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. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity? Let’s face it, the workplace will forever look different.

Blog 59

Blog Webinar Contact Center Customer Satisfaction 59

CSM Magazine

APRIL 25, 2023

Rob Crutchington, CEO of Encoded, discusses three other key findings and how modern technology and payment orchestration can address the issues to help contact centres reduce costs, protect card data and improve customer experience. The benefits of PayByLink include secure payment and reduced agent time on the call.

2023 52

2023 E Commerce Return on Investment ROI 52

Bold360

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. and employee experience (lack of infrastructure, both hardware and software, to support the sudden shift to remote work). .

Multi-Channel 98

Multi-Channel Customer Engagement Roadmap Engagement 98

Upstream Works

MAY 4, 2021

They want to have options in how they choose to contact you with seamless escalations to personalized service. They want proactive service with agents who can predict upcoming issues. We enhance Amazon Connect to provide a unified desktop, seamless integrations and management simplicity.

Connections 78

Connections Engagement Contact Center Technology 78

CSM Magazine

APRIL 20, 2022

In our last blog , we asked the question ‘what does wellbeing really mean?’ In our last blog , we asked the question ‘what does wellbeing really mean?’ Today’s WEM solutions offer the perfect de-stressing tool for agents, operational supervisors and senior managers. Embrace analytics to boost your wellbeing strategy.

Technology 52

Technology Blog Customer Centricity Download 52

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. Our solution: educate centers on the power of automation and empower agents to use technology to their advantage.

Call Center 98

Call Center Contact Center Webinar 2021 98

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. 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.

Contact Center 78

Contact Center Management Omnichannel Engagement 78

Upstream Works

NOVEMBER 30, 2022

As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. Agent morale suffered which led way to rising turnover and the Great Resignation. Intelligent Contact Routing to Self-Service.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Bold360

APRIL 1, 2020

Investing in self-service and digital support benefits your service agents, customers and organization. Effectively managing incoming traffic and workflow during surge conditions (like now) has never been more important for companies and their customers than right now, and self-service enables that.

Call Center 95

Call Center Management Social Media Contact Center 95

Upstream Works

NOVEMBER 30, 2022

As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. Agent morale suffered which led way to rising turnover and the Great Resignation. Intelligent Routing to Self-Service.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Upstream Works

DECEMBER 20, 2022

There are many areas where emerging applications are poised to make a big impact during 2023, both for improving the agent experience (AX) and for making the customer experience (CX) smarter. AI applications can recognize these distractions and supress them so agents can better focus on their customers. Noise Suppression.

2023 78

2023 Virtual Agent Contact Center Customer Experience 78

Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? Unleash and Unburden Your Employees.

Engagement 98

Engagement Contact Center 2021 Metrics 98

ViiBE Blog

JULY 15, 2021

ViiBE Blog. And what is this call center experience like for the agents themselves? Well, in an inbound call center job, agents are working in a customer service role in which they have to handle incoming phone calls from customers facing various problems. What kinds of questions do call center agents receive? Kelly Dell.

Call Center 52

Call Center 2021 E-support Insurance 52

Eptica

NOVEMBER 27, 2020

Date: Friday, November 27, 2020 Author: Pauline Ashenden - Demand Generation Manager How do you create super-agents in your organisation? Author: Pauline Ashenden - Demand Generation Manager The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved.

2020 63

2020 Measurement Blog Interaction 63

Team Support

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. Don’t be afraid to lighten things up !

Call Center 98

Call Center 2020 Leadership Customers 98

COPC

NOVEMBER 5, 2021

During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. These are: Formalizing work-from-home (WFH) requirements and management. Introducing and optimizing digital transactions.

Contact Center 52

Contact Center Workshop White Paper 2021 52

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

Comm100

NOVEMBER 23, 2021

To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why. Unlike phone support, live chat lets support agents handle multiple concurrent conversations. With this increased capacity, live agents can respond more quickly to customers instead of leaving them waiting on hold.

Customer Experience 90

Customer Experience Multi-Channel Omnichannel Social Media 90

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.

Management 63

Management Contact Center Government Document 63

ViiBE Blog

OCTOBER 28, 2021

ViiBE Blog > Remote Customer Service > Digital Customer Experience What is digital CX? More specifically, digital transformation in the realm of customer service relates to how companies are using digital media to improve their customer experience. Customer shopping online who is satisfied with the store's digital CX 1.

Social Media 52

Social Media 2023 Roadmap E-support 52

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. These phone calls are fielded by call center agents. Important skills and qualities to consider in an agent include: • active listening • effective communication • enthusiasm or positivity • problem-solving mindset Successful call centers are also impacted by objectives. Kelly Dell.

