Is "Agent" Offensive to Contact Center Professionals?

CX Accelerator

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Contact Center Employee Experience

Not Sure What’s Missing in Your Contact Center? Video Could be the Answer

Ameyo Callversations

Contact centers act as a spine of good customer experiences. Any missing part in the contact centers eventually disturbs the overall customer experience. The list is long, but first, you will need a skilled team of contact center agents.

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4 Tips for Surviving in a Retail Contact Center

Fonolo

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. The Contact Center Guide to Managing Spikes in Call Volume.

3 Contact Center Industry Trends You Shouldn’t Ignore

Fonolo

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition.

Contact Center Trends 2021: The CX Watershed

Fonolo

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be.

Contact Center Trends: Industry Predictions for 2022

Fonolo

Contact centers have faced some serious ups and downs in the past few years. Find out how we scored in our latest resource, Contact Center Trends 2022. As for the upcoming year, take a sneak peek at our predictions below: READ THE FULL GUIDE: Contact Center Trends 2022.

Is "Agent" Offensive to Contact Center Professionals?

CX Accelerator

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Contact Center Employee Experience

Contact Center Digital Transformation Strategy

UJET

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

Redefining BPOs: Digital Transformation in Contact Centers

Ameyo Callversations

Until a few years ago, several companies and BPOs treated their contact center division as an entity that managed superior customer service and nothing more or less. The message is loud and clear – ‘your contact center is key to win customers’.

Make 2022 the Best Year Ever for Your Contact Center!

Taylor Reach Group

But how many of us look at our contact centers and think about making this New Year the best ever? Why not make some contact center resolutions this year? Turnover has always been a contact center concern, and it’s more of a threat than ever today.

Offshoring Contact Center Operations In A Multilingual World

CSAT.AI

Offshoring contact center operations is not a new concept. The costs of setting up and/or scaling contact centers are high from training, to equipment, to wages. Amazon created two call centers in the Philippines in 2019.

3 Ways Employee Disengagement Is Hurting Contact Centers

Uniphore

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Blog Call Center Life

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. Contact Center

10 RPA Implementation Best Practices to Automate Your Contact Center

Uniphore

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. The Ultimate Playbook for Contact Center Automation Download Now 3. Blog Contact Center Automation Robotic Desktop Automation

25 tips for optimizing your contact center's QA practices

Callminer

Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices

8 Tips for Selecting an Effective Contact Center Strategy

Fonolo

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. Contact Center contact-center contact-center-strategy

The Contact Center Agent Hiring Gap

DMG Consulting

The Contact Center Agent Hiring Gap. Before the pandemic, contact center leaders often found it challenging to hire people with the skills to become outstanding agents. Unfortunately, however, not enough of these people have the background, experience, or nature to position them to be model contact center agents. What Makes a Great Contact Center Agent? The obvious question is “ What makes an ideal contact center agent ?”

COVID is Creating a Surprising Contact Centers Trend

Fonolo

Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. The pandemic thrust contact centers on to the frontline. Read the Full Industry Report Here: Contact Center Trends 2021.

How to Handle Escalations in a Contact Center

Fonolo

Here, we’ll look at how to best handle escalations in a contact or call center to ensure your customer feels satisfied, and to learn more about how you can improve your company’s operations. The Contact Center Playbook for Improving Customer Satisfaction.

Is scoreless quality assurance right for your contact center?

Inside Customer Service

The contact center agent shook his head as he scanned the quality assurance form. What is contact center quality assurance? I realize some readers might not be familiar with the quality assurance process in contact centers. "Nope."

Never Outsource Your Contact Center Again: Use This Technology Instead

Fonolo

This is especially true when it comes to contact center outsourcing. Some may seem familiar, and others may be something new for your business to adopt — but with the right tactics, strategies, and a bit of luck, your contact center may never have to outsource your calls again!

How to Improve Contact Center Agent Performance

Fonolo

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance.

Multiple Workstyles May Signal the Need for New Compensation Plans at Many US Contact Centers

Taylor Reach Group

After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. by JD Fairweather.

Agent Engagement Will Be Critical for Contact Centers in 2022

Fonolo

Contact centers have been learning this the hard way over the last decade. Our latest report, Contact Center Trends 2022, covers this important topic as our workforce faces significant labor shortages. READ THE FULL GUIDE: Contact Center Trends 2022.

Contact Center Workplaces Are in the Midst of a Renaissance

DMG Consulting

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades.

5 Key Skills Contact Center Leaders Must Have

Uniphore

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained.

25 Things Chief Compliance Officers Want Every Contact Center Agent to Know

Callminer

See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization

Fulfilling Conversational AI’s Promise in Your Contact Center

Uniphore

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale.

Conversational AI is Transforming the Future Contact Centers

Uniphore

Contact centers can adapt to a post-pandemic world and be future-ready with conversational AI and automation. Over a year after the onset of the pandemic, contact centers are looking to transform and enrich their operations with conversational AI and Automation technologies.

How to Make Your Contact Center More Resilient

Fonolo

However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. Contact centers need to be more resilient before the next crisis. Contact Center Trends 2021. What Does a ‘Resilient’ Contact Center Look Like?

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Meet Our Panel of Contact Center Experts & Business Leaders: Matthew Dailly.

Top Contact Center Technology Trends in 2021

Fonolo

The pandemic disrupted many contact center trends , but not all of them. Some, like the move to cloud-based contact center technology , were hastened in the last year. Here are some of the ways call center trends around technology have changed. Major Call Center Technology Trends in 2021. There have already been rapid innovations in call center tech , which will become mainstream in 2021. More secure contact center platforms.

The Best Advice for Contact Centers in 2018: The Experts Weigh In

Fonolo

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? Being in the contact center industry for over 30 years, I have seen amazing advances in technology. I’ll offer up two pieces of advice on how to motivate your contact center team.

Goals: Save Money in Contact Centers

CSAT.AI

Here are some QA goals in contact centers to make your team score: Reduce Abandon Rate. It’s always best to aim for first call resolution for the sake of both the customer’s time and the call center’s efficiency…”. Meeting QA goals score with both customers and businesses!

How Can Contact Center AI Change (and Lift) Customer Experience and Engagement?

Ameyo Callversations

In a digital-first post-pandemic world, exceptional customer experience has become a priority without stepping out, and organizations are paying close attention to making it happen with inbuilt AI technologies in contact and cloud centers.

Hybrid Work: Scary Stuff for Contact Centers

Taylor Reach Group

First, why is it that corporate America, now that it has embraced the concept of remote contact center agents and hybrid work environments [1] , is so slow in adjusting its management processes to support these new deployment models? By Colin Taylor.

2020 Contact Center Retrospective

DMG Consulting

2020 Contact Center Retrospective. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation.

A Guide to Fostering Agent Engagement in a Hybrid Contact Center

Fonolo

READ THE FULL GUIDE: How to Foster Agent Engagement in a Hybrid Contact Center. This is the reality contact centers are facing right now, as they navigate the post-pandemic transition back to the workplace. TIP: Has your contact center adopted call-back technology ?

3 Tips to Improve Call Routing in Your Contact Center

Fonolo

A call routing system is an essential tool for a contact center. It helps customers reach the right representative in a timely manner, and supports contact centers with rushes of incoming calls at certain times of the day. What is Call Routing in a Contact Center?

Contact Centers Are Using More Call-Backs Than Ever

Fonolo

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends.