Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. So, the importance of optimizing it – getting the most value from the people that comprise it – cannot be underestimated.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. And that engagement and loyalty tend to pay off in multiple ways. Add value that’s relevant to them throughout the journey.

Sales 104

Sales Loyalty White Paper Contact Center 104

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. appeared first on Parature.

White Paper 85

White Paper Engagement Customer Service 2015 85

Interactions

JANUARY 6, 2022

With the labor shortage, the continued pandemic, and the status quo of the contact center, 2022 is the year that technology will take the lead in customer conversations—even having the ability to automate tasks that once required human judgement.” Read our white paper to learn more. Mike Iacobucci, Interactions CEO. .”

2022 71

2022 Customer Experience White Paper Contact Center 71

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Consider comparing contact center agents to a diamond in the rough.

White Paper 40

White Paper Contact Center Engagement Customer Care 40

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. And they expect a “personalized service that feels unique to my needs.”

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center White Paper 2021 2022 52

COPC

MARCH 11, 2022

Contact centers have not been immune to this phenomenon. Attrition and recruiting difficulties are not new to contact centers, and strategies to combat this have been developed and honed over the years. However, there is still a possibility that labor issues are unique to that call center. flexible work schedule.

White Paper 85

White Paper Contact Center 2022 Workshop 85

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. To benefit from CX Intelligence and future developments, here are five ways to engage with the fully blended Calabrio: 1. One company, one brand, one website.

Brands 88

Brands White Paper Social Media Webinar 88

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. To benefit from CX Intelligence and future developments, here are five ways to engage with the fully blended Calabrio: 1. One company, one brand, one website.

White Paper 76

White Paper Social Media Webinar 2020 76

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Business Metrics Transparency for Better Customer Experience.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Business Metrics Transparency for Better Customer Experience.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Business Metrics Transparency for Better Customer Experience.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Uniphore

DECEMBER 20, 2021

With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. Added to an agent’s toolbox, these solutions can improve performance, reduce time-consuming manual tasks and drive employee engagement and satisfaction.

Customer Service 52

Customer Service Contact Center Download Article 52

Avaya

JANUARY 26, 2018

Supervisors and managers can use this both in the contact center and back office to view customer interactions from beginning to end via synchronized screen and call recordings. For a deeper dive into MiFID II (including a few WFO features not mentioned above) download the white paper MiFID II: What Does it Mean for Your Organization?

2004 51

2004 White Paper Financial 2008 51

Avaya

AUGUST 25, 2017

Avaya can engage in a proactive support dialogue to help you avoid complexity from the outset. This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed. Before the Storm.

Communication 64

Communication White Paper 2012 Events 64

Avaya

AUGUST 25, 2017

Avaya can engage in a proactive support dialogue to help you avoid complexity from the outset. This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed. Before the Storm.

Communication 53

Communication White Paper 2012 Events 53

Comm100

OCTOBER 17, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. The Right Way: Actually engage with the customer and find out what the problem is. If you must, take them to a separate channel or communication medium to continue the conversation, but engagement is key. Is your contact center guilty of these sins?

Customer Service 50

Customer Service White Paper Social Media Customer Satisfaction 50

ClearAction

OCTOBER 4, 2015

Our emphasis was cross-functional engagement in making substantial CX improvement across all product lines, all regions, and all support functions. ." This was particularly useful in getting our managers to put down their defensiveness when we emphasized improvement opportunities coming from customer comments and ratings.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

Avaya

JANUARY 24, 2018

If this post has made you wonder whether MiFID II regulations apply to your firm or what types of transactions need to be recorded and which do not, download the white paper MiFID II: What it Means For Your Organization?

2004 46

2004 White Paper 2008 2006 46

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. This includes helping companies know and understand their clients and identifying the factors that drive customer engagement and satisfaction. Sue Nabeth Moore, Customer Success Leader.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

LiveChat

NOVEMBER 16, 2018

Content may be of many different types – blog posts, videos, white papers, case studies, and more. The contact center or call center is usually the most expensive cog in the customer service wheel for most companies. is definitely the blog post. What do your blog posts do?

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

Avaya

MAY 20, 2019

When thinking about Workforce Engagement , what comes to mind? You wouldn’t be wrong, but Workforce Engagement has evolved into so much more. As partners for nearly 15 years, Avaya and Verint represent the best of what customer engagement leaders can do (Avaya being No. Call recording? Quality Management? Workforce Management?

White Paper 11

White Paper Net Promoter Score Marketing Contact Center 11

Help Scout

AUGUST 11, 2021

His blog reflects that throughout and offers a ton of different ways for readers to engage. Call Center. Contact Center. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. White papers. Customer Experience. Industry News.

Blog 80

Blog White Paper Customer Service Webinar 80

Uniphore

JANUARY 4, 2022

White Papers. Learn about new Uniphore product announcements that will redefine the way teams engage customers in the virtual-first world. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. CX and Contact Center Leaders. Case Studies.

2022 126

2022 White Paper Contact Center Innovation 126

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. But first, let’s quickly explain what is meant by ‘digital customer experience excellence’. Available 24/7 .

2022 91

2022 Customer Experience Omnichannel White Paper 91