Call Center Times, Monday, December 2nd, 2024
Challenge Solved: How To Keep Your Team Focused In Today's Environment
Dina Vance, Senior Vice President from Ulysses Learning, takes on our reader's question this month.
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Vol 321 · Issue 1
Call Centers — Archive · Vol 321 Issue 1
6 articles that week
Call Center Times, Monday, December 2nd, 2024
BPOs: Embrace Digital Customer Service To Survive And Thrive
Almost as long as there have been call centers, there have also been Business Process Outsourcers (BPOs)--contract companies that deliver those services for companies hoping for simpler operations, lower fixed costs, and better customer outcomes.
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Why Contact Center Metrics Have Changed To Center The Customer
Metrics have always been an incredibly important part of every contact center. Without them, there is no way to conduct quality assurance or evaluate the performance of your agents. But in recent years, the key metrics used to measure and judge the success and effectiveness of a call center have changed. Here, we're outlining how and why.
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Case Study: Transforming Customer Support In The Solar Industry With AI-Driven Automation
In today's competitive business environment, industries like solar energy face significant pressure to scale customer service operations while managing costs.
more → Call Center Times, Monday, December 2nd, 2024
Benchmark Report: 2024 AI Maturity Benchmark Report
UJET, a leading provider of AI-powered cloud contact center solutions, released its first annual AI Maturity Benchmark Report, uncovering an immaturity crisis among AI deployments.
more → Call Center Times, Monday, December 2nd, 2024
How To Accelerate And De-Risk AI-Automated CX
Savvy business leaders know that timing is everything when making changes to call center processes. AI integration is no different. Implement too hastily and run the risk of poor execution that negatively impacts customer experience (CX). Implement too late, and you've fallen behind your competitors.
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