SurveySensum

MARCH 5, 2025

What if your call center could listen beyond words? Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. What is Call Center Text Analytics? Lets find out!

Call Center 52

Call Center Analytics Contact Center Analysis 52

BlueOcean

MAY 29, 2019

Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes. Ease of travel. Don’t go in blind.

Contact Center 185

Contact Center Culture Comparison Exercises 185

NICE inContact

MAY 6, 2019

Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. With CXone, Gant Travel quickly transformed a negative customer experience to an extremely smooth, efficient one.

Travel 145

Travel Contact Center Wait Times Customer Satisfaction 145

BlueOcean

AUGUST 21, 2019

You’ll task your team with running a tight procurement process to assess potential contact center partners. That’s why we’ve put together a list of the top 10 things to assess on your contact center vendor site visit. The pace of change in the contact center industry is mind-blowing. 2. Technology.

Contact Center 159

Contact Center Culture Leadership Engagement 159

BlueOcean

DECEMBER 16, 2019

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. at Blue Ocean. We’d love to hear from you.

Contact Center 156

Contact Center Gamification Transportation Travel 156

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

Talkdesk

MARCH 20, 2020

Contact centers are being flooded with calls about everything from finance to travel to healthcare, and more. At the same time, so is the health and well-being of your contact center staff. For this reason, contact centers are exactly the kind of environment that could be ordered to shut down.

Contact Center 102

Contact Center Call Center Call Center Solutions Sports 102

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Talkdesk

MAY 14, 2020

The pandemic represents a challenge for business survival as some industries like travel and hospitality see a concerning decrease in demand, while many organizations struggle to keep up with high call volumes and effectively serve their customers.

Contact Center 118

Contact Center Hospitality Call Center Travel 118

Talkdesk

MARCH 17, 2020

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. travel and tourism industry at least $24 billion in foreign spending alone. Globally, travel is predicted to fall 9.1%

Contact Center 94

Contact Center Tourism Self Service Travel 94

NICE inContact

NOVEMBER 8, 2018

That’s terrific news for workers, but contact centers planning to staff up for the holiday season must be sweating a little. So, yes, contact centers who need to staff up to meet holiday demands are going to face some additional challenges this year. Is it getting hot in here? It’s worth thinking about.

Contact Center 122

Contact Center Travel Marketing Meeting 122

TechSee

SEPTEMBER 2, 2020

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Call Center Engagement ideas. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance.

Contact Center 109

Contact Center Employee Engagement Engagement Gamification 109

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. With a modern cloud contact center solution like Talkdesk ®, agent capacity is uncapped.

Call Center 105

Call Center Contact Center Travel System 105

NICE inContact

OCTOBER 22, 2018

Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. TechStyle Fashion Group. Omega World.

Contact Center 120

Contact Center Omni-Channel Apparel Fashion 120

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. If you travel with kids often, they might put some toys in the room.

Hospitality 74

Hospitality Travel Industry Brands 74

Calabrio

OCTOBER 19, 2022

Since the weather postponed travel, our team added a half day to the conference. The Digital Transformation of the Contact Center Is Still Happening. The modern contact center has radically changed within the last few years with a surge of companies switching to cloud services.

Connections 147

Connections Contact Center Analytics Travel 147

Magellan Solutions

JUNE 10, 2019

Call center services in the Philippines cater to different business needs. Fundamentally, call center services are divided into two categories: the inbound and the outbound. Fundamentally, call center services are divided into two categories: the inbound and the outbound. Inbound call center services.

Call Center 75

Call Center e-support Social Media Hotels 75

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. book, movie, sporting event, relationship, travel). Meet Sean Hawkins!

Customer Experience 137

Customer Experience Self Service Contact Center Sports 137

NICE inContact

MARCH 1, 2018

Agents need to be able not only to respond quickly to spikes in volume, but also to move effortlessly between helping members with emergency roadside assistance, travel reservations and membership renewals. AAA Central Penn found that it had some serious baggage: Technical issues in its contact center system.

Omni-Channel 139

Omni-Channel Gamification Contact Center Travel 139

Avaya

DECEMBER 4, 2017

It’s when an Avaya industry-leading contact center solution is put to its ultimate test. Every day, Avaya contact center solutions handle millions of customer calls, web chats, and texts around the world. A weary traveler checking the web for a flight status. It’s that time of year again!

