Fonolo

JANUARY 8, 2020

Beware False Scorecards. The temptation to find a scorecard is strong, so beware of stats being cited that seem to fill that role but, on closer inspection, do not. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Making your contact center omnichannel ready.

Scorecard 67

Scorecard B2C Contact Center Omnichannel 67

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

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. the outsourcing sector has been very quick to embrace cloud technology, with the very nature of their business is a cultural fit with the idea of letting a third-party take control of non-core…”. Who wrote it: Interactions.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

DMG Consulting

AUGUST 20, 2018

Contact Center Management Is Both an Art and a Science. It’s alarming how many contact centers are managed without metrics, yet running a contact center strictly by the numbers is no silver-bullet solution either. In other words, contact center management is both an art and a science.

Contact Center 89

Contact Center Scorecard Start-ups Business Operations 89

Fonolo

SEPTEMBER 8, 2022

After all, what is a contact center without happy customers? But nailing down the right quality monitoring process for your business will make all the difference to your contact center. What is Call Center Quality Monitoring? Employ the right technology to collect and analyze data. No or low transfers.

Contact Center 87

Contact Center Scorecard Social Media Technology 87

Fonolo

AUGUST 4, 2022

You can come pretty close to this scenario—all you have to do is learn how to monitor your call center performance! Which Elements of the Call Center Should You Monitor? Agent performance measures how your contact center agents fare in their day-to-day work. How to Improve Contact Center Agent Performance.

Net Promoter Score 81

Net Promoter Score Scorecard Contact Center Customer Satisfaction 81

Ameyo Callversations

JULY 4, 2022

These days the main focus of Contact Centers is to ensure that every customer call should end on a positive note without spending unnecessarily. Therefore, Answering promptly and solving issues efficiently is an important standard of a contact center. Significance of Key Operational Excellence in Cloud Contact Center.

Contact Center 52

Contact Center Scorecard Innovation Customer Satisfaction 52

Fonolo

FEBRUARY 23, 2022

For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. A Complete Guide to Call Center Security. Developing a successful call center security strategy isn’t a fast and easy process. Cyberattack Response Plan.

Contact Center 87

Contact Center Scorecard Compliance Technology 87

DMG Consulting

OCTOBER 25, 2017

Contact Center KPIs: Less is More. Contact centers are typically complex operating environments that require many systems and applications to deliver an outstanding customer experience, cost effectively. I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Contact Center 48

Contact Center Sales Customer Satisfaction Customer Experience 48

Execs In The Know

OCTOBER 11, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. has found that many organizations have already started evaluating processes to leverage competitive sourcing that will create high-performing contact center outsourced operations in 2022 and beyond.

Contact Center 98

Contact Center Scorecard Touchpoint Technology 98

Fonolo

SEPTEMBER 28, 2021

To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.

Scorecard 150

Scorecard Start-ups Customer Satisfaction Social Media 150

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Callminer

SEPTEMBER 5, 2017

Technology systems that provide pre-recorded disclosures and automated statement delivery that is integrated with each call can make onboarding processes much easier. She has a command to write on call center software and new technologies used in contact centers. In her free time, she writes literature.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Customer Service Life

MAY 11, 2022

Now, before you go thinking that this is a pro-Zendesk article that’s irrelevant to your customer support team or contact center, I believe that many popular support ticketing systems and knowledge base platforms offer similar technology to boost self-service. Continuously improving the content.

Scorecard 104

Scorecard Artificial Intelligence Contact Center Customer Satisfaction 104

Customer Service Life

JUNE 3, 2019

Neither metric is mutually exclusive, requiring the right balance between the two to achieve the positive results you’re looking for in your contact center. Zappos got a whole lot of positive PR from that call, but I don’t recall many other contact centers making a serious run at the record.

Contact Center 64

Contact Center Net Promoter Score Scorecard Social Media 64

DMG Consulting

MAY 14, 2018

Answer: Here is a list of several best practices for contact center operations that include home-based agents: Invest time in hiring qualified agents. Ensure supervisors are comfortable using the technologies that help them manage remote agents. Question: What are some best practices for at-home agents?

Scorecard 48

Scorecard Text Analytics Contact Center Technology 48

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Prior to The Energists, Jonathan was VP Marketing & Technology at Schlumberger. Ryan Birdsell.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Zendesk

APRIL 28, 2023

It incorporates technologies like natural language processing and natural language generation to understand and reproduce human language, argumentation, and thought patterns–perfectly designed to yield high-quality replies and to save your agents’ time. Choose to work on open tickets or trigger a new ticket when a call comes in.

Innovation 52

Innovation Scorecard Invoicing Contact Center 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Prior to The Energists, Jonathan was VP Marketing & Technology at Schlumberger. Ryan Birdsell.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Intercom

AUGUST 12, 2021

We power voice, video, messaging, contact center, and the cloud across any device, anywhere in the world. And so I called up Brian Peterson, and I was like, “Hey, we’ve got this amazing technology that can help us understand conversations in real-time. Dialpad is a cloud communication and collaboration platform.

Start-ups 111

Start-ups AI Omnichannel Sales 111

Execs In The Know

FEBRUARY 16, 2023

From the largest banks and insurance providers to leading telecommunications, travel, and technology organizations, companies around the globe are using Zenarate simulation training to develop confident top-performing agents.

AI 52

AI Scorecard Contact Center Compliance 52

Qualtrics

APRIL 17, 2021

In contact centers, agility is a critical quality. But how do contact center leaders build empowered, agile teams? It’s an attractive quality, and one that visionary contact center leaders are prioritizing. Why do contact centers need agile workforces? What does an agile workforce look like?

Scorecard 26

Scorecard Contact Center CX Start-ups 26