BlueOcean

JANUARY 20, 2023

We rejoiced when our favorite coffee shops re-opened, and we got all dressed up again when the commute to work once again involved more than a walk down the hall … and yes, that RFP was finally back on your plate. Company Overview The first pages of your RFP will always be the “get to know you” section.

Contact Center 156

Contact Center Customer Care Culture Technology 156

Magellan Solutions

MAY 20, 2024

Whether you are a small to mid-sized enterprise or a multinational company, the Philippines provides first-class outbound call center services focused on boosting engagement with customers for sales increases. Ranked as a top-of-the-line call center, it has business process outsourcing solutions that are customized for SMEs.

Call Center 52

Call Center 2024 Innovation E-support 52

CX Accelerator

JULY 1, 2020

We find ourselves in unprecedented – certainly, the word of the year – times. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. Changing Expectations.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

BlueOcean

DECEMBER 16, 2019

Heading out of the office this holiday to grab some eggnog and enjoy the lights? Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. at Blue Ocean. Constant and Effective Communication.

Contact Center 156

Contact Center Transportation 2014 2020 156

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? 5 Innovative Call Center Technologies in 2022. With 56.8%

Call Center 124

Call Center 2022 Technology Social Media 124

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work. But there’s more to it.

Contact Center 77

Contact Center Engagement Management Communication 77

BlueOcean

AUGUST 14, 2019

We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you and your customers must be a barrier. As such, not only is the assertion that outsourcing distances you from your customer false , the opposite is actually true – outsourcing can in fact get you closer to your customer.

Contact Center 174

Contact Center Customer Care Culture Brands 174

BlueOcean

SEPTEMBER 30, 2019

Have you also noticed more customers calling or messaging with questions and concerns? Higher call volumes leading to longer wait times for your customers and higher stress for your agents? Maybe it’s time to consider the benefits of outsourcing some or all of that customer care volume. Infrastructure.

Contact Center 149

Contact Center Omnichannel Customer Care ROI 149

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. And there’s no going back. Along the way, we learned a lot about the obstacles customers and agents face today.

Call Center 98

Call Center Contact Center Webinar 2021 98

BlueOcean

AUGUST 6, 2020

Our favorite coffee shops are open and for many, the commute to work once again involves more than a walk down the hall … and yes, that RFP is back on your plate. Our favorite coffee shops are open and for many, the commute to work once again involves more than a walk down the hall … and yes, that RFP is back on your plate.

Contact Center 156

Contact Center Customer Care 2020 Culture 156

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Should this role be fully in-office, hybrid, or remote?

Call Center 97

Call Center Contact Center Culture Engagement 97

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Out with the old, in with the new!

Engagement 98

Engagement Contact Center 2021 Metrics 98

TechSee

MAY 19, 2021

As 2021 gets underway, new technologies to improve customer service are emerging, that help businesses boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. . In today’s digital age, companies can get a comprehensive or 360?

2021 159

2021 Technology Customer Service Competitive Advantage 159

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX). 2023 looks to be a year of great change in customer experience (CX).

2023 123

2023 Customer Experience E-support Customers 123

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. Do you want to experience a transformation in business performance by enhancing your back-office operations? According to research by Aberdeen Group , companies that update their back office experience a 2.8x

Financial 52

Financial Competitive Advantage Loyalty Customer Satisfaction 52

Magellan Solutions

NOVEMBER 15, 2023

One viable solution to this is opting for a shared call center service. What is a Shared Call Center A shared call center is one of the most cost-effective call center options for small to medium-sized companies who cannot afford to establish their customer service department. Keep reading!

Call Center 52

Call Center Poor Customer Service Social Media Contact Center 52

CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently. The pendulum is finally swinging back from hyper-automation to human-led conversation.”.

Customer Service 93

Customer Service Contact Center 2022 ROI 93

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

Technology 59

Technology Call Center Social Media 2007 59

Magellan Solutions

NOVEMBER 7, 2022

Insurance Back Office Support Tasks for 2023. Why do people get insurance back office support? Insurance companies need back office support for a lot of reasons. INSURANCE BACK OFFICE FUNCTIONS YOU NEED TO OUTSOURCE. Because it is cheap and the talent you can get is wide.

Insurance 75

Insurance 2023 Document Technology 75

Upstream Works

JANUARY 7, 2021

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. With AI enabling better forms of self-service, automation can address many contact center challenges with limited cost impact or added strain to the existing pool of agents. Agent Performance Monitoring.

Contact Center 78

Contact Center 2021 Customer Journey Mapping Omnichannel 78

Playvox

NOVEMBER 29, 2022

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. Customer Rage And Pandemic Rage.

