CX Global Media

JULY 12, 2019

Beyond a Conference to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning portal. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Fonolo

OCTOBER 24, 2018

At their annual Signal conference, Twilio announced that the product was now live, and also pointed toward several impressive early users. As analyst Jon Arnold put it : “[I] can’t remember the last conference that hit the ground running with intensity, passion and creativity – and stayed there end to end.”. Flex Forward.

APIs 103

APIs Call Center industry standards Service level 103

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). Even during a reduction in agent headcount, they saw a 10% service-level lift, AHT improvements of 16% and email AHT improvements of 88%.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

BlueOcean

MARCH 31, 2022

Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. In the post -game press conference, the rookie Butler made it clear he didn’t just get lucky. Practice Makes (Almost) Perfect.

Contact Center 118

Contact Center contact center workforce Coaching Service level 118

CX Global Media

MAY 25, 2017

Include your functional needs, architectural needs, service level agreements, commitments for uptime and reliability, and the way you want to be provided support. Dive deeply into functional questions, service level agreements, and all the different pieces and parts you should. If cloud, what type of cloud.

Contact Center 185

Contact Center Technology CRM Finance 185

ConvergeOne

NOVEMBER 19, 2020

For many of these, the only way “things got done” were to meet in-person, or maybe host conference calls and share documents via email for remote users. The way that we collaborate with each other at work, the way our children are educated at school, and even how we spend our personal time with clubs, family, and church have changed.

Education 98

Education Service level Personalization Management 98

ClientSuccess

JANUARY 25, 2021

Additionally, asking a customer to participate in customer marketing initiatives can provide an additional personal touch for customers who may be feeling a little down about their service levels. Conferences and Webinars. Digital Marketing.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Stafford Communications

JULY 16, 2020

Arrive and get settled in the nicest conference room. Meet some supervisors, examine the break room, admire the room of metal boxes with blinking lights, chat with a few agents, and we’re back to the conference room for a deep dive into the proposal. Stafford 2020-06-02T17:36:58+00:00 Why are you measuring service levels that way?

Healthcare 92

Healthcare Contact Center Customer Care Coaching 92

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Managing/leveraging outsourced service providers. Key drivers affecting labor markets.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

TeamSupport

MARCH 27, 2020

Establishing and tracking Service Level Agreements (SLAs) can make a big difference here in staying on top of your communication and aligning customer expectations. You can set up a video conference and screen share to accomplish what you need to in a small window of time without trading a lot of emails.

B2B 80

B2B Service level Technology Personalization 80

Aspect

MARCH 27, 2018

The reason I adore this conference is because it is truly all about sharing customer successes, helping each other, learning from failure and being willing to collaborate openly to change the customer care industry for the betterment of all customers. Every time I leave this conference, I eagerly await the next one.

Customer Care 56

Customer Care Self service Technology Call Center 56

Taylor Reach Group

DECEMBER 7, 2018

This post is based on a presentation I gave recently at a contact center conference. It’s because we tend to look at occupancy across much broader time periods–heck, for the day it was only 73%–and we tend to track intervals based on whether we made or lost service level. Many centers don’t employ agent profiles.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Revation Systems

OCTOBER 4, 2018

If you answered yes the previous two questions, then be sure to add Revation Systems to your conference agenda! Are you looking for a customer engagement solution to help your bank meet growing customer expectations? Join the Revation team in New York, N.Y., Join the Revation team in New York, N.Y.,

Banking 54

Banking Analytics Service level Customer Experience 54

BlueOcean

APRIL 16, 2024

As a result of these efforts, Blue Ocean has significantly improved their service levels and simultaneously realized thousands of dollars in cost savings for the client. One Stevie judge commented on Blue Ocean’s nomination story, “I love reading about successes like this, especially with the data to support the claim.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

Fonolo

MAY 7, 2015

It may not be possible to do it every day, but one of the best ways to keep up with the latest development in the customer experience industry is to attend contact center conferences and events near you. Handpicked related content for you: 25+ Top Call Center Conferences in 2020. callcenter #management Click To Tweet. Embrace them.

Call Center 126

Call Center Management Contact Center Coaching 126

Amity

JUNE 11, 2018

As the number of your customers grows, start aligning them to the categorization and start defining the type of service level each category will receive. There will be infrastructure costs so plan to at least budget for the following: Standard IT costs: Computer/tablet, phone, system accounts (CRM, email, audio/video conference).

Customer retention 91

Customer retention Strategic Value SaaS Sales 91

Spearline

OCTOBER 5, 2021

Proactively manage carriers to ensure a consistently high-quality service and monitor adherence to service level agreements (SLAs). Protect your brand and your customer engagement by responding rapidly to any issues affecting your global contact numbers.

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

BlueOcean

MARCH 7, 2024

As a result of these efforts, Blue Ocean has significantly improved their service levels and simultaneously realized thousands of dollars in cost savings for the client. The relationship between our organization and Blue Ocean is so special and unique,” said the Senior Director of Customer Success & Product Delivery at the client.

Sales 71

Sales Customer Service outsourcing Government 71

NICE inContact

OCTOBER 30, 2019

Award winners will show the steps taken to improve their customer experience resulting in improvements in first call resolution, service level, or Net Promoter Score (NPS). If you submit your application by December 31st, you’ll receive a free full-conference pass just for an approved application!

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

Kayako

OCTOBER 29, 2015

If your support team isn’t using the same tools as the rest of the business this means it’s difficult to use the same tags, adhere to the same service level agreements (SLAs) and generate the same reports. For instance, if their only metric is service level agreements, the quality won’t be in line with an inhouse team.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

C3Centricity

SEPTEMBER 12, 2016

I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. Again not the automatic response upon the completion of a job, but a real desire to provide more than just satisfactory service. So what are you offering your customers?

