Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021?

Contact Center 204

Contact Center Social Media NPS AI 204

Inside Customer Service

JANUARY 27, 2022

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. We had just sat down to review a call, and it wasn't going well. The solution?

Contact Center 148

Contact Center Legal Construction Start-ups 148

Fonolo

NOVEMBER 17, 2020

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 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Callminer

AUGUST 1, 2017

And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? How is Hyper-Personalization Different from Personalization?

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Fonolo

OCTOBER 7, 2021

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. of retail contact center leaders.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Callminer

JULY 28, 2021

Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center.

Contact Center 182

Contact Center 182

Fonolo

NOVEMBER 9, 2021

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.

Contact Center 87

Contact Center Artificial Intelligence Social Media AI 87

Execs In The Know

NOVEMBER 22, 2022

Strategies for Leading a Multilingual Global Contact Center. It’s time to rethink how we address language as a business problem. And more importantly, how can you capture this incredible opportunity before your competitors do? Five Considerations for Multilingual Contact Center Operations.

Contact Center 98

Contact Center CX Technology Technology 98

Taylor Reach Group

SEPTEMBER 6, 2023

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. These systems aimed to streamline customer interactions by automating routine inquiries.

Contact Center 65

Contact Center AI Data Entry Sentiment Analysis 65

Fonolo

JUNE 13, 2023

Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. If you’re considering a call-back solution for your contact center, here are some things you’ll be glad to know before you decide which product is right for you.

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104

Fonolo

JULY 14, 2020

But many contact centers had yet to take advantage of the many benefits that come from offering your contact center agents flexible working arrangements. Flex-Time is Probably Right for Your Contact Center. The short answer is: Yes, flex-time is right for your contact center.

Contact Center 126

Contact Center Hospitality Hospitality Retail 126

Fonolo

AUGUST 29, 2023

As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. We’ll share some practical steps and insights on how to teach this vital skill to your call center agents. Bonus: It makes your agents’ jobs more interesting , too.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Fonolo

NOVEMBER 11, 2021

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. Lower contact center morale.

Contact Center 87

Contact Center Customer Satisfaction Sales Touchpoint 87

Fonolo

MAY 25, 2021

Call center managers are always on the lookout for ways to increase the productivity of their agents and the overall efficiency of their departments. So, when it comes to tackling these never-ending inbound calls on the voice channel, what’s a call center manager to do? The Contact Center Guide to Managing Spikes in Call Volume.

Contact Center 104

Contact Center E-commerce AI Customer Satisfaction 104

Fonolo

OCTOBER 15, 2020

Here are seven things your customers want your contact center to know: They want easy solutions. Take time to walk through your customer journey and ask yourself, “How can I simplify this?” How Can Employees Affect Customer Perception? A Complete Guide to Customer Perception. CX #CustomerService Click To Tweet.

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 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. Role of contact center software in managing a ‘hybrid workforce’.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. The Inner Circle Guide to Cloud-based Contact Centre Solutions. Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) Will the AI / chatbot hype start to live up to its promise?

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Ameyo Callversations

JANUARY 19, 2022

Contact centers act as a spine of good customer experiences. A modern contact center is a primary location that shapes both inbound and outbound communications with customers using various customer engagement channels and strategies; however, its success totally relies on meeting and exceeding customer expectations.

Contact Center 105

Contact Center Touchpoint Social Media Customer Expectations 105

Hodusoft

NOVEMBER 17, 2021

The ultimate guide to the omnichannel contact center software. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer. What is an Omnichannel Contact Center? Among the preferred channels for Omnichannel contact centers are: Web conferencing.

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

Fonolo

FEBRUARY 2, 2021

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.

Contact Center 91

Contact Center Technology Technology Omnichannel 91

Taylor Reach Group

APRIL 1, 2020

If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. Here are five ways contact centers can support their onsite workers amid the coronavirus outbreak: 1. by JD Fairweather.

Contact Center 137

Contact Center Government Omnichannel Technology 137

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. Here are some of the most common customer complaints in contact centers. If you guessed there are more complaints than ever, you’re right.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Uniphore

OCTOBER 12, 2021

You don’t know anything about what or how much has already been said. What happens next could lead to a serious misunderstanding if you make wrong assumptions about the topic, the situation, and how the participants feel about what they are discussing. That’s the situation with many basic artificial intelligence (AI) solutions.

Contact Center 100

Contact Center Artificial Intelligence AI Customer Service 100

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. So, how exactly do you build the types of experiences that keep people coming back for more? What is an omnichannel contact center?

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

Fonolo

DECEMBER 17, 2019

Everything from the way we shop to how we listen to music has changed in the last two decades. It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. Contact Center Trend #1: Texting is Back (With Bells On).

Contact Center 76

Contact Center Social Media Omnichannel AI 76

CSAT.AI

JUNE 29, 2022

Agents learning to perform at the industry comparable level of a guitar legend is supported by effective contact center agent feedback. Not all contact center agent feedback is equal though. The way in which feedback is given has a significant impact on how it is received and acted upon. Feedback is Wanted.

Contact Center 81

Contact Center Construction AI NPS 81

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose. RTG solutions also help improve regulatory compliance and script adherence.

Contact Center 48

Contact Center Artificial Intelligence Compliance Predictive Analytics 48

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028. from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Fonolo

AUGUST 27, 2020

What is the primary purpose of a contact center agent? Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience. Handpicked related content: How to Create a Great Customer Perception Survey. Are your agents unknowingly stoking customer frustrations?

Contact Center 135

Contact Center Transportation Construction Customer Loyalty 135

Hodusoft

JUNE 1, 2023

HoduSoft Now Provides an AI Chatbot Feature with Its Contact Center Software In today’s swiftly evolving digital landscape, businesses are continuously striving to improve customer experiences and streamline their operations. What is an AI Chatbot Feature?

Contact Center 52

Contact Center AI Artificial Intelligence Machine Learning 52

Ameyo Callversations

SEPTEMBER 6, 2022

Interestingly, it means benefiting from a contact center to engage with their customers via different communication channels. With the global market value of call centers forwarding toward $496 billion (by 2027), many call center businesses are evolving towards greater success with cloud adoption.

Contact Center 52

Contact Center Social Media Omnichannel AI 52

Ameyo Callversations

NOVEMBER 16, 2021

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. trillion of business value, and customer experience will become the center of this hike.

Contact Center 96

Contact Center AI Artificial Intelligence Customer Experience 96

Callminer

FEBRUARY 23, 2015

It's critical for companies to mitigate risk in the contact center. The following CallMiner resource guide offers tips & suggestions of how to do it.

Contact Center 182

Contact Center 182

Myra Golden Media

APRIL 6, 2023

However, as a contact center representative, it’s your responsibility to deliver this news in a way that’s sensitive, empathetic, and effective. For many people, their interactions with customer service are the only points of contact they have with a company. I would feel the same way if I were in your shoes.”

Contact Center 62

Contact Center Customer Service Customer Experience 62

Experience Investigators

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. What’s the difference?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94