InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 195

Call Center Management Exceptional Customer Service Customer Satisfaction 195

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

Call Center 109

Call Center Contact Center Multi-Channel Metrics 109

TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. This means that call centers are more important than ever for assisting customers with their technical problems. Vision: A key element for transforming contact centers .

Contact Center 109

Contact Center Call Center Multi-Channel Touchpoint 109

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Call Experts

FEBRUARY 24, 2022

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. A business process outsourcing can be the perfect fit for your company if you need more than one support channel. . Many companies migrate to BPO contact centers for their customer service needs.

Contact Center 105

Contact Center Call Center Multi-Channel Average Handle Time 105

Avaya

MARCH 24, 2017

Looking back five years ago, 92% of organizations were already working to integrate multiple interaction channels —call it multi-channel, omnichannel, digital transformation—to deliver more consistent, contextualized experiences. That’s right, the customer experience is NOT about the contact center.

Multi-Channel 53

Multi-Channel Contact Center Omnichannel Customer Journey 53

eglobalis

JULY 2, 2024

Sony and LG in South Korea illustrate the challenges of applying NPS effectively in environments where sustained service excellence and relationship management are paramount. However, in B2B sectors characterized by complex decision-making processes and long-term partnerships, NPS often falls short.

NPS 461

NPS Feedback Net Promoter Score B2C 461

Playvox

DECEMBER 15, 2022

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. What Is A Digital Contact Center?

Contact Center 72

Contact Center Multi-Channel Average Handle Time Omnichannel 72

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program? of their revenue due to bad experiences.

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

Upstream Works

OCTOBER 21, 2022

As contact centers transition to the cloud, there are several areas where AI is poised to play a leading role, including providing seamless customer experiences (CX). Most organizations have each department or line of business closely manage their own data. Contact Center Applications. Omnichannel Data.

Contact Center 78

Contact Center Multi-Channel Omnichannel Customer Centricity 78

NICE inContact

DECEMBER 8, 2016

Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Even if your contact center has specific hours, make sure you have a back-up plan for how to handle customer service issues through the night. Speed Thrills.

Contact Center 80

Contact Center Customer Experience Social Media Multi-Channel 80

CSM Magazine

MARCH 11, 2021

Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. Call spikes are probably the biggest challenge that contact centers face. Due to this predictability, a business can hire an outsourced team to help their contact center manage the high call volume when needed.

Contact Center 105

Contact Center Call Center Multi-Channel Culture 105

TechSee

SEPTEMBER 9, 2020

They want to communicate on their preferred channels, receiving personalized content and proactive services. They understand that they’re often going to have to play a more active role in the resolution process, and they expect their property managers to provide ‘ contactless service ’ that’s aligned with their safety expectations.

Management 145

Management Multi-Channel Contact Center Webinar 145

InMoment XI

JANUARY 12, 2024

Here is a breakdown of how conversation intelligence operates: Data Collection: Conversation intelligence platforms can work as part of an omnichannel contact center to gather data from various sources, including audio recordings of phone calls, video conferences, chat transcripts, emails, and other written communication channels.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

Interactions

FEBRUARY 6, 2025

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. According to the McKinsey survey of more than 8,500 insurance consumers , six in 10 customers switch channels pre-purchase.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

CSM Magazine

JANUARY 31, 2018

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. Open all hours (and all channels!).

Contact Center 60

Contact Center 2018 Multi-Channel Wireless 60

CSM Magazine

OCTOBER 23, 2024

As I rose from sales agent to VP of sales by 22, I saw firsthand the complexities and frustrations that come with managing customer service in high-volume settings like telecom. It wasn’t just the high cost of maintaining effective contact centers that bothered me. I quickly noticed how deep the dissatisfaction ran.

Sales 52

Sales Customer Service Contact Center Multi-Channel 52

inQuba

MAY 23, 2022

Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. Is Journey Management really important? As such, their journeys are multi-touch, omni-channel and cross functional.

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

CSM Magazine

JANUARY 9, 2023

Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.

Contact Center 59

Contact Center Engagement Multi-Channel Customer Centricity 59

Playvox

FEBRUARY 27, 2023

When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. Meanwhile, CX leaders never take their eyes off customer KPIs, such as first contact resolution (FCR), retention, and satisfaction.

Contact Center 75

Contact Center Management Multi-Channel Omnichannel 75

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Management Multi-Channel Omnichannel 52

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Perhaps managers and supervisors need better development training.

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data. Look at the term “real-time feed.”

Contact Center 105

Contact Center Multi-Channel 2020 NPS 105

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

Win the Customer

DECEMBER 14, 2015

Direct agent-to-customer communication is one of the most powerful methods of problem solving available in the contact center today. If you don’t have this level of detail in your call center interactions, it’s time for a change. Key Call Center Voice Technology Capabilities to Consider.

Call Center 78

Call Center Metrics Multi-Channel Management 78

NICE inContact

SEPTEMBER 20, 2019

In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment.

Contact Center 63

Contact Center Call Recording Document ROI 63

Magellan Solutions

NOVEMBER 10, 2021

Your handy guide to the differences between contact center and call center in customer support outsourcing. In regards to customer support outsourcing , people often cannot distinguish the difference between a contact center and a call center. Contact Center Versus Call Center: Which is Which.

Call Center 52

Call Center Contact Center Multi-Channel Social Media 52

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Financial Banking 52

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions. Published on: February 03, 2016.

Contact Center 49

Contact Center Call Center Social Media Multi-Channel 49

InMoment XI

SEPTEMBER 16, 2024

From the healthcare contact center to the doctor’s diagnosis, each step of the patient journey presents an opportunity to learn about patient expectations and behavior. Patient feedback is primarily important for enhancing patient satisfaction and helping the healthcare organization with brand reputation management.

Feedback 195

Feedback Healthcare Hospitality Consulting 195

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Contact Center 90

Contact Center Multi-Channel Social Media Customer Service Representative 90

TechSee

JUNE 27, 2024

Generative AI Assistants in the Contact Center: A Safe Starting Point Generative AI can significantly enhance customer service operations. Many leading enterprises have strategically chosen to start their Generative AI deployment within the contact center.

Contact Center 109

Contact Center Multi-Channel Document Interaction 109

NICE inContact

JUNE 19, 2019

Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons. The results: agents who are empowered, more engaged, and more productive.

Contact Center 54

Contact Center Fashion Call Center Customer Satisfaction 54

TechSee

DECEMBER 16, 2021

86% of customers have come to expect a personalized and relevant experience – with conversations with agents moving seamlessly between channels. Self-service also became a godsend for organizations whose lack of manpower during the pandemic relied on the technology’s call deflection to manage the daily workload.

Call Center 124

Call Center 2022 Contact Center Multi-Channel 124

NICE inContact

JUNE 30, 2016

For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. You Still Need Analysts.

Contact Center 49

Contact Center Technology Multi-Channel ROI 49