Comm100

NOVEMBER 15, 2022

The number one benefit of integrating digital channels into a contact centre platform is the ability to grow its customer base. Digital omnichannel platforms like Comm100 can be integrated into contact centre software so every channel is combined into one platform and the customer only needs one piece of software. Grow customer base.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

Eptica

MARCH 11, 2022

Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams. Learn more by reading the full blog on our parent company Enghouse Interactive’s site here. What is preventing success?

Customer Service 126

Customer Service Interaction Customers Engagement 126

Vonage

JANUARY 30, 2019

AI & Contact Centres. We are now beyond the bot conversation stage and are starting to appreciate that AI technologies such as Natural Language Understanding and Machine Learning will turbo boost everything from routing to recruitment. Contact centres are a case in point. AI is one of them. Technology-Enabled Innovation.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Eptica

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre. Published on: September 24, 2021.

Tips 123

Tips Measurement Interaction Management 123

GetFeedback

FEBRUARY 13, 2019

The South Dublin County Volunteer Centre’s mission is to promote the value of volunteer work and increase its range and quality in Ireland. The volunteer centre’s role is to connect individuals with an organization that matches their job preferences. The centre now boasts a 97% overall satisfaction rate for their services.

Survey 199

Survey Measurement Government Feedback 199

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. Learn how to leverage the most under-utilised and powerful human resource in business today – Customer Empathy.”

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

C3Centricity

AUGUST 4, 2020

It is more than five years ago that Twitter was first referred to as today’s call centre. Twitter is often referred to as today's call centre. What makes a great customer care centre? Most call centres today are a frustrating if sometimes necessary experience for customers to endure.

Customer Service 177

Customer Service Social Media Customer Service Representative Self Service 177

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him. Published on: December 16, 2020. Share this page on: Tweet.

Customer Service 118

Customer Service Video Customers Interaction 118

InMoment XI

OCTOBER 19, 2021

There’s one resource that has long been underutilized for mining data—the contact centre! The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective. Beyond our contact centre data we can also leverage external sources such as social media or reviews.

Analytics 295

Analytics Data Customer Experience Social Media 295

Eptica

JANUARY 29, 2021

Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Learning from Santa’s customer service success. The benefits of bringing video into the contact centre. Published on: January 29, 2021. Share this page on: Tweet.

Technology 127

Technology How To Video Customer Service 127

CSM Magazine

APRIL 22, 2024

By fostering a close relationship between the tech team and contact centre staff, they can quickly identify pain points and develop solutions that simplify the customer journey. Start Small – But Continue to Learn A common theme throughout the discussion was the importance of starting small and embracing continuous learning.

Omni-Channel 52

Omni-Channel Fashion Groups Culture 52

Eptica

JANUARY 6, 2023

What can we learn from 2022 as we set out strategies for the year ahead? Seven ways to tackle call abandonment in the contact centre. What can we learn from 2022 as we set out strategies for the year ahead? Published on: January 06, 2023. Read the full piece on our parent company Enghouse Interactive’s blog here.

Customer Service 124

Customer Service Chatbots Tips Trends 124

Adrian Swinscoe

JANUARY 4, 2022

This guest post by Dave Hoekstra, a Product Evangelist at Calabrio, reflects on lessons learned by contact centres in 2021 and offers a glimpse into 2022, […]. The post A glimpse into 2022: How can contact centres plan ahead? first appeared on Adrian Swinscoe.

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98

CSM Magazine

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. of interactions today. As a result, agent skillsets are changing too.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

Storyminers

DECEMBER 3, 2020

Highlights include a keynote presentation from Pancho Campo who will present a session about his experience working with former President of the United States Barack Obama, and how his learnings have impacted his approach to the future of events. Buyers will attend from across the globe, with almost a third being new to the event.

Tourism 204

Tourism e-support Hotels Meeting 204

Eptica

JUNE 18, 2021

Date: Friday, June 18, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 ways to improve performance in your contact centre team. Author: Pauline Ashenden - Demand Generation Manager The working experience for staff in your contact centre directly impacts their performance, productivity and well-being.

Tips 96

Tips Meeting Interaction Management 96

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. With that in mind, how do contact centre leaders prepare their frontline teams for future success? If so, why?

Self Service 52

Self Service Contact Center Customer Centricity Effort Score 52

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? It’s important to strike the balance between speed and personalised service delivery.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

CSM Magazine

JUNE 10, 2021

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”. According to a 2020 Call Centre Helper report , 23.9% A further 10.2%

Gamification 105

Gamification How To Call Recording Analytics 105

ShepHyken

FEBRUARY 25, 2024

Learn about the key pillars of delivering top-notch digital experiences to customers. BONUS 16 Ways to Reduce AHT – Without Damaging the Customer Experience by Call Centre Helper (Call Centre Helper) Looking to reduce Average Handling Time (AHT) but worried about damaging the customer experience in the process?

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

Stella Connect

JANUARY 10, 2022

Want to increase your contact centre team’s performance? As we all know, contact centres have high staff turnover especially after the festive season due to a number of reasons, such as: employee absence without leave, poor attendance, late coming, and call manipulation, which all result in performance management related issues.

