Playvox

JULY 18, 2022

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. It can be a thankless, unappealing job, pushing employees to leave or causing potential employees to avoid applying for contact center jobs altogether. What Causes Contact Center Agent Attrition?

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VDS

APRIL 3, 2024

Improving the Patient Experience Through Contact Centers The modern healthcare landscape is evolving, with patients increasingly seeking care experiences that are not just effective but also personalized and convenient.

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Oracle

NOVEMBER 20, 2020

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. Here are five areas in particular in which technology is already transforming how work gets done. Unified communication. Omnichannel customer communication.

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BlueOcean

JANUARY 20, 2023

For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.” Technology A vendor’s technology stack is the make-or-break factor in their capacity to pivot and adapt to situations like the recent pandemic.

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Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

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Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

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CSM Magazine

MARCH 26, 2024

Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. For example, a customer calls a call center because they are experiencing difficulties with a product they purchased.

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Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. While technology plays a key role in providing great CX, a team effort that goes beyond agents is required.

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Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

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Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

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Upstream Works

JUNE 9, 2022

The contact center was even more complicated. The contact center agent’s life was not easy, and we saw it just getting more and more complicated. UpStart was designed with one thing in mind – to simplify the life of the contact center agent. Today, we are embarking on something new and exciting.

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BlueOcean

AUGUST 7, 2018

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process. Draft Your Contact Center RFP. Planning for 2019 already?

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Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

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Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

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TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

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Playvox

NOVEMBER 4, 2021

There’s no hiding the fact that technology has impacted our daily lives. From how we navigate our day and interact with friends and colleagues to how we engage with vendors and brands, new tools and communication channels have changed the touchpoints we all experience. The answer is different for every business.

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Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

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Playvox

JUNE 28, 2022

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. What Is An Omnichannel Contact Center?

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Upstream Works

DECEMBER 6, 2021

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications. All of these points of contact can use various forms of digital channels. Understand the Impact on Agents.

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BlueOcean

AUGUST 6, 2020

For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to see a return to some semblance of “normal.” Technology. A vendor’s technology stack is the make-or-break factor in their capacity to pivot and adapt to situations like the recent pandemic. Pricing Models.

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Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

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Playvox

MARCH 21, 2022

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. Related Article: 7 Proven Ways to Manage Contact Center Agent Staffing Shortages. How To Welcome Retirees Back To Work In Your Contact Center.

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Upstream Works

SEPTEMBER 5, 2019

A channel, to be clear, means a communication vehicle that a customer/member/etc. The most obvious example of a channel would be Voice, or calls placed to a call center or contact center to be answered by the next available agent, courtesy of call center software. might use when interacting with your organization.

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CSM Magazine

FEBRUARY 12, 2024

However, one essential element of customer communication often goes unnoticed – outbound voice communication. Understanding Outbound Voice Communication At its core, outbound voice communication involves proactive contact with customers or prospects through calls initiated by the business.

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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. Related Article: The Great Resignation: How to Retain Your Contact Center Agents. Remote work isn’t without its challenges for you as a contact center leader.

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Call Experts

FEBRUARY 17, 2022

If you want to make a change, consider hiring experts who can look at your entire process and implement award-winning contact center solutions. Also, we will review relevant contact center services, the future of customer experience, some examples, and why customer service is so important. . Listen to your customers.

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Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

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ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. What is Voice bot?

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Contact Center Call Center Social Media Article 73

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology.

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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.

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Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Not being in the same space as your agents means you have to go the extra mile to keep team communication, training, and motivation running smoothly.

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Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

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Integrity Solutions

JULY 28, 2022

The term “call centers” is quickly become a relic of the past, and for good reason. However, while customers expect to have this flexibility to engage with brands on their terms, phone and voice remain the primary means of customer communications. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI

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Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

BlueOcean

OCTOBER 22, 2020

Tight communication between all stakeholders (trainers and trainees) and support functions (hello, IT, we’re looking at you here) is essential. In the remote environment, where more factors are outside of your control, trainers need to expect the unexpected – especially regarding potential technology issues. Communication is key.

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