ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Real-time Remote Monitoring. Here’s how!

Call Center 88

Call Center Contact Center Average Handle Time E-support 88

ViiBE Blog

MAY 3, 2023

ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Anna Gorina May 3, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Existing ways of contacting remote customer support 1.1.

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B2B E-support 2023 2021 52

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. The post Guest Blog: Emphasizing the Human Side of Remote Work appeared first on Calabrio. Let’s face it, the workplace will forever look different.

Blog 59

Blog Webinar Contact Center Customer Satisfaction 59

Eptica

SEPTEMBER 16, 2020

Author: Pauline Ashenden - Demand Generation Manager 2020 has been a turbulent year for everyone – but what has been the impact on customer experience in general, and contact centres in particular? 5 top priorities for today’s contact centers. Share this page on: Tweet.

Customer Experience 127

Customer Experience 2020 Contact Center ROI 127

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. CX Trend: Make it Personal A weak economy impacts everyone, so it is important for contact centers to understand how this impacts their customers.

2023 78

2023 Contact Center Consumers Technology 78

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic. What We’ve Learned So Far.

Contact Center 78

Contact Center Management Omnichannel Engagement 78

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. Have you done load testing at high volumes for a fully remote agent workforce? Have you tested for it?

Call Center 105

Call Center Contact Center Events Travel 105

SaleMove

MAY 14, 2020

We sat down, virtually—with some of Glia’s new clients who chose to implement our platform completely remote to ensure their digital customer service is top notch. The post Service ContinuityOn A Time Crunch appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 88

Contact Center Blog Connections Customer Service 88

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Contact Center Webinar 2021 98

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. This spike is a result of the uncertainty but contact volumes have continued to remain high. Intelligent Contact Routing to Self-Service.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. This spike is a result of the uncertainty but contact volumes have continued to remain high. Intelligent Routing to Self-Service.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

UJET

APRIL 21, 2020

Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. You’ve witnessed first-hand, over the course of your career, the growth and evolution of contact centers. How would you best describe the culture at UJET?

Contact Center 72

Contact Center Leadership User Experience Culture 72

ShepHyken

JUNE 30, 2017

By proper integration of Artificial intelligence with these online mediums or call center software businesses can create awe-inspiring customer experience memories by analyzing the past customer history, behaviour trends, etc. Shaista Haque is a marketing enthusiast at Ameyo call center software solutions.

Government 89

Government Technology Blog 2017 89

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate.

Engagement 98

Engagement Contact Center 2021 Metrics 98

Talkdesk

MARCH 26, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. The sheer volume increase would overwhelm even a fully staffed contact center.

Contact Center 92

Contact Center Insurance Call Center Blog 92

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Financial Banking 52

Stella Connect

FEBRUARY 15, 2022

It’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for contact center agents ranges between 30 to 45%—an astonishing 2X the average annual employee churn rate for all other types of jobs in the U.S. First, an Answer About Why Call Centers Have High Turnover.

Call Center 52

Call Center Contact Center 2021 Demo 52

CX Accelerator

MAY 28, 2019

It’s no surprise that the average turnover rate in a contact center environment is 25 percent year over year. Consider all the classic contact center problems--adherence to schedule, failure to share knowledge, snippy attitudes, and burnout. What better place to utilize this strategy than the contact center?

Culture 140

Culture Contact Center Events Hospitality 140

Upstream Works

MAY 4, 2021

What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. Customers want resolutions on the first contact. They want proactive service with agents who can predict upcoming issues.

Connections 78

Connections Engagement Contact Center Technology 78

SaleMove

APRIL 21, 2020

By now, most people are familiar with working remotely and have found themselves in the position where they need to adjust to the new “norms” within their workforce. Empowering Your Remote Workforce If you’re interested in getting started with Digital Customer Service right now, request a personalized demo!

Contact Center 56

Contact Center Webinar Demo 2020 56

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 Workshop White Paper 2021 52

Upstream Works

MARCH 17, 2022

For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. For now, AI will best serve contact centers as a complementary technology.

Contact Center 78

Contact Center Call Center Omnichannel Technology 78

Upstream Works

JUNE 10, 2020

With so much of business shifting to virtual spaces, the contact center has taken on a new kind of prominence that no one could have anticipated. This post is the first in a three-part series examining key issues to help omnichannel contact centers respond effectively during the pandemic. What Customers Really Want.

Contact Center 78

Contact Center Omnichannel Customer Journey Engagement 78

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.

Contact Center 78

Contact Center Connections 2020 Fashion 78

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Remote work will continue to become more common in 2023.

2023 78

2023 Virtual Agent Contact Center Customer Experience 78

UJET

MARCH 17, 2020

The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. Here are five tips to manage your remote customer support agents. Here are five tips to manage your remote customer support agents. Most remote agents enjoy a portable workstation. Daily Check-Ins.

Management 121

Management Communication Contact Center Customer Satisfaction 121

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. ProcedureFlow makes your employees experts faster.

Management 63

Management Contact Center Government Document 63

SaleMove

MAY 14, 2021

Social distancing, quarantines and remote work have impacted consumer expectations and how businesses deliver goods and services. This includes the insurance industry: many have grappled with the desire to deliver impeccable and uninterrupted customer service while their teams work remotely. Customer-Centricity Sets Insurers Apart.

Insurance 52

Insurance White Paper Contact Center Call Center 52

ViiBE Blog

AUGUST 31, 2020

With social distancing as the new normal, words like “travel” and “contact” are considered taboo. They have adapted to the remote work trend and taken advantage of the tech innovations available to sustain operations across the value chain. QIMA: remote inspections. Staying adaptable for the future.

Omnichannel 98

Omnichannel Travel 2022 Innovation 98

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now.

Contact Center 88

Contact Center E Commerce E-support Call Center 88

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 3: DO: Know when group training is most appropriate (and when it’s not).

Customer Service Training 78

Customer Service Training Contact Center Customer Service 2022 78

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

Oracle

JULY 14, 2020

A contactless payment is a payment transaction that doesn’t require physical contact between a consumer’s payment device and a point-of-sale (POS) terminal. “Consumers want safety, and they want to know when they have to touch something that it’s sanitized,” Crone said for the blog.

Customer Experience 111

Customer Experience 2025 Consumers Wireless 111

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. As agents become acclimatized to remote working, many are showing a preference for remaining home-based once the pandemic passes.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

Bold360

APRIL 1, 2020

No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity. COVID-19 has caused massive disruption in the customer service and contact center space, on both the supply side and the demand side.

Call Center 95

Call Center Management Social Media Contact Center 95

SaleMove

MARCH 26, 2020

Seeing as some businesses cannot shut down completely, we have seen a huge spike in the need for remote agents – problem is many current phone systems lack support OR agents aren’t able to access these systems from home. Many traditional contact centers are not equipped to handle the challenges we are all currently facing.

Contact Center 52

Contact Center Webinar Demo Customer Service 52

NICE inContact

JULY 9, 2019

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. Here’s Your One-stop Resource appeared first on NICE inContact Blog. The post Transitioning to the Cloud?

Contact Center 59

Contact Center 2019 Webinar Presentation 59