NobelBiz

AUGUST 7, 2023

In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. In theory, all CCaaS solutions are designed to run and operate contact center businesses and departments effectively and productively.

Contact Center 98

Contact Center Resources Software Report 98

MiaRec

JANUARY 8, 2024

In 2023, contact center leaders caught the Artificial Intelligence (AI) bug, realizing the many benefits that Conversational and Generative AI can bring. Furthermore, the report explains that contact center decision makers are planning to invest heavily in conversational AI as they are trying to reduce the reliance on live agents.

Contact Center 78

Contact Center Interaction Report Marketing 78

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. Intraday reforecasting.

Contact Center 136

Contact Center Management Employee Engagement Average Handle Time 136

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. Intraday reforecasting.

Contact Center 136

Contact Center Management Employee Engagement Average Handle Time 136

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? Are you sold? What’s wrong with the traditional terms? And are new titles any better?

Contact Center 182

Contact Center Communication Groups Customer Service 182

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Very hard, actually. Consolidate tools.

Contact Center 122

Contact Center Tips Management Gamification 122

MiaRec

APRIL 8, 2024

Ever since COVID, contact centers have increasingly invested in Artificial Intelligence (AI). In fact, according to a recent MarketsandMarkets report, the global contact center AI market is expected to grow at a CAGR of 21.3% billion (May 2022) to $4 billion by 2027.

Contact Center 73

Contact Center Tips Chatbots Analysis 73

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 260

Call Center Strategy Management First Call Resolution 260

BlueOcean

JANUARY 20, 2023

Labor Market Describe your labor market including post-secondary education rates and unemployment rates. Describe your company’s competitive differentiators within your labor market. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.) For remote training?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

JUNE 17, 2021

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. The challenging part of business continuity in the contact center is just how many variables there are.

Contact Center 177

Contact Center Customer Care Measurement Report 177

NICE inContact

AUGUST 13, 2019

Forecasting is a critical component of a call center’s workforce management program. The best WFM technology and forecasting algorithms in the market won’t help if you’re historical data set is not appropriate, complete, or accurate! The historical dataset used has a huge impact on forecasting. So feed your forecast well!

Contact Center 136

Contact Center Data Management Average Handle Time 136

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

NICE inContact

AUGUST 13, 2019

Forecasting is a critical component of a call center’s workforce management program. The best WFM technology and forecasting algorithms in the market won’t help if you’re historical data set is not appropriate, complete, or accurate! The historical dataset used has a huge impact on forecasting. So feed your forecast well!

Contact Center 136

Contact Center Data Management Average Handle Time 136

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Management Competency.

Contact Center 130

Contact Center Leadership Training Technology 130

InMoment XI

JANUARY 30, 2024

The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business. Benefits of Customer Experience Management Software Delivering consistent, memorable experiences is no longer a luxury, it’s a necessity.

Customer Experience Management 295

Customer Experience Management Software Customer Experience Management 295

Storyminers

JULY 7, 2020

What’s the most important thing contact center managers should prepare for in 2017? At most contact centers, there will be several waves of change within the 2017 calendar year. There are still many contact centers that put internal performance numbers ahead of customers’ needs. 3 Think for yourself.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Contact Center 98

Contact Center Chatbots Self Service Touchpoint 98

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

NICE inContact

MARCH 6, 2020

Product Marketing Manager, discusses how you can leverage workforce optimization software to hire, train and engage contact center agents more effectively. In this video, the next in our series on Transforming Customer Experiences, Lauren Comer, Sr.

Contact Center 156

Contact Center Engagement Video Software 156

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

Contact Center 148

Contact Center Interaction Self Service Consulting 148

NICE inContact

SEPTEMBER 20, 2019

That part of the journey can be easily forgotten in value propositions and marketing campaigns. In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Your Contact Center represents the front line to your constituents and customers.

Contact Center 159

Contact Center Call Recording ROI Report 159

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

CSM Magazine

MARCH 26, 2024

Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. For example, a customer calls a call center because they are experiencing difficulties with a product they purchased.

Contact Center 52

Contact Center Brands Social Media Call Center 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Call Center Management Gamification 52

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

NICE inContact

AUGUST 1, 2019

It is time to modernize your contact center. But it may have been five years or more since you last evaluated technology options or vendors for call center software. Where do you start and how do you manage the process? Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now.

Contact Center Software 138

Contact Center Software Contact Center Software Call Center 138

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. This difficulty includes finding contact center agents. unemployment rate was 5.4% Don’t despair.

Contact Center 73

Contact Center Self Service Management Abandon Rate 73

Blake Morgan

AUGUST 29, 2023

                 Running a contact center is one of the most challenging processes f or a company when offering a unique and positive customer experience. Contact centers are the bridge that connects your customers to your brand and allows them to feel engaged and heard.

Contact Center 52

Contact Center Leadership Strategy Management 52

Upstream Works

JUNE 9, 2022

I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. The contact center was even more complicated. The contact center agent’s life was not easy, and we saw it just getting more and more complicated.

Contact Center 157

Contact Center Call Center Virtual Agent Omni-Channel 157

NICE inContact

OCTOBER 9, 2019

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. As the energy company planned its launch into the competitive French consumer market, it focused on the goal of helping new users reduce their dependency on fossil fuels. Sales are high, and customer satisfaction is growing.

Contact Center Software 137

Contact Center Software Contact Center Software Company 137

NobelBiz

MAY 12, 2022

Contact center solutions just might very well help the businesses that use them to survive way past the COVID-19 era. Prior to the pandemic, the contact center market itself was projected to increase at a compound annual growth rate of 9% until the year 2024. Its estimated market value was forecasted to reach $5.99

Contact Center 52

Contact Center Software Management Strategy 52

NICE inContact

DECEMBER 14, 2016

Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Studies have concluded that 70% of change initiatives fail for a wide variety of reasons.

Contact Center 138

Contact Center Technology Management Training 138

BlueOcean

FEBRUARY 21, 2017

What makes a great contact center agent isn’t as easy to define as you might expect. There’s another layer to be considered as well: generational differences in the contact center workforce. The first is training; the second is management. There are two key areas in which this is most apparent.

Contact Center 225

Contact Center Multi-Channel Call Center Training 225

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program? of their revenue due to bad experiences.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

NICE inContact

JULY 18, 2019

IT leaders rely on a set of critical contact center functionalities for efficiency and success. NICE inContact CXone helps IT leaders elevate the performance of their contact centers with the leading cloud call center software in the market. . Watch this video to learn that this is possible and available.

Contact Center 150

Contact Center Omni-Channel Call Center Video 150