Callminer

AUGUST 27, 2023

An omnichannel contact center syncs conversations across channels, including email, calls, and social media. Learn how an omnichannel strategy can ensure you meet your customers wherever they are.

Contact Center 182

Contact Center Omnichannel Social Media 182

Callminer

MARCH 29, 2023

More businesses are deploying call center analytics. Read this blog to learn how your current or future call recorder can prime you for effectively implementing conversation intelligence.

182

182

Callminer

AUGUST 1, 2022

In the age of remote call centers, it is important for organizations to consider which candidates can work from home effectively. Read on to learn tips for hiring remote call center agents.

182

182

Callminer

JUNE 29, 2022

It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions.

Contact Center 182

Contact Center Omnichannel 182

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. 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? Read on to learn why. What Your Call Center Agents Rant About on Social Media. Emphasis on “try.”)

Contact Center 204

Contact Center Social Media NPS AI 204

Callminer

FEBRUARY 22, 2021

Read this blog to learn about the 25 top trends for 2021 in call center technology.

Technology 385

Technology Technology 385

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Contact Center 246

Contact Center Outlook Gaming Education 246

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. Brian Cantor Leading CX Industry Analyst Contact Center Week. Embed learning in the flow of activities that employees and the enterprise perform to deliver their outcomes. It’s challenging to train, onboard, and retain talent in the contact center today.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Callminer

FEBRUARY 3, 2021

Learn how call centers can more effectively identify, address and manage customer vulnerability.

343

343

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Inside Customer Service

JULY 13, 2023

My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite. I once got a chance to tour the human resources contact center at Starbucks. Reps who worked in this center took human resources calls from employees working at Starbucks locations.

Contact Center 187

Contact Center Customer Service 187

Uniphore

JUNE 22, 2021

No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Why Agent Retention Matters The challenge of retaining top talent in a contact center environment is no small feat.

Contact Center 52

Contact Center AI Technology Technology 52

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada. Register Now.

Social Media 218

Social Media Contact Center Customer Experience CX 218

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Learn More. Better call center coaching creates—and retains—better agents. Learn More. Learn More. Get Your Copy Now.

Healthcare 130

Healthcare AI Technology Technology 130

Fonolo

AUGUST 29, 2018

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? Learn more about Sheri and CRMXchange here and here.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate.

Contact Center 246

Contact Center Education AI Start-ups 246

Intercom, Inc.

JULY 6, 2022

Discover what you can do with 2-way SMS, including sending promotional messages, re-engaging your customers, and much more over at our help center. Head over to our help center for a demo video and to learn more about what’s new. Learn how to build out your Custom Bot using Custom Actions right here.

Start-ups 210

Start-ups Customer Retention 210

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. How Artificial Intelligence is Changing the Contact Center.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued. Key Ideas to Improve your Customer Experience.

Contact Center 148

Contact Center Management Consulting Gaming Innovation 148

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. Furthermore, they may have long-term goals and dreams beyond the contact center.

Contact Center 88

Contact Center Gaming Customer Service 88

Execs In The Know

FEBRUARY 29, 2024

Navigating Uncertainty with Human-Centered Design In a world where change is relentless and technology investments often outpace organizational readiness, uncertainty in our space looms large. That’s where human-centered design comes in. Contact center agents are tasked with learning seven tools, on average, to do their job well.

CX Transformation 99

CX Transformation CX VOE AI 99

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. They’re fun, inspiring, and an excellent chance to learn something new while building new relationships. Visit Fonolo at Booth # 15 to learn how call-backs can improve your RCM!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Fonolo

SEPTEMBER 1, 2022

Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Why is Call Center Employee Retention Important? Don’t worry! Low compensation.

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

Execs In The Know

DECEMBER 18, 2023

Jennifer’s journey is a testament to resilience, boldness, and an unwavering passion for leadership, from her roots in contact centers to ascending to the helm of a software company. As we explore Jennifer’s transformative journey, we uncover pivotal moments, lessons learned, and invaluable insights that define her approach to leadership.

CX 52

CX Contact Center Innovation Customer Service 52

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Call center managers and leaders have some of the hardest jobs when it comes to agent engagement.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Fonolo

AUGUST 5, 2021

The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available. How to Foster Agent Engagement in a Hybrid Contact Center. 15 Powerful Call Center Training Methods. EmployeeEngagement… Click To Tweet.

Contact Center 159

Contact Center Start-ups Technology Technology 159

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center. How to Create a Call Center Performance Report.

Contact Center 148

Contact Center Technology Technology Education 148

Fonolo

MAY 27, 2021

Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. Discover the Six Crucial Contact Center Trends That Will Shape 2021. Go easy on the open-ended questions.

Construction 136

Construction Technology Technology Contact Center 136

Help Scout

AUGUST 22, 2023

Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences. Read the full article

Customer Experience 105

Customer Experience 105

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 83

Contact Center Start-ups Customer Satisfaction Customer Service 83

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. And guess who’s going to handle the complaint if the CEO personally brings it to the attention of the contact center?

Contact Center 100

Contact Center Customer Service Customer Experience 100

Fonolo

MAY 20, 2021

In fact, it’s an opportunity for agents to improve their skills and for a company to learn where they can improve their operations. 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.

Contact Center 148

Contact Center Customer Satisfaction Customer Service Technology 148