InMoment XI

OCTOBER 5, 2023

This frees your call center agents up to deal with more complicated problems while also reducing call volumes, saving your brand both time and money. Click here to learn even more about these processes in our full-length contact center eBook.

Contact Center 364

Contact Center Self Service How To Call Center 364

Comm100

MARCH 8, 2018

Here are a few benefits of coining a name for your call center team, and we’ll walk through some examples too. A creative name like “Call It In” for a call center complaints handling team can portray creativity and reliability. Ideas for Creative Call Center Team Names. Your Team Gets an Identity.

Call Center 39

Call Center Conference Fashion Travel 39

Experience Investigators by 360Connext

DECEMBER 17, 2014

Sign up for updates below and you’ll get our free ebook to help you get started!). Receive exclusive content, updates, and our FREE Mission Statement ebook. Call the call center, try to order something online, or just talk to front-line staff. Let’s go! Please enter your email address below.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Uniphore

JUNE 7, 2021

Ultimately, with the right agent assist tool and implementation plan, your agents — and therefore, your customers — are set up for a better experience on the calls to come. Take the definitive Agent Assist eBook with you. The post 5 Questions Call Center Leaders Ask About Agent Assist appeared first on Jacada.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

BlueOcean

OCTOBER 31, 2017

Our latest eBook provides a look behind the scenes in HR and Workforce Management. Here’s what’s inside: • Navigating Generational Differences in the Contact Center Workforce. What HR Wishes WFM Knew About Call Center Employee Experience. • 3 Ways to Empower Call Center Agents. •

Contact Center 50

Contact Center eBook Call Center Management 50

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Uniphore

JUNE 16, 2021

51% of executives are considering a remote/hybrid workforce in 2021* 57% Plan to enable a truly digital workforce with end-to-end automation* 57% of call center knowledge base is still accessed manually*. What Your Call Center Agents Rant About on Social Media. Call Center Life: Buried Alive in Knowledge.

Contact Center 204

Contact Center Training Call Center How To 204

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. Table of Contents What is Call Blocking?

Call Center 103

Call Center Telecommunications Contact Center Self Service 103

BlueOcean

MARCH 3, 2025

In the contact center, this is when both partners are focused on navigating the customer experience with an innovative approach to improve customer satisfaction. Whether its through call center technology or customer journey mapping , they are aiming to wow the customer and build a seamless experience.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Comm100

JUNE 5, 2018

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. This uncertainty has generated myths about AI, such as the popular thinking that AI will replace call center agents or equally popular, that AI will solve all CX problems.

Contact Center 170

Contact Center Call Center Self Service Chatbots 170

NICE inContact

SEPTEMBER 25, 2019

Through our analysis, we discovered that those who have their contact center in the cloud report 18% higher customer satisfaction than businesses that have their call center technology on premises. If your curiosity is piqued, download our complimentary eBook now to learn more about contact center technology in the cloud.

Contact Center 136

Contact Center Call Center eBook Omni-Channel 136

BlueOcean

JUNE 13, 2017

Our latest eBook is your guide to everything you need to know about hiring contact center agents. Diversity in The Contact Center. Frontline agents are the backbone of customer service. Here’s what’s inside: • Agent Success Starts with the Hiring Profile. • Why Gamers Make Great Agents. Finding Agents Who Love Your Brand. •

Contact Center 189

Contact Center eBook Loyalty Brands 189

NICE inContact

DECEMBER 27, 2021

To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World." This eBook is packed with insights from industry experts that will help you optimize your agents' skills.

Training 200

Training eBook Contact Center How To 200

InMoment XI

AUGUST 22, 2022

Decrease Cost to Serve: Higher-quality experiences mean fewer calls to customer care and a subsequent reduction in call center costs. Check out this free eBook! Increased Profitability: Engage and empower employees to take ownership of profitable CX outcomes. Companies with engaged employees are 21% more profitable.

Employee Experience 195

Employee Experience eBook Employee Engagement Call Center 195

TechSee

JULY 18, 2019

Bottom line: companies must find ways to improve customer-facing contact center processes in order to provide an effortless customer experience. In a newly published eBook, we take a deep dive into how businesses can provide effortless experience to their customers in order to boost loyalty.

Self Service 207

Self Service Customer Experience How To Contact Center 207

Advantage Communications

JUNE 25, 2019

Are you looking to improve your customer service, better your company’s customer experience (CX) and create new revenue opportunities through an outsourced call center? If so, then we are pleased to announce the launch of our brand new ebook - The Definitive Buyers Guide to Outsourcing Your Call Center.

