Execs In The Know

MARCH 25, 2022

As the pandemic eases and the way work gets done stabilizes, the work-from-home (WFH) hybrid model is a top choice for many organizations. Two key areas are central to a successful WFH Hybrid program: the employee experience and the technology that powers the work. What’s working and not working when employees are remote?

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

UJET

JULY 21, 2020

Especially when they are remote agents? Supervisors should have regular one-on-ones with remote agents. Maybe remote agents are scoring a low CSAT because of a complex issue. Daily agent reports can show the work efficiency of an agent while a monthly report can reveal bigger trends. Supervisor (Remote) Office Hours.

Customer Satisfaction 120

Customer Satisfaction Customer Feedback Customer Service 120

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Contact Center 52

Contact Center Finance Social Media Artificial Intelligence 52

Totango

NOVEMBER 16, 2023

But, oftentimes, managing and documenting these customer interactions—especially cross-functionally among global and remote teams—can be challenging and time-consuming. I’ve been waiting over a year for this Gmail + Totango integration… It works like a charm and makes things SO MUCH EASIER.

Outlook 108

Outlook Touchpoint CX Customer Experience 108

Logicalware

JANUARY 6, 2022

Check out our top five most-read blogs below. Read the full blog here. To help business leaders navigate this time, we published a four-part blog series on Agent Experience (AX) exploring how to create happier and more motivating work environments for agents. Read the full blog here. Read the full blog here.

Technology 98

Technology Technology Customer Expectations Customer Service 98

Hodusoft

MAY 10, 2024

As per recent stats the number of remote call center agents is expected to grow by 60 percent from 2022 to 2024. Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world. This flexibility offers several advantages over their brick-and-mortar counterparts.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Intercom, Inc.

DECEMBER 21, 2020

Alongside posts on the thinking behind our latest products and features, we also published essays and podcasts about the challenges posed by the pandemic , how we made the transition to remote work , how we thought about diversity and allyship , and more. The subtle nuances of remote communication. remote conversations.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

UJET

AUGUST 5, 2020

Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. This new angle is also becoming increasingly important with the recent rapid shift to teams working remotely. Remote Work Management.

Start-ups 133

Start-ups Actionable Insights 133

Provide Support

MARCH 30, 2020

10 Tips for Building your Remote Team and Providing Safe Online Support. Today more and more institutions and businesses switch to remote work due to the unsafe and unstable situation in the world. Working from home is no longer a trend, it’s now a necessity for almost all businesses and institutions across the globe. (.).

Customer Service 70

Customer Service 70

Hodusoft

FEBRUARY 16, 2022

Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Though many employees continue to work from home, both organizations and employees are exploring the ‘hybrid work model’ for striking the balance.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Fonolo

SEPTEMBER 4, 2018

We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. They just happen to be doing their job while interacting remotely, rather than in person. More human-to-human jobs can be done remotely due to 1) technology improvements; and 2) the willingness of consumers to interact that way.

AI 209

AI Contact Center Start-ups Innovation 209

UJET

JULY 7, 2020

Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. In the new norm of remote customer support , it’s more difficult to keep track of agents.

Contact Center 106

Contact Center NPS Customer Retention Technology 106

UJET

MARCH 17, 2020

The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. Here are five tips to manage your remote customer support agents. Here are five tips to manage your remote customer support agents. Most remote agents enjoy a portable workstation.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

UJET

JUNE 3, 2020

Right now, your support team is either mostly or entirely remote. How can you manage a dispersed team effectively when everyone is remote? Agents start work by signing in , but what other technology do they need? Agents start work by signing in , but what other technology do they need? Use the Right Technology.

Start-ups 82

Start-ups Technology Technology Customer Experience 82

ClientSuccess

APRIL 13, 2020

Over the past few weeks, members of the global workforce have been asked to stop going into offices and work from home. But when an entire workforce is forced to work remote – some alone, some with small children and families – tensions can start to run high. Check out the blog on a regular basis to stay informed! .

Start-ups 105

Start-ups Sales Technology Technology 105

Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. DID YOU KNOW: Call-backs work as an insurance policy when call volumes are peaking. That’s a goal on every call center manager’s radar these days!

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Execs In The Know

MAY 6, 2022

Now used to the flexibility and convenience of remote work, many employees are resisting. What does all this mean for the nature of work? The pre-pandemic model of work has been rendered obsolete by the success of the remote work model. I believe the change that is here to stay is the rise of “gig” work.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Hodusoft

MAY 11, 2022

The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. Depending on the internet connection; Internet interruption may disrupt the work. Cloud PBX solutions are a better choice when it comes to meeting business demands for remote and hybrid work models.

CX 98

CX Government Actionable Insights Omnichannel 98

UJET

MARCH 24, 2020

As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. For agents transitioning from on-premises support to a remote-based environment, here are our tips to be successful as a work from home employee experience. UJET’s IT Best Practices.

Compliance 86

Compliance Contact Center 86

CSAT.AI

MARCH 18, 2020

When we put out our blog last week on facing changes we didn’t yet know how big they would be. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. We are addressing some of the key points to keep in mind to ease managing your remote customer service team. Communication is Key.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

TeamSupport

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. Working from home can feel like Groundhog Day at times.