Airlines 133

Airlines Coaching Banking Customer centricity 133

BlueOcean

APRIL 16, 2024

As a result of these efforts, Blue Ocean has significantly improved their service levels and simultaneously realized thousands of dollars in cost savings for the client. One Stevie judge commented on Blue Ocean’s nomination story, “I love reading about successes like this, especially with the data to support the claim.

Contact Center 62

Contact Center Government Customer Care outsourcing 62

Playvox

APRIL 19, 2022

In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t be static. I recently spoke at the Society of Workforce Planning Professionals (SWPP) conference in Nashville, Tenn. It’s no longer a one-and-done activity.

Contact Center 79

Contact Center Finance contact center workforce Surveys 79

BlueOcean

MARCH 7, 2024

As a result of these efforts, Blue Ocean has significantly improved their service levels and simultaneously realized thousands of dollars in cost savings for the client. The relationship between our organization and Blue Ocean is so special and unique,” said the Senior Director of Customer Success & Product Delivery at the client.

Sales 62

Sales Customer Service outsourcing Government 62

aircall

MAY 13, 2019

Warm transfers and conference calling. What really matters is how your VoIP phone provider will follow through on their service quality promises once the calls start coming in. Service-Level Agreement (SLA). What types of VoIP services exist (VoiP, IP PBX, Private Branch Exchange)? Fast setup. Live call monitoring.

voip 88

voip Sales Best practices Transportation 88

Playvox

APRIL 14, 2022

Not enough scheduled agents will negatively impact service levels, while overstaffing is bad for the budget. The performance of workforce planning can be measured by: Service levels Abandon rates Occupancy rates Utilization Forecast accuracy. Workforce Planning is Like Planning a Party. That was a bad experience, right?

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

Call Experts

JUNE 22, 2021

This award is presented annually by the Association of TeleServices International (ATSI), the contact center services trade association across North America and the UK. Call Experts was presented with the award at ATSI’s 2021 conference in Kansas City, MO. How is this customer support award is deligated?

Customer Support 52

Customer Support Telemarketing Telecommunications Contact Center 52

24-7 InTouch

JULY 8, 2020

Contact centers who invested in technology and redundancy processes, such as an established private cloud and VPN architecture, were able to adapt and transition their entire workforces to secure at-home models faster, minimizing further impact to their client program’s service levels during this rapidly changing time. .

Contact Center 52

Contact Center At home agents Coaching Education 52

Insite Managed Solutions

DECEMBER 23, 2015

Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Conference Topics vs Company Priorities. Improving Workforce Management to Optimize Service Levels. Top 5 Self-Service Pitfalls. Conference Chatter. Nicola Behr. 2018-08-31T11:17:26+00:00. Nicola Behr. Nicola Behr.

Call Center 40

Call Center call center workforce Coaching Contact Center 40

Calabrio

JULY 25, 2019

We announced the second round of award winners at last year’s annual Calabrio Customer Conference (C3), and what an impressive, interesting group that was! That’s why we launched our customer awards program in 2017: to recognize high-achieving companies using Calabrio ONE to drive innovation in the contact center and beyond.

Abandon rate 61

Abandon rate Contact Center Government Analytics 61

teleopti

AUGUST 23, 2019

The days of traditional classroom learning where the whole team sat conference-style listening to the trainer are a thing of the past. Thanks to WFM contact centre leaders can quickly identify quiet periods in the day when agents can be safely withdrawn from the front line to receive training or coaching without risking service levels.

Coaching 63

Coaching Morale Best practices Contact Center 63

CSM Magazine

JUNE 16, 2015

According to Tim Banting, Principal Analyst, Collaboration and Communication, Current Analysis, “Organizations are saddled not only by increasingly stringent regulations, but also by more demanding customers with higher service expectations.

Analytics 40

Analytics Enterprise Engineering Service level 40

Toister Performance Solutions

MAY 17, 2018

We were able to demonstrate the training helped significantly reduce complaints and dramatically improve service levels, which allowed my client to get her boss to approve funding for additional training programs. Get the latest posts plus 10 Customer Service Activities to Supercharge Your Team. Subscribe via Email.

Complaint resolution 53

Complaint resolution Surveys Contact Center Service level 53

SharpenCX

MARCH 17, 2020

Digital transformation in your call center also benefits your customers and service level. Have a daily stand-up via video conference or through posting on a dashboard to discuss the items you want to accomplish today. Watch Now : Watch this webinar to see how HotSchedules navigated Cloud Migration for better business results.

Call Center 90

Call Center Contact Center Contact center software Technology 90

AWS Machine Learning

NOVEMBER 22, 2023

Technology leads – Technology leads (including product and application owners) must be aware of financial requirements (for example, budget constraints) as well as business requirements (for example, service level agreements). Tagging at the service level allows for more granular monitoring and control of your cost.

Finance 92

Finance Best practices APIs Accountability 92

Insite Managed Solutions

OCTOBER 14, 2015

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Conference Topics vs Company Priorities.

Management 40

Management Abandon rate Contact Center Metrics 40

Amity

DECEMBER 22, 2014

As the number of your customers grows, start aligning them to the categorization and start defining the type of service level each category will receive. There will be infrastructure costs so plan to at least budget for the following: Standard IT costs: computer/tablet, phone, system accounts (CRM, email, audio/video conference).

SaaS 64

SaaS Customer retention Strategic Value Sales 64