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Changing the Business Experience
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Current Issue Operations People Culture Technology Staffing Remote Work Operations
Current Issue Operations Strategy People Hiring Performance Management Turnover
Current Issue Operations Customer Experience People Hiring Engagement White Papers
Current Issue Operations Strategy People Technology
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Current Issue Operations People Development
Current Issue Operations Strategy People Technology Data Security
Current Issue Operations People Technology Data Security
Current Issue Operations People
Current Issue Operations People Technology Data Security Artificial Intelligence
Current Issue Operations Strategy
Current Issue Operations Strategy Customer Experience People Performance Management Engagement Technology Omnichannel Artificial Intelligence
Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.
Operations Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Technology Member Exclusive
Operations Technology Artificial Intelligence White Papers
It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.
Operations Strategy People Hiring Engagement Technology Remote Work Operations Member Exclusive
How task mining and RPA can help agent productivity, and ultimately the customer experience in contact centers.
Operations People Development Technology Member Exclusive
Operations Technology White Papers
Operations People Technology Omnichannel
Operations People Technology Artificial Intelligence White Papers
Operations People Technology
Operations Strategy Customer Experience People Technology Remote Work Strategy
Current Issue Operations People Technology Omnichannel Artificial Intelligence
Operations Workforce Management Virtual Contact Centers People Technology Omnichannel Artificial Intelligence White Papers Remote Work Technology
Operations Technology Remote Work People
Operations People Technology Remote Work Technology
Operations People Technology Staffing Artificial Intelligence
Operations Technology Artificial Intelligence
Operations People Performance Management Technology Workforce Optimization Artificial Intelligence Remote Work Technology
Operations Strategy Customer Experience People Technology Artificial Intelligence
Operations Strategy Customer Experience Technology White Papers
Operations People Hiring Development Culture
Operations People Hiring Technology Remote Work People
Operations White Papers
Operations Strategy Customer Experience
Current Issue Operations Strategy Customer Experience Technology
Operations People Hiring Technology
Operations Strategy People Development Turnover
Operations Workforce Management Strategy People Technology Staffing COVID-19 Remote Work Remote Work Strategy
Operations Workforce Management Strategy
Operations Strategy Customer Experience Technology Unified Communications Artificial Intelligence Remote Work Strategy
Operations Virtual Contact Centers Technology Remote Work Operations
Operations Virtual Contact Centers Technology Unified Communications Artificial Intelligence
Operations Workforce Management Strategy Technology Workforce Optimization Artificial Intelligence COVID-19 Remote Work Remote Work Operations
How WFH contact center employees can best engage with customers and colleagues.
Operations Strategy Culture Remote Work People
Operations Collaboration Strategy Customer Experience Technology Remote Work Technology
Operations Technology Self-Service Artificial Intelligence
Operations Strategy Customer Experience Remote Work Strategy
Operations Workforce Management Technology
How a contact center adapted and executed its BC/DR plan, and lessons learned
Operations Remote Work Operations
Companies have been rushing to add channel choices for customers, but more is not always better.
Operations Service Delivery
Empathy is very important to our clients. Each client is very different, and we need to understand their needs and goals.
Operations Workforce Management Remote Work Operations
Emphasis on production metrics is reflective of an old-school model that does not apply to today’s complex contact centers.
Operations Workforce Management Service Delivery
The ability to resolve issues competently and quickly is a core skill set of the contact center worker.
Operations Workforce Management Assisted Service
The contact center is finally a place for investment rather than budget cuts.
Operations Workforce Management COVID-19 Remote Work Remote Work Operations
In an otherwise unpromising employment environment, the contact center space may shine like a bright beacon.
The global pandemic caught most of the industry flat-footed and scrambling to respond quickly and appropriately.
Operations Contingency Planning COVID-19 Remote Work Remote Work Operations
Now is the time to review all technology and ensure that your agents have virtual access to everything they need to be successful.