Start-ups 98

Start-ups Gaming B2B 98

Hodusoft

JANUARY 3, 2024

An era where agents can work from anywhere in the world without being tied to one particular place. In the last few years, the demand for CCaaS has increased significantly owing to the growth of remote working and agents working from home during the pandemic and subsequent lockdowns. billion by 2030. billion by 2030.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Hodusoft

JUNE 7, 2024

But managing its day-to-day operations has become tougher as contemporary call center managers have to cope with several challenges including post-covid work scenarios, high attrition rate, increasing competition, and more. An understanding of call center management How does a call center work? How Does a Call Center Work?

Contact Center 52

Contact Center Net Promoter Score Social Media Omnichannel 52

Logicalware

JULY 30, 2021

The future of work is likely to be hybrid — with more employees wanting flexible working in the wake of the pandemic. In this blog, Puzzel CMO Jonathan Allan reflects on what this could mean for contact centres. The pandemic has given us a once-in-a-lifetime opportunity to reinvent how we work. Or is it time for change?

Compliance 59

Compliance Omnichannel Innovation Customer Service 59

Logicalware

JANUARY 25, 2022

Video conferencing apps, such as Zoom and Microsoft Teams, enabled us to continue meeting with our colleagues and collaborating on projects while working from home. In the UK, big-name brands Currys and NatWest are already using video to serve their customers remotely, combining the best elements of face-to-face and digital customer care.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

UJET

APRIL 21, 2020

Whether it is streamlining operations, being able to more rapidly access new and emerging technologies, or being able to quickly and safely allow support teams to work remotely, the world is rapidly seeing the types of experiences that only cloud technologies can deliver.

Contact Center 72

Contact Center Engineering CRM Technology 72

CX Accelerator

SEPTEMBER 16, 2022

During recruiting and interviewing, and while you’re navigating the politics and daily work of your career as well as projects and major initiatives, you may notice some of these symptoms: 1. How will the company, processes and products adapt to this new teams’ way of working?” “How Fully remote team? Lack of process.

CX 208

CX Start-ups Finance Engineering 208

Intercom, Inc.

MARCH 10, 2021

When you’re working in a fast-paced industry, it’s all too easy to reach burnout no matter what role you’re in. And when you work on multiple concurrent projects and across lots of teams, the risk of burnout isn’t just high, it can feel inevitable. It can become a vicious cycle, fast. But it doesn’t have to be this way.

245

245

Hodusoft

JUNE 30, 2022

Not only does it prove to be a vital asset for remote teams to effectively communicate with customers, prospects, and each other, but it also contributes to the growth of your business. To learn about the remarkable advantages of the Business Telephone System for small businesses , read this blog! .

Sales 98

Sales Customer Expectations Customer Experience Technology 98

Totango

FEBRUARY 23, 2024

CMOs can’t focus solely on the marketing team; rather, they must focus on how they can work with and support their cross-functional peers to increase growth, profitability, and other business goals. Learning what they enjoy outside of work, their talents or hobbies, etc., It’s so easy for us leaders to focus on our team.

Start-ups 98

Start-ups Business Growth Sales 98

Hodusoft

AUGUST 15, 2022

Since the pandemic, the remote work model has become the new norm for businesses. Today 97% of people want to work remotely. In this blog, we will be discussing how your business can use an IP PBX phone system for telecommunication and what factors you must consider while choosing a service provider.

CRM 52

CRM Sales Technology Technology 52

Hodusoft

AUGUST 15, 2022

Since the pandemic, the remote work model has become the new norm for businesses. Today 97% of people want to work remotely. In this blog, we will be discussing how your business can use an IP PBX phone system for telecommunication and what factors you must consider while choosing a service provider.

CRM 52

CRM Sales Technology Technology 52

UJET

JUNE 9, 2020

In the recent move towards work-from-anywhere, customer support organizations adjusted quickly to offer remote real-time agent support. Scale and security are prime focus points for our platform, which were critical in supporting this growth as well as ensuring compliance since a large portion of the agents were working remotely.

Contact Center 96

Contact Center Omnichannel Compliance Innovation 96

UJET

MAY 19, 2020

And now, with support teams predominately remote, providing agents with the training they need has become even more essential. Remote agents aren’t disadvantaged by not having onsite training, It’s just more important that their training is structured and contains all the best practices to be successful. Engage New Agent Hires.

Compliance 82

Compliance Education Contact Center Customer Experience 82

Intercom, Inc.

JANUARY 16, 2020

My co-founder and I were running a design agency and we noticed a persistent problem in communicating ideas to remote clients. So once they start working with someone who isn’t co-located with them it’s natural to move to a tool online. They can promote the templates they create in our blog, they can tell the stories to our community.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Execs In The Know

APRIL 29, 2022

Research shows that customer operations leaders in large organizations rely on an average of 175 SaaS applications to manage their CX workflows remotely. But often, they do not take the time to evaluate how well these apps work together to create the “flow” that’s crucial to a “workflow.” Guest blog post written by Fin.

CX 98

CX Actionable Insights Touchpoint Technology 98

Execs In The Know

JULY 1, 2021

On June 10, 2021, Execs In The Know hosted the Enabling Work-From-Home Briefing , an exclusive, virtual event dedicated to exploring “must-haves” and best practices for achieving long-term work-from-home (WFH) success. 1 — Invest in Essential Technologies. 2 — Set Expectations, Then Inspect for What’s Expected.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98