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. Nobody was listening when these call center agents were ranting about their everyday challenges. Well, at least, we tried.

Call Center 87

Call Center Entertainment Contact Center Benchmark 87

Fonolo

JANUARY 29, 2019

We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Call backs anyone?

Call Center 85

Call Center Airlines Contact Center Self service 85

IdeasUnlimited

DECEMBER 2, 2021

With the assistance of trusted BPO firms, more and more companies are beginning to outsource their customer support to third-party call centers. This proves to be a more cost-effective solution compared to setting up an in-house contact center. Maximum Call Volume. Maximum Call Volume. 24/7 Availability.

Call Center 84

Call Center Telemarketing B2B outsourcing 84

Revation Systems

JANUARY 12, 2018

In his 1998 book, The Experience Economy , Joseph Pine observed that the world was shifting in such a way that experiences would become the predominant economic offering — characterized by entertainment, education, esthetic and escapism at varying levels of participation and absorption. Everything.

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

3CLogic

AUGUST 18, 2020

Whether an enterprise is simply in need of basic functionality or is ready to take the leap to a fully hosted cloud contact center platform, here are a few deployment options to consider: Connector. However, enterprises continue to remain dependent on their existing call center platform (IVR, queue management, reporting, etc.)

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

Babelforce

MARCH 9, 2022

But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience. In this post: What is a cloud contact center? What is a cloud contact center? How can the cloud improve customer experience? Scale quickly and easily.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

Talkdesk

MARCH 17, 2020

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. Call centers are overloaded with heavy volumes resulting in long hold times and time-to-callback.

Contact Center 94

Contact Center Interactive Voice Response Entertainment Self service 94

NobelBiz

SEPTEMBER 6, 2022

How to reduce call center attrition rate? Recruit the right call center agents, improve communication, provide continuous training, use a unified call center solution and more. Read on to find the best strategies to reduce call center agents’ attrition. And here are 8 ways to reduce it: 1.

Call Center 52

Call Center Contact Center Feedback Entertainment 52

Balto

MAY 23, 2022

Ugh, Call Center Coaching…Let’s talk about it. . Ok, Call Center Coaching…what is it? Such gripping narratives use exhilarating phrases like “annual performance review,” “call center coaching tools,” and “telephony integration.” Defining the Challenges with Call Center Coaching.

Coaching 52

Coaching Call Center Average Handle Time Entertainment 52

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management Gamification Surveys 70

Injixo

DECEMBER 20, 2022

For decades, entertainers such as musicians and comedians have used the word “gig” to describe the one-off appearances they make in return for a fee. But according to Aberdeen Strategy & Research , gig customer service is already part of the contact center staffing landscape.

Call Center 52

Call Center Entertainment Customer Service Contact Center 52

Injixo

DECEMBER 20, 2022

For decades, entertainers such as musicians and comedians have used the word “gig” to describe the one-off appearances they make in return for a fee. But according to Aberdeen Strategy & Research , gig customer service is already part of the contact center staffing landscape.

Call Center 52

Call Center Entertainment Customer Service Contact Center 52

Dialer 360

JANUARY 19, 2021

Contact center trends 2021 are based upon the modern contact center architecture. Certainly, helpful in running contact center operations more smoothly with less resource utilization. These new technologies can help you boost your call center productivity in 2021 & beyond.

Contact Center 49

Contact Center Call Center Entertainment call center solutions 49

IdeasUnlimited

DECEMBER 2, 2021

With the assistance of trusted BPO firms, more and more companies are beginning to outsource their customer support to third-party call centers. This proves to be a more cost-effective solution compared to setting up an in-house contact center. Maximum Call Volume. Maximum Call Volume. 24/7 Availability.

Call Center 52

Call Center Telemarketing B2B outsourcing 52

Expivia

FEBRUARY 27, 2021

However much we enjoy working in our call center, days can easily get monotonous. Luckily, there are a couple of fun games you can play to shake up the everyday routine in your call center. Ready to level up your call center? Why You Should Play Call Center Games. It’s true about any office.

Call Center 98

Call Center Entertainment Morale Sales 98

Etech

DECEMBER 7, 2017

While androids are both an operating system and a sci-fi concept that’s becoming more realistic with each passing day, the artificial intelligence that powers androids has started to ease its way into the call center industry. The right balance of hands-on/ hands-off is beneficial to both customer and call center agent.

Call Center 83

Call Center Entertainment Engineering Contact Center 83

Transparent BPO

JULY 9, 2019

>> Related Resource: How We Train Our Call Center Agents for Long-term Success << We also ensured the agents understood specifics regarding political parties and which news channels Americans might listen to based on their political views. That’s only part of what we call The Transparent Difference.

Contact Center 95

Contact Center Gamification Entertainment Consulting 95

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The great online kick-off.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

SharpenCX

FEBRUARY 25, 2020

Stress is a reality in the workplace, especially in call centers. Call centers are the front lines. As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Call Center Weekly

NOVEMBER 13, 2017

In fact, they have been helpful in shaping (and changing) my opinion on things, that I once was reluctant to entertain. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries.

