InMoment XI
OCTOBER 31, 2024
Your call center plays a huge role in your brand reputation. As a result, it’s important to deliver a positive call center experience that meets customer expectations. As a result, it’s important to deliver a positive call center experience that meets customer expectations.
InMoment XI
JANUARY 27, 2025
In a world where value is defined relative to the bottom line, its easy for call centers to come under scrutiny when it comes time for budget allocation. The downstream effects of this mindset can be quite limiting to the potential functions an effective call center should serve in your broader organizational strategy.
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Calabrio
MARCH 25, 2025
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty.
Calabrio
MARCH 7, 2025
Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition.
Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success
Combined with the Great Resignation and a candidate-driven market, it’s become a perfect storm for contact centers. To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training. You’ll learn: The impact of repetitive, monotonous work on mental health.
NICE inContact
OCTOBER 21, 2020
An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. Outbound call centers require unique technology, KPIs, and compliance requirements.
eglobalis
MARCH 24, 2025
Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences. However, despite notable advancements, AI remains significantly constrained by several technological, ethical, and customer preference factors. Top Benefits and Challenges of Call Center AI Automation.
Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction
continues to recover from the economic implications of the global pandemic, certain technologies have come to the rescue, paving the way for a burgeoning remote workforce, the adoption of AI-powered virtual assistants, and more. Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment.
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. But even though automation isn’t a new technology in the contact center, many fail to understand how it helps reduce cost and agent attrition.
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. You have to obtain knowledge and learn from multiple sources to be successful.
Speaker: Rana Gujral, CEO at Behavioral Signals
But are your contact center practices able to grow with a customer’s experience? Customer service technology has largely been the same for decades. Traditional call quality monitoring lacks the automation needed to perform at scale across all calls. And are you ready to apply automation in the most efficient way?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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