West Monroe

APRIL 17, 2024

Industry leaders recently ranked “building a stronger and more resilient workforce” among the top three investment priorities for 2024. Nearly three-quarters of manufacturers surveyed cited workforce as a key area for investment this year and one of the three leading factors that will contribute to expansion.

Leadership 59

Leadership Culture Competitive Advantage 2024 59

BlueOcean

MARCH 13, 2023

Value comes from focusing energy and resources on complex customer care scenarios that require human insight and human decision-making. Value comes from focusing energy and resources on complex customer care scenarios that require human insight and human decision-making. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Playvox

JANUARY 12, 2023

In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. Adding remote work or a hybrid setup to the mix can make things even tougher. But does it have to? Why Agents Want To Work Remotely — And Why You Should Let Them.

Contact Center 69

Contact Center 2022 Metrics Article 69

Magellan Solutions

MAY 2, 2024

By tapping into labor markets in other countries, businesses can often find highly skilled workers at a fraction of the cost compared to domestic resources. Focus on Core Competencies When you outsource offshore, you can free up your internal resources to focus on your organization’s core competencies and strategic priorities.

2030 52

2030 Call Center Culture 2011 52

Calabrio

JULY 28, 2020

As companies are adjusting to the new way of working in 2020, the Society of Workforce Planning Professionals has recognized three Calabrio customers as finalists for their Workforce Management Professional of the Year Award. Sharon Jones is Head of Workforce Planning for National Debt Relief, one of the U.S.’s

Net Promoter Score 80

Net Promoter Score Contact Center 2019 Measurement 80

SurveySensum

FEBRUARY 29, 2024

Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. Eventually, Neha left for a competitor, leaving a void in her team and a loss to the company. This scenario underscores the critical link between employee satisfaction and overall organizational success. Well, it is!

Culture 52

Culture Customer Satisfaction Loyalty Reference 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. While most contact centers have successfully transitioned to some form of remote workforce since COVID shutdowns, the return to fully on-site work—and its effect on agents—is unclear.

Contact Center 77

Contact Center Engagement Management Communication 77

COPC

DECEMBER 23, 2022

Employee Engagement Research, Global Report. High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. .

Engagement 89

Engagement Contact Center Culture Feedback 89

Alida

AUGUST 24, 2016

By 2020, my fellow Millennials and I will make up half of the entire global workforce. We may dominate the workforce but our employers are still confused about how to manage us. We may dominate the workforce but our employers are still confused about how to manage us. What matters most to your Millennial workforce?

Engagement 162

Engagement Culture Sports 2015 162

CSM Magazine

DECEMBER 8, 2022

However, a new report found the field service industry is experiencing this pressure on a whole new level as inflation remains high and skills gaps widen. Moreover, inflation drove the average cost of field service 7% higher in 2022, according to Aquant’s 2023 Service Intelligence Benchmark Report. What the data tells us.

2023 52

2023 Measurement 2022 Call Center 52

CSM Magazine

SEPTEMBER 11, 2023

It’s no secret that workforce management (WFM) is at the core of effective business operations. He said: “Getting the most from your WFM tool isn’t just about software; it’s about the strategic alignment of operational processes and resources to meet overall business objectives.”

Events 52

Events Management Return on Investment Entertainment 52

CSM Magazine

MAY 5, 2023

While expected reductions in energy prices should see an easing in this figure, the impact of the crisis is significant, with 76% of adults reporting a cut back in their overall spending. In the current environment, where you need to be optimising the value available from the resources that you have, that simply doesn’t make sense.

Technology 52

Technology Customer Service 2023 B2C 52

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. We publish new resources on the regular, so stay in the loop by signing up for our CX newsletter.) . This leaves you with more uncertainty about CX than you had at the start of your research.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

VDS

SEPTEMBER 25, 2023

Customer service teams face the challenge of not only catering to the current needs of their clients but also preparing for future trends and challenges. One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations.

Customer Service 52

Customer Service Customer Service Strategies Contact Center Technology 52

SurveySparrow

APRIL 28, 2023

With autonomy and decision-making power, employees feel empowered to take ownership of their work and provide direct reports with more robust job performance. As an HR strategy, encouraging empowerment means giving employees the tools and resources to make decisions aligned with the organizational goals.

Leadership 52

Leadership Culture Innovation Communication 52

CSM Magazine

MAY 17, 2021

When Calabrio surveyed 273 contact centre managers from the USA, UK and the DACH region (Austria, Germany and Switzerland) the report results highlighted the importance of becoming cloud-proficient. The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. Seeing is believing.

Multi-Channel 96

Multi-Channel 2021 Download Communication 96

Talkdesk

DECEMBER 1, 2020

Based on this experience, we have developed the Talkdesk CX Maturity Model™ to help brands understand their current maturity, set a vision for their ideal future state and create a roadmap to get there. More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

Clarivate

NOVEMBER 10, 2021

At Clarivate, we believe that diverse viewpoints, backgrounds and life experiences are central to shaping our shared future. These efforts include launching a diversity, equity, inclusion and belonging (DEIB) steering committee, and reporting on our progress towards the Women’s Empowerment Principles. Watch their story.

2016 98

2016 Consulting 2021 Leadership 98

SurveySparrow

JULY 31, 2023

Reports back this up. According to a report by Forbes , a staggering 80% of enterprises are actively channeling their investments into artificial intelligence. Did you know that advances in artificial intelligence are changing the way brands gather and activate consumer insights? The best part? Let’s look at the process: 1.

