Uniphore

DECEMBER 20, 2021

At the same time, BPO employees are needed now more than ever. With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. Enter conversational AI and automation.

Customer Service 130

Customer Service Contact Center Employee Engagement Training 130

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically.

Customer Experience 91

Customer Experience Contact Center Gamification Chatbots 91

Call Experts

DECEMBER 12, 2019

Businesses feel the influence of these negative support experiences on social media channels and email-based customer communications. A well-seasoned contact center will help! . Our seasoned contact center agents, Experts, receive additional training on how to handle tasks during peak hours more efficiently.

Contact Center 69

Contact Center Call Center Customer Journeys Conference 69

Verint

MARCH 22, 2017

However, millennials who work in a contact center may have an entirely different experience. Millennials, now the largest population segment, have grown up in this modern world and expect these technological conveniences in every aspect of their lives.

Contact Center 26

Contact Center Employee Engagement Engagement Technology 26

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Comm100

NOVEMBER 23, 2022

We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service. Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak.

Trends 215

Trends Customer Service Chatbots Omni-Channel 215

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. Engaged employees = #customerengagement.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

NICE inContact

AUGUST 27, 2019

Companies that inspire positive emotions will enjoy more loyalty from customers who are willing to spend more over the long term. Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. 1) Be personal. 1) Be personal.

Connections 149

Connections Tips Social Media Multi-Channel 149

Experience Investigators by 360Connext

MARCH 23, 2021

And debrief with the employee about what you heard, what’s common and what’s not, etc. Visit your contact center when you feel out of touch. See if you can listen in, talk directly to your contact center agents, and get a pulse on where customers are seeking support.I

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Verint

FEBRUARY 10, 2016

After all, those are the people who serve your customers and help determine if they stay loyal or not. While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

CSM Magazine

MARCH 3, 2021

VeriCall today announces that it has been recognized as the Best in the World with two GLOBAL GOLD awards at the 15 th Top Ranking Performers Awards from Contact Center World for ‘Best Contact Centre (Outsourced)’ and ‘Best In Customer Service’. . About Contact Center World.

Omni-Channel 52

Omni-Channel Contact Center Employee Engagement Industry 52

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . Adrian Swinscoe .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Verint

JUNE 6, 2017

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

TechSee

NOVEMBER 3, 2020

Today’s remote support is fully integrated within the contact center workflows, enabling remote technicians and contact center agents to collaborate together to provide faster and more efficient service. reduced customer effort. enhanced employee engagement. business resilience.

Contact Center Workflow 109

Contact Center Workflow Self Service Contact Center Social Media 109

RapportBoost

NOVEMBER 5, 2018

RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. November 6, 2018 – RapportBoost , a Los Angeles based technology company that boosts chat sales for contact centers, will exhibit at next week’s ICMI Contact Center Demo in Las Vegas. About RapportBoost.

Sales 40

Sales Contact Center Average Handle Time Employee Engagement 40

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Training Chatbots 84

Call Experts

DECEMBER 18, 2019

In such a scenario, if a human agent is available, we hand over the call to one of our trained Experts to deal with your customer’s grievances. . AI-powered automated phone lines are designed to assess the reasons and results of customer engagements effectively. We provide an outstanding experience to your customers.

Tips 81

Tips Self Service Contact Center Call Center 81

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center. Yet, these centers often don’t get the attention and recognition they deserve.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

Calabrio

MAY 10, 2019

In this session, Jim Davies will share how focusing on the employee experience drives customer engagement, loyalty and advocacy. Tip—you need to pre-register for this session so remember to reserve your spot!

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

Experience Investigators by 360Connext

OCTOBER 22, 2019

So it’s not terribly surprising to learn that the organizations who earned “good” or “very good” employee engagement ratings in the State of CX Management 2018 report by the Temkin Group (now part of the XM Institute) are also much more likely to be ranked as CX Leaders.

Trends 169

Trends Customer Experience Chatbots Innovation 169

CSM Magazine

JUNE 1, 2021

The pandemic has been hard on customer service professionals who represent the backbone of the call centre. 47% of agents say that customer sentiment is the biggest impact or detractor on workplace culture. Remote or hybrid models seem to be here to stay for contact centres. Reporting Findings Webinar.

