InMoment XI
OCTOBER 31, 2023
In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.
Uniphore
JULY 10, 2021
How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. He is excited to share earned secrets on how to automate the knowledge work done in contact centers. The post How to Cut Call Center Agent Onboarding In Half appeared first on Jacada.
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NobelBiz
FEBRUARY 27, 2024
Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.
NICE inContact
JUNE 3, 2020
Small businesses are anticipating when they can reopen their call centers and doors as new developments continue in the COVID-19 pandemic. Since mid-March, many small business call centers have either sent staff to work from home, worked with limited staffing at their site, or closed their doors all together.
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Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? In this eBook, TASKE shows how you can: Resolve customer complaints faster. Easily locate callers or agents when calls are dropped or lost.
NICE inContact
MARCH 28, 2019
Having a small business call center is a key piece of creating a competitive advantage with customer service. . If you’re a small business without a call center today, why should you create one? You may have multiple people taking calls and working with customers, but it’s likely that isn’t their only job responsibility.
NobelBiz
DECEMBER 19, 2023
Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.
Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success
Combined with the Great Resignation and a candidate-driven market, it’s become a perfect storm for contact centers. To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training. You’ll learn: The impact of repetitive, monotonous work on mental health.
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Wouldn't it be great if you could watch an instant replay of your call center dashboards? TASKE shares how you can rewind your real-time dashboard and watch agent and team activities in the past. In this infographic, you will learn how to: Improve call center KPIs. Enrich agent and supervisor training.
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. Determining which calls are best for automation.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
How many hours do you think your call center agents spend answering repetitive, transactional calls that don’t require human assistance? Then you're probably well aware of the potential for using conversational AI to manage the calls that can be answered easily and quickly.
Speaker: Kate Nasser, The People Skills Coach™
Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to truly understand how call center agents get the most out of collaborative coaching so they can thrive as professional care experts. In this webinar, you will learn: The importance of collaboration in defining call excellence.
Speaker: Rana Gujral, CEO at Behavioral Signals
In this webinar, you will learn: How AI can transform your contact center with real, actionable insights. How to program AI to understand the subtle nuances in conversations, i.e. intonation cues, can yield insights like customers’ behaviors and desires, and improve outcomes. 4th Edition State of the Connected Customer
Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction
Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment. How to mitigate the impact of an understaffed contact center with conversational AI. How the maturation of conversational AI tools enables virtual agents to perform on par with live agents.and more!
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A cloud-based contact center is smart, flexible, and scalable. Plus, it means agents can work remotely. It’s simple and involves a few steps that take less than 10 minutes each. Our team can take care of you! Check out the eBook to learn more.
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