InMoment XI
OCTOBER 24, 2023
In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. Demystifying Contact Center Analytics: More than Just Numbers What are Contact Center Analytics?
BlueOcean
NOVEMBER 13, 2023
With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. The multi experience is the evolution of omnichannel experience—the integrated experience that weaves together every channel instead of hopping between them.
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CSM Magazine
JUNE 12, 2023
In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.
NobelBiz
MAY 2, 2023
Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Many of the unique webinar’s talking points are expanded here in this article. Struggling with an ever-decreasing contact rate became routine in the contact center space.
Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys
As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. With the right solution, multi-skill and multi-channel forecasting and scheduling become accurate and hassle-free.
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.
NobelBiz
DECEMBER 19, 2021
Beyond this acceptable level, a contact center must reconsider its strategy and resources in order to lower it as much as possible. Call abandonment is a key performance indicator that may be used to evaluate the effectiveness of a contact center. How to calculate the call abandonment rate for contact centers?
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. Your company is judged on how your staff relates to your customers on all channels. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.
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