CX Global Media

JULY 1, 2017

“This was the buzz at the 2017 ICMI Contact Center Expo” Click to Tweet. What’s Hot at ICMI Contact Center Expo. Justin Robbins share a preview and insight into the 2017 ICMI’s Contact Center Expo Conference. Were you at the conference? Join me on the Fast Leader Show Podcast.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

CX Global Media

JULY 13, 2017

Small Call Centers Go Big with Speech Analytics. This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. But we’re small.” Eureka Starter is here.

Call Center 185

Call Center Analytics Contact Center contact center solutions 185

CX Global Media

FEBRUARY 26, 2019

The Contact Center Virtual Summit is a 3-week contact center event and the world’s largest virtual contact center conference. Taking place from May 19 th through June 2 nd , this event features a focus on frontline agent performance during the entire contact center agent life cycle. – Click to Tweet.

Contact Center 56

Contact Center Coaching Employee engagement Call Center 56

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. Micromanagement.

Call Center 148

Call Center Morale Best practices Contact Center 148

Beyond Philosophy

MARCH 12, 2015

Have you ever abandoned an online chat because it was taking too long so you could sit on hold for five minutes or more with a call center. Have you ever tried to fix an appliance by striking it with the side of your fist, like the character Fonzie in Happy Days? Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? Sure, you could watch a few evocative highlights on YouTube instead, but attending conferences in the flesh still provides far more value. ICMI: Expo & Conference. Northeast Contact Center Forum (NECCF). When: April 29-May 1, 2019.

Customer Service 108

Customer Service Contact Center Education Engineering 108

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?

Call Center 141

Call Center Contact Center Coaching Gamification 141

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.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Outsource Consultants

MARCH 15, 2021

Conference champions – including those from comparatively weak conferences – are given automatic bids to the tournament, frequently punching their ticket while superior teams are forced to watch the games from their living rooms. Massive call center operations are massive for a reason. Not by a long shot.

outsourcing 121

outsourcing Call Center Consulting Consulting 121

CX Global Media

JUNE 28, 2017

The theme at this year’s Call Center Week is about building the foundation for future transformation. Brian Cantor talks about Call Center Week highlights. Make Call Center Week Fall. If you are unable to be here at Call Center Week, we’ll miss you. Click to Tweet. No more innovation.

Call Center 149

Call Center Average Handle Time Contact Center Coaching 149

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

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. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!

Contact Center 87

Contact Center Healthcare Call Center Technology 87

Contact Center Pipeline

JUNE 21, 2019

This week over 400 attendees made their way to Gillette Stadium, in Foxborough, Massachusetts, home of the National Football League’s New England Patriots, to be a part of The Northeast Contact Center Forum’s (NECCF) annual contact center conference and expo – the largest contact center event in the Northeast.

Contact Center 100

Contact Center Call Center 100

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software. Be mindful of integrations.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

Contact Center 296

Contact Center Self service Interactive Voice Response Technology 296

Beyond Philosophy

JUNE 15, 2023

How does one do that, and how does the call center make that interaction inspirational? Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. Click here. appeared first on Beyond Philosophy.

Banking 363

Banking Construction Accountability Advertising 363

Contact Center Pipeline

JANUARY 29, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.

Contact Center 288

Contact Center Consulting Consulting Call Center 288

Call Center Weekly

SEPTEMBER 19, 2018

How do you create actionable goals, from the knowledge acquired at a conference? I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation. Aspiration! Many sessions I attend are aspirational. Customer Service people are awesome!

Telecommunications 150

Telecommunications Contact Center Call Center Customer effort 150

Beyond Philosophy

OCTOBER 28, 2014

Transactional companies might also have a motive to improve the productivity, by tracking stats like how many calls are answered and the average call time per Customer. In many cases, they will also use a Call Center script. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

SEPTEMBER 19, 2024

For example, I have called into places and waited long because “the call center is experiencing a high call volume.” ” Are they, or did they decide to cut back on labor and have fewer people there to answer the normal number of calls they receive? Click here.

