UJET

JUNE 3, 2020

Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. 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?

Start-ups 82

Start-ups Technology Technology Customer Experience 82

Execs In The Know

APRIL 8, 2022

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. By now, contact centers and agents have adapted to a work-from-home model, which will remain in place for many contact centers.

Contact Center 98

Contact Center Artificial Intelligence AI ML 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

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024. The same report suggests a 60% increase in customer service agents working from home.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Execs In The Know

MARCH 31, 2023

By measuring customer and agent effort scores in tandem, CX leaders can tap into a more complete picture. Let’s look at some strategies to improve both customer and agent effort scores simultaneously, helping brands achieve customer loyalty and agent happiness. What Are Agent Effort Scores?

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

Callminer

AUGUST 1, 2017

Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . Tyler Riddell. Alex Tebbs.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

CSAT.AI

AUGUST 12, 2021

Having an appropriate number of agents per call volume for the necessary 1:1 resolutions also reduces abandon rate. Solving a recurring issue at its source takes another query off the agent’s queue. As Shopify shared in their 2020 blog , customer feedback helps identify such repeat problems. Identify Repeat Problems.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. It’s 2020, and many businesses are utilizing remote work.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Taylor Reach Group

NOVEMBER 30, 2018

Not investing in training or professional development. Companies spend money on initially training new hires, but is that enough? Besides, we can always use the dollars allocated to training for other areas like executive retreats” – a prime example of the mindset you do not want to take as a Contact Center executive.

Contact Center 111

Contact Center Customer Satisfaction Technology Technology 111

Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. In “normal” times, this should be top of mind for executives, but the impact of COVID-19 has exasperated many of the stressors agents were already experiencing.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Logicalware

JULY 30, 2021

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. Nearly one in five will work remotely all the time [1]. Now Covid-19 has given us a chance to reflect. What is hybrid working in the contact centre?

Compliance 59

Compliance Omnichannel Innovation Customer Service 59

Callminer

DECEMBER 17, 2019

Call centers offload the unsung labor of call handling to trained experts in the domain, freeing up valuable in-house time for primary priorities. Call centers offload the unsung labor of call handling to trained experts in the domain, freeing up valuable in-house time for primary priorities. Better Agent Performance.

Contact Center 207

Contact Center Finance AI Innovation 207

Execs In The Know

DECEMBER 8, 2021

During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. If agents undergo the proper training, they will help resolve customers’ inquiries more efficiently and effectively.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

DECEMBER 8, 2021

During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. If agents undergo the proper training, they will help resolve customers’ inquiries more efficiently and effectively.

Contact Center 52

Contact Center Touchpoint Government CX 52

DMG Consulting

JULY 9, 2021

Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made. Agents and other contact center employees have had a taste of freedom and are not going to give it up easily.

Contact Center 67

Contact Center Technology Technology 67

Hodusoft

JUNE 21, 2023

If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents. Types of call centers How does a call center work? How does call center software work? How to set up a call center? Read on and thank us later.

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

Logicalware

AUGUST 19, 2021

With so much attention placed on customer experience in the contact centre, the needs of agents can often get overlooked. But agent experience is so tightly tied to customer experience that it’s impossible to successfully deliver one without the other. Happy agents are 3x as likely to feel empowered to resolve customer issues.

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Execs In The Know

MAY 22, 2023

For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like? Enter the agent-focused employee experience. A truly positive employee experience extends beyond salary considerations.

CX 64

CX Technology Technology Construction 64

Hodusoft

FEBRUARY 29, 2024

In this blog post, we have listed the challenges MSPs’ call centers usually face, seven alarming signs that can indicate something is wrong in the call center operations, and six effective solutions. Staff Training A recent stat revealed that almost 60 percent of employees never had workplace training. That’s quite shocking.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Hodusoft

NOVEMBER 27, 2022

The quality of your customer service relies on how effective your telemarketing efforts are. Throughout this blog, we’ll discuss the fundamentals of telemarketing as well as some key factors that make telemarketing software an asset to your company. It helps agents to maximize their potential in the least amount of time.

