As 2023 draws to a close, let’s take a moment to look back at some of our most read blog posts. From year to year, we largely have the same core focuses: our people, our processes, and now more than ever, our technology. One of our most popular posts was the Advisory Board’s insights on what 2023 would bring (stay tuned in January for their insights for 2024). As we close out the year, so many of these insights, such as focusing on our employee experiences, customer experiences, hiring, retention, and technology transitions, are still front and center in our minds.
Read on, as our authors educated us on so many of the latest technology options available and how to determine which can most help with our centers’ individual needs. Please enjoy our top 10 of 2023!
The AI Duo Contact Centers Need
There has been much chatter recently about Generative AI. So, let’s deep dive into it and discover how it can help contact centers.
The Agent Experience Imperative
Contact center attrition rates have risen to new heights during the COVID-19 pandemic, and there’s no sign of that turnover slowing down. But if contact center leaders don’t act swiftly, they risk alienating their agents and seeing them walk out the door.
Moving Forward: What Will 2023 Bring for Contact Centers?
The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us. The economy—and spending and consequent demand for service for items and services that need contact centers for—has bounced back. And customers have made it known loud and clear that they expect an excellent customer experience (CX).
How to Win the Hearts of Gen Z
Post-Millennials, iGeneration, Plurals, GenZers, no matter what you call them, your business depends on them. So, you better understand who these customers are.
Getting the Most From Your Chatbots
Chatbots, powered by artificial intelligence (AI), are becoming a popular and essential application in contact centers by swiftly, accurately, and cost-effectively handling, and helping agents to handle, many customer issues.
Hearing the Need for Audio Quality
The call center industry is facing a concentration crisis, with background noise levels exacerbating stress and limiting productivity in the workplace.
How AI Can Combat Staffing Challenges
Forecasting economic futures is challenging, but business success depends on it.
Take Charge is an idiom meaning “to assume control or responsibility and dates back to the 1300’s.” (Christine Ammer, Heritage Dictionary of Idioms, Houghton Mifflin, p. 144.) Now more than ever, Contact Center leaders need to “take charge” of the Contact Center’s Value and Visibility.
Unlocking the Call Center Possibilities With KMS
In today’s fast-paced world, running a thriving call or contact center is only possible with a structured, up-to-date, and usable/easily navigable knowledge management system (KMS).
The Hiring Game Has Changed
While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues.