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Attending contactcenter conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contactcenter or customer service industry conferences to attend in 2023, we’ve got you covered!
Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contactcenters may be more reliable. ” – E.
What better way to start the action than by exhibiting at the highest rated event for contactcenter professionals? Join Fonolo at the ContactCenter Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical ContactCenter Trends for 2018.
Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contactcenter leaders tell better stories. I had a fantastic time at the 2017 ContactCenter Expo and Conference in Orlando, Florida. This article was originally published on the FCR blog on June 9, 2017.
Where: Marco Island, Florida. This event showcases practical takeaways for contactcenter professionals via case studies from well-known companies; exclusive tours of local contactcenters; and seven key learning tracks that allow you to pay attention to topics most relevant to your business. When: May 13-16, 2019.
What better way to start the action than by exhibiting at the highest rated event for contactcenter professionals? Join Fonolo at the ContactCenter Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical ContactCenter Trends for 2018.
And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contactcenter professionals: ICMI’s 2019 ContactCenter Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. How to Reduce ContactCenter Costs AND Improve Customer Service.
Jenny and I had the privilege and honor of presenting at the 2017 ICMI ContactCenter Conference last week in Orlando, Florida. In this episode you’ll hear a brief summary of our presentations, and if you stay to the very end, you’ll be treated to an original song that Jenny shared in her session.
Explore emerging ways to create candidate interest & employee retention with Rick Zayas , COPC VP , in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Contactcenters have not been immune to this phenomenon. flexible work schedule.
Perhaps lucky to some extent, with our largest office in Southwest Florida, we’ve necessarily had a BCP and tested that plan on several occasions through threats or disruptions from tropical storms such as Hurricane Irma. First, We Had a Business Continuity Plan (BCP) (and acted early).
The world has undergone significant change, and contactcenter agents have been asked to handle challenges unimaginable only a couple of years ago. While the foundations of the past may have been a good starting point, they weren’t designed to address all the employee needs that have arisen in our new normal.
It’ll never happen to your business or ContactCenter. That kind of stuff happens to centers in Tornado Alley and Key West, not where you are. Don’t be so sure—there are many kinds of disasters and any one of them could visit your center today. This is especially relevant to ContactCenters. A disaster?
For contactcenters, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contactcenter that go beyond the customer and agent experience; we’ll address two of those challenges here. For now, AI will best serve contactcenters as a complementary technology.
As we move into 2022, contactcenters are facing unique challenges that include both tactical and strategic decision making. Contactcenter leaders must also be thinking about strategic decisions, such as how the contactcenter is going to evolve or what CX will need to look like in 2022.
For example, calling into your contactcenter to hear the status of an order that can easily be handled by “Where is my order?” Digital appointment scheduling – Your contactcenter can be overloaded at certain times, so what happens if someone is trying to schedule an appointment but can’t reach anyone?
Contactcenters are no exception to the general trend. Turnover rates were above 40 percent before the pandemic, and contactcenter leaders tell us that battling agent attrition is harder than ever before. Taking Work Home. These challenges were exacerbated by the pandemic-driven shift to remote work.
In fact, 99% of contactcenters don’t think their data intelligence strategy currently meets business needs. Gartner research found that only one-third of contactcenter agents are engaged, and those who are not are 84% more likely to search for another job. That’s why you can’t afford to.
Held in Florida, this annual event brought together 300+ exhibitors and 200+ speakers for the conferences. Paving the path to raising new hopes in business communication technology, HoduSoft enjoyed this opportunity to participate in one of the most well-attended tech events of the year, ITEXPO 2022 , Florida.
Leading this charge is HoduSoft, a prominent name in unified communication solutions, all set to showcase its HoduCC omnichannel CX solutions at Enterprise Connect 2024, scheduled from March 25 to 28, 2024, at Gaylord Palms, Orlando, Florida. HoduSoft’s Participation: What to Expect?
These centers of customer interaction now represent the principal touch-point with customers; and beyond technology, they have the capability to generate and manage a continuous flow of customer information, and to increase customer loyalty and advocacy behavior.
Companies and contactcenters are asking employees to come back to the office now that most “lockdowns” are over. In product support, adding gig workers as an extension of the traditional contactcenter provides a resilient layer of talent to meet volume fluctuations. New ideas that you can consider for your CX teams.
The event is set to take place from 11th to 13th February 2025 in Fort Lauderdale, Florida , bringing together innovators, business leaders, and tech enthusiasts from around the globe. HoduSoft is delighted to announce its presence at IT EXPO 2025, the ultimate tech gathering of the year.
I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contactcenters — that should be of interest to a wide range of customer experience professionals. Orlando, Florida. Which conferences would I recommend? Service Providers.
They will be discussing the evolving landscape of call and contactcenters, the significance of omnichannel experiences, and the role of IP PBX in shaping the future of business communication. This year, the event will be taking place from the 13 th to 15 th February in Fort Lauderdale, Florida.
PHOENIX, ARIZONA January 14, 2025 Execs In The Know, a global community of Customer Experience (CX) leaders, is thrilled to announce the keynote speakers for its highly anticipated Customer Response Summit (CRS) in Clearwater Beach, Florida, March 3-5, 2025.
On top of that, self-service support methods only go so far and it’s challenging to ensure you have enough qualified contactcenter agents on deck to properly handle any unexpected surges. Leverage the power and knowledge of your existing customer base.
At the time of us calling in, the deals were for flights to Florida, Mexico, or New York. While you’re on hold, an automated customer service voice broadcasts the airline’s deals for different flights. Thanks, but no thanks! I’m just trying to get to Jamaica on time! Where … is … the … agent?
Quality assurance is everything in the contactcenter. How does your contactcenter approach QA? Learn more about the evolution of digital QA and how contactcenters can take a more proactive approach to quality assurance with Jeff Fettes, CEO of Laivly. Coaching and Development as QA.
She told me that every time she has a test, check-up, or any kind of interaction, her highly-acclaimed oncology center in Florida bombards her with survey requests and reminders. For gauging how the contactcenter handles communication , statistically-valid analysis of call and email recordings is the best way to go.
She told me that every time she has a test, check-up, or any kind of interaction, her highly-acclaimed oncology center in Florida bombards her with survey requests and reminders. For gauging how the contactcenter handles communication , statistically-valid analysis of call and email recordings is the best way to go.
The coronavirus has altered the way that contactcenters reach out to their customers and will undoubtedly change the way business is done in the future. The Pandemic Has Already Changed Call Centers. lender TD Bank, whose branch network stretches from Maine to Florida. Capital One Financial Corp.
ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Jenny Dempsey – Create a Culture of Self Care in your ContactCenter. My time at the Expo was a breath of fresh air in more ways than simply letting me escape the heat outside.
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