Call Center 58

Call Center eBook Customer Service Brands 58

Comm100

NOVEMBER 14, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Call Center Professionals – A professional networking group for individuals actively involved in the Call Center Industry as a Strategic Leader, Operations Manager or Consultant.

Resources 159

Resources Customer Service Customer Service Training Course 159

NobelBiz

JULY 23, 2024

Implementing omnichannel call center software can change the way insurance providers interact with clients. In this article, we’ll talk about how How Omnichannel Call Center Software can help Insurance Agencies How Insurance Providers Can Benefit From Call Center Software 1.

Call Center 52

Call Center Insurance Omni-Channel Software 52

Comm100

MARCH 28, 2018

Which KPIs you track depend a lot on your service philosophy – while time-based metrics such as handle time and queue length are common to many call centers, other schools of thought say that quality-based metrics like customer satisfaction or customer effort are a better way to track overall quality.

Metrics 136

Metrics Report System Customer Service 136

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Other people affected include the employees on the frontline, for example, call center agents and sales representatives. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

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

Optimove

APRIL 10, 2025

Data Focus: CDPs integrate and unify data from all customer touchpointsweb visits, mobile app usage, in-store purchases, email opens, ad impressions, call center logs, etc. Example: A support agent opens the CRM to see past tickets before answering a new customer query, ensuring continuity and context. #3.

CRM 52

CRM eBook Customer Journeys Customer Relationship Management 52

NobelBiz

AUGUST 13, 2024

Call Management Voice Call Management features are the fundamental tools necessary for managing basic call center operations. These features ensure that calls are efficiently handled, routed, and processed, forming the backbone of any call center.

Call Center 52

Call Center Contact Center Customer Service Self Service 52

NobelBiz

SEPTEMBER 15, 2021

The current report begins by clearly stating that the age of brick-and-mortar call centers is finally over. It’s been decades since the idea began being floated in the contact center space. The remote call center was forced to fruition by the COVID-19 Pandemic and maybe we should all be grateful for it.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

ShepHyken

SEPTEMBER 14, 2020

Call Centers Are Out Experience Centers Are In by NobelBiz. NobelBiz) Our eBook will take an in-depth look at how trending consumer preferences are actively influencing the contact center space. It’s a short ebook on turning the call center into an experience center. Imagine that!

Customer Service 86

Customer Service Net Promoter Score eBook B2B 86

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.

Call Center 52

Call Center Contact Center Management Omni-Channel 52

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Beyond Philosophy

OCTOBER 11, 2018

Organizations offer some of their knowledge through free eBooks, videos, articles, and podcasts about their area of expertise to get new clients. One time we told a client their call center should work to form a personal bond with their customers. It’s like being nice to get more sales.

Sales 137

Sales Call Center eBook Loyalty 137

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Contact Center 164

Contact Center Tips Management Call Center 164

Comm100

DECEMBER 12, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Channels used include web, mobile, live chat, social, self-serve, in-store, kiosks and call centers. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Training 148

Training Customer Experience Customer Journeys How To 148

Interactions

MARCH 14, 2025

And our close consultative partnership with customers helps to ensure the systems that you integrate with your Interactions IVA, including payment processing, core banking, telephony, and call center solutionsare being securely accessed. Check out our eBook that dives into the details!

Financial 62

Financial Interaction Call Recording eBook 62

NobelBiz

FEBRUARY 22, 2023

Call Centers must then choose between PBX and cloud telephony implementation. In this article, we discuss the topic of cloud telephony vs. PBX as well as the right telco solution for your call center. What exactly is a call center PBX? This makes it an excellent solution for expanding call center.

Call Center 52

Call Center Contact Center System Communication 52

Comm100

JUNE 13, 2018

Leveraging the power of storytelling to gather and disseminate vital information in the call center is a smart move. Empowering your call center agents to collect valuable customer stories helps the organization gain insights and better understand customers.

Customer Service 131

Customer Service Airlines Call Center Metrics 131

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management solutions like Playvox WFM let you take a much more detailed approach to analyzing a customer support center.

Call Center 52

Call Center Metrics Measurement Contact Center 52

NICE inContact

OCTOBER 2, 2019

We’ve packaged the survey results and analysis into an eBook that is full of insights and thought provoking information. Interested in learning more? Download your free copy today. The post Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds appeared first on NICE inContact Blog.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150