contact-centers plans 
NICE inContact
MARCH 15, 2020
When I dial 211, an automated call message directs me to a kind voice of a contact center agent on the other line that greets me with “how can I help you today?” The call center agent has a plan. Like so many, I am looking for clear instructions on what to do during the COVID-19 outbreak.
Playvox
APRIL 19, 2022
If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t be static. Radically Operationalized Capacity Planning.”.
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NICE inContact
SEPTEMBER 8, 2017
Each year as Southeasterners brace for another hurricane season they are advised to develop disaster recovery plans. This year’s active hurricane season prompts us all to reflect on our own readiness in case of disaster, including in the contact center. If you don’t already have a disaster recovery plan, now is the time.
Talkdesk
AUGUST 3, 2020
In addition, your contact center might have witnessed some shifts in the composition of its staff. In the contact center space, security breaches can seriously damage your business by penetrating valuable customer data. The post 3 contact center security threats every business must plan for appeared first on Talkdesk.
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This new normal brings new challenges for contact centers. This eBook includes checklists for developing agent empathy and business continuity plans. Happier agents mean a better customer experience and improved CSAT/NPS scores. Find out what you need to do for your organization to excel.
InMoment XI
FEBRUARY 8, 2024
As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.
Interactions
APRIL 9, 2020
And while there are many factors influencing organizations right now, it becomes clear that those with tested, thorough, and agile Business Continuity Plans are seeing the benefits. According to Mercer , 51% of companies around the world have no plans or protocols in place to combat a global emergency, such as coronavirus (COVID-19).
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
Insights from a contact center leader who’s done it with proven success. A plan for your contact center to introduce AI automation in the next six months. Key takeaways: Step-by-step process for conversational AI self-service implementation. October 24th, 2019 9:30 AM PDT, 12:30 PM EDT, 5:30 PM GMT.
Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor
In today’s high-pressure world, digital transformation is everywhere on the agendas of corporate boards and has risen to the top of CEOs’ strategic plans. This webinar is designed for a broad audience including business and technology professionals, as well as managers in the contact center industry.
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. And smooth communications with operations staff and accountability to plan become your daily reality.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
Somewhere in a global contact center, there is an agent who has spent the last 8 hours answering questions from disgruntled customers. In order to keep agents both satisfied and engaged, we must develop a plan that mitigates the concerns of current agents and halts any potential issues that may arise with new hires.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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