TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time.

Call Center 196

Call Center Self service Gamification Contact Center 196

CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. few rated as exceptional contact center leaders are embracing the change.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Video can be the untapped jewel of your experience design. The video takes this imbalance out of the equation.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

CX Global Media

JANUARY 8, 2019

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value. Our newest boot camp is on contact center fitness. Boot Camp Power Kit. QuickGuide.

Contact Center 166

Contact Center Coaching Call Center Employee engagement 166

Global Response

MARCH 24, 2025

As consumers demand more timely and personalized service across channels, you want to ensure your call center agents are empowered with relevant information and the right technology to meet these demands. A call center knowledge management system is a centralized repository of critical information.

Call Center 62

Call Center Management Abandon rate outsourcing 62

Contact Center Pipeline

JUNE 18, 2020

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer experiences. As such, contact center execs are asking themselves, “Can we meet these goals with the communications solution we already have in place?”

Call Center 241

Call Center Contact Center Customer Experience Technology 241

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. Infrastructure: Accelerated digital transformation.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. What is Contact Center Training?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Myra Golden Media

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m a contact center supervisor who trains, yet I don’t have a training background. Engage with video. What advice can you give me?

Customer Service 317

Customer Service Morale Contact Center Call Center 317

CX Global Media

JUNE 23, 2018

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. Some texts, some videos, some face-to-face. When I think about the legacy aspects of the contact center, we haven’t really been configured that way.

Contact Center 195

Contact Center Customer centricity Self service Strategic Value 195

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023.

Call Center 147

Call Center Management Benchmark Contact Center 147

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. But stressful industries like contact centers stand out. Why Does Call Center Retention Matter? The numbers are sobering.

Call Center 155

Call Center Brand ambassadors Contact Center Education 155

Fonolo

AUGUST 5, 2021

How to Foster Agent Engagement in a Hybrid Contact Center. For example, if technology is limited and doesn’t allow for group meetings or video conferencing, the transition to online training will be very bumpy. 15 Powerful Call Center Training Methods. Create a standardized virtual training program.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Contact Center Pipeline

JUNE 30, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, HireVue’s Andy Valenzuela outlines the benefits of video interviewing for a remote-work model.

Contact Center 130

Contact Center Technology Call Center 130

Outsource Consultants

MARCH 17, 2025

Building a dream team for your call center operations is a game-changer in today’s competitive business landscape. The Philippines has emerged as a powerhouse in the call center industry, offering a wealth of talented professionals. What Skills Define Top Philippines Call Center Agents?

Call Center 67

Call Center outsourcing Education Consulting 67

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

CX Global Media

JUNE 6, 2017

In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy. Learn why omnichannel language support is needed in your contact center. And managing language services has not been on the top of a contact center leaders list. Click to Tweet.

Contact Center 176

Contact Center Government Healthcare Call Center 176

CX Global Media

MAY 11, 2020

In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. STOP : What are the truths of AI in contact centers? What about the uniqueness of your contact center, the work you perform, and your strategic positioning in your organization.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

Fonolo

AUGUST 17, 2021

Customers want a pleasant phone experience, but not as much as they want a quick and easy call resolution. The Contact Center Guide to Managing Spikes in Call Volume. Luckily, a successful call center is within reach. The Executive Guide to Improving 6 Call Center Metrics. Lead by example.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members. Contact Center Trends: Industry Predictions for 2022.

Call Center 148

Call Center Abandon rate Gamification Education 148

Contact Center Pipeline

JULY 17, 2019

Viral videos” captured the zeitgeist, and every brand decided they needed to have one—even if they didn’t fully understand what made a clip “go viral” or how to be strategic with its […]. In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives.

Contact Center 198

Contact Center Marketing Self service Chatbots 198

Contact Center Pipeline

MARCH 23, 2021

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful.

Contact Center 189

Contact Center outsourcing Call Center 189

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Ineffective? Overworked? Undertrained? Dream team? Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

Fonolo

JULY 27, 2021

Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. The right KPIs depend on the contact or call center.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Fonolo

FEBRUARY 16, 2021

Contact center technology has come a long way since its early years as a jury-rigged air traffic control system. The pandemic has hastened many call center trends and compounded technological developments. Contact Center Trends 2021. The Full List of Contact Center Technology.

Call Center 134

Call Center Technology Gamification Contact Center 134

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Fonolo

MARCH 30, 2020

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Managing Remote Contact Center Agents. Here are 5 tips on managing your virtual call center team.

Contact Center 133

Contact Center Management virtual call center Call Center 133

Fonolo

AUGUST 26, 2021

Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 142

Call Center Real estate call center software Interactive Voice Response 142

TechSee

DECEMBER 10, 2019

They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments. What is Computer Vision AI?

Call Center 136

Call Center Self service Contact Center Interactive Voice Response 136

CX Global Media

NOVEMBER 6, 2018

Virtual Boot Camps provide a hands-on and action-based way for contact supervisor training to be more engaging and fun for the learner – and significantly more affordable than any other boot camp method. As the only provider of virtual boot camps in the industry Call Center Coach is disrupting the old call center school thinking.

Contact Center 120

Contact Center Coaching Call Center Employee engagement 120

Contact Center Pipeline

JANUARY 23, 2020

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse. And at the same time, businesses are striving to meet and exceed a moving goal post of customer preferences, influenced by a […].

Contact Center 232

Contact Center Virtual Agent Call Center Technology 232

TechSee

DECEMBER 16, 2021

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. These technologies are paving the way for new possibilities for the future of call centers.

Call Center 124

Call Center Self service Gamification Contact Center 124

CX Global Media

OCTOBER 15, 2018

This is exactly what can happen with your contact center messaging and communications network. Everybody hates to get dropped, cutoff and to deal with choppy audio and video. The more information they have the better equipped they are to talk to their leadership and understand what happens in call queues. Is that correct?

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

TechSee

OCTOBER 31, 2019

As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. Let’s meet these malevolent monsters and get to grips with the thorny issue of call center attrition. Magic and mischief reign.

Call Center 117

Call Center Contact Center Average Handle Time Scripts 117

Ameyo

SEPTEMBER 14, 2020

Video contact center software is certainly the next big thing in the world of contact centers. No matter what business, a video contact center can surely work wonders for you.

Contact Center 96

Contact Center Contact center software Customer Service call center software 96

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251