Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? If you’re like many contact centers, you’re probably looking at metrics like AHT and error rate.

Contact Center 246

Contact Center Education AI Start-ups 246

Fonolo

SEPTEMBER 22, 2020

A Fully Integrated Omnichannel Contact Center. Omnichannel contact centers are more than just ‘nice to have’— they’re now essential for a great customer experience. Make sure you get all your contact center operations into a single system so that everyone can see a full history of customer interactions.

Contact Center 124

Contact Center Technology Technology Omnichannel 124

Callminer

NOVEMBER 9, 2020

. “The human element – the very factor that makes call center fraud so attractive to crooks – can also be a financial institution’s first and most effective line of defense. For example, education on how to identify people that are attempting to “socially engineer” conversations to get information.”

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Taylor Reach Group

APRIL 23, 2021

When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? As part of regular succession planning, the organization should have identified one or more potential successors to the contact center manager. By Peg Ayers. Not necessarily.

Contact Center 123

Contact Center Customer Relationship Management Education Start-ups 123

Uniphore

DECEMBER 14, 2021

These types of advances are transforming customer experience across contact centers for global enterprises. These types of advances are transforming customer experience across contact centers for global enterprises. ” About Uniphore Uniphore is the global leader in Conversational Automation. .”

Sentiment Analysis 264

Sentiment Analysis Customer Experience ML Contact Center 264

Uniphore

AUGUST 6, 2021

The goal for the partnership with Jacada was straightforward: lower the number of low-value calls from reaching the contact center and reduce AHT for calls that required agent assistance. The post Higher Education | Agent Assist Streamlines Admissions Processing appeared first on Jacada. OUR APPROACH. Request Demo.

Education 130

Education Contact Center Customer Experience 130

CSAT.AI

DECEMBER 16, 2021

Offshoring contact center operations is not a new concept. The costs of setting up and/or scaling contact centers are high from training, to equipment, to wages. Plus, supplemental contact center support in a different time zone makes it possible to have 24 hour service accommodating your customers around the world.

Contact Center 109

Contact Center Entertainment Legal Retail 109

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? The post The Power of Hyper-Personalization in the Contact Center first appeared on Fonolo.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Execs In The Know

NOVEMBER 21, 2022

Let’s explore five ways to get started with optimizing your operations using contact center automation. . If you want to get off to a good start, it’s imperative to be very clear about what you’re trying to achieve with contact center automation. You’ll need to educate them on the nuances of your industry and business.

Contact Center 98

Contact Center Education AI Engineering 98

Uniphore

NOVEMBER 19, 2021

Now, contact center leaders, customer experience leaders and those serving customers directly are empowered in ways we haven’t seen before. These leaders have a deep understanding of the real challenges their contact center agents and customers face. Contact Center Leaders are Embracing Change at Record Pace.

Customer Experience 264

Customer Experience Contact Center AI Technology 264

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Technology Social Media 98

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. Learn more about Shaun here and here.

Contact Center 121

Contact Center AI Technology Technology 121

Taylor Reach Group

NOVEMBER 26, 2019

Combating the High Agent Turnover Crippling US Contact Centers. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. Being in the contact center business has never been harder.

Contact Center 98

Contact Center Customer Acquisition Education Customer Satisfaction 98

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. How to Reduce Contact Center Costs AND Improve Customer Service. Who should watch: VPs & Directors of Contact Centers. VPs & Directors of Contact Channel Performance. How can we make this more concrete?

Contact Center 98

Contact Center CRM Gaming Customer Service 98

Execs In The Know

NOVEMBER 22, 2022

Strategies for Leading a Multilingual Global Contact Center. Overhaul your operational strategies and take your business to the next level with these five tips for leading a successful multilingual contact center. Five Considerations for Multilingual Contact Center Operations. Explore translation technology.

Contact Center 98

Contact Center CX Technology Technology 98

Taylor Reach Group

APRIL 2, 2019

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. My name is Colin Taylor.

Contact Center 92

Contact Center Compliance Start-ups Education 92

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center Social Media Education Technology 170

Fonolo

DECEMBER 2, 2021

From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. A reduction in available childcare workers has left many contact center agents without adequate care for the kids, forcing them to leave their positions. Plus, so much more.

Contact Center 95

Contact Center Technology Technology Retail 95

Fonolo

APRIL 11, 2019

It’s imperative in a time of high competition and demand that your contact center is in optimal condition. Business consultant Peter Drucker noted, “the purpose of a business is to create a customer,” and the purpose of the call center is to maintain the customer. Use Advanced Analytics.

