CSM Magazine

MARCH 3, 2025

A cloud contact center is the basis of modern-day customer service operations. Companies are counting on the cloud contact center flexibility for enhanced communication, making it easy for customers to contact the company in several different ways. It enables efficient handling of customer communication.

Cloud contact 52

Cloud contact Contact Center Multi-channel support Wait times 52

CCNG

JULY 3, 2024

As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contact center outsourcing. By 2028, the market for contact center outsourcing is expected to grow at a CAGR of 5.66% (2023-2028), reaching USD 132.92

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Best practices: Anticipate future customer demands by focusing on the most critical metrics, using consumer data responsibility, and leveraging real-time and historical data.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

CX Global Media

FEBRUARY 8, 2018

Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome. I can spot a script a mile away.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

CCNG

NOVEMBER 17, 2020

Here we've compiled benchmark data, valuable customer insight, and a list of new strategies and innovative solutions to help you prepare for the future, develop your own adaptive contact center strategy, and get your business back on track.

Contact Center 195

Contact Center CCNG Benchmark Wait times 195

CSM Magazine

MARCH 27, 2025

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

ShepHyken

SEPTEMBER 3, 2021

She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. . There are times when contact centers need to be migrated to a different platform.

Customer Experience 373

Customer Experience Management Contact Center Engineering 373

CCNG

AUGUST 23, 2023

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. In this #JMPsBlog , we will explore the incredible potential of data analytics in contact centers, along with considerations and watchouts that organizations must keep in mind.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

MARCH 12, 2021

The past year has been difficult for contact centers. Wait times have become extended due to high call volumes and lack of staffing, and consumers found almost every channel they interacted with to be more difficult than before. She is a long-time CCNG member and contributor. Focus on leadership.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Best practices 52

Best practices Contact Center Management Call Center 52

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. Bring down the waiting time .

Contact Center 191

Contact Center Interactive Voice Response Chatbots Call Center 191

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. Nobody escaped the endless waiting times. The pandemic thrust contact centers on to the frontline. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

VirtualPBX

OCTOBER 30, 2024

Supporting Community Health with VirtualPBX Contact Center Solutions At VirtualPBX, we’re proud to support the impactful work done by organizations like The Center For Long Covid Research, which recently implemented our Contact Center solution to enhance its call center capabilities.

Contact Center 59

Contact Center contact center solutions Call flow CRM 59

Momentum Telecom

MARCH 28, 2025

ebook download How to future-proof your contact center for next-level customer engagement in Microsoft Teams With expectations higher than ever, organizations still relying on outdated phone systems face significant challenges: long wait times, disconnected workflows, and costly infrastructure maintenance.

Contact Center 52

Contact Center contact center solutions Wait times Customer Experience 52

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

Fonolo

MARCH 30, 2021

Long wait times are one of the top reasons for this — after all, they can only hear “… your call is in priority sequence…” so many times before they lose patience and end the call. TIP: Most contact center software will generate a Call Detail Record (CDR). Reduce your handle time.

Abandon rate 147

Abandon rate Contact Center Call Center Contact center software 147

Hodusoft

NOVEMBER 6, 2024

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Hodusoft

MARCH 26, 2025

The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. E-commerce companies (their contact centers, in particular) face certain unique challenges while delivering customer service. Here are some of those: 1.

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Having both short-term and long-term goals can help agents sharpen their customer service skills while tracking your overall progress over time. Improving inbound call wait times.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

The Northridge Group

AUGUST 19, 2020

At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty good job? Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. This will depend on your area of business.

Contact Center 145

Contact Center Coaching Call Center First call resolution 145

Callminer

OCTOBER 11, 2018

She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. It’s no secret that many people can’t stand call centers…”. Nate is from Riverdale, NY.

Call Center 561

Call Center Metrics Contact Center Wait times 561

3CLogic

MARCH 27, 2025

2 High call volumes and long wait times Limited staffing and increasing demand for services result in frustrating delays for citizens seeking assistance. Faster resolutions, reduced wait times, and more personalized service at a lower cost. The result?

Government 96

Government Self service contact center solutions Contact Center 96

Balto

OCTOBER 23, 2024

Today’s agent automation has gone beyond chatbots managing FAQs to help contact centers respond faster and reduce costs—it’s evolving fast, with many exploring the advantages of voice bots. Balto isn’t just about automation—it’s about helping contact centers go faster. Contact us today and get a personalized demo.

Contact Center 52

Contact Center Agent Empowerment Wait times Chatbots 52

Taylor Reach Group

APRIL 1, 2020

If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. Here are five ways contact centers can support their onsite workers amid the coronavirus outbreak: 1. by JD Fairweather.

Contact Center 137

Contact Center Average Handle Time Consulting Consulting 137

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? At HoduSoft, we have helped many BPOs set up omnichannel contact centers to streamline their customer service operations and help them deliver exceptional customer experience. What comes to your mind when you hear the word “BPO”?

Contact Center 52

Contact Center Contact center software contact center solutions Chatbots 52

ShepHyken

NOVEMBER 5, 2024

Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs. Personalization is crucial in creating amazing customer experiences.

Customer Service 183

Customer Service Wait times Self service Technology 183

Taylor Reach Group

JUNE 9, 2020

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.

Virtual Agent 129

Virtual Agent Contact Center outsourcing Government 129

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

CSM Magazine

FEBRUARY 5, 2025

Tech-human hybrid contact centersa revolutionary blend of artificial intelligence and human expertise is redefining the way companies interact with their customers. Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

Outsource Consultants

MARCH 8, 2022

Many consumers have already noticed barren grocery store shelves and longer wait times in restaurants as service and supply chain industry positions remain unfilled. No industry is safe from rising labor costs, especially the contact center industry where a majority of employees are the heavily affected low-wage earners.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

ProProfs Blog

DECEMBER 22, 2020

This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. And that’s not the only change businesses had to accommodate while running a contact center for chat support. Challenges Faced by Contact Centers. That’s not all.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Hodusoft

JANUARY 30, 2025

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? In this blog, you can explore everything related to omnichannel contact center software starting from what it is?

contact center solutions 52

contact center solutions Contact Center Contact center software Multichannel 52

VirtualPBX

APRIL 2, 2024

No matter if your team operates from a traditional office, works remotely, or thrives in a hybrid model, you need a contact center solution that’s as dynamic and adaptable as your business itself. Enter VirtualPBX Contact Center , a game-changing solution meticulously crafted to cater to the myriad demands of modern enterprises.

contact center solutions 98

contact center solutions Contact Center CRM Analytics 98

ShepHyken

JANUARY 18, 2019

This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. Let’s say that you find that although each support interaction is handled by a human, the wait times for the customers are higher than they should be, which is negatively affecting your retention rates.

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

PeopleMetrics

JANUARY 23, 2025

Example: A telecom provider notices low CES scores in its contact center. AI identifies long hold times as the primary driver of effort and recommends reallocating staff during peak hours to reduce wait times. This targeted action leads to measurable improvements in CES.

Metrics 118

Metrics Surveys SaaS Wait times 118