NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

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.

Contact Center 77

Contact Center Training Gamification eBook 77

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Agent engagement refers to an employee’s mental and emotional connection to your company. Related Article: 7 Best Practices for Keeping Your Hybrid Contact Center Team Connected.

Contact Center 72

Contact Center How To Fashion Gamification 72

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

Playvox

NOVEMBER 18, 2021

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. Benefits of Cloud Based Contact Center Solutions.

Contact Center 52

Contact Center Software eBook Omni-Channel 52

Think Customers

JANUARY 18, 2022

Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. To better understand this, let’s dive into the human and robotic makeup of a modern contact center. What is a contact center associate?

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

CSM Magazine

AUGUST 6, 2021

The initial costs for a cloud contact center solution , on the other hand, are significantly lower. They simply gain access to it through an Internet connection while whole IT infrastructure is hosted and managed by the cloud provider. As companies merely install the required software components.

Contact Center 59

Contact Center eBook Software Social Media 59

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. are on track to overtake phone interactions by the start of 2017.

Contact Center 100

Contact Center Report Banking eBook 100

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. Contact centers should ensure that customers explicitly opt-in to receive SMS messages.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Clarabridge

MAY 30, 2017

From onboarding to retention—Contact Centers handle customers during the most delicate points in their journey. Successful Contact Centers have access to the complete information about the customer and can provide resolution based on past experiences. Think you have a handle on your Contact Center?

Contact Center 45

Contact Center First Call Resolution Telecommunications eBook 45

Playvox

JANUARY 30, 2024

In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Gamification works well within a contact center environment because it leverages a number of game mechanics to keep agents engaged and focused.

Gamification 79

Gamification Contact Center Training Feedback 79

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Stella Connect

SEPTEMBER 29, 2017

Is your contact center training program producing the results you want? could negatively affect contact center performance. Contact Center micro-coaching can fix this common performance management struggle. Why Old-School Contact Center Training Falls Flat.

Contact Center 53

Contact Center Management Training Effort Score 53

Comm100

APRIL 27, 2020

For contact centers with hundreds or even thousands of employees, equipping every agent to handle queries from all channels might not be the best way to implement an omnichannel approach; it commands a broader agent skillset and more training to handle every channel’s unique requirements. Customer journey.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Talkdesk

MARCH 4, 2021

Organizations with a mobile workforce need to evaluate the holistic customer experience (CX) they provide, especially as customers today are likely to connect in more channels and, therefore, with more employees. Provide a smartphone and mobile-ready contact center software. Does a DECT phone keep your employees connected?

Contact Center 94

Contact Center Customer Experience Contact Center Software Banking 94

Playvox

MARCH 1, 2022

If your contact center doesn’t have effective eLearning capabilities, you’re missing an opportunity to optimize agent performance. One of the biggest training challenges contact centers face is keeping agents’ skills sharp following onboarding. What is Contact Center eLearning?

Training 83

Training Contact Center Call Center eBook 83

Stella Connect

SEPTEMBER 29, 2017

Is your contact center training program producing the results you want? could negatively affect contact center performance. Why Old-School Contact Center Training Falls Flat. The classic contact center training formula involves one manager instructing a group of many agents in a training room.

Contact Center 40

Contact Center Management Effort Score Training 40

Lithium

AUGUST 12, 2021

In our new ebook, From team to COE: Why CX teams struggle , and how to fix it , we provide actionable steps for how CX leaders can overcome the top three internal obstacles to create a unified view of the customer, drive cross-departmental action and connect CX program outcomes to ROI. But those metrics mean nothing to the C-suite.

Average Handle Time 52

Average Handle Time How To eBook Contact Center 52

ShepHyken

APRIL 5, 2021

My Comment: This is an interesting article written by Jordy Leiser, the founder of Stella Connect. My Comment: This final article for this week’s list is a bit technical, but if you are in the customer support and contact center world, it is an essential read.

Customer Service 124

Customer Service Self Service Contact Center Tips 124

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. But as a contact center leader, you play a big role in breaking down these stereotypes. Showcase Your Customer Support Team Progress.

Contact Center 67

Contact Center eBook Report Tips 67

TechSee

NOVEMBER 11, 2019

While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own. 2. Indications of Connectivity Loss. 1. Leading manufacturers are already making use of this technology.

