Call center agent News
March 02, 2015
Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.
August 23, 2013
Scripting and strict rules won't help customer service reps provide good service -- letting them be human will, says consultant Dayna Steele.
May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
May 21, 2012
CIAC certification now includes testing on the use of social media in call centers.
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The need to connect with customers across multiple channels has made it harder than ever to analyze customer data and provide much-needed services that improve the customer experience. This e-book series will help organizations navigate knotty ... Continue Reading
Strategies, trends and best practices for modernizing today's contact center are examined in this essential guide. Continue Reading
Customer service automation brings speed and improved quality to the effort of serving consumers. If poorly managed, it can also do the opposite. Continue Reading
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Customers get frustrated when they're forced to repeat information to contact center agents or are sent to the wrong department. And that's not just on the phone anymore. Customers use any number of communication channels to reach out to companies -... Continue Reading
Contact centers are wrestling with how to incorporate new communication channels into their strategies while reducing costs and boosting efficiencies. Enter automation. Continue Reading
Multichannel customer service now encompasses mediums like video and live chat. But these forums have their own requirements to be effective. Continue Reading
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Valuable Features: Multiple editions available and all cloud based • Improvements to My Organization: The entire organisation is now on the...Continue Reading
Could add more options to customize the user interface but has sped up development and delivery within the organization.Powered by IT Central Station
Valuable Features: The ability to customize many things, from the UI to the business logic, and the fact that the solution uses a cloud platform...Continue Reading
Simple, intuitive, user friendly software with certain challenges in digitizing complex business processes around CRMPowered by IT Central Station
Valuable Features: Chatter, Mobile Platform along with Mobile Push, Salesforce synchronization for MS Outlook, simple & smart analytic...Continue Reading
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With approximately 1.3 billion users on Facebook alone and countless more on other social media sites, customers have never been more willing to submit personal information and comments about their increasingly high expectations -- as well as their ... Continue Reading
Can automation improve the customer experience? Some say it can by creating a standardized, consistent experience. Automation technologies like interactive voice response, virtual agents and automatic call distributors were created to do so. Why ... Continue Reading
Perhaps no two words have more of an effect on business today than "customer experience." Consumers have a wealth of options for buying products and services -- and they're not shy about letting the social media sphere know when they’re not happy. ... Continue Reading
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Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Continue Reading
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Continue Reading
Our expert Lori Bocklund explains what’s important about call center occupancy and call center adherence, and how and why both metrics are vital to the operation of any call center. Continue Reading