Entertainment 159

Entertainment Feedback Contact Center Government 159

SharpenCX

MARCH 18, 2020

It looks a bit different than it does for your work from home call center agents. So how do you, manager, support work from home call center agents while still keeping performance on track and helping your customers? The Basics: 4 Tips to Managing Work from Home Call Center Agents. Take breaks.

Call Center 94

Call Center Morale Coaching Cloud contact 94

Taylor Reach Group

MARCH 8, 2019

What is a high performance contact center? So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade of services, AHT, ATT, ASA etc., By Colin Taylor. measures.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

Avaya

JUNE 22, 2017

The stage is set for Avaya customers and channel partners to see the future of customer experience (CX) at Call Center Week held at the Mirage Resort in Las Vegas, June 28-29. And Call Center Week will be no different: See live demos of world class customer engagement software and services.

Call Center 51

Call Center Customer Experience contact center solutions Contact Center 51

Expivia

APRIL 1, 2021

However much we enjoy working in our call center, days can easily get monotonous. Luckily, there are a couple of fun games you can play to shake up the everyday routine in your call center. Ready to level up your call center? Why You Should Play Call Center Games. It’s true about any office.

Call Center 52

Call Center Entertainment Morale Sales 52

Taylor Reach Group

JULY 17, 2017

And it would be worth it, as there are just so many possibilities to explore when pondering the ultimate takeover of the Contact Center by androids. Contact Center companies must have both a sound strategy and the technical infrastructure in place to address this growing concern.

Customer Experience 251

Customer Experience Telemarketing Entertainment Contact Center 251

SharpenCX

DECEMBER 9, 2020

34% of customers who hang up before reaching a live agent will never call back. As a leader, it can be stressful to lose customers simply because of call overload. Here are some tips to reduce abandoned calls in your contact center, so you can give your customers (and agents) a better experience.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

Call Center Weekly

DECEMBER 19, 2017

By Melissa Pollock Cloud-based contact center platforms, big data analytics, omni-channel operations, and artificial intelligence applications have all contributed to a prodigious evolution in how we engage and manage customer journeys. That's the essence of digital learning and is it's the new normal for employees' knowledge needs.

Technology 136

Technology Customer Experience Entertainment Coaching 136

Fonolo

MAY 1, 2019

Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009. While the Canada angle is entertaining, the impact of a Mitel-Avaya merger would have very material affects on the contact center world. There’s a tasty irony to an Avaya-Mitel merger.

Contact Center 99

Contact Center Entertainment Call Center call center software 99

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Talent Acquisition – All the hats that a contact center agent must wear can make it difficult to find the right person for your company.

Contact Center 48

Contact Center Healthcare Call Center Best practices 48

AWS Machine Learning

OCTOBER 16, 2024

Intact faced a challenge in managing its vast network of customer support call centers and required a workable solution within 6 months and long-term solution within 1 year. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 68

Customer Service Scripts Coaching Finance 68

TLC Associates

JUNE 26, 2019

TLC Associates to hire 100 additional agents at two New Mexico call centers to support a major telecommunications brand. New members of the TLC Associates team in New Mexico will have the opportunity to turn inbound calls into extraordinary experiences for people nationwide.

Telecommunications 75

Telecommunications Entertainment outsourcing Contact Center 75

SmartAction

SEPTEMBER 5, 2018

You call your cable company excited about upgrading your entertainment plan – only to be put on hold for 20-plus minutes and stuck listening to continued elevator music interspersed with promos for other products and an occasional voice recognizing you’re still in a queue. portion of a call, only now it is handled by virtual agents.

Call Center 40

Call Center Virtual Agent Automotive Entertainment 40

Talkdesk

OCTOBER 12, 2020

During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. Financial institutions’ contact centers are inundated with heavy call volumes resulting in long hold times and time-to-callback.

Banking 83

Banking Interactive Voice Response Self service CRM 83

TRUSTID

SEPTEMBER 16, 2018

Keeping up with effective authentication solutions to combat phone fraud and identify callers more efficiently is a growing challenge for contact centers around the globe. utilities, entertainment and membership services, authenticate callers faster and increase their fraud-fighting ROI. .”

Entertainment 53

Entertainment Government Contact Center Call Center 53

Fonolo

FEBRUARY 19, 2019

Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. Is there #VoiceShrinkage in the Contact Center? AI is Not Reducing Call Center Agent Employment.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

NICE inContact

JUNE 28, 2019

It might surprise you that reducing stress and providing entertainment are two of the more significant ways that brands can inspire positive emotions. Soft skills: Emphasizing the right KPIs in the contact center and giving agents the freedom to go off script and use customer data to make connections is key.

Entertainment 67

Entertainment Scripts Self service CRM 67

TechSee

JUNE 25, 2019

For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Contact Center workload management.

Technology 122

Technology Customer Service Gamification Contact Center 122