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 Workshop Contact Center 94

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.

Innovation 207

Innovation 2025 Transportation Consumers 207

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 Call Center Customer Service Training 127

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 Multi-Channel Contact Center Webinar 145

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: .

Telecommunications 109

Telecommunications 2022 Travel Document 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.

Virtual Agent 124

Virtual Agent Interaction Document ROI 124

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 Webinar Technology 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.

Consumers 109

Consumers Loyalty Customer Expectations 2021 109

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 2021 89

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.

Contact Center 202

Contact Center 2025 2019 Measurement 202

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

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 2022 Transportation 69

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 Transportation Events Management 84

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 2023 Customer Satisfaction Article 64

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.

Connections 109

Connections Leadership Culture Measurement 109

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 Contact Center Average Handle Time E-support 87

TechSee

FEBRUARY 23, 2021

The Impact of 3G Sunsetting on Home Security. For home security customers, home security alarms have become a critical focus of this switchover. For home security customers, home security alarms have become a critical focus of this switchover. Visual Assistance for 4G Home Security System Upgrades.

2022 109

2022 Contact Center Exceptional Customer Service Seminar 109

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 2026 Transportation 2022 109

Talkdesk

JUNE 5, 2020

As social distancing and quarantine measures were put in place by governments across the globe, businesses had to quickly reinvent themselves in order to ensure a successful work-from-home (WFH) shift. Now that agents are operating in the safety of their own homes, concerns have shifted to focus on productivity.

Contact Center 86

Contact Center Wireless Government 2020 86

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.

2021 109

2021 Technology Engagement Presentation 109

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 2022 Omnichannel 2025 79

TechSee

JULY 29, 2020

Jonny is a field technician for a major home appliances brand. Working to raise technician utilization rates allows businesses to get more done with fewer team members, enhancing both productivity and profitability, minimizing cost per ticket and keeping operational expenses in check. Get Help from Remote Experts.

Travel 109

Travel Technology Connections Consulting 109

CX University

MARCH 18, 2020

With all the office buildings and school closures resulting from COVID-19, many businesses are transitioning from traditional to distributed office spaces. That makes this transitional period as we pivot to work-from-home office spaces extremely important. We need to be aware of a potential drop in engagement.

2019 110

2019 Engagement Communication Interaction 110

Upstream Works

JUNE 25, 2020

The idea of having home-based agents is not new for contact centers. What is new is having to suddenly pivot from having agents in centralized locations to operating remotely. As we enter the fourth month of the new normal, work from home (WFH) patterns have been established.

Contact Center 78

Contact Center Management Omnichannel Engagement 78

Magellan Solutions

AUGUST 21, 2021

BPO Philippines has been adapting a remote strategy for a year, is it time to permanently conform to it? Employees around the world are becoming accustomed to business-wide remote work arrangements, video conferences, and virtual collaborations. . Is a Work From Home Setup Effective in BPO Philippines?

Call Center 52

Call Center 2021 2019 2013 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 2020 Connections Books 98

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. There is another stakeholder group that benefits from the cloud – agents. Not only are their numbers much larger than IT, but they will be the most hands-on users of CCaaS solutions.

Contact Center 78

Contact Center Connections 2020 Fashion 78

CSM Magazine

JUNE 16, 2022

Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents. Until recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis, according to a report from analyst ContactBabel.

Connections 52

Connections Download Financial Insights 52

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. They are also more likely to stay with the company for the long term.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Think Customers

APRIL 6, 2022

Employees increasingly want flexible work environments that include remote or hybrid options, but companies also must keep their business needs top-of-mind and keep rising labor costs in check. Employers face major hurdles when it comes to luring workers back to in-person work. Look at-home for the long term.

Engagement 52

Engagement Contact Center Communication Innovation 52

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 2027 2021 74

CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. There has been a rapid change in recent years in how people live and work.

E Commerce 52

E Commerce Banking E-support Financial 52

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Make Legacy Tech Work Smarter. 13% High Call Volume.

Call Center 98

Call Center Contact Center Webinar 2021 98

CSM Magazine

APRIL 25, 2023

This change has been mirrored in the increased number of automated and self-service payment options now available for contact centres, online and remote sales operations. Working with an approved Level One PCI DSS supplier also ensures that data security is maintained when taking payments.

2023 52

2023 E Commerce Return on Investment ROI 52

COPC

MARCH 11, 2024

Should this role be fully in-office, hybrid, or remote? Have we considered current research showing that at-home employees are more satisfied than those required to go into an office? Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts?

Call Center 98

Call Center Contact Center Culture Engagement 98

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

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. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day.

Contact Center 77

Contact Center Engagement Management Communication 77