CX Global Media

OCTOBER 10, 2018

There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. Seminar Leaders.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

CCNG

JULY 12, 2020

We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts. Tips for Mitigating the Impact of Pandemics on Contact Centers , by Donna Fluss.

Contact Center 221

Contact Center CCNG Best practices Government 221

CX Global Media

AUGUST 1, 2019

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

Taylor Reach Group

JUNE 26, 2019

Webinar Contact Center AI and Self Service Colin Taylor. Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. Check out the recorded webinar HERE. By Colin Taylor.

Self service 98

Self service Contact Center Consulting Consulting 98

CX Global Media

DECEMBER 18, 2018

Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. Many people that are finding fulfillment and they like working in contact centers. Edited transcript. Empowerment.

Contact Center 149

Contact Center Call Center Coaching Personalization 149

Contact Center Pipeline

JULY 7, 2017

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back of this, here is a bite-sized version of the most valuable takeaways from the day.

Contact Center 174

Contact Center Best practices Benchmark Coaching 174

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 5, 2021

How to Foster Agent Engagement in a Hybrid Contact Center. Even if a call center is properly equipped for remote work, it’s more difficult for agents to get facetime with management when issues arise simply because they can’t just walk over to their desk and ask for help. 15 Powerful Call Center Training Methods.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. 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 concerned about training my agents and supporting them.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

CCNG

JANUARY 19, 2021

Connect with me on LinkedIn [link] to let me know your feedback on these trends and on the webinar. Richard Kenny is an 18 year veteran of the contact center industry, working as the Senior Product Marketing Manager, Contact Centre & Unified Communications for Poly (formerly Plantronics).

Call Center 195

Call Center CCNG Contact Center Feedback 195

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

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What AI tools Will Improve Contact Center CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Fonolo

DECEMBER 2, 2021

From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. A reduction in available childcare workers has left many contact center agents without adequate care for the kids, forcing them to leave their positions. Plus, so much more.

Contact Center 95

Contact Center Technology Education Call Center 95

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. Call center employees have a complicated job.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

NobelBiz

NOVEMBER 26, 2024

Choosing a call center service provider is an important decision that affects customer satisfaction, ongoing efficiency, and brand reputation. What call center functionalities are included in the base package? Why You Need to Ask This: Data protection is critical in the call center industry.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

Myra Golden Media

JULY 12, 2019

I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. I had my supervisors meet with me on a regular basis to check, adjust, or determine by comparison with each other the standards set forth by our call center.

Calibration 238

Calibration Coaching Contact Center Call Center 238

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.

Big data 98

Big data Contact Center Analytics Metrics 98

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important. Click To Tweet.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

The Call Center School

OCTOBER 7, 2020

The next webinar in our series on 'Agent Staffing in 2020' will focus on a crucial topic that every business is concerned about. Together with industry expert Irene Chung , Co-founder and CEO at StellarEmploy, we will dive into the tools and methods available to achieve great outcomes for open frontline roles.

Contact Center 118

Contact Center 118

CX Global Media

OCTOBER 15, 2018

Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this age of disruption that we live in. Supervisor Training Reset.

Contact Center 269

Contact Center Morale Call Center Metrics 269

The Call Center School

AUGUST 25, 2020

Especially in the contact center industry, which is heavily influenced by employee attrition, recruiting, training as well as motivating the right people with the right skills can be a real challenge. Our free webinar series on ' Agent Staffing in 2020' is designed to help you overcome this challenge.

Contact Center 97

Contact Center 97

CX Global Media

DECEMBER 4, 2018

Contact center agent training can be a very big expenditure for a lot of organizations. For contact centers that experience higher agent turnover the expenditure is obviously much higher than for those with lower turnover. Outside Forces on Contact Centers. A Hidden Opportunity.

Contact Center 240

Contact Center Coaching Education Call Center 240

Contact Center Pipeline

MARCH 28, 2019

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)?

Contact Center 133

Contact Center Technology Analytics Metrics 133

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

Contact Center 85

Contact Center Transportation Customer Experience Wireless 85

Fonolo

SEPTEMBER 4, 2018

Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. Duplex is Not About Agent Replacement. Let’s take this apart.

Call Center 209

Call Center Contact Center Self service Chatbots 209

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The contact center workforce was already going remote. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

TechSee

MARCH 23, 2020

Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. Shift your contact center to a WFT model: a seven-point plan.

Call Center 109

Call Center Contact Center Enterprise CRM 109

Callminer

NOVEMBER 6, 2018

This is the same reaction that customers will have after a bad experience with your call center. If you want to turn your consumers from acquaintances into friends, then you need to make every interaction show that you care about them regardless of the reason for their call or how often they call.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Fonolo

SEPTEMBER 24, 2020

Join us for a one-hour webinar to learn what’s missing from your communication strategy and where to invest to win more customer’s hearts (and wallets). Join Fonolo, and The National Credit Union Call Center Conference on: Friday, October 8 th, at 2:00 PM ET / 11:00 AM PT for the live webinar and Q&A.

Banking 109

Banking Contact Center Call Center Technology 109

ProProfs Blog

DECEMBER 22, 2020

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. That’s not all.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Monet Software

DECEMBER 17, 2020

How COVID-19 changes the SMB contact center hiring process—and how it doesn’t. Call center recruiting has changed in recent years. Maximizing hiring impact was already challenging for many SMB contact centers, even before COVID-19. COVID-19 impacts on hiring call center agents.

Call Center 118

Call Center contact center workforce Contact Center Employee engagement 118

CX Global Media

SEPTEMBER 23, 2019

We love staying on top of the latest insights, news, and trends in the customer experience, service and contact center industries. You’ll gain access to a wealth of industry knowledge, learn new strategies to improve your contact center, and maybe even make a new friend. Additional Resources.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159