Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. Remote work is the practice of working from a location other than the traditional office setting.

Management 88

Management Gamification Contact Center Policies 88

CX Accelerator

JULY 1, 2020

We find ourselves in unprecedented – certainly, the word of the year – times. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. Changing Expectations.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Experience Investigators by 360Connext

OCTOBER 17, 2023

Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.”

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

BlueOcean

JANUARY 20, 2023

We rejoiced when our favorite coffee shops re-opened, and we got all dressed up again when the commute to work once again involved more than a walk down the hall … and yes, that RFP was finally back on your plate. Company Overview The first pages of your RFP will always be the “get to know you” section.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

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.

Call Center 105

Call Center Management Contact Center Wait Times 105

Calabrio

OCTOBER 19, 2022

For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need. The Digital Transformation of the Contact Center Is Still Happening. Ensuring Safety and Offering Additional Engagement.

Connections 147

Connections Contact Center Analytics Travel 147

Comm100

NOVEMBER 15, 2022

This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. They want to use the channel that works for them in that moment, whether at home, in the office, or on the go.

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

NobelBiz

DECEMBER 5, 2023

Business call forwarding is a vital tool that seamlessly redirects incoming calls to ensure constant communication with clients and colleagues. It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. for domestic calls and $10.00

Communication 104

Communication Contact Center Contact Center Software Customer Satisfaction 104

BlueOcean

DECEMBER 16, 2019

Heading out of the office this holiday to grab some eggnog and enjoy the lights? Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. at Blue Ocean. Constant and Effective Communication.

Contact Center 156

Contact Center Gamification Transportation Travel 156

Calabrio

FEBRUARY 24, 2020

I got my start in contact centers by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. One of the big things that hasn’t changed is how people feel about working at a call center. Call center work is relatively easy to get into, but it can be a hard cycle to break.

Contact Center 130

Contact Center Call Center Meeting Analytics 130

CX Accelerator

JULY 1, 2020

We find ourselves in unprecedented – certainly, the word of the year – times. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. Changing Expectations.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? 5 Innovative Call Center Technologies in 2022. With 56.8%

Call Center 124

Call Center Self Service Technology Social Media 124

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Your call is very important to us, please stay on the line and your call will be answered in the order it was received.”

Self Service 77

Self Service Virtual Agent Connections Contact Center 77

NICE inContact

JUNE 5, 2019

Jones’ office. Just calling to let you know your results came back and your levels are too high. What if you got a message like this from your doctor’s office after anxiously awaiting test results? So how can you effectively “treat” your contact center with invaluable coaching medicine? Have a nice day!”.

Contact Center 136

Contact Center Average Handle Time Exercises Interaction 136

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work. But there’s more to it.

Contact Center 77

Contact Center Training Gamification eBook 77

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Should this role be fully in-office, hybrid, or remote?

Call Center 99

Call Center Gamification Contact Center Training 99

BlueOcean

SEPTEMBER 30, 2019

Have you also noticed more customers calling or messaging with questions and concerns? Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customer care volume. Infrastructure.

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

BlueOcean

AUGUST 6, 2020

Our favorite coffee shops are open and for many, the commute to work once again involves more than a walk down the hall … and yes, that RFP is back on your plate. Our favorite coffee shops are open and for many, the commute to work once again involves more than a walk down the hall … and yes, that RFP is back on your plate.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Beyond Philosophy

AUGUST 31, 2023

David Meister wrote a paper called “The Psychology of Waiting Lines.” Area #1: Occupied time feels shorter than unoccupied time. The dentist’s office has magazines. So, perhaps it is more important that the airplane lounge and the dentist’s office have fast and easily accessible WIFI.

How To 88

How To Call Center Wait Times Groups 88

BlueOcean

AUGUST 14, 2019

We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you and your customers must be a barrier. As such, not only is the assertion that outsourcing distances you from your customer false , the opposite is actually true – outsourcing can in fact get you closer to your customer.

Contact Center 174

Contact Center Customer Care Employee Engagement Culture 174

Playvox

NOVEMBER 29, 2022

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. Customer Rage And Pandemic Rage.

