Calabrio

OCTOBER 20, 2020

With most companies going remote as of late March, being a cloud-first software company really helped. We helped them spin up and maintain virtual or hybrid contact centers. Cloud also helped our own operations, allowing a smooth transition to remote work. The Power of People.

Company 130

Company Self Service Government Contact Center 130

Calabrio

OCTOBER 19, 2022

We chose the theme of “Power Up” to represent being back in person with our customers and partners after two years of virtual events. The Digital Transformation of the Contact Center Is Still Happening. What will the demands of the contact center be in 2030?

Connections 147

Connections Contact Center Analytics Travel 147

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. The hybrid work environment is growing, and businesses are continuing to implement new technology to equip their employees with the necessary tools to work from home.

Contact Center 52

Contact Center e-support Culture Meeting 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. The hybrid work environment is growing, and businesses are continuing to implement new technology to equip their employees with the necessary tools to work from home.

Contact Center 52

Contact Center e-support Culture Meeting 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Policies Study 69

BlueOcean

MARCH 20, 2017

They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. We won the business with a solution that was based entirely on using agents located in our center. So what happened?

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. While many respondents felt their companies were handling it well in a remote work environment , others found it lacking.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

NobelBiz

FEBRUARY 10, 2023

Host: Since we’ve officially entered the connected era, how will the emergence of 5g and IoT empower contact centers? So do you see contact centers implementing more self service mechanisms? Steve: NobelBiz is a manufacturer of contact center solutions. Steve Bederman: Yeah, I do think it will help.

Contact Center 52

Contact Center Omni-Channel Self Service Multi-Channel 52

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. In customer service, it helps the computer see the problem, as a true virtual technician. Powered by advances in Deep Learning.

Call Center 84

Call Center Self Service Contact Center Analysis 84

Think Customers

JULY 19, 2021

As more government organizations move citizen services to mobile and cloud-based platforms, virtual systems and remote workforces open up security vulnerabilities. As more government organizations move citizen services to mobile and cloud-based platforms, virtual systems and remote workforces open up security vulnerabilities.

Self Service 52

Self Service Government Contact Center Return on Investment 52

CSM Magazine

JUNE 1, 2021

Over the past year, Canadian contact centres have been stretched like no other time in our history” says CSPN Partner, David Singh. Agents are working remotely, facing unprecedented call-volumes, and peaks and valleys of customer issues.”. Remote or hybrid models seem to be here to stay for contact centres.

Return on Investment 52

Return on Investment Social Media Culture Contact Center 52

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. With more and more global organizations continuing a hybrid WFH model, it’s essential to support remote work environments when optimizing outsourcing contracts. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Playvox

SEPTEMBER 1, 2021

They are expected to be the wealthiest, best educated, and technologically connected group to date with the least human contact than previous generations. Eye contact is powerful and customers generally prefer live agent support. Intelligent Virtual Agent. A virtual agent enables an intelligent, human?like

Customer Service 68

Customer Service Contact Center Virtual Agent Competitive Advantage 68

Magellan Solutions

JULY 3, 2021

Over the last year, call center location models have started to take shape. Some businesses intend to revert to a 100% facility-based call center, while others decided to go completely virtual. Traditional call center with limited personnel available. Some are working remotely. 100% Virtual. Description.

Data 52

Data Call Center Company System 52

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. In-person negotiations with successful bidder. Vendor meetings, initial pitch presentations take place virtually.

Contact Center 294

Contact Center Travel Culture Meeting 294

SmartKarrot

JUNE 16, 2023

While some firms had already embraced remote work long before the outbreak of COVID-19, the pandemic accelerated the rate of working remotely. The second one is that most corporations don’t have the resources to transition from traditional working modalities to allow their employees to start working remotely.

Culture 10

Culture Innovation Social Media Customer Success 10

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. What Does The Contact Center Workplace Of The Future Look Like? Communicate.

Contact Center 86

Contact Center Connections Engagement Video 86

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

Integrity Solutions

MAY 24, 2023

Successful sales people know is about doing something for the customer – not to the customer. The most important variable in the success of any salesperson is themselves. Yet the reality is salespeople today get only a fraction of the sales training needed for them to be successful. Why are you doing the training?

Training 52

Training Sales Culture Management 52

BlueOcean

FEBRUARY 17, 2022

We’ve discussed in the past how COVID-19 has impacted our approach to contact center redundancy measures. The decentralized nature of this hybrid model is, in and of itself, better protection against a myriad of issues that could impact business continuity. A Brief Example.

Contact Center 156

Contact Center Customer Care eBook Course 156

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Magellan Solutions

JUNE 21, 2021

One of many reasons why a call center service provider becomes successful is their use of a cloud-based platform. 60% of call center service provider are more interested in improving their service rather than expanding. . There are three ways that you can implement your cloud service – public, private, and hybrid.

Call Center 52

Call Center Contact Center System Ecommerce 52

NobelBiz

FEBRUARY 22, 2023

Many companies rely on BPO contact centers to handle customer support. Contact centers provide a wide range of support services under one roof. In reality, the rewards are well worth it if you know what you’re searching for and pick the correct BPO call center for your company.

Call Center 52

Call Center Contact Center Multi-Channel Software 52

TechSee

FEBRUARY 20, 2018

Although this information can usually be found in the user manual, customers looking for assistance with these basic tasks drive a large volume of calls to the customer care center, which can be avoided with self-service. Here are the steps to get started: Build the virtual agent around a single strategic objective.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

Kustomer

JUNE 27, 2022

In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success. Coaching Software: Especially useful in our current remote and hybrid world, coaching software can be a powerful business ally.

Software 98

Software Tools Customer Service Self Service 98

Gainsight

FEBRUARY 13, 2023

Subsequently, it’s become a familiar part of the “post-Covid” working world as the hybrid model settles into place as a growing reality for most businesses around the world. What can a customer success platform add to its offering? And again, customer success isn’t just the Customer Success team’s business.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers?

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

SmartKarrot

APRIL 29, 2022

Metaverse is when virtual reality is combined with the physical and digital world. Metaverse is a digital world that has everything in real life- workspaces, shopping centers, leisure centers, meeting spaces, and more. Virtual events and industry conferences. For example- Cisco’s trade show was virtual.

B2B 10

B2B Marketing Conference Advertising 10

NobelBiz

FEBRUARY 23, 2023

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. The telecommunications business has evolved to a service provider model with the advent of VoIP and data center virtualization. This is why certain telecommunications firms have created UCaaS solutions.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Video 52

NobelBiz

JUNE 7, 2021

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. The telecommunications business has evolved to a service provider model with the advent of VoIP and data center virtualization. This is why certain telecommunications firms have created UCaaS solutions.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Video 52