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.

B2B 52

B2B E-support 2023 2021 52

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

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. Are they personally doing okay?

Blog 59

Blog Webinar Contact Center Customer Satisfaction 59

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.

Contact Center 78

Contact Center Management Omnichannel Engagement 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 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

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

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

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. You would have to see it to believe it.

Contact Center 72

Contact Center Leadership User Experience Culture 72

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. On a bad day, we are just trying to survive! This is wonderful and important.

Culture 140

Culture Contact Center Events Hospitality 140

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. Intelligent apps : The cost of business operation and the rate of defection have reduced to minimal. Obviously ‘No’.

Government 89

Government Technology Blog 2017 89

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

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

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

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

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

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

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

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. Consistent communication can help remote agents stay focused, have a clear understanding of their tasks, and help them feel connected to the bigger team.

Management 121

Management Communication Contact Center Customer Satisfaction 121

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

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

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

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. Work from anywhere.

Customer Experience 111

Customer Experience 2025 Consumers Wireless 111

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

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. As businesses continue to expand and evolve, it’s essential to ensure that the contact center solution you’re using is scalable, efficient, and effective.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

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

ViiBE Blog

MAY 20, 2021

Remote visual support and AR are two vastly emerging technology redefining customer service and the traditional approach to customer support, with a predicted 1.9 Yet what are the considerations you should look at when selecting the perfect remote visual support solution for your business? What is remote visual support?

Transportation 52

Transportation Average Handle Time Contact Center Technology 52

Bold360

MARCH 16, 2020

Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. As volume grows across your digital channels it is key to manage the additional strain on your contact center. All of these factors are presenting a near-existential crisis to companies worldwide.

Customer Experience 59

Customer Experience Contact Center Leadership Customers 59

NICE inContact

SEPTEMBER 27, 2019

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The contact center lacked modern features and functionality and didn’t have skills-based routing or dashboards. I highly recommend CXone to any contact center.”.

Contact Center 54

Contact Center Call Center Definition Customer Satisfaction 54

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. What is the key to success in a call center? Call Center , Customer experience. What is a call center? Call centers are large, complex organizations that receive or transmit massive volumes of telephone calls every day. These phone calls are fielded by call center agents. Kelly Dell.

Call Center 52

Call Center 2021 Contact Center Insurance 52

Call Experts

MARCH 5, 2020

Cue the experienced live-agent contact center. . Here are our top 4 benefits of partnering with a contact center to support and grow your plumbing business: . Hire a plumbing contact center that works 24x7x365. Contact centers are available virtually and remotely. Seamless Integration.

Contact Center 80

Contact Center Call Center 2018 Customer Journey Mapping 80

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. According to a Pew Research Center report, “The State of Gig Work in 2021,” 9% of U.S. workforce by 2023.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

Bold360

JULY 24, 2020

Prediction 1: Contact centers will pivot to become permanently remote. As working from home became the new normal, companies who hadn’t already would obviously need to shift to remote contact centers. The total failure of traditional contact channels made an already tempting transition a no-brainer.

Contact Center 52

Contact Center Return on Investment Consumers Technology 52

Beyond Philosophy

JANUARY 12, 2022

Listening to the VoP can help organizations not only help their customers faster and more efficiently, particularly in the contact center (reducing call time, avoiding calls in the first place), but also become more competitive,” says Goebel. However, he also sees sweeping implications for contact centers. “

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78