Call Center Banner Stats

Agent Engagement
596 results
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Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place your employees at the center of your customer experience design strategy?

Instead of following the traditional "marketing" approach - where customer insights... Full Content »
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Register to view the webinar on demand now!

Recently, 70 percent of at-home proponents said that issues dealing with people and the processes to manage them were the biggest challenges to scaling an at-home agent program. People issues can be overshadowed by technology and other start-up concerns, but experienced practitioners say that if you... Full Content »
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Aware of the ongoing struggles associated with recruiting, employee morale and high attrition, contact center managers undoubtedly need a workforce management plan that reinvigorates the customer management culture.

Enter the role of a cutting-edge employee empowerment strategy, which will not only spur agent engagement and happiness but... Full Content »
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Help Your Call Center Set the Direction of the Customer Experience and Gain CMO Support

Most companies fail to have an effective Voice of the Customer (VOC) strategy. They mistakenly define this strategy primarily with surveys, when surveys, like looking in the rearview mirror, only address a customer’s past experience, they do not... Full Content »
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How much money is your company losing in “no fault found” product returns?

So often consumers purchase products only to realize they don’t know how to use them, leading quickly to a return. The result? Your profits are tied up in perfectly-working returned products sitting in a warehouse in open boxes.  

Your call... Full Content »
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Over the past decade, nearly 235,000 contact center positions have been shifted offshore. However, companies are now rethinking the offshore equation due to shrinking talent pools, rising wage rates, real estate inflation, and growing customer backlash. With a renewed focus on delivering higher quality and more efficient customer interactions,... Full Content »
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Are you able to provide unique, differentiated service experience to your customers?  Do your agents run through a pre-designed assembly line-like process with customers?

Increasingly, customer service cases are getting more complex and a one-size fits all approach to case management is no longer effective.  With customers... Full Content »
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As demands on contact centers have increased over time, companies are looking to bring the best talent into their agent pools.  The availability of cloud computing technologies in the contact center has opened capabilities to deploy agents anywhere.  Because of this, companies are able to experiment with different deployment options... Full Content »
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This webinar was previously recorded



Sponsored by IBM and Cincom Systems, Inc.

Featuring Absa Bank with insights from Cincom Systems.

As the largest contact center in South Africa with nearly 5000 agent seats scattered across 30 physical sites, Absa Bank was challenged to present better customer experiences by operating as “... Full Content »
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Many organizations are under the impression that superior customer care can be achieved by focusing solely on improving voice self-service capabilities. But how do we take measures for customers that cannot be fully self-served? In many cases, the best solution lies in creating a seamless transition between IVRs and contact center agents.

The... Full Content »
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Virtual, at-home customer service has graduated from the early adopter phase and is now reaching the early majority of companies who are hungry for its benefits in scale.  

As the virtual processes of recruiting and training have become more sophisticated, large enterprises are integrating at-home into their operations portfolio, adding... Full Content »
596 results
of 55