Uniphore

JULY 23, 2021

The study found that only about one in every three reps felt engaged in their work. Disengagement is Driven by the Work Environment If you think constant disengagement is about the people you hire and not the environment they’re working in, think again. Ensure that agents know what they’re actually working toward — and why.

Contact Center 246

Contact Center Social Media CX Customer Experience 246

Shep Hyken

JANUARY 11, 2023

This comes in the form of streamlining processes, self-service customer support solutions and more. I had a chance to learn from one of my clients, Mitel, about this very topic. Here are three concepts from Mitel, followed by my commentary: . But what about the employees’ needs? Do we make that same effort for our employees?

Customer Experience 116

Customer Experience AI CX Technology 116

Fonolo

AUGUST 5, 2021

Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. What are some common challenges that come with training remote agents? Communication is the main sore spot when it comes to implementing remote training.

Contact Center 159

Contact Center Start-ups Technology Technology 159

Ameyo Callversations

JULY 22, 2021

The work of contact centers would be to resolve customer queries and offer solutions to the customers for their problems, for instance, troubleshooting of product-related problems, resolving disputes, etc. An almost similar number of customers (59%) have grown their expectations from customer support over the last year.

Contact Center 98

Contact Center Social Media Artificial Intelligence Omnichannel 98

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. Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Ameyo Callversations

MAY 17, 2021

Businesses that were looking at remote working for the short term are now facing a shake-down. And organizations that set up their technology and infrastructure looking at work from home as a temporary solution are now re-thinking the situation as the pandemic is still not over.

E-commerce 98

E-commerce Contact Center Government Omnichannel 98

DMG Consulting

JANUARY 29, 2021

Question: What are the mobility capabilities of WFM solutions? And, mobile solutions enable on-site employees to complete self-service activities, view personal, team, and site performance results, and more, when they are not in the contact center. OT/VTO), from their smartphone or tablet.

Contact Center 101

Contact Center Customer Experience 101

Fonolo

NOVEMBER 10, 2020

And it looks like it’s here to stay… Contact Centers Made an Unprecedented Pivot to Virtual Working. “60-80% of agents moved to work at home during ‘shelter in place,’ and ~30% will continue to stay home once there is a vaccine.” And it worked. There was no deliberating. .

Contact Center 135

Contact Center CX Technology Technology 135

Ameyo Callversations

MARCH 11, 2021

With an urgent need to move operations remote, we saw many traditional BPOs going through digital transformation. > Work from Home is Here to Stay. Many BPOs had never even considered working from home prior to the pandemic. > Establishing Remote Governance. Work from Anywhere, Anytime.

Contact Center 98

Contact Center Government Omnichannel Gaming 98

CommBox

JANUARY 26, 2022

You likely won’t be shocked to hear that a lot of us are working remotely right now. In 2022, it is estimated that about 26% of all employees will be full-time remote workers, according to research from Upwork. Remote Work. These differences can spell disaster for remote collaboration.

Omnichannel 98

Omnichannel Social Media Start-ups Sales 98

Fonolo

NOVEMBER 4, 2021

While this sparked big challenges for contact centers suddenly faced with overwhelming call volumes , it did have an unexpected silver lining around remote work. By the end of 2020, 71% of employed adults were working from home. Additionally, 54% would like to continue to work remotely when the pandemic is over.

Technology 87

Technology Technology Contact Center Artificial Intelligence 87

Zendesk

APRIL 5, 2021

When the COVID-19 pandemic hit, most companies and workers weren’t ready for remote work life. A recent PwC study found that 83 percent of companies think they’ve successfully transitioned to remote work. percent believe their team will still be fully remote this time next year. What is remote work?

Start-ups 98

Start-ups CRM 98

Execs In The Know

MARCH 4, 2022

Depending on the industry they work in, agents are required to understand and comply with highly specific rules and regulations. They are expected to work quickly, and to deliver accurate, high-quality solutions to complex customer problems. Taking Work Home. AI to the Rescue. But not just any automation.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

Intercom, Inc.

JULY 2, 2020

Championing this strategy is Pam Dodrill , Zapier’s VP of Customer Support and Success, whose team works with the company’s more than 100k paying customers and 3 million users. For Pam, it all stems from a long-held belief that investing in the customer’s success will chart a direct path to the company’s. ” .

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

CX Accelerator

NOVEMBER 26, 2019

Several weeks ago, we posted a question in the General channel on Slack, and we asked you to share some of your team’s most significant achievements from the last several months. Let’s face it; CX work is challenging. Aside from team milestones, many members of this community made career moves this year.

CX 243

CX Contact Center Education Customer Experience Management 243

Hodusoft

AUGUST 4, 2021

A Guide to Hybrid Workforce Technology for the Future of Work. For most of us, the pandemic has been a period of remote work, with in-between visits to the place of work. A survey carried out by Accenture found that 83% of workers prefer a hybrid work model going forward. HoduSoft Hybrid Workforce Solution.

Technology 98

Technology Technology Contact Center CRM 98

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. Employee Experience Checklist.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Intercom, Inc.

APRIL 1, 2020

A great example of this is a “Sanity Savers” doc initially put together by employees from Salesforce doc, which lists anything and everything to help keep sane and fit while working from home. Handling emotional health. Alexa Collins, Editor. Listing all the positives. Dee Reddy, Podcast producer.