Contact Center 77

Contact Center Policies eBook Interaction 77

Call Experts

MARCH 10, 2022

You’ve just finished a meeting in another part of the office when your cell phone buzzes. You look down to see a missed call from an important client. You return the call only to find yourself at the bottom of their voice mailbox. And it’s not for lack of interest – you called back immediately!

Contact Center 98

Contact Center Self Service Call Center Telecommunications 98

Magellan Solutions

NOVEMBER 15, 2023

One viable solution to this is opting for a shared call center service. What is a Shared Call Center A shared call center is one of the most cost-effective call center options for small to medium-sized companies who cannot afford to establish their customer service department. Keep reading!

Call Center 52

Call Center Call Center Solutions Poor Customer Service Social Media 52

TechSee

MAY 19, 2021

As 2021 gets underway, new technologies to improve customer service are emerging, that help businesses boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. . In today’s digital age, companies can get a comprehensive or 360?

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. So, if customer experience is the new battleground, then the contact center is out front leading the charge. While every business function that touches the customer influences the experience, the primary responsibility and accountability lands with the contact center.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. Do you want to experience a transformation in business performance by enhancing your back-office operations? According to research by Aberdeen Group , companies that update their back office experience a 2.8x

Examples 52

Examples Financial Competitive Advantage Resources 52

NICE inContact

SEPTEMBER 6, 2016

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. Taken together, these two movements are bringing about real change in the contact center. The first change we see with increasing frequency is that of the “relationship agent.”

Contact Center 120

Contact Center Average Handle Time Insurance Conference 120

CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently. The pendulum is finally swinging back from hyper-automation to human-led conversation.”.

Training 93

Training Customer Service Contact Center Chatbots 93

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

Technology 59

Technology Chatbots Call Center Social Media 59

Kayako

NOVEMBER 22, 2017

55% of Twitter and Facebook users expect to hear back even faster. 55% of Twitter and Facebook users expect to hear back even faster. They add pressure to agents and they make you feel like everything is urgent. They add pressure to agents and they make you feel like everything is urgent. Mine is Twitter.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

Magellan Solutions

NOVEMBER 7, 2022

Insurance Back Office Support Tasks for 2023. Why do people get insurance back office support? Insurance companies need back office support for a lot of reasons. INSURANCE BACK OFFICE FUNCTIONS YOU NEED TO OUTSOURCE. Because it is cheap and the talent you can get is wide.

Insurance 75

Insurance Policies Technology Software 75

Interactions

APRIL 29, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. Travel and Hospitality.

Industry 62

Industry Contact Center Airlines Wait Times 62

Upstream Works

JANUARY 7, 2021

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. With AI enabling better forms of self-service, automation can address many contact center challenges with limited cost impact or added strain to the existing pool of agents. Agent Performance Monitoring.

Contact Center 78

Contact Center Self Service Customer Journeys Omni-Channel 78

BlueOcean

JULY 24, 2017

The same must be said when you’re looking to build a strategic partnership with a new contact center outsourcer. The same must be said when you’re looking to build a strategic partnership with a new contact center outsourcer. The contact center RFP is essential, of course, but the contact center site visit is invaluable.

Contact Center 0

Contact Center Culture eBook Hospitality 0

Magellan Solutions

AUGUST 31, 2021

Looking for a back office outsourcing company to assist you? Here’s how you can get one. For SMEs, a 24/7 and full back-office operations are no longer impossible in today’s digital environment all thanks to BPO companies in the Philippines. . Outsourcing Your Back-Office Needs to a PH BPO.

How To 97

How To Call Center Government Policies 97

Comm100

MAY 20, 2022

Thanks to its speed and convenience, live chat software empowers agents to provide the type and quality of support that today’s consumers need, all while: Reducing operational costs Improving efficiency Increasing availability Building stronger connections and Improving customer satisfaction (CSAT). Table of contents. 31% of U.S.

Software 188

Software Wait Times Multi-Channel Consumers 188

Playvox

JULY 18, 2022

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. What Is Agent Attrition?

Contact Center 73

Contact Center Technology Social Media Employee Engagement 73