BlueOcean

JANUARY 20, 2023

For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.” And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

APRIL 28, 2020

Even after the immediate threat is over and the adrenaline of crisis management has done all it can, there will be long-term shifts in how we work, communicate, shop, and behave. Many of these questions start at home – with work-at-home, to be exact. Many of these questions start at home – with work-at-home, to be exact.

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156

TechSee

NOVEMBER 22, 2021

The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time. Work-from-home staff members require several basic peripherals, such as: .

How To 109

How To Self Service Telecommunications Software 109

BlueOcean

JUNE 22, 2022

Read on to unpack our recommendations as an outsourcer supporting some of the world’s best brands in verticals from SaaS to travel and tourism. RFP Question: Describe your technical infrastructure relative to the remote work model. Core to this is a conversation around remote and on-premise solutions.

Contact Center 156

Contact Center Technology Tourism Exceptional Customer Service 156

ShepHyken

MARCH 10, 2023

She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome. For employees, flexible working offers greater comfort and a better work-life balance.

Tips 117

Tips Customer Service Company Knowledge Base 117

Comm100

APRIL 7, 2020

Coronavirus has entirely changed the notion of working from home. Almost overnight, millions of people have been asked or ordered to leave the office and work remotely to help contain the spread of the virus, while trying to continue operations ‘as normal’. Does everyone have the equipment they need?

Customer Service 130

Customer Service e-support How To Contact Center 130

TechSee

DECEMBER 16, 2020

How Visual Remote Assistant works. Visual Remote Assistant has been seamlessly embedded within Salesforce Service Cloud and Field Service to deliver real-time, visual remote support. An industry-first, Visual Remote Assistant is powered by a multi-patented, browser-based service for intuitive, app-free visual engagement.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

COPC

OCTOBER 16, 2023

We share some of the key highlights from these insightful discussions below. These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. Senior CX leaders provided valuable input and experiences in this interactive session.

Leadership 94

Leadership Transportation Culture Contact Center 94

TechSee

SEPTEMBER 9, 2020

This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals. x things by themselves with remote guidance than have an engineer visit indoors.

Management 145

Management Self Service Multi-Channel Video 145

TechSee

JUNE 10, 2021

Sure, they divert your workforce from more strategic tasks. . Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. Yes, they cost a lot.

Self Service 207

Self Service Innovation Analytics Transportation 207

TechSee

AUGUST 24, 2021

After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH model. IT expertise is particularly in demand when the remote workforce experiences technical issues – and they do, often. IT Should Lead the Remote Onboarding Process.

Self Service 109

Self Service Policies Tips Video 109

ShepHyken

JANUARY 11, 2023

This comes in the form of streamlining processes, self-service customer support solutions and more. I had a chance to learn from one of my clients, Mitel, about this very topic. Here are three concepts from Mitel, followed by my commentary: . But what about the employees’ needs? Do we make that same effort for our employees?

Employee Experience 127

Employee Experience Customer Experience Self Service Call Center Experience 127

TechSee

APRIL 21, 2023

Just like office workers get frustrated with hour-long “meetings that could have been a quick email”, customer service teams and consumers’ worst nightmare is a redundant visit that could have been solved autonomously and remotely. And what is the hidden environmental cost of redundant technician home visits?

Financial 109

Financial Transportation Software Government 109

TechSee

FEBRUARY 19, 2024

64% of consumers expect real-time responses from companies. This cognitive solution would maintain context throughout an interaction. For example, multi-sensory integrates visual cues (such as images or videos) and voice-based interactions, allowing customers to interact with AI much like they would any remote agent or technician.

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Virtual Agent Chatbots Training Interaction 124

TechSee

APRIL 7, 2021

Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle. Another common reason for employee downtime is when a staff member’s home-based device malfunctions.

Self Service 109

Self Service Examples How To Software 109

TechSee

APRIL 21, 2020

From utility companies and communication services providers to insurers and consumer electronics suppliers, the two main challenges are ensuring service delivery and protecting their most essential workers: field technicians. This has prompted many organizations to explore innovative technologies such as remote Visual Assistance.

Software 109

Software Guidelines Insurance Contact Center 109

TechSee

MARCH 23, 2020

Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. The chosen solution is also likely to include capabilities such as instant messaging and file sharing.

Call Center 109

Call Center Contact Center Policies Software 109

TechSee

JANUARY 14, 2021

Having recognised the need to provide customers with alternative support options over the last 9 months when on-site assistance was not feasible, more and more companies are turning to contactless service as a way to help their customers without stepping foot into their homes. Investments in contactless remote support options are paying off.

Loyalty 109

Loyalty Consumers Meeting Customer Expectations 109

TechSee

OCTOBER 13, 2020

Lower Volume – remotely or proactively address customers’ issues to decrease the need for truck rolls. Resolve more issues remotely. Enabling a remote or virtual technician to guide the customer toward a resolution without visiting their home is a model that has proven invaluable during the current pandemic.

Meeting 202

Meeting How To Knowledge Base Contact Center 202

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. But with remote work, you can’t fully control what an employee does.

Management 89

Management Contact Center Culture Engagement 89

CSM Magazine

FEBRUARY 28, 2023

One of the biggest changes to come out of the pandemic is the introduction of remote work. Although some businesses already offered remote or hybrid work to their employees, it was quite uncommon for businesses to operate in a fully remote way. Keep on reading to find out more!