Government 201

Government Start-ups Sales Technology 201

Intercom, Inc.

JULY 21, 2021

The COVID-19 pandemic forced a sudden shift to remote working in one of the largest global experiments in the history of work. As parts of the world reopen, the experiment moves to its next phase – adjusting to a post-pandemic reality in which remote and in-office work are no longer “either/or” alternatives. .

Construction 138

Construction Start-ups Technology Technology 138

CX Accelerator

MARCH 9, 2020

Perhaps you’ve felt this way in a work setting. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work. I was working remotely for the first time, and things were off to a rocky start. I was convinced I wasn’t working hard enough or catching on quickly enough.

Contact Center 182

Contact Center Social Media Start-ups CX 182

CX Accelerator

MARCH 9, 2020

Perhaps you’ve felt this way in a work setting. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work. I was working remotely for the first time, and things were off to a rocky start. I was convinced I wasn’t working hard enough or catching on quickly enough.

Contact Center 182

Contact Center Social Media Start-ups CX 182

Logicalware

AUGUST 12, 2021

With a team of contact centre agents tasked with supporting customers, including handling telephone-based card payments, GC Business Finance was faced with a pressing challenge when staff switched from office to home-based working as a result of the pandemic. A secure solution. The compliance challenge.

Finance 97

Finance Compliance E-commerce Government 97

Fonolo

MAY 4, 2021

Constant hiring and training can drain your call center spend, so it’s important to find ways to engage call center agents (think gamification or other work culture boosts). One of the easiest ways to save money, reduce agent stress, and improve your customer experience is to invest in a solid call-back solution.

Contact Center 152

Contact Center Artificial Intelligence AI Omnichannel 152

Logicalware

OCTOBER 27, 2022

During the pandemic, Microsoft Teams was a game-changer when it came to staying connected as we shifted to working from home. In Fact, MS Teams skyrocketed from 75 million daily active users in April 2020 to 115 million by October 2020 and a whopping 145 million in April 2021. Solving the hybrid work paradox.

Omnichannel 52

Omnichannel Gaming 52

Ameyo Callversations

MARCH 15, 2022

Within the contact center industry, remote work is emerging as an opportunity and a challenge, with supervisors having to adjust to the new norm and adapt strategies. While just a few years ago only 6% of employees worked from home , now more than 77% of service firms are planning on enhancing work from home infrastructures long term.

Contact Center 52

Contact Center Compliance Government Technology 52

Hodusoft

MAY 24, 2023

From its inception in the 1970s to 2023, call center software has come a long way. But this year onwards, AI is going to revolutionize the way call centers work. The international call center AI market size will grow from USD 1.6 The lockdowns have been lifted long ago, but remote working is here to stay.

Contact Center 52

Contact Center AI Artificial Intelligence Social Media 52

Zendesk

MARCH 25, 2021

Due to COVID-19, there’s a growing number of remote call center jobs available online. According to Fortune, more and more high-volume call centers (or contact centers) are moving to remote work and staying that way , which means greater opportunity for work-from-home call center representatives.

Social Media 92

Social Media Contact Center Start-ups Omnichannel 92

Comm100

MARCH 30, 2021

The pandemic has driven more people than ever to work from home, while forcing millions more into unemployment. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more. Employees working remotely. Increased query volume.

Omnichannel 105

Omnichannel Social Media Education Start-ups 105

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.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

DMG Consulting

JULY 5, 2020

Developing a Contact Center Work-At-Home Program. And even BC plans that had work-at-home (WAH) guidelines for agents were unlikely to have documented best practices for supervisors or managers who unexpectedly needed to work remotely. . working space, security, and more.

Contact Center 84

Contact Center Text Analytics Technology Technology 84

Hodusoft

APRIL 24, 2024

It found its way into mainstream media and pop culture after Jon Postel, the legendary American computer scientist who made several important contributions to the development of the Internet, famously said: “But I do have a computer at home and a pretty good ISDN connection.” History and Evolution of ISDN How Does ISDN Work?

Start-ups 52

Start-ups Technology Technology Gaming 52

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.

Start-ups 105

Start-ups Sales Technology Technology 105

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

Logicalware

OCTOBER 30, 2023

Cloud Nine: Facilitating a hybrid work environment Back in 2019, Lifeplus found the perfect fit in Puzzel when they needed a cloud-based solution for their agents to work from home. Moving away from its heavy phone system with basic ACD, Lifeplus adopted an omnichannel customer service strategy. 

Customer Satisfaction 52

Customer Satisfaction Manufacturing Omnichannel Technology 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

Logicalware

JULY 6, 2022

Hybrid working has become the norm for contact centres across the UK. Thanks to cloud contact centre solutions – like Puzzel – customer service teams can now take calls, manage interactions, and collaborate with their colleagues from anywhere. But when it comes to improving work-life balance – there’s still more to do.

Real Estate 52

Real Estate Omnichannel Customer Service 52

CX Accelerator

NOVEMBER 26, 2019

Several weeks ago, we posted a question in the General channel on Slack, and we asked you to share some of your team’s most significant achievements from the last several months. Let’s face it; CX work is challenging. Aside from team milestones, many members of this community made career moves this year.

CX 182

CX Contact Center Education Customer Experience Management 182