NobelBiz

MARCH 21, 2023

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity.

Contact Center 52

Contact Center Software Call Center Call Recording 52

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Call Center Management Gamification 52

BlueOcean

FEBRUARY 8, 2017

Regular readers of our blog know we frequently explore the factors that influence these choices and the overall customer experience and there’s no question agent empathy is a key factor for the success of the contact center-customer interaction. That makes us curious: can you train contact center agents in empathy?

Contact Center 120

Contact Center Training Call Flow Interaction 120

Talkdesk

FEBRUARY 21, 2019

Years in the customer service industry as an agent, director and everything in between showed her how important wellness in contact centers is. Now, in addition to her position at NumberBarn, she hosts wellness workshops, where she tells busy professionals how and why they need to take better care of themselves. practice it.

Contact Center 73

Contact Center Social Media Tips Connections 73

Avaya

JULY 31, 2019

Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. This is where AI becomes a source of both excitement and concern, with many executives scratching their heads as to what the real value of contact center AI is and how they can capitalize on it.

Contact Center 58

Contact Center Net Promoter Score Financial Measurement 58

BlueOcean

FEBRUARY 22, 2024

They want to workshop risk-reward models with you. Download our customizable contact center RFP template here The post Seeking a True Strategic Partner: Green Flags in the Outsourced Customer Care RFP Process appeared first on Blue Ocean.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Talkdesk

MAY 20, 2019

Last week, I attended ICMI’s yearly contact center expo in Fort Lauderdale, Florida. And two, because contact centers are at a particularly transformative point in their existence. As a newcomer to the contact center world, I was impressed with the strides the industry has made.

Contact Center 44

Contact Center Conference Culture Airlines 44

Avaya

FEBRUARY 13, 2018

If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. What You Need to Know About Contact Center Automation. To help you with AI for contact centers, we offer a Professional Services Discovery Workshop.

Contact Center 67

Contact Center Customer Engagement Chatbots Engagement 67

BlueOcean

JANUARY 9, 2018

Forget AI being the future of the contact center. AI is the now of the contact center. Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. Ultimately, however, the ROI on AI in the contact center will be a massive motivator.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers. Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers.

Contact Center 51

Contact Center Meeting Feedback Interaction 51

Calabrio

MARCH 24, 2020

Since then, we have seen a huge amount of engagement across our Teams channels, a reduction in the concern about working from home and rewarding online workshops with customers. Virtual meetups and coffee breaks are also going strong.

Self Service 130

Self Service Leadership Contact Center Entertainment 130

ShepHyken

JANUARY 7, 2024

BONUS 6 Contact Center Automation Trends for 2024: Predictions from Cx Leaders by Madeline Jacobson (Tethr) Automation in the contact center isn’t new, but in 2024, we expect to see automated technologies taking on more routine processes and workflows than ever before. Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

Call Center 59

Call Center Self Service Software Contact Center 59

NICE inContact

AUGUST 30, 2016

The lineup of distinguished speakers, exceptional training sessions, and hands-on workshops will provide you with instrumental tools to lead your organization into the future. These sessions are designed to meet the needs of those in specific contact center roles and their special areas of interest. Contact Center Manager.

Customer Experience 195

Customer Experience Contact Center Conference User Experience 195

Calabrio

OCTOBER 20, 2020

We helped them spin up and maintain virtual or hybrid contact centers. We also strive to make virtual workshops as valuable as possible for customers going through new training and implementations. With most companies going remote as of late March, being a cloud-first software company really helped. The Power of People.

Self Service 207

Self Service Company Government Contact Center 207

Myra Golden

JUNE 2, 2016

In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido. Employees will walk away from this workshop with specific Aikido techniques and tactics to create calm, take control of the call, defuse anger and move the call to closure. .”

Contact Center 40

Contact Center Training Customer Service Training How To 40

ShepHyken

NOVEMBER 6, 2023

Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Self Service 65

Self Service Customer Service Contact Center Loyalty 65

Myra Golden

JUNE 2, 2016

In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido. Employees will walk away from this workshop with specific Aikido techniques and tactics to create calm, take control of the call, defuse anger and move the call to closure.

Contact Center 40

Contact Center Training Customer Service Training How To 40

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Currently, customers can interact with the contact center via voice and chat channels.