Sales 52

Sales CRM Omnichannel Social Media 52

CX Accelerator

MAY 28, 2019

When agents consider it their own responsibility to mitigate these factors for themselves and their peers, magic happens. So how does one develop a team culture such as this? That being said.it’s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Execs In The Know

OCTOBER 20, 2022

So how can you ensure that your contact center provider has what it takes to foster a winning culture? Given the powerful influence that managers exert—for better or worse—over workplace culture and engagement, it’s important that contact centers invest in upfront managerial training and development before agents hit the floor. .

Contact Center 52

Contact Center CX Start-ups Finance 52

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. Encourage healthy breaks.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

Callminer

APRIL 23, 2019

To train and evaluate call center staff. By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Hodusoft

MARCH 30, 2023

This blog post explains what inbound call center software is, how it can benefit your business, and how you can handpick the best inbound call center software that fits your needs. What's inbound call center software and how it works? How the right inbound call center software benefit your business?

Customer Service 52

Customer Service Data Entry Contact Center Customer Relationship Management 52

Hodusoft

FEBRUARY 1, 2023

In this blog, we’ll take a closer look at the role of business phone systems for the banking industry, and explore the top 5 service providers in the market. In this blog, we’ll take a closer look at the role of business phone systems for the banking industry, and explore the top 5 service providers in the market.

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

Win the Customer

MAY 12, 2020

Learn about Digital Marketing and how it can help your business grow. From lightweight ERP work, to break fix services, to infrastructure this is how start-up life sciences organizations, or those new to the outsourcing model, are benefiting from the use of IT partners. What are Call Centre Services? What is Call Centre Outsourcing?

Social Media 52

Social Media Artificial Intelligence Sales Start-ups 52

UJET

DECEMBER 17, 2019

Customers called support agents through a switched telephony network and talked through issues at length. The cognitive distance between a remote support agent and a customer should collapse due to these technologies. The cognitive distance between a remote support agent and a customer should collapse due to these technologies.

Customer Service 74

Customer Service Artificial Intelligence Technology Technology 74

Inside Customer Service

MARCH 16, 2023

Remote work is polarizing, especially for contact centers. Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses. And Zoom fatigue is real, y’all! A lot more.

Contact Center 171

Contact Center Customer Service 171

Comm100

NOVEMBER 10, 2016

Don’t get lost in the holiday shuffle and overwhelm your agents. Do you need more live chat agents this holiday shopping season? Can you estimate how much higher your conversion rate/revenue might be if you increased support this time around? Touch base with your agents. Do You Need Seasonal Workers?

Legal 56

Legal Retail Healthcare Start-ups 56

Intercom, Inc.

FEBRUARY 23, 2022

Most of us have been working remotely, isolated from friends, family, and coworkers, uncertain of what the future might bring, and it has all taken a toll on our mental health. In the face of what some have dubbed the “Great Resignation”, the question is: how do you get employees to stay? Short on time?

Start-ups 118

Start-ups Social Media Education Customer Service 118

Comm100

NOVEMBER 8, 2017

But how do you know who is going to be a good match for your team? How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for? How do you respond when you are stuck in a bad traffic jam?

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

MattsenKumar

MAY 7, 2024

It is indispensable to measure how fast, how accurate, and how supportive they are with the inbound customers. The importance of training inbound call center agents can never be underestimated nor ignored because sooner or later it will start reflecting on the performance report. What is An Inbound Contact Center?

Contact Center 52

Contact Center Net Promoter Score Customer Satisfaction E-commerce 52

UJET

MAY 19, 2020

Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. And now, with support teams predominately remote, providing agents with the training they need has become even more essential.

Compliance 82

Compliance Education Contact Center Customer Experience 82

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. In this blog, we’ll discuss how to create goals that will take your call center to the next level. Using the S.M.A.R.T

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Hodusoft

JUNE 28, 2023

Complete Guide on Busy Lamp Field: Functions, Benefits, and Configuration Tips Just imagine how frustrating it would be if you have a room full of customer service representatives in your call center but you have no idea how many of them are speaking with callers and how many of them are available. How does it work?

Contact Center 52

Contact Center Hospitality Hospitality Finance 52

UJET

APRIL 16, 2020

With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer.

Contact Center 90

Contact Center Compliance Customer Experience 90