Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). WFM to the rescue.

Call Center 52

Call Center Contact Center Management Omnichannel 52

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge.

Contact Center 79

Contact Center Measurement Feedback 2022 79

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. A more sophisticated agent profile is going to be hard to attract—and they’re going to be more expensive (and that’s true both in in-house and outsourced contact centers). Emerging Technologies.

B2C 156

B2C Customer Care Contact Center Customers 156

Playvox

JANUARY 30, 2024

In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Gamification works well within a contact center environment because it leverages a number of game mechanics to keep agents engaged and focused. Reward, recognition, and competition are all excellent motivators.

Contact Center 79

Contact Center Feedback Culture Engagement 79

Playvox

MARCH 1, 2022

If your contact center doesn’t have effective eLearning capabilities, you’re missing an opportunity to optimize agent performance. One of the biggest training challenges contact centers face is keeping agents’ skills sharp following onboarding. What is Contact Center eLearning? ENJOYING THIS ARTICLE?

Contact Center 83

Contact Center Call Center Webinar ROI 83

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. Shift your contact center to a WFT model: a seven-point plan.

Call Center 109

Call Center Contact Center Webinar Technology 109

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Should this role be fully in-office, hybrid, or remote?

Call Center 98

Call Center Contact Center Culture Engagement 98

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

TechSee

DECEMBER 16, 2020

How Visual Remote Assistant works. Visual Remote Assistant has been seamlessly embedded within Salesforce Service Cloud and Field Service to deliver real-time, visual remote support. An industry-first, Visual Remote Assistant is powered by a multi-patented, browser-based service for intuitive, app-free visual engagement.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

BlueOcean

AUGUST 6, 2020

How many physical centers do you operate? What percent of your workforce is remote/work-at-home? How have you worked to maintain culture despite remote and/or physically distanced work environments? Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Contact Center 156

Contact Center Customer Care 2020 Culture 156

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. Employee Experience. Employee Choice. Gen Z Has Arrived.

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? 5 Innovative Call Center Technologies in 2022.

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Call Center 2022 Technology Social Media 124

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. According to an article published on TechTarget , 35% of businesses report having difficulty finding contact center agent candidates with the necessary skills.

Contact Center 73

Contact Center Management Average Handle Time Call Center 73

ShepHyken

DECEMBER 7, 2023

The Non-Sustainable Face of Traditional CX Traditional call centers, those hubs of customer interaction that operate around the clock, are an illustrative example of the sustainability challenge within the customer experience industry. Call centers consume around four times more energy per square foot than typical offices, and in the U.S.,

Call Center 60

Call Center E-support E Commerce Travel 60

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. 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. Educate, engage and empower your employees.

Engagement 98

Engagement Contact Center 2021 Metrics 98

Call Experts

NOVEMBER 8, 2022

Call Experts of Charleston, SC has been honored with the exclusive 2022 Award of Excellence for 14 years. The Award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call center services including telephone answering and message delivery.

Call Center 52

Call Center Contact Center 2022 Presentation 52

Magellan Solutions

MARCH 13, 2024

These regions offer a talented and cost-effective workforce, making them ideal for companies looking to maximize efficiency and reduce costs. Instead of handling it all in-house, Amazon decided to tap into the incredible talent pool in South Africa by outsourcing its call center operations to several specialized companies there.

Culture 105

Culture E-support E Commerce Communication 105

CSM Magazine

APRIL 18, 2023

The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today. Magnus Geverts, VP of Product Marketing at Calabrio, shares 5 budget-friendly strategies to help you achieve more, and regret less.

Contact Center 52

Contact Center Call Recording Customer Expectations Customer Centricity 52

Playvox

NOVEMBER 4, 2021

For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective. Contact center technology has evolved to enable more on-demand capabilities and scale, thanks to the cloud. So is it worthwhile to upgrade your existing contact center technology? ENJOYING THIS ARTICLE?

Contact Center 52

Contact Center Technology Call Center Exceptional Customer Service 52

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center B2C 2023 ROI 84

ShepHyken

AUGUST 19, 2022

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. Involving your agents in script writing, whether they are in person or remote, improves their confidence and buy-in.

