BlueOcean

AUGUST 21, 2019

You’ll task your team with running a tight procurement process to assess potential contact center partners. That’s why we’ve put together a list of the top 10 things to assess on your contact center vendor site visit. The pace of change in the contact center industry is mind-blowing. 2. Technology.

Contact Center 159

Contact Center Culture Leadership Engagement 159

BlueOcean

JANUARY 27, 2020

You can ask all the right questions in the contact center RFP and still struggle to understand how their culture might or might not align with your own. That’s why, if time and budget allow, we always recommend a site visit before you go to RFP ( read our Guide to On-Site Contact Center Visits here ). Got 15 minutes?

Contact Center 177

Contact Center Culture Leadership Communication 177

CSM Magazine

APRIL 6, 2023

“Calabrio’s long-tenured research, customer collaboration, and partnerships with top-tier universities has established us as a pioneer in enterprise AI innovation for contact centers. For over a decade, our Innovation Center and product teams have been integrating with sophisticated AI and ML tools.

Contact Center 52

Contact Center Innovation Customer Centricity Brands 52

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc.

Contact Center 88

Contact Center Engagement Leadership Webinar 88

BlueOcean

OCTOBER 9, 2018

So, what about your contact center outsourcer? It’s a valid question – one which requires breaking down some of the myths associated with outsourcing your contact center. Myth #3: Outsourcing Robs You of the Connection to Your Frontline Agents. The post Is a Strategic Contact Center Partnership Even Possible?

Contact Center 162

Contact Center Culture Connections Customers 162

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure. Next, let’s look at the physical space that is home to your contact center.

Contact Center 156

Contact Center Call Recording Call Center Customer Care 156

BlueOcean

DECEMBER 17, 2018

Of course, greater retail sales inevitably lead to higher call volume in the contact center. Here are some key tactics for coping with holiday spikes in the contact center. Life for your frontline agents will inevitably get stressful unless you’re frank and honest with them about how hard the seasonal spike will be.

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Contact Center 2018 2014 Retail 136

BlueOcean

OCTOBER 22, 2020

Before the pandemic, we at Blue Ocean had conducted less than 10% of our frontline training in a fully remote model. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean. The key, of course, was that everything, including agent training, had to pivot to a virtual environment.

Contact Center 156

Contact Center Virtual Agent 2021 Engagement 156

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 3: DO: Know when group training is most appropriate (and when it’s not).

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Customer Service Training Contact Center Customer Service 2022 78

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 52

Contact Center Leadership Technology Communication 52

CSM Magazine

JULY 13, 2022

Contact center leaders are struggling to keep pace with ‘unrealistic’ demands. Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide.

Contact Center 59

Contact Center Insurance Healthcare Hospitality 59

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! View Article.

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Contact Center Management Article Customer Experience 200

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! View Article

Contact Center 200

Contact Center Management Article Customer Experience 200

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! View Article

Contact Center 200

Contact Center Management Article Customer Experience 200

TechSee

OCTOBER 22, 2019

Contact centers are perfectly placed to predict imminent customer queries. With 40% of all calls considered “next issues” following initial contacts, NIA is now a critical strategy for reducing customer effort, reducing pressure on contact centers and increasing loyalty. NIA: The balancing metric.

Contact Center 84

Contact Center Average Handle Time Metrics Call Center 84

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Looking for the right contact center partner to outsource your customer success?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Contact Center 111

Contact Center Banking Roadmap Insurance 111

Talkdesk

MARCH 11, 2019

Do you know how contact center downtime affects employee performance in your organization? In today’s blog, we’re going to explore what happens to things like frontline engagement, productivity and trust when the contact center experiences an outage.

Contact Center 53

Contact Center Financial Blog Engagement 53

Talkdesk

APRIL 16, 2020

Contact centers are dealing with a surge of calls from customers who often have urgent needs, increasing the variety and level of difficulty of questions. Contact center agents should recognize when they can’t resolve the issue alone and know how to engage peers, supervisors or subject matter experts for help.