Return on Investment 52

Return on Investment Social Media Culture Contact Center 52

Verint

JANUARY 16, 2018

In today’s customer care environments, a strong quality management (QM) system is crucial to moving customer engagement interactions to the next level of performance excellence. For many years, companies have used QM software and techniques to optimize their customer service operations.

Customer Engagement 34

Customer Engagement Engagement Effort Score e-support 34

Bold360

JANUARY 29, 2020

Employee engagement is increasingly important, especially in stores. Another theme that emerged, especially at NRF, is a focus on the employee experience and how it impacts CX success. Tune in weekly as we dig into topics focused around building better customer experiences. About CXNext Live.

Conference 52

Conference Omni-Channel Retail Employee Engagement 52

ShepHyken

NOVEMBER 30, 2018

Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Agents obviously value bright contact centers and great salaries, but their daily happiness hinges far more greatly on systems and processes. They invest to meaningfully improve the customer experience.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. contact center industry, and likely the global contact center industry. contact center industry. For these individuals, automated scoring can be introduced to the contact center at their own pace.

Management 29

Management Contact Center Call Recording Employee Engagement 29

CSM Magazine

OCTOBER 6, 2021

Analytics competition winners were selected from a field of customer applicants and will share $100,000 in prize money to use in their contact centers. The mission of the ONE Awards is to recognize high-achieving customers charting the future of agent and customer engagement using Calabrio ONE.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

Verint

APRIL 12, 2016

As mentioned in part one of this series , I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process.

Customer Engagement 20

Customer Engagement Engagement Customers Industry 20

Verint

MAY 1, 2018

Customers from all over the world will convene for this annual event that highlights customer success, market trends, technology innovation, customer experience insights and best practices for simplifying, modernizing and automating customer engagement operations.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Team HGS

AUGUST 13, 2019

The conference panel was moderated by Melissa O'Brien, Research Vice President Customer Engagement, HFS Research , with panelists: . Michael Truett, Head of Customer Success and Engagement, Newsela. All of these journeys have to be in synch with the contact center, which is at the heart of journey success.

Management 40

Management Conference Average Handle Time Contact Center 40

Kustomer

FEBRUARY 4, 2020

Rather than relying on internal teams to send communications, reps and customer service teams will be empowered to proactively push out notifications and communications to individuals and groups through any channel. Contact Center Turnover Continues to Be a Problem.

Trends 59

Trends Self Service Customer Service Omni-Channel 59

Kustomer

APRIL 8, 2021

A large contributor to customer satisfaction is that of employee happiness. The experts discuss Gallup’s Q12 Employee Engagement Survey questions that help to determine overall employee satisfaction within their company. So that’s the frontline employee, or that’s the frontline customer.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

CSM Magazine

JUNE 16, 2020

As contact centres evolve as a result of COVID-19, Thomas Rødseth, Chief Technical Officer at Puzzel says now is a critical time to keep frontline staff safe and motivated. What comes first: happy customers or happy employees? iii] The right technology makes life easier and brings out the best in employees.

Employee Engagement 52

Employee Engagement Omni-Channel Engagement Strategy 52

Verint

AUGUST 23, 2017

Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. of employees are disengaged. According to a Gallup poll from January 2017 1 , a whopping 65.6% Think about that for a minute.

Strategy 42

Strategy Gamification Contact Center Employee Engagement 42

Tricia Morris

MAY 31, 2016

Brands must approach everything they do, but especially service and engagement, with a customer experience mentality. Notes Dennis Snow, a 20-year Disney veteran and author of Lessons from the Mouse , “If you operate a contact center, the technology has to be great, but it still is about the experience.

CRM 40

CRM Customer Experience Self Service Conference 40

Customer Guru

AUGUST 8, 2018

Jeannie Walters is the CEO and Founder of 360Connext, a global customer experience consultancy firm. Her vast experience of over 20 years helps her clients achieve employee engagement, customer loyalty, and overall customer experience. She is a certified CCXP, CX Expert, TEDx Keynote Speaker and renowned blogger.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130