CSM Magazine

OCTOBER 17, 2023

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation. With that in mind, how do contact centre leaders prepare their frontline teams for future success? If so, why? If so, why?

Self Service 52

Self Service Contact Center Customer Centricity Effort Score 52

Experience Investigators by 360Connext

APRIL 27, 2021

They have smaller teams, fewer resources, and misunderstood goals. Prioritize what improvements to tackle based on your CX Success Statement, the organizational vision, and what resources are available. . This is when to make an argument for what resources are needed to get a return on the investment in CX. . Look to the future.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

NobelBiz

MARCH 26, 2024

– Global CX Insights Report from Oracle Top 5 Examples of CXA CXA is built on several foundational elements, including AI-powered chatbots, Interactive Voice Response (IVR) systems, machine learning algorithms, and data analytics tools. Table of Contents What Is Customer Experience Automation (CXA)?

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Effective workforce management is essential for any business.

Self Service 85

Self Service Management Contact Center ROI 85

Qualtrics

JULY 27, 2021

Here’s what respondents said about their changing needs and priorities, including their desires for non-monetary benefits including flexibility, help with child care, leadership opportunities for women, remote work options, and mental health resources. That’s according to a Qualtrics study of more than 1200 U.S. Child care needs.

Leadership 55

Leadership Resources Course Employee Experience 55

West Monroe

APRIL 17, 2024

Industry leaders recently ranked “building a stronger and more resilient workforce” among the top three investment priorities for 2024. Nearly three-quarters of manufacturers surveyed cited workforce as a key area for investment this year and one of the three leading factors that will contribute to expansion.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Clarivate

APRIL 3, 2024

We explored these timely topics with a panel of experts, capturing their insights in a new white paper entitled “The future of the IP legal profession: Balancing the rise of artificial intelligence with human expertise.” How will corporate and law firm intellectual property (IP) professionals navigate this shifting landscape successfully?

Technology 59

Technology Strategy Analytics Government 59

Clarivate

DECEMBER 6, 2023

What could this mean for the future of the IP legal profession? Today’s global workforce is experiencing significant, swift and continuous shifts. To keep pace, IP legal teams are trying to understand the downstream impact on traditional lawyering and what is needed to successfully navigate the evolving IP ecosystem into the future.

Government 59

Government Resources Industry Technology 59

Magellan Solutions

MAY 2, 2024

By tapping into labor markets in other countries, businesses can often find highly skilled workers at a fraction of the cost compared to domestic resources. Focus on Core Competencies When you outsource offshore, you can free up your internal resources to focus on your organization’s core competencies and strategic priorities.

Call Center 52

Call Center Culture Software Communication 52

TechSee

JUNE 10, 2021

Sure, they divert your workforce from more strategic tasks. . But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. It’s no secret that truck rolls are a necessary evil for the service industry.

Self Service 207

Self Service Innovation Analytics Transportation 207

CSM Magazine

NOVEMBER 23, 2023

With advanced data analytics and reporting, managers can monitor the movement of assets, inventory levels, and workforce productivity in real-time. In today’s fast-paced business world, effective warehouse management is a critical component of success. At the forefront is the precision and efficiency they offer.

Return on Investment 52

Return on Investment Transportation System Analytics 52

NICE inContact

AUGUST 1, 2019

This is critical, because unhappy customers inflict a high price, they: Result in fewer, or no, repeat sales Cost more to service – more time, resources and escalated calls. What can you do when revenue targets keep increasing but your budget stays the same? Up to 30% of their target goal!

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Playvox

APRIL 12, 2022

But a schedule also helps your resource planning department and contact center managers understand where time is being spent each day to get a big-picture overview that will assist in future planning. Related Article: Spreadsheets are to Workforce Management as Dial-Up is to the Internet. What Is Contact Center Scheduling?

Contact Center 81

Contact Center Tips Software Tools 81

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

TechSee

MAY 4, 2021

gigs will surpass the permanent workforce by 2027, growing 40% by 2027 to reach 86 million. According to Aspect Software , while 16% of customer service agents currently work in the gig economy as “on-demand” agents, 41% of all agents and 51% of Millennial agents said they would be interested in an on-demand job in the future. .

Customer Service 182

Customer Service Contact Center Call Center Retail 182

BlueOcean

MARCH 13, 2023

Value comes from focusing energy and resources on complex customer care scenarios that require human insight and human decision-making. Value comes from focusing energy and resources on complex customer care scenarios that require human insight and human decision-making. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

NICE inContact

AUGUST 1, 2019

This is critical, because unhappy customers inflict a high price, they: Result in fewer, or no, repeat sales Cost more to service – more time, resources and escalated calls. What can you do when revenue targets keep increasing but your budget stays the same? Up to 30% of their target goal!

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

Playvox

JANUARY 12, 2023

In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. Adding remote work or a hybrid setup to the mix can make things even tougher. But does it have to? Why Agents Want To Work Remotely — And Why You Should Let Them.