Self Service 138

Self Service Technology Wireless eBook 138

ShepHyken

JANUARY 18, 2019

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. You can learn more about them here and you cant connect with Tim here.

Customer Experience 96

Customer Experience Contact Center Airlines Average Handle Time 96

Interactions

FEBRUARY 10, 2022

What does this have to do with the contact center? . The entire contact center must be working in harmony for omnichannel to be successful. If one piece is out of place, for example the CRM database, then the voice and text platforms will not be able to connect. . All systems working together.

Omni-Channel 62

Omni-Channel Self Service Contact Center eBook 62

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. What Does The Contact Center Workplace Of The Future Look Like? Flexibility, though, is the key to a smoother ride.

Contact Center 86

Contact Center Connections Engagement Video 86

NobelBiz

JUNE 13, 2023

The intricate mechanisms behind call labeling and the factors influencing the classification of calls have become the focal point for contact centers striving to maintain effective communication with their clients. Get your free, on-demand copy here.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

TechSee

FEBRUARY 21, 2022

Many insurance companies have begun implementing smart technology as part of their strategy, including connected security, medical, and other smart devices that influence the conditions of their insurance premiums. Download this TechSee eBook to to explore the computer vision advantage in insurance claims processing.

Innovation 109

Innovation Company Self Service Insurance 109

Stella Connect

OCTOBER 12, 2021

One call center company with global operations estimated that there are around 25% fewer agents answering phones than before the pandemic due to employee turnover and insufficient resources for people working from home, according to reporting from the Los Angeles Times. . 4 Tips for Handling and Reducing High Call Center Call Volume. #1:

Call Center 52

Call Center Self Service Management How To 52

Uniphore

AUGUST 31, 2021

Much like trying to uncover the secrets of a lost language, unsupervised learning relies on connections, patterns and trends in whatever data is available for training. Unsupervised Learning. Messy data with fewer labels requires unsupervised learning. One area common for unsupervised learning is genetics.

Analysis 100

Analysis Travel eBook Contact Center 100

Comm100

NOVEMBER 2, 2020

A university’s contact center, for example, consistently gets questions about a wide range of topics. Gather your heads of contact center, support, sales, marketing and finance together, and go over this list. Free eBook. Chatbot-Human Balance that Creates Win-Win Situations . Industry: Education.

Chatbots 148

Chatbots Examples Customer Service Banking 148

Avaya

MAY 23, 2017

With people, processes, services and things more dynamically connected than ever, companies are feeling relentless pressure to digitize, simplify, and integrate their organizational structures to remain competitive. Did you have a connected experience? How well did the mobile app work for you? sales, marketing, HR, billing).

Contact Center 42

Contact Center Touchpoint Customer Centricity eBook 42

Vonage

OCTOBER 22, 2015

And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. ContactWorld Quickstart for small businesses can help you to provide a personalized service to every enquiry and connect customers straight to their rep or account manager.

Technology 120

Technology Customer Service Gamification Wireless 120

BlueOcean

FEBRUARY 17, 2022

We’ve discussed in the past how COVID-19 has impacted our approach to contact center redundancy measures. In today’s world, BCP requires the ability to pivot tactics and strategies quickly and efficiently—and the location of your contact center outsourced partner is a serious factor in that ability.

Contact Center 156

Contact Center Customer Care eBook Course 156

Russel Lolacher

MARCH 29, 2021

Timely responses – when connecting, they don’t want to see there is a 2-3 day business day response wait. Providing personally relatable information (an appointment reminder, a service they may need based on their last query or search to your website) will help build a connection and provide real value to your customer.

Self Service 52

Self Service Engagement Banking Comparison 52

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Contact Center 76

Contact Center Management How To eBook 76

Stella Connect

JULY 14, 2017

Treating the contact center as a cost to be managed. They also connect emotionally with customers (“This company cares what I think!”), drive front-line performance improvements, and lay the groundwork for future sales. A steady stream of agent-level feedback flowing directly to contact center managers changes the game.

Brands 46

Brands Customer Service Contact Center Omni-Channel 46

Stella Connect

MARCH 20, 2018

To help you move forward in a less haphazard, more confident way, we’ve compiled a list of the top 10 things you need to keep in mind as you build out your contact center. High-functioning contact centers rely on technology to manage call queues, route calls effectively, and manage live chat and email.

Customer Service 55

Customer Service Contact Center How To Training 55

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52