JustCall

AUGUST 16, 2021

The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. CCaaS stands for Contact center as a service. Put simply, CCaaS allows you to purchase software that comes with contact center features.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

SharpenCX

APRIL 15, 2020

And how do you, manager, prioritize your own time for peak productivity (without bleeding your well dry)? We’re sharing five time management and productivity techniques to help you manage your work from home call center. Time Blocking. With batching, switching tasks isn’t jarring.

Time management 106

Time management Call Center Management Coaching 106

Calltools

FEBRUARY 22, 2023

These tasks may vary depending on the nature of your contact center and your internal processes. Contact centers looking to streamline their processes and enhance productivity must consider ways to reduce ACW time. By making templates for common requests, agents can save time both during and after a call.

Contact Center 94

Contact Center CRM Call Center Management 94

Call Experts

JUNE 30, 2022

Are you looking for time management tips that will help you and your business? Everyone knows they should be spending their time more efficiently, but very few people actually do something about it. . Time management is a hot topic in the world of small business. DIY Time Management Tips. .

Time management 52

Time management Management outsourcing Contact Center 52

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. High attrition rates, inherently diverse workforces, labor shortages and an extraordinarily dynamic technology backdrop thicken the plot for the customer contact narrative. Maintain the accelerated pace of digital transformation.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Outsource Consultants

JANUARY 27, 2025

Contact center key performance indicators (KPIs) are critical for measuring and improving customer service operations. By focusing on these essential metrics, contact centers can optimize their operations and deliver outstanding service. To minimize ACW time: How to Reduce ACW Time: Automate routine documentation tasks.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

teleopti

AUGUST 13, 2019

Statistically, the majority of contact centers still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time.

Contact Center 71

Contact Center Chatbots Service level Time management 71

Noble Systems

FEBRUARY 26, 2019

Scalability is a serious problem for contact centers in just about every industry. So, that forces you to continually hire new contact center agents if you want to reach more customers. Hair Club was once in this never-ending cycle of manual processes in its corporate call centers. million per month.

Contact Center 66

Contact Center Advertising Call Center contact center solutions 66

Cisco - Contact Center

APRIL 5, 2023

As networks evolve to keep up with the requirements of a distributed hybrid workforce and the need for new B2B and B2C cloud applications, an increasingly complex workload for IT is an inevitable… Read more on Cisco Blogs

Time management 89

Time management B2C B2B Management 89

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done. I recommend it to any of my clients and weave its principals into much of my approach.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

CX Global Media

OCTOBER 3, 2018

To assure alignment and execution of your contact center business plans, perhaps the single most important ingredient is the effectiveness of your fronltine supervisors. How to Build a Contact Center Dream Team. FREE Training – How Do Your Call Center Supervisors Measure Up? Additional Resources.

Call Center 174

Call Center Coaching Contact Center Time management 174

Noble Systems

JANUARY 14, 2019

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. A critical component of achieving this goal is the highly engaged and motivated contact center agent. Task management.

Contact Center 59

Contact Center Gamification Customer retention Metrics 59

Injixo

JUNE 13, 2023

The dynamic world of contact centers is a never-ending symphony of communication. Among the many critical elements that ensure the successful running of these operations, two aspects take center stage — intraday management and real-time management.

Time management 52

Time management Management Contact Center Customer Experience 52

Taylor Reach Group

AUGUST 23, 2017

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could conceive. Are returns declining?

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Gamification 62

Etech

JANUARY 21, 2020

When it comes to contact centers, managers may even use AI for quality monitoring to provide call center quality assurance. In a large contact center, however, the obvious problem is that it’s not possible to monitor every call. Other times, managers may set big goals stretched over a long period.

Contact Center 62

Contact Center Chatbots Wait times Call Center 62

Etech

JANUARY 21, 2020

When it comes to contact centers, managers may even use AI for quality monitoring to provide call center quality assurance. In a large contact center, however, the obvious problem is that it’s not possible to monitor every call. Other times, managers may set big goals stretched over a long period.

Contact Center 62

Contact Center Chatbots Wait times Call Center 62

Calabrio

FEBRUARY 27, 2025

Between navigating changes in customer expectations, keeping up with rapid advances in technology, managing agent engagement and retention (and much more), sustaining a productive contact center in 2025 is a dynamic balancing act. What is Contact Center Productivity, Exactly?

Call Center 52

Call Center Metrics Gamification Contact Center 52

Balto

JANUARY 17, 2025

Mastering contact center workforce management in your contact center isn’t just about efficiencyits about creating a positive ripple effect. That said, managing a workforce in an omnichannel contact center is no small task. What Is Call Center Workforce Management?