Contact Center 77

Contact Center Interaction Definition Social Media 77

Beyond Philosophy

AUGUST 31, 2023

David Meister wrote a paper called “The Psychology of Waiting Lines.” Area #1: Occupied time feels shorter than unoccupied time. The dentist’s office has magazines. So, perhaps it is more important that the airplane lounge and the dentist’s office have fast and easily accessible WIFI.

Call Center 88

Call Center Magazine Customers Airlines 88

Playvox

JULY 18, 2022

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. What Is Agent Attrition?

Contact Center 73

Contact Center Technology Social Media 2021 73

Magellan Solutions

OCTOBER 26, 2023

But there’s one problem: You receive hundreds of calls, emails, chats, and messages from your customers every day. As much as you want to accommodate them all, you’re overwhelmed and don’t have the time, resources, or expertise to deliver excellent customer service. What can you do?

Call Center 52

Call Center Social Media Healthcare Technology 52

Call Experts

NOVEMBER 4, 2022

An HVAC call answering for your business is an excellent way to improve efficiency and reduce churn. Answering phone calls can save your employees’ time and stop them from providing services in the field, which can cost you real money. Why HVAC Call Answering is Essential for Success.

Contact Center 98

Contact Center Customer Service Reference Brands 98

Inbenta

SEPTEMBER 29, 2022

A call center experiencing higher than average call volume is stressful. Think about it: endless phone ringing, long call queues, frustrated customers, and anxious staff. All this is enough to cause call agent demotivation, high error margins, and low customer satisfaction. The result?

Call Center 52

Call Center 2022 E-support Social Media 52

Call Experts

MARCH 10, 2022

You’ve just finished a meeting in another part of the office when your cell phone buzzes. You look down to see a missed call from an important client. You return the call only to find yourself at the bottom of their voice mailbox. And it’s not for lack of interest – you called back immediately!

Contact Center 98

Contact Center Call Center Telecommunications Competitive Advantage 98

Magellan Solutions

MAY 3, 2022

Companies that outsource call centers have one thing in common: they know the significance of building and maintaining good customer relationships. Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. List of Companies that Outsource Call Centers.

Call Center 81

Call Center Telecommunications Banking Financial 81

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. So, if customer experience is the new battleground, then the contact center is out front leading the charge. While every business function that touches the customer influences the experience, the primary responsibility and accountability lands with the contact center.

Contact Center 105

Contact Center White Paper Document Social Media 105

Call Experts

NOVEMBER 10, 2022

Namely, when your office closes, you have someone to answer the phones and ensure your callers are never left waiting. . Contact centers span the globe that offer this service. Contact centers span the globe that offer this service. Just give us a call at 800-374-0911 for more information about our services.

Contact Center 59

Contact Center Customer Service Customer Relationships Consumers 59

Kustomer

JUNE 7, 2022

We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. Why has the pandemic emerged as the straw that finally broke the legacy CRM camel’s back? Some argue that the beginning of the pandemic signaled the decline of ticket-based support systems. The data tells the tale.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

Interactions

JANUARY 27, 2022

Technology has afforded busy people like myself the ability to multitask and get things done during a short work break or after normal business hours. For me, this was getting a document notarized to be a leader for my daughter’s girl scout troop. I was back home and frustrated, with an unnotarized document in hand.

Banking 77

Banking Document Social Media Interaction 77

Interactions

APRIL 29, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. Travel and Hospitality.

Contact Center 62

Contact Center Airlines Hospitality Insurance 62

Call Experts

FEBRUARY 3, 2022

In addition, you know that you need to provide stellar customer service to keep them coming back. Then, you are freeing up time that you would otherwise spend managing workers and customers. Whether you’re scaling or your business needs 24/7 support, there are advantages to outsourcing customer support over handling it in-house. .

Demo 98

Demo Customer Service Social Media Sales 98

Magellan Solutions

AUGUST 31, 2021

Looking for a back office outsourcing company to assist you? Here’s how you can get one. For SMEs, a 24/7 and full back-office operations are no longer impossible in today’s digital environment all thanks to BPO companies in the Philippines. . Outsourcing Your Back-Office Needs to a PH BPO.

Call Center 97

Call Center Government 2013 Banking 97

Magellan Solutions

FEBRUARY 12, 2021

The amount of work in a dental office is tremendous. Dentists have to reach out to patients, make and screen calls, and so much more. As you can imagine, this takes up all the time that a dentist has. Doing back-office tasks is not only time-consuming, but it’s also inefficient. Explanation.

Call Center 52

Call Center 2022 Government Reference 52