Call Center Weekly

JULY 6, 2018

This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients. How does a contact center without a formal multilingual support system handle non-English calls? For those of us in the contact center, failing the customer is not an option.

Contact Center 212

Contact Center Technical Support Government Consulting 212

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. Recently one of our BPO customers did a case study. We’re growing fast.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

CCNG

JULY 10, 2024

Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. A study by Salesforce found out that 73% of companies believe that providing superior customer experience is key to business growth. Contact centers have stepped up with self-service options, but they don’t always hit the mark.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. In this article, we will explore five important technical changes happening in contact centers.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CX Global Media

JULY 19, 2018

Contact center quality is transforming just like many other aspects of contact center operations. Meeting with Jim Iyoob from Etech Global Services at IQPC’s Customer Contact Week provided a great perspective on getting more value from contact center quality and most specifically the call monitoring process.

Contact Center 172

Contact Center Call Center Coaching Management 172

CCNG

AUGUST 28, 2024

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 12, 2020

The contact center industry has never experienced anything like the COVID-19 pandemic. However, we are now faced with new questions: Are you trying to decide if you should keep contact center agents at home after the COVID-19 global pandemic? We are currently inviting companies to participate in our WAH study.

CCNG 195

CCNG Benchmark Contact Center Employee engagement 195

CCNG

AUGUST 9, 2023

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. Because you are.

Contact Center 195

Contact Center Chatbots Education Technology 195

CCNG

JULY 3, 2024

According to a PWC study, 80% of US consumers regard “speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience.” As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contact center outsourcing.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Global Response

OCTOBER 15, 2024

This article will explore the benefits of omnichannel outsourcing and how to effectively communicate with customers across various channels in an omnichannel contact center and adapt to their changing preferences. What is an omnichannel contact center? Keep reading to understand the different types of contact centers.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

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

ShepHyken

NOVEMBER 25, 2024

The Power of Customer Behavior Analysis by Mike Henry (InMoment) Customer behavior analysis refers to the process of studying, analyzing, and acting on your customers’ behavior. Isn’t that exactly what we want? You may think I am crazy.

Customer Service 176

Customer Service Contact Center Customer Experience Call Center 176

CCNG

SEPTEMBER 3, 2020

Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment.

Customer Care 369

Customer Care Gamification Contact Center Management 369

BlueOcean

APRIL 7, 2025

And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Potential contact center partners should be able to articulate their breadth of AI capabilities and the processes that unleash their value. We want to make it easy for you.

Contact Center 62

Contact Center outsourcing Customer Care Metrics 62

CCNG

JUNE 8, 2022

If this is the case for your contact center, the Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contact center operations in 2022 and beyond. Customized modern performance management systems ? ? ?These

Contact Center 195

Contact Center CCNG Gamification Coaching 195

Contact Center Pipeline

SEPTEMBER 24, 2020

Contact centers are complex and unique businesses. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy. According to a Blackhawk Network study, […]. According to a Blackhawk Network study, […].

Analytics 279

Analytics Contact Center Call Center Technology 279

BlueOcean

NOVEMBER 11, 2024

As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management, and technical documentation. Let’s talk today The post Achieving Transactional Process Improvement for a Multinational IT Corporation: A Case Study appeared first on Blue Ocean.

Contact Center 71

Contact Center Enterprise Engineering Feedback 71

CCNG

APRIL 23, 2025

To offer some real-world insight, here is a case study that shows examples of issues Ive referenced above. The work we performed showcases the benefit of what WFM brings to the table and how it can drive value to your business, reduce costs and improve the experiences of both your internal employees and customers.

Management 195

Management Construction Customer retention Healthcare 195

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

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat.

Journey mapping 308

Journey mapping Customer Service Contact Center Airlines 308

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. This article will delve into five significant challenges that contact centers will likely face in the coming year and provide practical solutions for hurdling these obstacles.

Contact Center 52

Contact Center CRM contact center solutions Outbound sales 52

Hodusoft

JANUARY 8, 2025

Role of VoIP and Contact Centers in Transforming Microfinance “Microfinance stands as one of the most promising and cost-effective tools in the fight against global poverty.” This is where contact centers and Voice over Internet Protocol (VoIP) solutions come into play. Let’s discuss it in detail.

voip 52

voip Contact Center Contact center software contact center solutions 52

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? A study conducted by Microsoft found that 66 percent of customers use at least three different communication channels to contact customer service. What comes to your mind when you hear the word “BPO”? Apart from that what else?

Contact Center 52

Contact Center Contact center software contact center solutions Chatbots 52

ShepHyken

JULY 19, 2021

AWS Contact Center Day: Best Practices for Great Customer Experience by Zeus Kerravala. My Comment: And just about the time I was finished with this week’s Top Five list, I ran across this article from the Amazon AWS Contact Center Day. It costs but becomes expensive when it’s not done properly.

Chief Customer Officer 382

Chief Customer Officer Customer Service Best practices Contact Center 382

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. Initially, chatbots were little more than a method deployed to take some of the weight off contact centers and their agents. From Customer Service to Customer Experience.

Chatbots 301

Chatbots Customer Experience Cloud contact Contact Center 301

CX Accelerator

FEBRUARY 2, 2020

I then asked them to recommend a college major or field of study. Other fields of study that had more than one representative were computer science, mathematics, engineering, history, and sociology. I suspect that even in those fields of study, there might still be some practical use for CX skills. Yael McCue. Erica Mancuso.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

Hodusoft

APRIL 24, 2025

Insurance Customer Retention with Contact Center Software For contemporary insurance companies, acquiring more policyholders is not good enough. Insurance companies are doing whatever it takes to retain more policyholders, including leveraging sophisticated technology solutions such as AI-powered contact center software.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Here are four main areas where we expect to see advancements in artificial intelligence change – and improve – the contact center. . Improved contact center operations . How to Buy Contact Center Software.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

NobelBiz

NOVEMBER 19, 2024

Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Let’s explore 20 contact center automations that can transform your operations. These processes work behind the scenes to keep your contact center running smoothly.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52