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Customer Service Life

NOVEMBER 10, 2022

This isn’t my favorite question to answer and yes, I’ve had to answer it many times during my contact center career. As contact center professionals, we literally listen to the voice of the customer all day every day. Sure, some contact centers may pressure their agents more than others.

Contact Center 132

Contact Center Engineering Average Handle Time Analytics 132

VocalCom

JULY 16, 2020

Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents.

contact center solutions 62

contact center solutions Cloud contact Contact Center Coaching 62

VocalCom

MAY 13, 2020

As retail stores close and contact center staff are no longer able to work on site, many companies must find innovative and flexible ways to meet increased customer service demand while protecting the health of their employees. Beter Bed chooses Vocalcom Salesforce Edition Cloud Contact Center Solution.

contact center solutions 62

contact center solutions Cloud contact Contact Center Inbound sales 62

Robert Davis

AUGUST 11, 2020

To meet the demand of organizations seeking training for their teams working from home during these challenging times, Robert C. Davis and Associates ( [link] ) is excited to present three online courses designed to maximize the performance of supervisors, leaders at all levels, and contact center agents in the work-from-home environment.

Contact Center 62

Contact Center Coaching Accountability Time management 62

Noble Systems

JANUARY 14, 2019

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. A critical component of achieving this goal is the highly engaged and motivated contact center agent. Task management.

Contact Center 51

Contact Center Gamification Customer retention Metrics 51

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. management (WFM). It all comes down to the basics so let’s start with how contact centers measure.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Jon Arnold

FEBRUARY 22, 2023

If any of this stokes your interest in speaking or sponsoring for 2024, just drop me a line any time! Managing the endpoints session, with Poly, Sangoma and CDW (photo: Ashley Battle); Making hybrid work session - moderated by David Jodoin, with Cisco, Jeff Pulver and Vizetto; full room during the ChatGPT session.

Employee engagement 130

Employee engagement Contact Center Time management Management 130

Injixo

MAY 11, 2021

In an ideal world, contact centers would always have an accurate forecast of demand for months into the future, down to interval level, e.g. 15 minutes. Should the forecaster, therefore, concede defeat and depend on real-time management to create order from chaos?

Contact Center 52

Contact Center Time management Management 52

NobelBiz

MARCH 7, 2022

This system can save you time and money. One of the most critical concerns for contact centers is time management. Whether they are dedicated to inbound, outbound, or both, your contact center agent teams are frequently forced to make a large volume of calls.

Contact Center 52

Contact Center Abandon rate Telecommunications Call Center 52

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

DECEMBER 14, 2021

A phone call should only be made once in a perfect contact center world. In this article, we detail the best contact center strategies to reduce After-Call Work Time (ACW). The Key role of ACW for Contact Centers ACW is an abbreviation for “ after-call work.” The reason for the phone call (eg.

Contact Center 52

Contact Center call center software Call Center CRM 52

Hodusoft

NOVEMBER 10, 2020

The days are gone when the representatives at contact centers were using manual dialing machines to dial in the numbers and call the customers. Predictive dialer software on the other hand saves a lot of time, improves efficiency, and could greatly boost the performance of a contact center.

Contact Center 52

Contact Center call center software Call Center Time management 52

Virtual Live Labs

SEPTEMBER 30, 2020

Reengineering leadership skills for the new work-at-home contact center environment. Leaders in this new virtual contact center struggled to engage their employees. Contact Center Leaders in a Vacuum. It’s no wonder contact center managers, supervisors and team leaders are nervous about losing their jobs.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Reengineering leadership skills for the new work-at-home contact center environment. Leaders in this new virtual contact center struggled to engage their employees. Contact Center Leaders in a Vacuum. It’s no wonder contact center managers, supervisors and team leaders are nervous about losing their jobs.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Babelforce

SEPTEMBER 22, 2023

Agent burnout refers to the physical, emotional, or mental exhaustion experienced by contact center agents. Start Focusing on Agent Wellbeing According to the Call Centre Management Association (CCMA), there are four core ingredients to agent wellbeing. Tackling these issues will go a long way towards preventing burnout.

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Brad Cleveland Blog

APRIL 3, 2020

For those struggling to manage unexpected volumes of customer contacts, the following real-time management discussion from the latest edition of Contact Center Management on Fast Forward may be helpful. They have also impacted customer service in ways we might have never thought possible.

Time management 32

Time management Management Contact Center Customer Service 32

Noble Systems

OCTOBER 7, 2020

But mismanagement can lead to contact center inefficiency, customer and agent dissatisfaction and loss of revenue. Although you cannot avoid real-time management all together, you want to ensure that that the vast majority of your staff is working in planning rather than in real-time management.

Service level 98

Service level Contact Center Accountability Time management 98