Bold360

DECEMBER 4, 2016

So how can customer support centers within the travel industry better plan for the 2016 holiday season? The practical guide: The following tips will ensure this year’s holiday call center costs and handle times sink to an all-time low, while customer satisfaction ratings soar to an all new high: 1. Plan ahead of time.

Call Center 56

Call Center Travel Multi-Channel White Paper 56

Talkdesk

MAY 22, 2020

I talked to other leaders in the call center and customer experience (CX) space to see if they had the same challenges as me and how they were solving them. White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space.

White Paper 94

White Paper Contact Center Call Center Technology 94

Customer Bliss

FEBRUARY 21, 2019

Serving at a frontline call center officer right out of college, Rekha has a lot of experience in customer service, which helped pave the way for her current success. She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

Customer Bliss

FEBRUARY 21, 2019

Serving at a frontline call center officer right out of college, Rekha has a lot of experience in customer service, which helped pave the way for her current success. She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

Help Scout

AUGUST 11, 2021

Call Center. Contact Center. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers. Industry News.

Blog 82

Blog White Paper Customer Service Webinar 82

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). Those are: Getting more insight on customer mission (using data more effectively, from digital to brick and mortar to call center; none of this is currently joined up or “talking” to each other).

Retail 0

Retail Leadership Customer Experience White Paper 0

Quadient

MAY 23, 2022

Click here to learn more about customer communications software and how it can help improve call center efficiency and bring your communications into the CX era. Dick Bucci is Principal of Pelorus Associates where he specializes in contact center technologies. Dick Bucci. Principal of Pelorus Associates. Customer Experience.

Contact Center 105

Contact Center White Paper Document Social Media 105

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

SaleMove

MAY 14, 2021

In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.

Insurance 52

Insurance White Paper Contact Center Call Center 52

Kayako

MAY 13, 2022

They don’t spend as much time on routine tasks, which reduces call center costs. White papers. Companies benefit because customer service agents can focus on customers with more personalized or complicated issues. 66% of service professionals say self-service portals reduce case volume. Blog posts. User guides.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

RapportBoost

NOVEMBER 15, 2018

For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. These initiatives will soon find their way into the priorities of most call center and customer experience strategies. That means more than just pointing the customer to a white paper.

White Paper 71

White Paper Call Center Telecommunications Omnichannel 71

AskNicely

DECEMBER 4, 2018

Still others may trigger a survey ‘after a call to the call center’ or ‘after a service call’ These are just a few of the possible moments of truth to measure, and yours will be based on your specific customer journey. Download our white paper on The New NPS Best Practices.

White Paper 60

White Paper Net Promoter Score NPS Call Center 60

NICE inContact

JULY 26, 2019

Find out how adding chatbots in your call center can provide better service and overall satisfaction. Discover the possibilities in our latest white paper: AI for CX: Practical Investments, Proven Return. Download the white paper today. Customers want proactive communications.

Contact Center 55

Contact Center White Paper Call Center Download 55

NICE inContact

AUGUST 20, 2019

This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job.

Contact Center 54

Contact Center White Paper 2012 Call Center 54

NICE inContact

AUGUST 20, 2019

This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job.

Contact Center 54

Contact Center White Paper 2012 Call Center 54

Calabrio

JULY 29, 2016

Analytics technology has reshaped the contact center space, and organizations that have embraced it to improve the quality of customer interactions are gaining the upper hand competitively. Here are three ways your call center can improve quality assurance through analytics. Go beyond random sampling.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 64

Communication White Paper 2012 Events 64

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. However, respondents shared that 83% of outsourced contact centers now had WFH staff after the pandemic. Realization of a new cost structure and the impact on our previous structured pricing components.

Contact Center 52

Contact Center White Paper 2021 2022 52

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Comm100

APRIL 8, 2016

“Everyone has to be able to work in a call center.” Jeff Bezos himself works the call center periodically to refresh his customer service skills. In the Harvard Business Review interview when asked if he also had to be able to work the call center, he said, “Oh, yeah.

Customer Service 49

Customer Service Social Media White Paper Call Center 49

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Contact Center 48

Contact Center White Paper Call Center Omnichannel 48

COPC

MARCH 11, 2022

Significant labor market trends may be the primary cause of a particular contact center’s hiring and retention challenges. However, there is still a possibility that labor issues are unique to that call center. White Paper: Five Steps to Effective Recruiting, Hiring & Training.

White Paper 85

White Paper Contact Center 2022 Workshop 85

Comm100

OCTOBER 17, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. The “bad” pile almost always ends up in the office and gets added to the pile of snacks and junk food found in call centers around the world! Is your contact center guilty of these sins? Read on to see how many you recognize!

Customer Service 59

Customer Service White Paper Social Media Customer Satisfaction 59

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Looking for more?

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Looking for more?

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Looking for more?

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Uplight

NOVEMBER 27, 2017

Energy providers continue to digitize core aspects of customer service and operations, from web self-service and mobile to call centers and other support functions. Read more in our white paper New Energy Consumer – Tapping into the Business Customer Segment. One trend is digital.

White Paper 40

White Paper Customer Centricity 2017 Call Center 40

Magellan Solutions

JULY 28, 2021

Philippines Outbound Call Center Creates Effective Script to Interact with Your B2B Clients. When your agent performs a cold call to your potential clients, they only have 3 to 5 seconds to catch their attention. White Papers. Call Center Outsourcing Philippines Nurture Your Leads Before Forwarding to Sales Team.

B2B 52

B2B White Paper Call Center Social Media 52

COPC

NOVEMBER 5, 2021

In this workshop, we learned that almost 2/3rds of attendees have over 25 percent of their contact center seats outsourced, while over 80 percent outsource to more than one provider. All participants’ outsourced call centers shifted to an immediate WFH model once the pandemic shutdown began in March 2020.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 53

Communication White Paper 2012 Events 53

LiveChat

NOVEMBER 16, 2018

Content may be of many different types – blog posts, videos, white papers, case studies, and more. Minimize Calls to Customer Service – Offer Alternatives. The contact center or call center is usually the most expensive cog in the customer service wheel for most companies. is definitely the blog post.

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

Magellan Solutions

AUGUST 11, 2021

Determine telemarketing call center Philippines objectives. Here you will outline your Philippines outbound call center campaign plan. For example, receiving your value-packed email newsletter, a sale price, a free trial to a software product, a white paper, a spot in an important seminar. .

ROI 52

ROI White Paper Call Center Seminar 52

NICE inContact

NOVEMBER 9, 2018

There are several industry standard KPIs that can help you measure and benchmark your contact center performance. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

Magellan Solutions

APRIL 8, 2021

White papers . Budgets are also watched under an ROI-focused microscope. This means you’ll be hard-pressed to find a buyer. These buyers encounter 13 content pieces before purchasing. Content ranges from: Videos . Blog posts. Customer testimonials . Software reviews . Analyst reports. Email Marketing.

B2B 52

B2B White Paper Social Media Advertising 52

Magellan Solutions

MARCH 17, 2021

White papers . Budgets are also watched under an ROI-focused microscope. This means you’ll be hard-pressed to find a buyer. These buyers encounter 13 content pieces before purchasing. Content ranges from: Videos . Blog posts. Customer testimonials . Software reviews . Analyst reports. Email Marketing.

B2B 52

B2B White Paper Social Media Advertising 52

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52