InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

InMoment XI

FEBRUARY 8, 2024

As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center. What Are the Benefits of Contact Center Optimization?

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

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Contact Center Average Handle Time Document Webinar 61

Talkdesk

JULY 30, 2019

Traditionally, contact centers are considered cost centers—a necessary evil that companies fund because they have to, not because they want to. That’s because the cost-center approach ignores the role the contact center can play in driving revenues to the organization.

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Contact Center Average Handle Time Measurement Sales 43

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

Playvox

FEBRUARY 2, 2022

It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all. Best-in-class contact centers are able to engage employees and create a supportive, motivating culture. There are things you can do to prevent this negative cycle.

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Contact Center Culture Effort Score Call Center 68

BlueOcean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability.

Contact Center 177

Contact Center Government Measurement Document 177

NICE inContact

SEPTEMBER 1, 2021

Artificial Intelligence (AI) is the veritable reigning champion and current all-star industry buzzword. Most people interact with AI daily in some form or another.

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Contact Center Interaction Insights Customer Experience 73

NICE inContact

JUNE 9, 2021

By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates.

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Contact Center Loyalty Customers Brands 62

BlueOcean

MARCH 14, 2024

Your organization is ready to find a new contact center outsourcer. Dig deeper in this article > 5 Insights About Sourcing and Developing Strategic Partnerships You know that partnering with a contact center outsourcer is more than just signing on another vendor. What’s your next step? We’re here to help!

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Contact Center Hospitality Article Customer Care 177

BlueOcean

OCTOBER 4, 2023

And what about offshore? If agents are frustrated, we can only imagine that the customers they’re speaking with are too. Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership.

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Contact Center Customer Care Average Handle Time Consumers 310

NICE inContact

AUGUST 3, 2020

Or a contact center? There are important differences between call centers and contact centers. What do you call an operation that provides customer service? A call center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke.

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Call Center Contact Center Reference Customer Service 67

NICE inContact

AUGUST 27, 2020

It’s no wonder that when consumers contact your business—whether it’s to make a purchase or report an issue—they expect that same instant experience. And bearing the brunt of these ever-increasing customer demands are contact centers. In this digital era, people are used to instant access to anything, at any time, on any device.

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Contact Center Consumers Call Center Customers 71

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

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2023 Customer Service Contact Center Customer Centricity 207

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

NICE inContact

AUGUST 20, 2020

Selecting contact center software is kind of like choosing a house to buy - you want to get it right because it's a big investment and you know you'll have to live with the decision for a while. The same is true when searching for the best cloud contact center software for your organization.

Contact Center 62

Contact Center Omnichannel Insights Management 62

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years. She was blunt.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

Eptica

JUNE 16, 2023

Date: Friday, June 16, 2023 Author: Pauline Ashenden - Demand Generation Manager Answering your questions about Microsoft Teams and the contact centre Published on: June 16, 2023 Author: Pauline Ashenden - Demand Generation Manager While organisations are increasingly adopting Teams, they want to ensure it works effectively in their contact centre.

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2023 Blog Article Interaction 62

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Since the beginning, I knew there was something unique about this company. We saw there was a true cultural fit.

2024 177

2024 Sales Customer Service Sports 177

BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics. Practice Makes (Almost) Perfect.

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Contact Center Sports Management Customer Care 296

Brad Cleveland Blog

AUGUST 17, 2018

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.

Contact Center 26

Contact Center Management Call Center Customers 26

COPC

APRIL 1, 2024

This phase is about embracing new technologies and utilizing them as substantive, value-adding instruments. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. We found that AI applications in contact centers serve two critical functions.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

TechSee

JUNE 16, 2022

With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management. You can listen to Paul in this inspiring podcast , where he discusses the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Myra Golden

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long.

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Contact Center 2021 Consulting Customer Service 52

TechSee

APRIL 1, 2024

Or that 70% of contact centers lack access to relevant information during support calls ? For example, by asking customers for their name, contact information and an image of their proof of purchase, your CSR will have everything they need to quickly and easily identify the customer, activate their warranty, and more.

2024 124

2024 Customer Service Representative Contact Center Customer Satisfaction 124

Brad Cleveland Blog

SEPTEMBER 26, 2017

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.

Contact Center 26

Contact Center Management Call Center Customers 26

Myra Golden

AUGUST 26, 2015

Pick up vital new skills in quality contact center monitoring. In contact centers, a solid quality call monitoring program makes all the difference. I’ll reveal the one –and only- solution to solving the problem of inconsistent coaching among contact center supervisors. Quality Call Center Monitoring – On-Demand Video .

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Call Center Contact Center Seminar Webinar 63

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. According to Bellomy Research , over 40% of those that use a contact center for utilities report an increase in important aspects like time, training, and associated costs needed for onboarding new employees.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

CSM Magazine

MARCH 26, 2024

Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. Let’s explore how contact centers shape brand identity and why they’re essential for nurturing positive customer relationships. For instance, a customer contacts customer support because they received a damaged product.

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Contact Center Brands Social Media Call Center 52

BlueOcean

FEBRUARY 17, 2022

But what about when crisis hits? At a time when just about everything you can think of in terms of goods and materials seems to be experiencing a shortage and it feels like each week, new crises abound, companies simply can’t afford to run short of excellent customer care.

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Contact Center Customer Care 2020 Measurement 156

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

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Contact Center Call Center 2027 Customer Satisfaction 105