Government 307

Government Accountability Call Center Personalization 307

Contact Center Pipeline

JUNE 12, 2018

This year’s SWPP conference was so fun—three days of binging on workforce management sessions makes us WFMers return home feeling motivated, retrained and happy. I hit as many sessions and vendors as I could, and heard some interesting things going on: 1.

Management 100

Management Contact Center Call Center 100

Contact Center Pipeline

JUNE 6, 2018

The 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every lunch, and every session is devoted to forecasting, scheduling, real-time adherence, staffing models, power-of-one, net staff, Erlang… and this goes on for three days.

Management 222

Management Contact Center Call Center 222

CX Accelerator

MAY 25, 2022

Jenny began her call center customer service journey on the front lines back in 2005. She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo. Great choice Jenny. We hope it serves you well!

Customer Support 316

Customer Support Wait times Self service Best practices 316

CX Global Media

MAY 22, 2017

Justin Robbins and Jim Rembach share a preview and insight into ICMI’s Contact Center Expo Conference. What’s hot at the Contact Center Expo besides the Orlando air temperature? Learn about what’s hot at ICMI’s Contact Center Expo.” Click to Tweet. What is Customer Experience going to cost?

Contact Center 185

Contact Center Best practices Interactive Voice Response Call Center 185

Spearline

OCTOBER 7, 2022

No matter what level a call center service is at, from start-up to complete customer support powerhouse, there is one common imperative that binds them all – complete, cross-platform functionality. Let’s take a look at why and how call center testing forms the backbone of a solid call center infrastructure.

Call Center 89

Call Center Interactive Voice Response Telecommunications Call flow 89

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. This can lead to cost savings in staffing expenses.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Expivia

MAY 15, 2021

Call center coaching is just like coaching a little league team. It’s the same with a call center. And with incredible agents, you can raise the quality of your call center and customer service. The Goals of Call Center Coaching. Call center coaching seems like a critiquing session.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

Beyond Philosophy

MAY 5, 2015

How they feel is what drives them to your store/website/call center queue. I will talk about these little voices when I give the keynote speech at the Clarabridge Conference in Miami. Emotions are fundamental to Customer behavior in your experience, too, whether you are in business-to-consumer or business-to-business.

Customer emotions 284

Customer emotions Customer Experience Call Center Customer centricity 284

JustCall

MAY 2, 2021

So, you or your agent can make calls or send texts directly from your existing CRM or Helpdesk tool. Host Conference Calls from JustCall. It takes less than 30 seconds to setup a conference room & host a conference call to allow upto 50 participants to join a conference call.

call center software 97

call center software Call Center Analytics CRM 97

Beyond Philosophy

FEBRUARY 15, 2024

Like your employees who pick up on words and phrases intuitively, AI will hear signals in customers’ communications, their comments on social media, the number of times they call the call center, the type of call it is, and other details. Click here. Thanks for reading, we appreciate you!

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Call Center Weekly

SEPTEMBER 17, 2018

I was recently at a business conference at a highly regarded venue. Upon the conclusion as everyone was walking out to their cars, I overheard several conversations focusing on two extreme irritations during the conference. the conference content was wonderful. The food was great. Access to the provided WiFi was impossible.

B2B 201

B2B Customer Experience Accountability Personalization 201

Win the Customer

MARCH 20, 2015

In a recent conference call is asked an organization if they had a report of their key performance metrics related to service and customer experience […]. Call Center Customer Experience Customer Service Infographic Management'

Customer Experience 144

Customer Experience Management Call Center Metrics 144

Contact Center Pipeline

MARCH 3, 2020

Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit. In fact, 80% of contact centers today embrace flexible scheduling and remote working for some segment of their population.

Contact Center 226

Contact Center Consulting Consulting Call Center 226

Convoso

JANUARY 23, 2020

The conference proved an amazing opportunity to network with both new and familiar faces. And, we appreciated the chance to share our own experience and perspectives on a panel discussion, “The Three Efficiencies That Drive Call Center Performance.

Call Center 156

Call Center 156

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Beyond Philosophy

DECEMBER 28, 2023

Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue. Easy means making it simple for your customers to use your website, app, or call center to tell you what they need. Colin has spoken at hundreds of conferences, including some of the world’s largest brands.

Airlines 221

Airlines Self service Call Center Personalization 221