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…”. The single most undervalued/overlooked call center metric which is not tracked by most contact centers is…”.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

Callminer

NOVEMBER 9, 2020

Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Organizations need to be prepared to effectively combat call center fraud.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Design your employee and customer experiences to align common outcomes Today’s customers are more technologically savvy than ever, and their experiences over the past year have only increased their digital proficiency.

Contact Center 246

Contact Center Education Start-ups AI 246

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

Uniphore

NOVEMBER 19, 2021

The amazing possibilities of technology are about to become even more amazing. 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.

Customer Experience 264

Customer Experience Contact Center AI Technology 264

Uniphore

DECEMBER 14, 2021

These types of advances are transforming customer experience across contact centers for global enterprises. For example, Uniphore’s innovative AI technology dramatically reduces agent aftercall work time, by up to 80% in many cases. ” About Uniphore Uniphore is the global leader in Conversational Automation. .”

Sentiment Analysis 264

Sentiment Analysis Customer Experience ML Contact Center 264

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? Customer service is all about meeting and exceeding customer expectations.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Execs In The Know

NOVEMBER 21, 2022

Over the last few years, call centers have changed significantly. With the rapid advancement of technology, brands have started to rethink how they deliver exceptional customer service. Let’s explore five ways to get started with optimizing your operations using contact center automation. . Start Small. The first step?

Contact Center 98

Contact Center Education AI Engineering 98

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

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.

Contact Center 121

Contact Center AI Technology Technology 121

Execs In The Know

NOVEMBER 22, 2022

Strategies for Leading a Multilingual Global Contact Center. With new ways of solving these challenges with technology, companies no longer need to compromise their CX strategies, and managing multilingual operations is now easier than ever. Five Considerations for Multilingual Contact Center Operations.

Contact Center 98

Contact Center CX Technology Technology 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. The cost-reducing impact of call-back technology. Who should watch: VPs & Directors of Contact Centers. How can we make this more concrete?

Contact Center 98

Contact Center CRM Gaming Customer Service 98

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

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

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. According to Gartner research, 70% of customer service and support agents prefer to work at home.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

CX Accelerator

OCTOBER 26, 2019

Shep Hyken Shuri (Black Panther’s Sister) She's fierce, she's lovely, a genius inventor and innovator, she leverages technology smartly, and she's always anticipating future needs! "Wakanda Forever!” ~ Debbie Szumylo Iron Man Every CX agent of change needs tenacity, a sense of humor, and lots of technological gadgets to get the job done.

CX 303

CX Contact Center Start-ups Education 303

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. But the technology is just one piece of the challenge. It’s impossible without an AI brain.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Fonolo

JULY 15, 2021

There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology. Examples of operating expenses for a call center include: Employee salaries. Education and training.

Net Promoter Score 159

Net Promoter Score Contact Center Social Media Education 159

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

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

Taylor Reach Group

JUNE 21, 2021

TRG, an award-winning call and contact center consulting and managed services firm, will be performing a deep dive into all of the center’s processes, staffing, and technology in order to determine the precise gaps between current operations and state compliance. That’s why this has been a top-priority project for us.”.

Compliance 128

Compliance Contact Center Government Retail 128

Callminer

FEBRUARY 21, 2018

Keep reading to find out what our pros had to say about the biggest mistakes you could be making when it comes to comparing and purchasing call center monitoring software – and how to avoid them. So, this is a great question to ask when comparing call center monitoring software. Get a solution that is…”. Peter Abah.

Contact Center 210

Contact Center CRM Technology Technology 210

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

Fonolo

JANUARY 19, 2023

But stressful industries like contact centers stand out. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Most call center agents are underpaid for their skillset and education, compared to the market. Every field has employee turnover, of course. DID YOU KNOW?:

Data Entry 155

Data Entry Contact Center Social Media Education 155

Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Thursday, July 25th Customer Experience.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

CX Accelerator

SEPTEMBER 24, 2019

Educating others and changing minds, whether on a small or a larger scale, is hard. Kaye Chapman is Comm100’s Customer Experience & Training Specialist, an internationally-experienced writer and trainer, and an MA student at University College London, the world’s #1 center for Education and Social Science.

CX 282

CX Education Social Media Government 282

Fonolo

MARCH 6, 2019

One of the greatest gifts you can give yourself in your education is exposure to some vital organizations that offer resources, events, and other educational pieces that will make you an expert in no time. The Contact Center Network Group supports a vital part of the customer service industry: Call centers.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Taylor Reach Group

JUNE 23, 2021

TRG) to support the setup, and implementation, for its ecommerce contact center operations. TRG, an award-winning call and contact center consulting and managed services firm, will be providing oversight and project management support. A global Contact Center, Call Center, and Customer Experience consulting firm.

E-commerce 120

E-commerce Sports Retail Contact Center 120

Callminer

JUNE 3, 2019

Today’s contact centers are all too familiar with agent turnover. occupations, with large call centers reaching over 50%. Speech analytics technology leaves no room for guessing. The solution: Your organization is likely constantly evolving, which means the contact center needs to keep up.

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 140

Fonolo

FEBRUARY 21, 2019

Since any fluctuation in service levels can directly and significantly impact revenue, it’s understandable that call center executives are concerned with taking the necessary steps to consistently improve them. How to Efficiently Manage Service Levels with the Right Technology. The Benefit of Call-back Technology.

Technology 70

Technology Technology Contact Center Education 70

Fonolo

NOVEMBER 13, 2018

Mark your calendars for these educational and inspiring events, listed chronologically here (And: If you think we forgot a relevant event, feel free to reach out and let us know!). Customer Contact East: A Frost & Sullivan Executive Mind Xchange. Northeast Contact Center Forum (NECCF). Where: Marco Island, Florida.

Customer Service 108

Customer Service Contact Center Innovation Social Media 108

ECXO

NOVEMBER 9, 2023

Design of Work Experience , Author, Coach, and Educator. She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers. -Prepare to be inspired and equipped with actionable insights that can truly make a difference. Karen’s Bio: Principal of Co.-Design

CX 156

CX CXM Government Contact Center 156

Fonolo

FEBRUARY 7, 2019

It is directly tied to customer service quality and is often a vital indicator of a contact center’s overall performance. On the other hand, if a contact center’s service level is improving, it’s usually a sign that the right technology, optimal agent scheduling, and accurate call planning are in place.

Technology 67

Technology Technology Contact Center Education 67

Fonolo

AUGUST 8, 2018

For those of us toiling away in the world of contact centers, staying educated and adapting our practices are our greatest and most crucial challenges. According to Contact Centre Panel , this includes health data, information on political or organizational affiliations, and even biometric data. Another good question.

Contact Center 64

Contact Center Legal Touchpoint Education 64

Fonolo

JANUARY 4, 2018

Every year we read about what promises to be the hottest contact center trends. The call center landscape is more complex than ever, and wasting time on trends that don’t benefit you will only lead to failure. This is the time for perfecting processes and technologies that are already hard at work.

Contact Center 59

Contact Center Social Media Education Innovation 59

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. How to Reduce Contact Center Costs AND Improve Customer Service.

Contact Center 57

Contact Center Education Gaming Customer Retention 57

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. About: We almost always include a Contact Babel report in these posts. It’s not for lack of material!

Contact Center 57

Contact Center Technology Technology Customer Service 57