Call Center 52

Call Center 2021 Contact Center Insurance 52

SaleMove

MAY 1, 2020

How can large organizations keep the lines of communication open and ensure their customers are able to connect with an agent or advisor the way they always have in the past? and how they kept their high standards of customer service using remote agents.

Insurance 52

Insurance Events Innovation Connections 52

BirdEye

FEBRUARY 29, 2024

Real estate agents are more than gatekeepers of property transactions; they are the navigators of life’s most pivotal moments. To help you get the best out of your investment, in this blog, we’ve discussed the ten best real estate agent review samples that’ll help you filter trustworthy real estate agents.

Financial 57

Financial Communication Marketing Demo 57

Stella Connect

NOVEMBER 9, 2021

From Black Friday until well into January, your customer service agents will face overwhelming call and chat volumes. How Will You Ensure Temporary Staff Are Meeting Brand Standards? Anxious, stressed-out customers need capable, caring agents who can answer questions, solve problems, and make helpful recommendations.

Customer Service 87

Customer Service Poor Customer Service Contact Center Retail 87

CSM Magazine

MAY 15, 2023

Customer experience (CX) in healthcare is how patients perceive their interactions with healthcare providers. This blog discusses six ways to improve customer experience in healthcare. Therefore, customer service agent need to be empowered with better resources and knowledge, which will help them uncover patient pain points.

Healthcare 52

Healthcare Customer Experience Hospitality Loyalty 52

COPC

JULY 5, 2017

introduces a new blog series called Ask the Experts. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. Scripted empathy is when an agent says, “I do apologize,” which comes across as disingenuous.

Blog 40

Blog Call Center Contact Center Consulting 40

Stella Connect

FEBRUARY 15, 2022

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. The real question is: Why do call centers have high turnover and what can leaders do about it? 1: Address working preferences.

Call Center 52

Call Center Contact Center 2021 Demo 52

Upstream Works

MARCH 17, 2022

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. By now, contact centers and agents have adapted to a work-from-home model, which will remain in place for many contact centers.

Contact Center 78

Contact Center Call Center Omnichannel Technology 78

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. Suddenly, we may have a lot less time to meet one-on-one with our agents, too. How should contact center leaders talk about performance and coach teams? Do open your meetings with “how can I help you?” What should be avoided? and deeply listen.

Contact Center 88

Contact Center E Commerce E-support Call Center 88

ViiBE Blog

MAY 26, 2023

ViiBE Blog Solving plumbing problems with remote visual assistance in plumbing management software Marc Prempain May 26, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now!

Management 52

Management 2023 E-support Document 52

Upstream Works

JUNE 10, 2020

While that alone could easily consume all your energy, the impact on your customers must be managed as well. Further empower agents to create a great experience and confidently ease any stress customers might be feeling by providing them with insight into the full customer journey. How Omnichannel Contact Centers Can Adapt.

Contact Center 78

Contact Center Omnichannel Customer Journey Engagement 78

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

SaleMove

MAY 5, 2020

In one way or another, everyone has had to evolve and adapt to the new wave of remote work and digital communication, both personally and professionally. We are extremely passionate about digital-first communication and relentless in our pursuit of innovative new ways to improve how companies approach Digital Customer Service.

2020 56

2020 Innovation Communication Customer Service 56

Call Experts

SEPTEMBER 22, 2023

So, when you come across unfamiliar terms like “Call Forwarded Unconditionally,” it’s essential to understand what they mean and how they affect your calls. In this blog, we’ll decode the mysterious world of call forwarding and explain what “Call Forwarded Unconditionally” means for your calls.

Travel 59

Travel Call Center Communication Poor Customer Service 59

ShepHyken

DECEMBER 14, 2020

In particular, they had to quickly adopt remote work and further increase their use of digital channels. Organizations are increasingly turning to technologies like AI to ease pressure on agents, but face challenges as demands on IT skyrocket. And, his second trend about how every company is now an entertainment company.

2020 137

2020 Article Customer Service 2021 137

NICE inContact

FEBRUARY 4, 2019

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent is very real. Is it a bot?

Call Center 61

Call Center Technology Connections Management 61

Bold360

AUGUST 27, 2020

The virus drove a radical shift towards digital channels and remote work that impacted both service employees and their customers. Shifting to Remote Work & Remote Service Delivery. Fortunately, Wineinger had already started deploying (at small scale) live chat and a chatbot prior to the virus-driven surge.

Transportation 52

Transportation Call Center Customer Engagement Customers 52