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Omnicus
SEPTEMBER 7, 2022
A contact center is an essential part of every company’s business. The Coronavirus has forced companies to adapt in rapid ways When the pandemic first hit in March 2020, contact center operations were immediately impacted. contact center work from home
NICE inContact
OCTOBER 24, 2021
If you need help escaping the monsters lurking in plain sight that want to spend your digital transformation strategy and change management, the eBook Change management blueprint for contact center digital transformation can make the process easier.
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Omnicus
JUNE 15, 2022
As private and public sectors alike push through the uncertainties and optimize operations for 2022 and beyond, take note of these contact center industry trends and incorporate them as permanent aspects of your contact center technology strategy for both the customer experience and the customer contact experience. As businesses and customer lives get back on track, we identified some contact center trends shaping the industry in 2022.
NICE inContact
MARCH 15, 2021
The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues. Contact Center Trends & Insights AI
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.
NICE inContact
NOVEMBER 16, 2021
Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences. Contact Center Trends & Insights Contact Center Management CXone
NICE inContact
SEPTEMBER 16, 2021
CRM Contact Center Management Contact Center Trends & InsightsSmall business leaders wear a lot of different hats and juggle multiple responsibilities.
NICE inContact
NOVEMBER 28, 2021
Contact Center Management Contact Center Trends & Insights Customer ExperienceWe all get mad. Boy, do we get mad. We all have our triggers. Someone cuts us off in traffic. We’re given the wrong order.
NICE inContact
DECEMBER 16, 2020
It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.
CX Accelerator
MARCH 16, 2020
Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Contact Center Employee Experience
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.
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NICE inContact
OCTOBER 14, 2020
Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise.
NICE inContact
NOVEMBER 1, 2021
Other contact centers are upgrading their technology to keep up with customer and competitive demands. To get a more macro view of technology investments, download the complimentary ContactBabel report, State of Contact Center Transformation in the New Digital World.
NICE inContact
SEPTEMBER 1, 2021
AI Contact Center Trends & Insights Customer ExperienceArtificial Intelligence (AI) is the veritable reigning champion and current all-star industry buzzword. Most people interact with AI daily in some form or another.
NobelBiz
MAY 2, 2022
If you're running a call center, you know that good call routing is the difference between keeping your customers happy and having them hang up on you. The post Call Routing: Functionalities, Advantages and Strategies for Contact Centers appeared first on NobelBiz®.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.
CX Accelerator
MARCH 16, 2020
Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Contact Center Employee Experience
NICE inContact
NOVEMBER 16, 2020
Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Do More With LessA data lake is a repository for storing massive amounts of raw data in its native form, in a single location.
NICE inContact
FEBRUARY 26, 2020
Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Workforce Optimization Customer Experience Contact Center Trends & Insights Call Center Best Practices Agent Engagement
Omnicus
OCTOBER 20, 2021
To ensure that you can create the excellent customer experiences that your customers today expect, you will need insight and analysis to take the temperature of your contact center. contact centerPoor customer service is a terrible business. In the United States alone, companies lose nearly $ 75 billion in revenue due to poor customer service.
Speaker: Kate Nasser, The People Skills Coach™
Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.
UJET
NOVEMBER 16, 2020
DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.
NICE inContact
DECEMBER 5, 2017
Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. There are ways to lower contact center attrition that can not only keep the agent but increase productivity and efficiency.
Upstream Works
JUNE 9, 2022
After five years of providing what amounted to call center plumbing, we had really zeroed in on what call centers did and realized that the heart of a call center was and always will be the people that operate the phones. The contact center was even more complicated.
NobelBiz
DECEMBER 20, 2021
Call abandonment is a metric that may be used to assess a contact center's performance. Observing this key performance indicator allows you to identify and fix contact center flaws. The purpose is to provide the best service possible to customers.
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Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
CX Accelerator
JULY 22, 2019
Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. Contact Center
NICE inContact
NOVEMBER 7, 2021
Customer Experience Contact Center Management Call Center Best PracticesI bought a new "assemble-it-yourself" desk and chair last month to better accommodate my work-from-home lifestyle.
NICE inContact
JANUARY 24, 2020
NICE inContact has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.
NICE inContact
FEBRUARY 9, 2021
Contact centers are often said to be on the front lines of delivering satisfying customer experiences. They fight a well-planned battle every day to provide low queue times, high first contact resolution rates, accurate responses, and engaging interactions guided by high quality agents.
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
NICE inContact
DECEMBER 2, 2019
Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. Advantages of the Cloud Call Center Best Practices Contact Center Management General Workforce Optimization
NICE inContact
AUGUST 12, 2020
If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization.
NobelBiz
APRIL 5, 2022
Managing a contact center doesn't come without its challenges and risks. In this article we will talk about the top 10 risk factors for quality contact centers and how you can tackle them.
Omnicus
JANUARY 24, 2022
The contact center is often handled as a necessary cost rather than an investment in good customer experiences. This contributes to the fact that most people who work in a contact center are demotivated. And this is often because we tend to forget that the customer is often in contact with the contact center throughout the customer journey, before, along the way, and not just after a purchase. kpi contact center
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One of the most crucial tools for contact center solutions is automatic speech recognition (ASR). Learn how Sharpen elevates their CX by arming agents with Deepgram's fast, accurate, reliable speech transcription to improve productivity in real-time.
NobelBiz
OCTOBER 5, 2021
Being a leader in the contact center industry can be difficult for some and simple for the most experienced owners and directors. But Mistakes are always possible in the contact center world.
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