How To 84

How To Culture Training ROI 84

Eptica

OCTOBER 2, 2020

Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate. Turning a crisis into an opportunity: greener and more sustainable contact centres.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

CSM Magazine

JANUARY 11, 2022

Read on to discover three ways to resolve, rather than increase, complexity in contact centres. Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Cloud-smart contact centres are leading the way. When less is definitely more. Aim for solutions that are: 1.

Omni-Channel 75

Omni-Channel Return on Investment Analytics Chatbots 75

Kerry Bodine

AUGUST 1, 2020

In this engaging webinar, you’ll learn how leading organizations are evolving their customer experience initiatives to centre around customer journeys — and walk away with ideas for transforming your own CX practice. s latest research on this topic.

Customer Journeys 156

Customer Journeys Management Customer Experience Professionals Measurement 156

CSM Magazine

JULY 26, 2023

Nick Brook at Calabrio shares 7 winning strategies for driving all-round flexibility in contact centres. If you’re not a fan of wearing a suit and tie every day and want plenty of time to spend with friends and family, then working in a contact centre is for you. For more flex-boosting tips and techniques, visit Calabrio.

Self Service 52

Self Service Chatbots Analytics Customer Centricity 52

Uniphore

JANUARY 24, 2022

Learn More. Learn More. Learn More. Check out our Agent Assist eBook to learn how to make your desktop work smarter—so you can make every agent your best agent. Call Centre Helper Fall 2020 Survey ‡Enghouse Interactive 2020 Survey. Better call center coaching creates—and retains—better agents. The list goes on….

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

CSM Magazine

SEPTEMBER 18, 2023

Tailored specifically for Operations and IT specialists, Contact Centre Team Leaders and Managers, the event was an insightful nexus of industry experts and like-minded professionals discussing the future of CX. A particularly captivating segment was the discussion around how integrations can bolster the contact centre.

Customer Experience 59

Customer Experience Roadmap Multi-Channel Groups 59

CSM Magazine

NOVEMBER 27, 2020

With home-working becoming the norm, a recent webinar, hosted by Insurance Post, asked representatives from Zurich Insurance, Tesco Underwriting, Canopius, and SAS whether they believed traditional contact centres would ever return. Can Tech Keep Customers Close While Colleagues Work Remotely?

Insurance 98

Insurance How To Chatbots Wait Times 98

Comm100

NOVEMBER 15, 2022

Contact centres are recognizing the restraints of telephone support and incorporating digital channels as they look to digitalize their operations. Book a chat with Comm100 to learn how you can integrate our digital platform into your software to provide your customers with an omnichannel offering. appeared first on Comm100.

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

CSM Magazine

FEBRUARY 1, 2024

The Wellbeing Companion is an app which analyses live, anonymised data to assess the impact of the contact centre environment, culture and workload on an adviser’s wellbeing. He added: “The Wellbeing Companion meets the challenges of modern work life in the contact centre head-on. Voting is open now until March 11th, 2024.

Social Media 52

Social Media Consulting Innovation Culture 52

CSM Magazine

NOVEMBER 3, 2022

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty. The Big Disconnect.

Loyalty 52

Loyalty Brands Self Service e-support 52

NICE inContact

SEPTEMBER 10, 2019

For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost as little as 25 cents. Self-service is an important facet for creating a seamless customer experience. Forrester ).

Self Service 150

Self Service Contact Center Exercises Customer Expectations 150

Eptica

SEPTEMBER 3, 2020

Date: Thursday, September 3, 2020 Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive Turning a crisis into an opportunity: greener and more sustainable contact centres. Research from Exony found that staff commuting to and from UK's call centres generate an annual 1.3

Groups 74

Groups Trends Interaction Marketing 74

Michel Falcon Experience

FEBRUARY 27, 2020

the company welcomed a new leader to my department, the call centre. call centre consisted of a team of 100 call centre agents (not all scheduled at the same time) answering 1,000,000 calls per year (if my memory serves me correctly). A few people were making $100,000 per year as call centre professionals. The Scenario.

Banking 97

Banking Employee Engagement Case Study Guidelines 97

Vonage

JANUARY 16, 2017

Contact centres act as the front-line for many businesses. Operating at their best, contact centres play a fundamental part in creating a positive customer experience. It’s the job of the contact centre manager to oversee the balancing act that makes or breaks a call centre’s success. Listen to feedback from your agents.

Customer Service 120

Customer Service Social Media Technology Training 120

CSM Magazine

FEBRUARY 7, 2023

It also uncovered that 3 in 5 consumers would switch brands due to negative contact centre experiences. Some contact centres will batten down the hatches and strive for operational efficiency. Some contact centres will batten down the hatches and strive for operational efficiency. Calabrio is a trusted ally to leading brands.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

CSM Magazine

FEBRUARY 28, 2024

When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. Early Days and the Founding Principles Sabio’s origins date back to 1998 when the founders chose to concentrate on the contact centre space, recognising its immense potential. How did we get here?

Leadership 52

Leadership Innovation Groups Conference 52