These new shifting patterns made us more aggressive with our forecasting approach.
Operations Workforce Management COVID-19 Remote Work Operations
Our model allows for tremendous flexibility, which boosts employee morale because they're working a schedule that works for their lifestyle.
Operations COVID-19 Remote Work Remote Work Operations
Be prepared and be flexible enough to modify your plans according to the fluidity of the situation. As they say, stay calm and call on.
Are you tough enough to endure? Smart enough to change?
When a caller is greeted with a synthetic voice, there is often a visceral reaction that subtly cues a negative reaction.
One common misconception about virtual assistants is that they are ‘all or nothing,’ meaning that the goal should be to fully automate a customer interaction.
Virtual Contact Centers Technology Artificial Intelligence
WAH agents don’t just have to be wired technically, they need to be properly wired emotionally.
Virtual Contact Centers Technology Staffing COVID-19 Remote Work Remote Work Technology
In less than a week, we went from most of our teams handling calls in one of our brick-and-mortar sites to 91% of our contact center base working remotely.
Operations Virtual Contact Centers COVID-19 Customer Retention Remote Work Operations
Given the dynamic environment that contact centers now find themselves in, adaptability and flexibility have never been more important.
Operations Collaboration Virtual Contact Centers COVID-19 Remote Work Remote Work Operations
Planning for unlikely events has been shoved down the priority list for years, and we must be cautious against that same complacency creeping in again.
Operations Contingency Planning COVID-19 Customer Retention Remote Work Operations
What is the ROI on readiness? Peace of mind and the ability to respond.
Virtual Contact Centers Strategy Planning COVID-19 Remote Work
We need to be extreme in terms of building trust, caring for others, showing genuine empathy during these very challenging times.
Virtual Contact Centers Strategy COVID-19 Remote Work Remote Work Strategy
Even though artificial intelligence has its advantages, it does not have the capacity to show compassion, encouragement or patience to a hurt world.
Virtual Contact Centers People Performance Management COVID-19 Remote Work Remote Work People
Virtual Contact Centers COVID-19 Pipeline Blog Coronavirus
Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.
Operations Service Delivery COVID-19 Customer Retention
There’s a 10-year track record of work-at-home results in the contact center environment. It’s become hard to ignore, even for those executives who personally don’t prefer or like the thought of a distributed work environment.
Operations Contingency Planning Virtual Contact Centers COVID-19 Remote Work Remote Work Operations
Getting virtual new-hire training right takes 12 to 18 months.
Virtual Contact Centers People Workplace Environment COVID-19 Remote Work Remote Work People
Operations Service Delivery Reporting
The additional volume that comes as a result of a wildly successful holiday season can easily overwhelm a company that isn’t prepared, swamping customer service and negatively impacting customer satisfaction.
The rule of 150 can improve quality and employee engagement in the large contact center environment. How do we know? Let’s look at ants.
Operations Service Delivery Remote Work Agent Motivation
Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel
Thousands of miles might separate them, but their workforce mindset must be as one to perform in unison.
Operations Virtual Contact Centers People Workplace Environment COVID-19 Remote Work Remote Work Operations
Operations Workforce Management
We will do whatever it takes to get people the information, audits and training to make them successful.
The most significant security risk to a company’s data or systems comes from within—human error.
Operations Contingency Planning Technology Data Security
Providing a broad range of technology options allows us to fulfill our clients’ knowledge management needs across maturity levels.
Operations Workforce Management Technology White Papers
Operations Contingency Planning People Turnover
Even the most careful, professional and fastidious agent is prone to human frailties.
Operations Contingency Planning People Engagement
Happy workers = happy clients and pleased customers. They all interconnect.
Operations Cost Management People Engagement
Operations Cost Management Strategy Technology
The ability to properly plan, and measure the performance of the plan, improves your contact center’s visibility as a valued asset.
Operations Reporting Strategy Planning
What you need to know to not fall victim.