Contact Center 69

Contact Center Metrics Study eBook 69

Alliance by IFS

NOVEMBER 26, 2019

Other labor market conditions contributing to a workforce skills gap : a growing number of skilled trade professionals who prefer freelance, and insufficient interest in skilled trades of people entering the workforce. Digital Solutions to Bridge the Workforce Skills Gap. Workforce Management. Knowledge Management.

e-support 100

e-support Knowledge Base Social Media Training 100

SurveySparrow

APRIL 28, 2023

With autonomy and decision-making power, employees feel empowered to take ownership of their work and provide direct reports with more robust job performance. As an HR strategy, encouraging empowerment means giving employees the tools and resources to make decisions aligned with the organizational goals.

Leadership 52

Leadership Culture Employee Engagement Resources 52

Clarivate

NOVEMBER 10, 2021

At Clarivate, we believe that diverse viewpoints, backgrounds and life experiences are central to shaping our shared future. These efforts include launching a diversity, equity, inclusion and belonging (DEIB) steering committee, and reporting on our progress towards the Women’s Empowerment Principles. Watch their story.

Analysis 98

Analysis Consulting Video Groups 98

SurveySensum

FEBRUARY 29, 2024

Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. Eventually, Neha left for a competitor, leaving a void in her team and a loss to the company. This scenario underscores the critical link between employee satisfaction and overall organizational success. Well, it is!

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

Magellan Solutions

FEBRUARY 5, 2024

Flexibility and Scalability Outsourcing offers flexible and cost-effective IT resource management. Did you know? Discovering the secrets of success lies in understanding the game-changing advantages of information technology (IT) outsourcing. Get ready to gain a competitive edge and drive your business forward. Let’s get into it!

Competitive Advantage 52

Competitive Advantage Innovation Government Resources 52

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. While most contact centers have successfully transitioned to some form of remote workforce since COVID shutdowns, the return to fully on-site work—and its effect on agents—is unclear.

Contact Center 77

Contact Center Training Gamification eBook 77

COPC

DECEMBER 23, 2022

Employee Engagement Research, Global Report. High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. .

Employee Engagement 89

Employee Engagement Engagement Company Contact Center 89

CSM Magazine

DECEMBER 8, 2022

However, a new report found the field service industry is experiencing this pressure on a whole new level as inflation remains high and skills gaps widen. Moreover, inflation drove the average cost of field service 7% higher in 2022, according to Aquant’s 2023 Service Intelligence Benchmark Report. What the data tells us.

Software 52

Software Measurement Report Call Center 52

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. However, COVID-19 proved to be a catalyst for adopting the cloud-based model due to its work-from-home capabilities.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

CSM Magazine

SEPTEMBER 11, 2023

It’s no secret that workforce management (WFM) is at the core of effective business operations. He said: “Getting the most from your WFM tool isn’t just about software; it’s about the strategic alignment of operational processes and resources to meet overall business objectives.”

Management 52

Management Return on Investment Entertainment Resources 52

Alliance by IFS

JANUARY 25, 2019

In a recent poll of 42,000 employers, 40% reported having difficulties filling these roles. ’ We interviewed nearly 50 Millennial technicians and used leading industry research to create an infographic that tells you what you need to know when it comes to tackling the modern day technician resource gap. Latest Technology.

Infographics 84

Infographics Training Groups Resources 84

BlueOcean

MARCH 8, 2016

You’re making a decision to trust someone else completely and you’re inviting them to build a future with you. In our book, both client and provider need to be 100% rock solid on what success looks like and how it will be measured and reported on before you sign a contract together. Outsourcing. Not a decision to be taken lightly.

Contact Center 159

Contact Center Chief Customer Officer Training Measurement 159

BlueOcean

JANUARY 11, 2016

Essential stakeholders from your own team will meet with your executive sponsor, your Program Manager, the Technical Lead, and leaders from Human Resources, Workforce Management, and Quality Assurance. The forecasting process is the foundation of effective workforce management and productive agent scheduling.

Contact Center 149

Contact Center Effort Score Metrics Government 149

CSM Magazine

MAY 5, 2023

While expected reductions in energy prices should see an easing in this figure, the impact of the crisis is significant, with 76% of adults reporting a cut back in their overall spending. In the current environment, where you need to be optimising the value available from the resources that you have, that simply doesn’t make sense.

Technology 52

Technology Customer Service Self Service B2C 52

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Its role is to maintain the best practices and requirements in the COPC CX Standard. OBSERVATIONS AI is irrevocably altering customer service. This

Contact Center 52

Contact Center Metrics Training Call Center 52

CSM Magazine

JANUARY 26, 2023

Research released today by the CCMA (Call Centre Management Association) highlights the changing nature of calls taken in the contact centre are having an impact on frontline wellbeing, with more than half of frontline colleagues reporting at least one symptom of work-related stress or burnout.

Report 52

Report Banking Groups Survey 52

SurveySparrow

JULY 31, 2023

Reports back this up. According to a report by Forbes , a staggering 80% of enterprises are actively channeling their investments into artificial intelligence. Did you know that advances in artificial intelligence are changing the way brands gather and activate consumer insights? The best part? Let’s look at the process: 1.

Consumers 52

Consumers Marketing Social Media Analysis 52

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. We publish new resources on the regular, so stay in the loop by signing up for our CX newsletter.) . This leaves you with more uncertainty about CX than you had at the start of your research.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337