Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

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

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

Interactions

FEBRUARY 4, 2022

Technology has come a long way. It’s wild to think that now we have more advanced technology to do all those things (and more) on a device that can fit in our pocket. . It’s wild to think that now we have more advanced technology to do all those things (and more) on a device that can fit in our pocket. . Human agent limitations.

Contact Center 62

Contact Center eBook Social Media Insurance 62

BlueOcean

OCTOBER 22, 2020

In the remote environment, where more factors are outside of your control, trainers need to expect the unexpected – especially regarding potential technology issues. 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.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

Comm100

JUNE 5, 2018

As technology continues to advance, companies are coming to realize that many benefits can be accrued from employing it. How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers.

Contact Center 123

Contact Center Call Center Self Service Chatbots 123

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

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

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

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

NobelBiz

JULY 27, 2021

Choosing between on-premise and cloud technologies is a complicated process with numerous variables. In our new ebook, we go through the benefits and drawbacks of each technology, the types of Cloud solutions, and all you need to know about the obstacles of cloud migration.

Contact Center 52

Contact Center eBook Tips Technology 52

Interactions

APRIL 9, 2020

The goal of a BCP for a contact center is to minimize the disruption to both agents and customers, so that business can continue as normally as possible. A BCP for a contact center should be aligned with the overall organization’s BCP to ensure a cohesive message and streamlined protocol throughout the enterprise. .

Contact Center 71

Contact Center Virtual Agent Tips Case Study 71

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

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Banking contact center interactions are expected to remain elevated through 2024. And shift we did.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

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

CSM Magazine

AUGUST 6, 2021

IT infrastructure, quantity of IT personnel, the amount of money a firm is prepared to invest, and industry norms must all be considered when determining the best technological solution. The initial costs for a cloud contact center solution , on the other hand, are significantly lower. Ownership expenses vary greatly.

Contact Center 59

Contact Center eBook Software Social Media 59

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. How important is this?

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

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

TechSee

NOVEMBER 11, 2019

Smart Home technology is expected to become a $151.4 Here are 4 key technologies – already widely used in other industries – that can help consumers enjoy independent, effortless, frustration-fee service and support. Leading manufacturers are already making use of this technology. billion market by 2024.

Self Service 138

Self Service Technology Wireless eBook 138

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

Asking a customer to briefly describe their issue at the start of an interaction can help gauge the nature and urgency of the problem, allowing the contact center to tailor its service appropriately. Robotic service – no one likes to feel like they’re just a number or receive “generic” service.

Self Service 207

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

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

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? Ten Critical Technologies to Transform Customer Engagement ’. And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Customer Experience 3.0 Social media.

Technology 120

Technology Customer Service Gamification Wireless 120

Uniphore

JUNE 10, 2021

.‡ Given agents’ historically high attrition rate—and its impact on call center budgets—the benefit of engaged, in-person coaching translates to significant cost savings. Learn how to rescue the modern contact center with an Agent Assist that’s powered by AI and RPA. Download the eBook. Intro to Call Center Life.

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

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

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

BlueOcean

DECEMBER 20, 2017

What does that mean for outsourced contact center employers? The idea of contributing to the greater good – and doing meaningful work – is one that drives many major life decisions for the Millennial generation, even the decision about working in a contact center.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

Talkdesk

JANUARY 6, 2021

Healthcare cloud contact centers should inspire patient loyalty, drive retention and lead HCOs to provide better patient experience. Those with a healthcare cloud contact center as part of their care continuity plans had the agility to move their workforces home with minimal disruption to the patient.

Healthcare 71

Healthcare Consumers Contact Center Hospitality 71

Interactions

JULY 7, 2022

The current labor shortage is a big problem, especially for contact centers. Without enough agents in a contact center, customers cannot get the help they need. The answer is technology. But not just any technology. Learn more about labor optimization in our ebook. Improve Agent Experience.

Virtual Agent 62

Virtual Agent Contact Center eBook Advertising 62

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

Talkdesk

SEPTEMBER 2, 2020

While some might take it to extremes and promise artificial intelligence (AI)-powered bots handling every customer interaction efficiently, there is still a long road ahead for AI software to progressively replace traditional contact center operations. What are realistic expectations for AI?

Contact Center 67

Contact Center eBook Call Center Software 67

Interactions

MARCH 11, 2022

There’s a lot of jargon thrown around in the contact center space. How does technology fit in? When a brand is looking to implement technology to improve the customer experience, like we mentioned before, many brands mistakenly only focus on customer service. Does it even matter what it’s called. Let’s take a step back.

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

Talkdesk

JANUARY 14, 2021

Business leaders have been turning to technology to improve customer interactions for years now, but the pandemic has put customer experience (CX) transformation into overdrive. The third area—cost savings—is where the ebook How to Prioritize CX in a Cost-Cutting Environment places its focus. Step 2: Assign costs to these trends.

Net Promoter Score 96

Net Promoter Score eBook Effort Score ROI 96