Customer Experience 80

Customer Experience Customer Satisfaction Roadmap Insurance 80

Calabrio

FEBRUARY 26, 2021

2020 was a time of great change for the contact center. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront.

Innovation 52

Innovation Contact Center 2021 Magazine 52

Talkdesk

DECEMBER 23, 2020

Proactive outreach, AI, automation, predictive routing and calling will be essential for reaching out to the most vulnerable small business clients. Congress has reached an agreement on a bipartisan relief bill some dare to call a stimulus bill. . population) and more than 18 million confirmed U.S.

Banking 126

Banking Contact Center Insurance Omnichannel 126

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. Here’s why: Capacity Do you know whether your VPN has the capacity to scale and support high call volumes?

Call Center 105

Call Center Contact Center Events Travel 105

TechSee

FEBRUARY 23, 2021

The importance of this issue for the security industry is underscored by the launch of The Monitoring Association’s (TMA) industry-wide advocacy campaign, calling on AT&T to delay their 3G sunset. Companies cannot deplete their entire workforce when there is an around-the-clock need for technical assistance.

2022 109

2022 Contact Center Exceptional Customer Service Seminar 109

Magellan Solutions

APRIL 9, 2021

Loads of businesses looking to outsource their call operations. Your setup determines the structure of your call center. You can choose to run the following setups: On-Site Call Centers. Virtual Call Centers. Usually entirely remote. Your operations are carried out by your employees remotely.

Contact Center 52

Contact Center Call Center Omnichannel Communication 52

Interactions

JANUARY 26, 2023

IBM ) On average, 5% of contact center agents intentionally participate in some form of insider fraud. That’s extremely serious, given that a typical data breach involving a remote worker costs $5 million. Interactions Trustera is an easy-to-use solution that does not require customers to enter card details into a phone keypad.

Contact Center 62

Contact Center 2023 Presentation Interaction 62

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. New technologies will help contact centers be more agile in the new year. Contact centers traditionally have added digital channels to deflect phone interactions.

Contact Center 52

Contact Center 2022 Competitive Advantage Interaction 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. Before we explore solutions, let’s scope out the problem. Call Centers: Too Busy for Regrets. COVID-19’s Double Whammy.

Call Center 95

Call Center Management Social Media Contact Center 95

Think Customers

JULY 1, 2020

The contact center industry has always needed to look forward. An overwhelming at-home workforce and consumer base forced the contact center industry to enforce temporary innovations to handle surging volume and traffic. Distributed contact center workforces The crisis completely turned work on its head.

Contact Center 52

Contact Center Healthcare Travel Banking 52

TechSee

FEBRUARY 27, 2018

On-demand customer service is emerging as a viable solution to compete in this fast-paced market. Work at home (WAH), also known as remote work or telework, is a talent-sourcing model for contact centers, where agents work from their homes rather than from brick-and-mortar call centers. As of 2017, roughly 3.7

Customer Service 116

Customer Service Call Center E-support Contact Center 116

Magellan Solutions

MAY 21, 2021

Why opt for call center companies outside your borders? The Philippines is already dubbed as the Call Center Capital of the World. For outbound services, our trained agents help you make many calls in a day. Our call center outsourcing services are also cost-effective. Usually entirely remote.

Call Center 52

Call Center Metrics Sales Customer Satisfaction 52

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. Is your store open?

Contact Center 92

Contact Center Insurance Call Center Blog 92

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

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. The Contact Center as an Essential Service.

Contact Center 78

Contact Center Omnichannel Customer Journey Engagement 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

Call Experts

JUNE 22, 2021

For the 12th year, the contact center earns this prestigious award of excellence based on outstanding customer support. Charleston, SC – Call Experts has been honored with the exclusive ATSI 2021 Award of Excellence for the 12th year. Call Experts was presented with the award at ATSI’s 2021 conference in Kansas City, MO.

Contact Center 52

Contact Center Telecommunications Call Center 2021 52