Self Service 84

Self Service Virtual Agent Connections Contact Center 84

ShepHyken

OCTOBER 23, 2023

Forward-thinking businesses have been leveraging conversational AI tools for years—not only to enhance the customer experience, but also to empower contact center agents with the resources they need to do so. My Comment: The future of the contact center is happening today! Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Contact Center Loyalty Tips 62

ShepHyken

OCTOBER 1, 2023

Dave Salisbury (Call Centre Helper) Here are 17 top tips for managing big changes well in the contact center. My Comment: Are you making changes in your contact center (or plan to)? Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Contact centers have not been immune to this phenomenon. Key drivers affecting labor markets.

Contact Center 85

Contact Center Conference Training Call Center 85

eGain Blogs

AUGUST 12, 2022

Premier industry analyst and CX leaders will share the hottest trends in digital engagement and contact center operations. eGain CEO, Ashu Roy, will talk about the “advent of super-agents in the contact center.” Which is why we are calling it the #1 Knowledge Management conference your CX needs.

Conference 87

Conference Self Service Chatbots Contact Center 87

NICE inContact

MARCH 8, 2018

Besides the fact that this is the largest, most informative event in our industry, here are our top three: Top-notch training and workshops on NICE inContact solutions but also on trends, challenges and hot topics in the contact center industry. You just can’t get this kind of information anywhere else!

Interaction 120

Interaction Conference Management How To 120

Experience Investigators by 360Connext

APRIL 25, 2023

Leaders Don’t Really Understand Front-Line and Other Roles Culture starts at the top, moves through the middle, and must make it all the way to the front-line employees, field technicians, contact center agents, custodial professionals, and beyond! When leading workshops with leaders, I often start with a simple exercise.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

CX Accelerator

AUGUST 1, 2018

Un-peeling the layers of psychological and physical health in the contact center is incredibly powerful and can foster growth. Never force any of your team members to participate in these initiatives, and always talk with your Human Resources department before implementing any mental health programs in your contact center.

Contact Center 182

Contact Center Resources Groups Culture 182

Calabrio

JULY 5, 2016

A major component of that is the customer service provided by contact center agents. Contact center speech analytics software can quantify speech hits and provide more visibility into how often a phrase or question is repeated. Interactions may remain calm, yet still be classified as a negative. Go the extra mile.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

ijgolding

JANUARY 22, 2018

The Customer Contact Week annual winter conference is the world’s largest customer contact event series, packed with exhibitors, speakers, and workshops that allow customer care, CX, and contact center leaders to come together for an unforgettable experience, and leave ready to make a difference for their customers.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

Calabrio

OCTOBER 20, 2020

We helped them spin up and maintain virtual or hybrid contact centers. We also strive to make virtual workshops as valuable as possible for customers going through new training and implementations. With most companies going remote as of late March, being a cloud-first software company really helped. The Power of People.

Self Service 130

Self Service Company Government Contact Center 130

NobelBiz

FEBRUARY 15, 2023

Some call centers will run more frequent or extended calls that include all agents on the team, or a few “tiger teams” that run individual reviews for each agent. This workshop brings together at the same table the management of the contact center and the ordering client.

Call Center 52

Call Center How To Handbook Measurement 52

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. Here are my top five picks from last week.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

BirdEye

JUNE 4, 2021

We sat down with Brandon Dowdy-Ernst, CXO of Smile Workshop to understand what exactly a Chief Experience Officer does and whether every company should have one. Can you tell us a little bit about Smile Workshop? Smile Workshop is a 14-location dental practice headquartered in Texas. Try Birdeye.

Social Media 98

Social Media Touchpoint Customer Journeys Communication 98

CX Accelerator

AUGUST 1, 2018

Un-peeling the layers of psychological and physical health in the contact center is incredibly powerful and can foster growth. Never force any of your team members to participate in these initiatives, and always talk with your Human Resources department before implementing any mental health programs in your contact center.

Contact Center 140

Contact Center Resources Groups Culture 140

BlueOcean

DECEMBER 13, 2022

Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts. That said, when issues arise, loyalty members seeking support don’t always turn to the contact center team first.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Successfully integrating real-time call monitoring in your contact center requires a well-thought-out strategy.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52