Consumers 52

Consumers Marketing Social Media Innovation 52

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Its role is to maintain the best practices and requirements in the COPC CX Standard. OBSERVATIONS AI is irrevocably altering customer service. This

Contact Center 52

Contact Center Metrics Definition Call Center 52

Playvox

JULY 20, 2022

The current business environment requires us to be nimble and the supporting software that supports dynamic staff planning, along with long-term workforce budgeting and forecasting. It’s July, which means it’s half time of 2022. But as spring arrived and the second quarter started, many slowed their efforts to hire agents.

Contact Center 67

Contact Center 2022 Travel Airlines 67

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Where would you prefer to work? Undoubtedly, Office A holds the allure.

Metrics 52

Metrics Culture Demo Healthcare 52

Magellan Solutions

OCTOBER 11, 2023

64% of business leaders affirm that customer satisfaction benefits business growth. Hence, there is a race to improve operations and customer service nowadays. Businesses are looking into efficient solutions that reduce costs and improve customer service while allowing companies to be flexible. The reason? Need us to be specific?

Call Center 52

Call Center E Commerce E-support Retail 52

West Monroe

SEPTEMBER 17, 2023

Following previously hot consumer pushes in VR and crypto, it’s valid to be skeptical of the most recent fad in the business world: generative artificial intelligence (Gen AI). Seventy percent of organizations are in exploration mode on Gen AI , and that fervor has prompted executives to begin investing in AI for sales solutions.

Sales 52

Sales Marketing E Commerce E-support 52

VDS

JUNE 6, 2023

How will your solution support our future growth and evolving needs in the contact center? Inquire about the solution’s scalability and ability to accommodate future requirements, ensuring that it can grow alongside your business. Let’s begin!

Contact Center 52

Contact Center Return on Investment ROI Demo 52

VDS

JUNE 6, 2023

How will your solution support our future growth and evolving needs in the contact center? Inquire about the solution’s scalability and ability to accommodate future requirements, ensuring that it can grow alongside your business. Let’s begin!

Contact Center 52

Contact Center Return on Investment ROI Demo 52

SurveySensum

APRIL 9, 2024

This shows the exceptional impact engaged employees have on customer experience. The higher the employee engagement, the better will be your customer experience and the greater will be the number of happy customers! Now, what is the first step to boost employee experience ? What is an Employee Journey? It is simple.

Employee Experience 52

Employee Experience Demo Reference Feedback 52

COPC

NOVEMBER 15, 2023

Concluding the series is the “ Leader’s Guide to Call Center Retention ,” a comprehensive resource that spans from recruitment and hiring processes to onboarding and the initial 90-day period. However, it is possible to cut call center attrition rates and the associated costs. It is a problem, but not the problem.

Call Center 97

Call Center Contact Center Engagement Communication 97

Think Customers

MARCH 21, 2022

At-home work, once a necessity during the pandemic, has become a make-or-break characteristic for future career choices. Here are 3 employee experience strategies to keep your remote and hybrid workforce engaged in 2022 while balancing a return to the office. Many workers ask, ‘why go back?’.

2021 52

2021 2022 Engagement Webinar 52

CSM Magazine

MARCH 30, 2022

AinsCo Fire and Security is using BigChange field service management software and mobile workforce management technology to drive business growth. Using the cloud-based platform, AinsCo has made efficiency gains across the board, reduced operational costs and improved customer service.

Transportation 52

Transportation 2018 2013 Customer Relationship Management 52

Kustomer

AUGUST 25, 2021

In the future, agents will go beyond providing support — they will assume a new role as trusted consultants who drive satisfaction, long-term loyalty and revenue, by building relationships and delivering radically personal support. Dedicated Agent. This level of white-glove service is where Dedicated Agent comes in.

Customer Relationships 98

Customer Relationships Loyalty Consulting Customers 98

VDS

MARCH 17, 2023

Genesys has partnered with VDS to provide a migration path for customers to move to Genesys Cloud, which includes a variety of tools and resources to make the transition as seamless as possible. Customer engagement and contact centers are critical components of any business’s success.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

SurveySensum

FEBRUARY 19, 2024

According to Crayon: A study shows that 90% of businesses report that their field of business has gotten more competitive than before.” Provide Better Support: According to Salesforce Research, a staggering 89% of consumers are more likely to return for future purchases after experiencing exceptional customer service.

Customer Centricity 52

Customer Centricity Innovation Demo Communication 52

ChurnZero

JANUARY 25, 2024

Related resource: Setting the rules of engagement for customer success and sales teams Skillset 2: Technical proficiency The potential of AI and automation to transform CS workflows, personalize journeys, and deliver seamless experiences makes expertise in scheduling tools, CRM systems, and AI tools increasingly valuable.

2024 52

2024 Customer Success 2023 Leadership 52

Playvox

APRIL 19, 2023

Related Article: WFM ROI: Why You Need Workforce Management Software Now How Can Time Management Strategies Help Contact Center Agents? According to a 2021 study , workers report spending 36 minutes switching between applications every day and say it takes an average of 9.5 What Is Time Management? Every work day is different.

Contact Center 56

Contact Center Management Article Interaction 56

CSM Magazine

JANUARY 26, 2023

Research released today by the CCMA (Call Centre Management Association) highlights the changing nature of calls taken in the contact centre are having an impact on frontline wellbeing, with more than half of frontline colleagues reporting at least one symptom of work-related stress or burnout.

2022 52

2022 Download Banking Customer Service 52

ShepHyken

DECEMBER 7, 2023

This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver , a customer experience platform that helps teams collaborate and communicate across departments. He talks about how amazing customer experience can be sustainable. Customer experience (CX) has become a core operational necessity. In 2021, 57.4 In 2021, 57.4

Call Center 59

Call Center E-support E Commerce Travel 59