Contact Center 69

Contact Center Self Service Travel Social Media 69

Vonage

AUGUST 11, 2015

Here are ten facts and what they mean for your contact center. Plus, bad news travels fast. Phones still handle around 68% of all contact center communications. This statistic shows that phone support should still be the number one priority for contact centers. Think big.

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in.

Call Center 52

Call Center Customer Service e-support Contact Center 52

BlueOcean

MARCH 31, 2021

And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. On the flip side, it’s obvious how sectors like travel and tourism have suffered over the last year—and that means dwindling contact volume.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

TechSee

FEBRUARY 27, 2018

This on-demand model is revolutionizing commercial behavior and has been rapidly adopted by consumers everywhere, transforming industries such as ground transportation (think Uber or Lyft), travel (think Airbnb), grocery (think InstaCart or GrubHub), and freelance labor (think Upwork or Fiverr). BPOs facilitate the work-from-home trend.

Customer Service 116

Customer Service Call Center e-support Contact Center 116

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

NobelBiz

OCTOBER 9, 2023

In the dynamic and ever-evolving world of call center management, owners and operations managers face a myriad of challenges that demand their attention and expertise. Today we’ll delve deep into the pain points that frequently plague call center executives.

Call Center 52

Call Center Contact Center Management Contact Center Software 52

GlowTouch

JANUARY 28, 2020

Contact Center Account Manager. We are headquartered in Louisville, KY, with offices in Boston, MA, and Bangalore, India, with another large contact center in Mangalore, India. Travel to client locations and GlowTouch offices as needed (Domestic and International travel). LET’S TALK. Louisville, KY.

Contact Center 52

Contact Center Management Travel Customer Care 52

Myra Golden

APRIL 10, 2017

George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. Here are 3 things being an overwhelmed manager taught me about motivating my call center employees. I held monthly staff meetings with my call center. (I He was beaming with excitement.

Call Center 73

Call Center Management Exercises Meeting 73

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. Contact centers vary widely to suit the needs of a wide range of businesses. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center. Video calling.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

CSM Magazine

JULY 13, 2022

Contact center leaders are struggling to keep pace with ‘unrealistic’ demands. Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide.

Contact Center 59

Contact Center Survey Insurance Healthcare 59

TechSee

NOVEMBER 20, 2018

This includes : Labor: Technician wages, un-billable travel time, administration. Vehicle: Fuel, maintenance, insurance, depreciation. Opportunity-cost: Technicians unavailable for revenue-producing activities. Augmented Reality Remote Assistance.

Innovation 153

Innovation Technology Self Service Call Center 153

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. It has led call centers to explore the benefits of AI.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

NobelBiz

MAY 17, 2022

Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. In this article, we dissect Customer Service 7 pain points in call centers , and how to tackle them. Additionally, there are specific agents whose phones are always plugged into the call queue.

Call Center 52

Call Center Customer Service Contact Center Social Media 52

NobelBiz

FEBRUARY 22, 2023

Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. In this article, we dissect Customer Service 7 pain points in call centers, and how to tackle them. Additionally, there are specific agents whose phones are always plugged into the call queue.

Call Center 52

Call Center Customer Service Contact Center Social Media 52

Stella Connect

OCTOBER 12, 2021

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for customers is key to ensuring customer satisfaction (CSAT) and agent retention. . This when contact centers have also reported increases in call volumes, hold times, difficult calls, and escalations. .

Call Center 52

Call Center Self Service Management How To 52

Magellan Solutions

JULY 9, 2021

What are the different Philippines call center services and how much can you expect them to be? There are different services provided by call center. What do you get when you outsource inbound call center services ? Inbound Calling. Managing call center services inbound sales inquiries.

Call Center 52

Call Center Contact Center e-support Insurance 52

NobelBiz

MAY 6, 2022

Employees are the heartbeat of your call center. In fact, the average call center turnover rate is a high 36% , according to Call Center Helper. Unfortunately, the Contact Center industry is famous for having the highest turnover, and call center agents often lack job satisfaction.

Contact Center 52

Contact Center Strategy Call Center Rewards Programs 52