Monet Software

JUNE 21, 2019

Verint Monet announced today that TMC , a global, integrated media company, has awarded Verint Monet Workforce Management a 2019 Product of the Year Award, presented by Cloud Computing Magazine. I look forward to continued excellence from Verint Monet in 2019 and beyond.”. About Verint. Verint is “The Customer Engagement Company.”

Morale 79

Morale Contact Center Analytics Service level 79

BlueOcean

FEBRUARY 25, 2019

Your most productive agent can’t hit service level by themselves. We also use video communication (and importantly, we schedule time for individual agents to watch) group chat to share important messages and keep morale high. Read this next: Secrets to Incredible Customer Service with Paul R. Let’s chat today.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

SharpenCX

APRIL 29, 2020

Factor in current business trends, new product or service releases and the net new customer forecasts for each quarter. What happened in May of 2019, and how did volume compare with April and June of 2019? In May of 2019, you handled an average of 2000 interactions per day. When did it pick back up again?

Coaching 76

Coaching Management Contact Center Morale 76

Fonolo

DECEMBER 17, 2019

2019 saw a resurgence in the use of SMS messaging by brands, along with massive growth in other messaging platforms like WhatsApp and Facebook’s Messenger. With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

CX Global Media

JULY 12, 2019

Not counting layoffs or other types of involuntary termination, data from the US Bureau of Labor Statistics shows that three and a half million employees have left their job voluntarily every month since January 2019. You can never give agents schedules that they like and still meet service level!” Consolidated.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Comm100

AUGUST 5, 2020

And customers who are fed up with waiting can take this frustration out on your agents, wearing away at your agents’ morale, causing higher turnover rates, and increasing strain on your team. In a 2019 study conducted by Vonage, only 15% of respondents felt that IVR was conducive to positive CX. What not to do.

Wait times 52

Wait times Interactive Voice Response Customer Service Chatbots 52

Callminer

AUGUST 6, 2019

This tactic, which enables blended agents to be automatically prompted via the rule to switch between inbound and outbound calls based on service level and agent availability, provided a significant lift in productivity. From the customer’s point of view, it delivered a positive experience, while saving inbound calls to the center.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140