Measuring FCR is not always black and white. Add an FCR scoring matrix to cover those calls that fall into the gray area.
Practical, actionable advice for positive coaching and feedback results.
Operations Collaboration People Performance Management
Strategies to retain top talent during the holidays and beyond.
Operations Cost Management People Hiring
Operations Reporting Strategy
The gig economy is beginning to become such an economic driving force that there are many who believe that having gig workers in the contact center - i.e., on-demand agents - is only a matter of time.
In the U.S., the minimum wage is below the poverty rate, and thus, is a failed policy.
Operations Assisted Service Technology Omnichannel
Operations Assisted Service Technology Self-Service
Operations Reporting White Papers
Operations Assisted Service Technology Workforce Optimization
The influx of data and analytics isn’t necessarily changing contact center metrics; rather these new insights are adding deeper context to the numbers.
It’s crucial to empower CSRs to play an active part in maintaining contact center security. After all, they witness more of what takes place on the call center floor than supervisors.
Operations Contingency Planning COVID-19 Remote Work
Benefits like flexible scheduling and the ability to work from home play a major role in an employee’s decision to take a job or quit one.
Invite the EDO to your office to explain your situation. You want to make sure that they understand your needs.
Operations Cost Management
The at-home agent workforce is now mainstream in the global contact center industry and will likely dominate the industry before the end of this decade.
Operations Strategic management COVID-19 Remote Work
Those who begin a centralized scheduling contact center without a solid plan may wind up with an inefficient and costly model, one that is broken up into small groups dedicated to individual practices.
Operations Operations management
It can take weeks—or longer—for a community to recover after a disaster. Supporting your staff during and after a catastrophe calls for a great deal of compassion and understanding
Operations Operations management COVID-19 Remote Work
If you want to differentiate based on service, you have to adopt the approach that everyone counts, and your people, processes and technology have to be built to support that approach.
Operations Service Delivery Operations management
While service level has long been seen as a measurement tool, its primary strategic mission is to serve as a strong and stalwart planning tool. It is the foundation without which realistic budgeting and staffing are at risk.
Manage your future, your visibility and your value by contextualizing all contact center activities in the framework of customer experience—only then will the most senior levels of the enterprise recognize and fund the contact center of the future.
Operations Strategy People Technology Strategic management People management Operations management
Every 1% gain in FCR directly translates into a 1% gain in customer satisfaction.
In my experience, this is a time when those who are at work really benefit from the feeling of camaraderie and teamwork.
Operations Contingency Planning Operations management
When considering their KPIs as a whole, contact centers seemed less than confident that their choice of metrics aligned well with the organization’s strategic objectives.
Operations Workforce Management Operations management
Operations Workforce Management Operations management Research
A speech tool is not a plug-and-play technology. Your organization must be prepared to dedicate the proper resources that will ensure its success.
Culture is the heartbeat of the contact center. It’s the single, most important thing to drive.
Operations Collaboration Strategy Culture Strategic management
With the advent of the Internet, cloud computing and advances in voice technology, it is now possible to intelligently route calls globally from the cloud.
In many organizations, dysfunction is sitting below the surface like a dormant virus. Yes, it is quiet most of the time. But if a certain grouping of circumstances comes together, it awakens in a most viral and menacing fashion.
Operations Service Delivery Strategic management
The metric mirage is just that—a thin veil disguising a difficult truth—temporarily. Advocatus diaboli urges you to use only the metrics that support the conditions you know to be true.
Visually, a transactional call looks like a straight line, while a conversational call has a number of curves and off-shoots.
Contact center management will have to wear many new hats—traditional operational and HR, of course, but also customer experience and corporate strategy.
Operations Cost Management People management
When customers need the human touch, technology enablers can help to ensure successful interactions.
Operations Assisted Service Technology Assisted Service
Operations Service Delivery Research
Operations Collaboration People Engagement People management
Operations Service Delivery Strategic management Operations management
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