CCNG
NOVEMBER 13, 2024
This marked a shift away from on-premises software that required employees to be physically present at the contact center. Cloud-based software solutions, like Contact Center as a Service (CCaaS), followed suit, promising flexibility and scalability. What truly began to shift the paradigm was the rise of AI.
CX Global Media
SEPTEMBER 21, 2018
7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. From this perspective, the contact center has the ability to pinpoint the needs of your customer better than any other part of your organization.
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Callminer
JUNE 9, 2021
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices.
CX Global Media
JANUARY 15, 2019
Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. Social platforms are now becoming mainstream contact center channels.
Callminer
NOVEMBER 18, 2020
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.
Callminer
MARCH 30, 2020
Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Tips to Leverage a Remote Workforce.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Streamlining agent evaluations with real-time dashboards.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house.
Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics
Is your head in the clouds when it comes to your contact center's future? If so, you're not alone; over the past three years, thousands of companies have begun the process of leaving premise-based contact center headaches behind and moving to the cloud. The top 5 tips for successful contact center cloud migrations.
Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker
An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Contact center leaders worry about agents giving away too much or serving customers inconsistently. Gain practical tips from case studies featuring leading companies.
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Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Streamlining agent evaluations with real-time dashboards.
Advertiser: Caras Training
10 tips for virtual contact center training that makes at-home workers feel part of the crew while they learn. Download the article to get your virtual training best practices!
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. Tune in for some practical tips for improving agent engagement, reducing attrition, and improving your overall customer experience. But is this the best place to burn our operational calories?
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