Contact Center 87

Contact Center Education Business Consulting Technology 87

CX Accelerator

NOVEMBER 26, 2019

world for the past few months as I transition out of the contact center into a new role. I’m just super excited to have joined a great team that isn’t solely about selling a contact center product but also cares about the contact center and customer experience.” So, we pause to say thank you.

CX 243

CX Contact Center Education Customer Experience Management 243

Uniphore

OCTOBER 21, 2021

This empowers contact center agents to deliver highly effective, personalized and empathetic interactions. Digital transformation is key to contact centers providing the ultimate modern day customer service experience and how conversations are handled during the entire customer journey — pre, during and post interaction.

Contact Center 189

Contact Center Education Healthcare AI 189

Execs In The Know

AUGUST 10, 2021

WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. Perfecting the work-at-home contact center model. In our experience, that equates to taking a “human-centered” approach to contact center design and operation.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. AI is going to make very significant contributions to many areas of business, including contact centers. No person or government is going to stop the AI revolution, and regulating it is going to be very difficult.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Customer Service Life

NOVEMBER 5, 2018

Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical. The post 8 Essential Features for your Contact Center LMS appeared first on Customer Service Life.

Contact Center 79

Contact Center Non-Profits Education Healthcare 79

Fonolo

JULY 15, 2021

To calculate cost per contact, add up all operating expenses of a call center and divide it by the annual inbound contact volume of the contact center. Examples of operating expenses for a call center include: Employee salaries. Education and training. Tools and tactics for reducing cost per contact.

Net Promoter Score 159

Net Promoter Score Contact Center Social Media Education 159

CX Accelerator

FEBRUARY 2, 2020

I first wanted to understand a bit about the educational background of CX professionals and gain insight into their individual journeys to careers in CX. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8. I then asked them to recommend a college major or field of study.

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Artificial Intelligence Social Media Gaming 73

Customer Service Life

OCTOBER 13, 2020

If I’m going to hold each person to a standard, I had better take a few extra moments to personalize my message, proofread my grammar and spelling, and make sure I’m providing those extra resources to help educate the customer, preventing more back and forth than is necessary. The challenge. No leader is above this standard.

Customer Service 185

Customer Service Contact Center Gaming Education 185

Customer Service Life

MAY 6, 2019

In this article, I’ll share what worked and what didn’t work and then discuss some of the key outcomes you should see when conducting a similar session in your contact center. This is important for us contact center folks because we sometimes forget that there’s a whole lot more to the customer experience than customer service.

Contact Center 83

Contact Center Education Customer Service Customer Satisfaction 83

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023.

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

Fonolo

MAY 1, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 62

Contact Center Education Start-ups Customer Feedback 62

Fonolo

NOVEMBER 21, 2017

Now let’s take that scenario and think about how to show the same amount of gratitude to call center agents. Even though employee appreciation may seem like common practice, most contact center agents feel unappreciated and disengaged. In the season of giving thanks, let’s send some love to contact center agents.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Fonolo

OCTOBER 26, 2022

Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. You’re dealing with high turnovers in contact centers, making it difficult to retain talent. Here’s the thing: call center agents have monotonous days. 5 Ways to Motivate Call Center Agents. Everything goes downhill.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

CX Accelerator

OCTOBER 26, 2019

When he found himself in the future, he didn't complain - he worked to educate himself - a growth mindset. Jeremy Watkin is a CX leader, contact center veteran, mega Marvel fan, and Product Marketing Manager at 8X8. ~ Jacob Shields Cap is polite, dedicated, and generous. He doesn't take things personally, and he never gives up.

CX 303

CX Contact Center Start-ups Education 303

CX Accelerator

JANUARY 11, 2021

Tony understood that if you treated your people right and provided them with tools and education, memorable customer experiences would result. Jeremy Watkin is a CX leader, contact center veteran, and Director of Customer Service and CX at NumberBarn. I have learned a few things through his passing as well.

CX 266

CX Innovation Contact Center Education 266

CX Accelerator

NOVEMBER 26, 2019

world for the past few months as I transition out of the contact center into a new role. I’m just super excited to have joined a great team that isn’t solely about selling a contact center product but also cares about the contact center and customer experience.”. So, we pause to say thank you.

CX 182

CX Contact Center Education Customer Experience Management 182

CX Accelerator

NOVEMBER 26, 2019

world for the past few months as I transition out of the contact center into a new role. I’m just super excited to have joined a great team that isn’t solely about selling a contact center product but also cares about the contact center and customer experience.”. So, we pause to say thank you.

CX 182

CX Contact Center Education Customer Experience Management 182