Contact Center 65

Contact Center Customer Satisfaction Communication Reference 65

BlueOcean

NOVEMBER 28, 2022

With employees in Panama, Kenya, and India, ONQ handles complex business processes for healthcare billing and a lot more, which means the work Lucas and his team do to prepare employees for the frontlines is mission critical. No wonder they awarded him the title of World’s Best Contact Center Trainer that year.

Contact Center 156

Contact Center Healthcare 2021 Culture 156

Uniphore

SEPTEMBER 30, 2021

Moreover, it’s crucial to recognize your contact center agents in the right way. Moreover, it’s crucial to recognize your contact center agents in the right way. Best practices for recognizing your frontline agents’ success include: 1. Get to know their interests and what they do personally.

Call Center 40

Call Center Contact Center Feedback 2020 40

Calabrio

OCTOBER 3, 2016

Your contact center agents are your company’s face to the outside world. They’re your frontline to your customers, the ones you trust to maintain those critical buyer relationships. It’s not as hard as you might think to keep your contact center agents happy, motivated and committed. Advance agents’ careers.

Contact Center 69

Contact Center Connections Definition Management 69

InMoment XI

OCTOBER 31, 2023

In essence, call centers bridge the gap between a business and its customers. Successful call centers have evolved their operations with contact center intelligence , embracing a more comprehensive approach to customer engagement.

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

Bold360

MAY 14, 2020

In the first of a three-part conversation, Nate and I discussed how CX leaders are coming from the world of the contact center, what makes a good leader and how Nate took this journey himself. “We’ve Transitioning from the contact center to CX leadership. How much overlap exists between the contact center and CX?

Contact Center 52

Contact Center Leadership Customer Experience Average Handle Time 52

Experience Investigators by 360Connext

APRIL 25, 2023

Leaders Don’t Really Understand Front-Line and Other Roles Culture starts at the top, moves through the middle, and must make it all the way to the front-line employees, field technicians, contact center agents, custodial professionals, and beyond! Ask leaders to participate in events, communications, or frontline days.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. Published on: May 18, 2016.

Contact Center 51

Contact Center Net Promoter Score Average Handle Time 2016 51

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. COPC’s Employee Engagement Research Series reveals a declining trend in frontline staff’s perceptions of training effectiveness.

Contact Center 78

Contact Center Call Center 2023 Engagement 78

Cyara

SEPTEMBER 5, 2023

As the first person customers often speak to, frontline staff in contact centers engage with customers in every kind of mood – happy, frustrated or even just plain angry.

Contact Center 84

Contact Center Engagement Customers Employee Experience 84

COPC

JANUARY 13, 2023

Training and development functions exist in most contact center operations. Select contact centers add structured performance reviews and development programs to ensure their employees’ professional growth and to increase the likelihood of staff staying with their organization. . New Hire Training.

Contact Center 79

Contact Center 2022 Metrics Feedback 79

Experience Investigators by 360Connext

APRIL 23, 2024

By improving the overall customer experience, there is a noticeable reduction in the burden on contact centers, which decreases customer support requests, wait times, and time to resolution. Many leaders are seeing heavy turnover in contact centers, leading to costs around hiring, training, and losing institutional knowledge.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Calabrio

OCTOBER 6, 2016

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. But for customer-centric organizations, the term “contact center superhero” is an accurate—and multi-faceted—description.

Contact Center 40

Contact Center Customer Centricity Omnichannel Blog 40

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Fostering a frontline workplace culture that integrates the diverse expectations of different generations is essential.

Leadership 94

Leadership Transportation Workshop Contact Center 94

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Retailers often ask executives to spend a day working alongside frontline workers a few times a year.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

TechSee

APRIL 21, 2021

These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

Call Center 136

Call Center 2021 Innovation Contact Center 136

Inbenta

APRIL 10, 2024

Assisted-serve for on-call and on-site support: Arm contact center agents and frontline staff with Digital Instructors to help them more easily walk customers through their product and service challenges.

2024 52

2024 Download Contact Center Demo 52

Calabrio

APRIL 13, 2017

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. More loyal customers. Sounds great, right?

Contact Center 45

Contact Center Insights ROI Download 45