CX Global Media

MARCH 26, 2019

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled! For those of you in contact center operations, this is not a huge surprise.

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Virtual Agent Contact Center Coaching Call Center 216

CCNG

NOVEMBER 9, 2021

Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. There are many incredible case studies of AI positively transforming the contact center. If you’d like to learn more you can watch the video.

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Contact Center CCNG Contact center software Finance 259

CCNG

SEPTEMBER 14, 2022

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums. I have spoken at trade shows and events, done videos, written articles and been on countless webinars.

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Contact Center Feedback Marketing Technology 195

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

Beyond Philosophy

OCTOBER 8, 2022

If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted. Video can be the untapped jewel of your experience design, and we will explain why. So, I called the contact center. The video was not an option, so it was a wordy description in stops and starts.

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221

CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. few rated as exceptional contact center leaders are embracing the change.

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Contact Center Coaching Benchmark Call Center 233

ShepHyken

MARCH 24, 2025

My Comment: It was a surprise and an honor to see my book, The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience , listed in the recent Call Centre Helper list of top books for contact center leaders. Lets wrap up with a bonus article and video on the same topic.

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Customer Service Healthcare Customer Experience Contact Center 183

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.

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Contact Center Technology CCNG First call resolution 195

CX Global Media

JANUARY 8, 2019

Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value. Our newest boot camp is on contact center fitness. Contact Center Fitness Goes Beyond Metrics”. Working in contact centers can encourage some unhealthy lifestyles. Boot Camp Power Kit.

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Contact Center Coaching Call Center Employee engagement 166

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. Automatically extracting and analyzing data from both stills and video, computer vision gives a machine the power to derive meaning by interpreting the visual data according to sophisticated algorithms built around previous experiences. Image Restoration. Facial recognition.

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Contact Center Average Handle Time B2C B2B 174

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

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Contact Center CCNG Gamification Coaching 195

Contact Center Pipeline

JUNE 30, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, HireVue’s Andy Valenzuela outlines the benefits of video interviewing for a remote-work model.

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Contact Center Technology Call Center 130

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. .”

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Call Center Technology Banking Contact Center 376

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

CX Global Media

JUNE 23, 2018

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. Some texts, some videos, some face-to-face. When I think about the legacy aspects of the contact center, we haven’t really been configured that way.

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Contact Center Customer centricity Self service Strategic Value 195

CCNG

OCTOBER 18, 2023

In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

Contact Center Pipeline

MARCH 23, 2021

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful.

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Contact Center outsourcing Call Center 189

Contact Center Pipeline

JULY 17, 2019

Viral videos” captured the zeitgeist, and every brand decided they needed to have one—even if they didn’t fully understand what made a clip “go viral” or how to be strategic with its […]. In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives.

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Contact Center Marketing Self service Chatbots 198

Avoxi

OCTOBER 15, 2024

Global Voice for Zoom: Enhancing International Telecom for Zoom Enterprise and Contact Center Customers It’s no secret that Zoom has grown to great heights when it comes to video and now even voice.

Enterprise 79

Enterprise Contact Center Marketing 79

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

Myra Golden Media

APRIL 28, 2021

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 a contact center supervisor who trains, yet I don’t have a training background. Engage with video. What advice can you give me?

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Customer Service Morale Contact Center Call Center 317

CCNG

FEBRUARY 14, 2024

In response, contact centers have been forced to evolve operationally. The question is, have our contact centers kept up with this knowledge evolution? As leaders in the contact center industry, we tend to “throw bodies” (a.k.a. As leaders in the contact center industry, we tend to “throw bodies” (a.k.a.

Contact Center 195

Contact Center At home agents Coaching Management 195

ShepHyken

JUNE 6, 2024

He discusses the Four Phases of the Contact Center. They need to mature their contact centers to help deliver the best customer service possible and ensure they’re not wasting time and resources. To find success, contact centers should aim to evolve past this initial, siloed stage.

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Contact Center Self service CRM Engineering 153

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? The Supervisor Journey.

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Contact Center Coaching Construction Call Center 179

Contact Center Pipeline

JANUARY 23, 2020

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse. And at the same time, businesses are striving to meet and exceed a moving goal post of customer preferences, influenced by a […].

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Contact Center Virtual Agent Call Center Technology 232

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

Upstream Works

AUGUST 11, 2020

The difference between good and excellent contact center CX is providing customers with a human touch. The key to excellent contact center CX is to create meaningful human connections between the business and its employees. Utilize Video Calls and Co-Browse. Hire Emotionally Intelligent Agents.

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Contact Center Self service Personalization Customer Experience 134

CX Global Media

DECEMBER 30, 2020

The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media. What needs to be reinforced, amplified, or simply stricken from your mind forever? Just thinking about it makes me lose focus. When the confusion […].

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Customer Experience Surveys Contact Center 156

Myra Golden Media

NOVEMBER 11, 2020

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). Here are the five Reframing Statements I share in the video. I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks.

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Average Handle Time Contact Center Customer Experience 314

Vistio

MARCH 24, 2025

Use a mix of e-learning modules, video lessons, and knowledge bases to create a uniform training experience. Virtual chat groups, video calls, and collaborative platforms can help build a sense of team cohesion, even when agents arent in the same location.

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Contact Center Coaching Feedback Personalization 52