Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Measurement Call Center How To 74

BlueOcean

OCTOBER 22, 2020

Done right, you’ll avoid increasing training time while simultaneously sustaining high graduation rates and reported agent preparedness. ?. Grab a copy of our Agent Training eBook for more insight. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean. Request a download here.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

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

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

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Policies Study 69

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

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. There are many benefits.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling.

Contact Center 52

Contact Center How To Call Recording eBook 52

TechSee

JULY 18, 2019

A Gartner study found even more dramatic results, reporting that moving from providing a high-effort customer experience to a low-effort one cuts costs by 37%, and increases the likelihood of increased purchases by an astonishing 88%. Robotic service – no one likes to feel like they’re just a number or receive “generic” service.

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Self Service Customer Experience How To Contact Center 207

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience.

Contact Center 40

Contact Center Return on Investment eBook Roadmap 40

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience.

Contact Center 40

Contact Center Return on Investment eBook Roadmap 40

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

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

Tricia Morris

MAY 18, 2015

Contact centers are working to address this growing and changing channel use. According to Dimension Data’s 2015 Global Contact Centre Benchmarking Report which surveyed 901 contact centers across 72 countries, more than half are now multichannel ones managing at least eight different forms of contact methods.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

NICE inContact

OCTOBER 11, 2019

This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. What is surprising is that only 25% of businesses report plans to invest in new services that would facilitate omnichannel delivery. You can learn more by downloading our free eBook today.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. But does it have to?

Contact Center 69

Contact Center Metrics Study eBook 69

NobelBiz

SEPTEMBER 15, 2021

Data keeps beaming in in confirmation of a fact: the digital contact center is here. A new report from J.D. The current report begins by clearly stating that the age of brick-and-mortar call centers is finally over. It’s been decades since the idea began being floated in the contact center space.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

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. Good reporting relies on the right tagging structure.

Contact Center 67

Contact Center Report eBook Tips 67

Playvox

DECEMBER 5, 2022

If the agent didn’t pass, I would send my findings, along with all applicable reporting, to their supervisor as feedback for the agent. I recommend adopting a similar auditing practice in your contact center to make sure you stay a step ahead of avoidance issues. Action: Review reports for agent release.

How To 52

How To Contact Center Policies Average Handle Time 52

Interactions

JUNE 25, 2020

In the last few weeks, I have collectively spent hours on hold trying to dispute charges on my online grocery delivery service, negotiate a bill with my internet provider and report a power outage to my utilities vendor. The surge in contact volume stresses the contact center operations.

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

ShepHyken

SEPTEMBER 14, 2020

Call Centers Are Out Experience Centers Are In by NobelBiz. NobelBiz) Our eBook will take an in-depth look at how trending consumer preferences are actively influencing the contact center space. My Comment: We wrap this week’s roundup with a report you’ll have to download to read. Imagine that!

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

Playvox

DECEMBER 7, 2021

But today they also make up 35% of the American workforce , and it’s important for contact center leaders to understand who they are, what they want, and how best to manage them. Related: 4 Tips for Managing a Multi-Generational Contact Center. Millennial behaviors and values can be big pluses in your contact center.

Contact Center 52

Contact Center Management Groups eBook 52

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. This labeling typically occurs when recipients report your calls as unwanted or intrusive.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

Interactions

FEBRUARY 25, 2021

Not to mention, utilities are under increased pressure from Public Utility Commissions (PUCs) to improve handling of unplanned spikes due to outages, either through the use of new technology, or by increasing their contact center agents to handle the increased call volume. . Scaling to meet Customer Needs . Lead with empathy.

Self Service 62

Self Service Contact Center Wait Times eBook 62

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.

Call Center 52

Call Center Self Service Management How To 52

Playvox

AUGUST 11, 2022

It might not seem like a big issue to have a few conversations that are tagged differently, but it can really impact the accuracy of your reporting. Unfortunately, this is one of the major issues customer success teams have reported to us when it comes to chat tagging – that it just doesn’t happen at all. Limited Reporting.

Report 83

Report Analytics eBook Data 83

Interactions

MAY 6, 2021

In fact, a report from Harvard Business Review found that brands achieve the most performance improvements in this scenario– when humans and machines work together. . As humans and technology become more integrated in the contact center, customer experience will improve. But why does it have to be an either-or? .

Self Service 62

Self Service Effort Score Contact Center eBook 62

Interactions

APRIL 30, 2020

In fact, according to our own research with Harris Poll, 71% report that their company measures the ROI of an AI project using soft benefits. These soft benefits can be just as essential as monetary ones, considering that 68% rank improved CX as ‘very important’ when evaluating AI for contact centers.

Innovation 71

Innovation ROI eBook Contact Center 71

Russel Lolacher

MARCH 29, 2021

Self-Service: allowing customers to report stolen bank cards. Self-Service: report a problem with campus facilities. This post was originally included as part of 8×8’s Contact Center Trends to Watch in 2021 ebook. Spammy marketing doesn’t count). For example: Banking. College and University.

Self Service 52

Self Service Engagement Banking Comparison 52

Clarabridge

FEBRUARY 19, 2019

It is clear that improving your digital efficiency can be an opportunity to minimize costs for your contact center and improve the overall experience for your customers. As suggested in a 2016 report by Creative Virtual, introducing a virtual assistant for customer service can improve chat and phone service levels by 10-15%.

Multi-Channel 40

Multi-Channel Customer Service Contact Center Chatbots 40

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

AUGUST 16, 2017

Method #2: Customer Service Reps File Their Own Reports. After repurposing much of its contact center QA team to respond to dissatisfied customers, one major retailer saw average star ratings from these customers jump from 1.06 But there’s little incentive for reps to do this.

Contact Center 55

Contact Center How To NPS Fashion 55