How To 52

How To Software Tips Communication 52

Enalyzer

JUNE 29, 2020

On March 11, 2020, as Denmark went on lockdown due to COVID-19, PFA sends all of its 1300 employees home. Overnight their way of working changed drastically. “At the time, we had a few people who worked from home on rare occasions but nothing at this scale.” As of today, PFA has more than 1.3

Consulting 98

Consulting Connections Report Meeting 98

NobelBiz

FEBRUARY 20, 2024

These issues can range from numbers being labeled and blocked, poor number management, severe drops in contact rates, to frequent network downtime due to lack of redundancy, and delayed resolutions for telecom-related technical issues. Remote work becomes feasible, allowing call centers to operate efficiently from various locations.

Contact Center 105

Contact Center Call Center Self Service System 105

Playvox

OCTOBER 18, 2022

But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. Fifty-six percent (56%) said they would consider leaving their current employer if they weren’t offered a remote work option. The State of Remote Work in Contact Centers. Leanne Y., Philip A.,

Contact Center 69

Contact Center Management Policies Study 69

CSM Magazine

JANUARY 9, 2024

Creating a comfortable and productive home office is essential for maximizing your efficiency and well-being. With the rise of remote work and the increasing number of people working from home, it’s more important than ever to design a workspace that fosters creativity and focus.

Tips 52

Tips Travel Meeting Technology 52

Cyara

FEBRUARY 22, 2024

The last mile of a journey, whether that be a walk to your car after a long hike, a few final numbers added to the odometer as you near your destination, or – more metaphorically and also relevant to this blog post – the last few elements that must work seamlessly together to ensure your contact center agents can serve customers over the phone.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

Playvox

AUGUST 30, 2022

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. You’ve worked hard to build a team of great agents, who have grown used to a remote or hybrid environment — and they’re not ready to give it up yet. Lindsey J.,

Contact Center 84

Contact Center eBook Study Policies 84

Magellan Solutions

DECEMBER 5, 2022

Remote Patient Monitoring Improves Healthcare. Experts call this Remote Patient Monitoring (RPM). Even though remote patient monitoring has a lot of upsides, many people still don’t know it well. In this guide, we’ll explain the process flow, what RPM stands for, and how it works. A study from the St.

Healthcare 74

Healthcare Hospitality Study System 74

Talkdesk

SEPTEMBER 23, 2020

Now that your teams have successfully transitioned and adapted to a work-from-home (WFH) routine, it’s time to consider new strategies to keep business operations running smoothly. Another 27% of workers admit to opening emails and attachments from unfamiliar senders. These numbers should not be taken lightly.

Contact Center 115

Contact Center Tips Customer relationships Survey 115

ShepHyken

JANUARY 22, 2021

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. Now, the real question is, how do we monitor remote agents to ensure maximum efficiency with minimum supervision required.

Call Center 87

Call Center Virtual Call Center Contact Center Average Handle Time 87

Talkdesk

MAY 19, 2020

A remote work program has become a differentiator for organizations looking to attract and retain talent. The possibility to work from home provides staff with greater flexibility and reduces levels of pressure and stress. Here some steps to ensure a successful deployment of a remote work model. #1

Employee Engagement 100

Employee Engagement Communication Strategy Measurement 100

Clarivate

DECEMBER 16, 2021

Over the past two years, these women have done essential work in addressing COVID-19 and in helping to create a more equitable STEM field post-pandemic. Many have had their work cited and showcased in widely-respected scientific and academic publications. Alex is based in Boston, United States, working remotely from her home office.

Leadership 98

Leadership Hospitality Video Analysis 98

ShepHyken

APRIL 14, 2023

She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. However, with the shift to hybrid and remote work environments, how do contact center leaders keep their agents happy and engaged?

Contact Center 64

Contact Center Customer Satisfaction Engagement Customers 64

Interactions

DECEMBER 9, 2022

And the second one is a work-from-anywhere model. Most companies are now a work-from-anywhere, hybrid model. Employees work from home, in the office, or some combination. Five million dollars is the average cost per breach involving a remote worker (IBM Security, Cost of a Data Breach Report 2022).

Average Handle Time 118

Average Handle Time Contact Center Banking CRM 118

NobelBiz

NOVEMBER 20, 2023

Whether you’re stationed in the office, working remotely, or constantly on the move, this system ensures you never miss crucial calls. Leveraging the power of the cloud, this VoIP service allows you to take calls seamlessly from any location across the globe, making it an ideal 100% work-from-home solution.

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System Communication Contact Center Self Service 103

AWS Machine Learning

APRIL 22, 2024

They edit their own files, run their own jobs, and want to avoid impacting each other’s work. In this post, we introduce a solution to integrate HyperPod clusters with AWS Managed Microsoft AD, and explain how to achieve a seamless multi-user login environment with a centrally maintained directory. Choose Next. We will add LDAPS later.

Groups 77

Groups Software System Policies 77

Playvox

JANUARY 13, 2022

Customer and employee expectations dictate a need for modern, integrated solutions that will improve CX and make employees more effective and efficient. Additionally, the massive work from home phenomenon has altered employee perceptions about where and how work should be done. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79