InMoment XI

FEBRUARY 8, 2024

Companies of all sizes are always looking for ways to improve their bottom line. As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? What Are the Benefits of Contact Center Optimization? Here are some of the key benefits of optimizing your contact center: 1.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

NICE inContact

OCTOBER 9, 2019

As one of Europe’s largest and fastest-growing energy producer/retailers, the company has more than 20,000 employees and had been generating power—electricity and heat—in Sweden, Denmark, Finland, Germany, the Netherlands and the United Kingdom. The company engaged Webhelp , a leading global BPO and its partner, NICE inContact.

Contact Center 54

Contact Center Omnichannel ROI Retail 54

InMoment XI

JANUARY 10, 2024

Contact centers are not new by any means. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center. The future of the contact center lies in the omnichannel contact center.

Contact Center 260

Contact Center Omnichannel Customer Satisfaction Retail 260

BlueOcean

APRIL 24, 2024

One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. And so it’s the RFP, pack horse that it is, that enables companies to first discern whether potential vendors measure up. This is especially true for smaller, privately-owned companies.

Contact Center 177

Contact Center Government Measurement Document 177

BlueOcean

JANUARY 30, 2024

(Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !) In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. Let’s break it down to the basics. Realizing a reduction in FTE.

Contact Center 296

Contact Center Insights Call Center Technology 296

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. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

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. home builders, and 5 of the top 10 global smart home automation companies. The company is headquartered in Tel Aviv with offices in New York, Boston, London, Washington D.C.,

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

BlueOcean

OCTOBER 4, 2023

The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. Your outsourced contact center partner will be responsible for QA on the agent side, and the OPI partner is responsible for performance managing interpreters.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies. ’s 9 Binge-Worthy Marketing Podcasts.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? How can AI be used to personalize and contextualize customer experiences in contact centers?

Contact Center 149

Contact Center 2024 Customer Service Representative Healthcare 149

Bill Quiseng

MAY 8, 2024

Could I recommend Company X for your experience? I could contact them if you like.” Contrary to popular customer service mantras, when all alternatives don’t work, DON’T fire the customer. Simply ask him to resign. “I’m sorry but I’m not able to resolve your problems.

Reference 78

Reference Customers Customer Service Customer Satisfaction 78

TechSee

MAY 9, 2024

By leveraging AI, companies can achieve: Enhanced Efficiency: AI automates routine tasks, allowing agents to focus on complex issues, thus speeding up response times and improving efficiency. Proactive Service: AI’s predictive capabilities enable companies to anticipate customer needs and address issues before they escalate.

Document 109

Document Contact Center Interaction Technology 109

COPC

APRIL 1, 2024

Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). 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 91

Customer Experience Contact Center Technology Banking 91

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool. When Did Call Centers Become the Standard?

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

CSM Magazine

MARCH 26, 2024

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity.

Contact Center 52

Contact Center Brands Social Media Call Center 52

Upstream Works

JUNE 9, 2022

When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company. ” And that’s where you’ll find the soul of your company. The contact center was even more complicated.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. They are also more likely to stay with the company for the long term.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Magellan Solutions

SEPTEMBER 19, 2023

However, instead of you reaching out to them, interested customers will contact you. These people are likely to have researched your business before contacting you. They’re contacting you because they’re convinced of your product or service. This is mainly because customers have initiated the contact.

Exceptional Customer Service 98

Exceptional Customer Service Social Media Customer Satisfaction Advertising 98

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Triant has been with the company for over two years, but in this area for over 20. So, why would customers want a company to provide a proactive experience?

Contact Center 147

Contact Center Hotels Social Media Interaction 147

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. Generally, engaged workers care about their performance and the performance of the company and feel that their efforts make a positive impact on customers. fall into the “engaged” category.

Engagement 73

Engagement Contact Center Culture Metrics 73

Eptica

AUGUST 4, 2022

Read the full article on our parent company Enghouse Interactive’s site here. You might also be interested in these posts: Why contact centres must focus more in First Contact Resolution. Why knowledge management is essential for your contact centre. Share this page on: Tweet.

2022 148

2022 B2B Blog Article 148

CSM Magazine

APRIL 22, 2024

As Laura Stevens, CCaaS & CRM Product Manager at Awaze, pointed out, their company is still in the early stages of integrating AI across different platforms and services. By tackling the top drivers of contact, they aim to set new standards for customer service in the industry.

Omnichannel 52

Omnichannel Fashion Events Culture 52

ShepHyken

DECEMBER 9, 2022

The customer journey is essential to any company’s success. What do customers expect from contact centers? . But what exactly do customers expect from your contact center? First, make sure that your contact center is easily accessible and that customers can reach a live person when they need assistance.

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. How do you “read the customer” in texts and chats? What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Omnichannel Measurement Social Media 82

ShepHyken

SEPTEMBER 26, 2018

If they’re selling the same thing, why should I buy from one company over another? All things being equal, if your company is easier to do business with, and the customer knows it, you can win. For information, contact 314-692-2200 or www.hyken.com. That also makes it a commodity. Is it the quality of the product?

Automotive 628

Automotive Competitive Advantage Customer Service Training Customer Service 628

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

CSM Magazine

MAY 9, 2024

In a recent panel discussion hosted at our Disrupt event in London , a group of industry experts explored how emerging tools and platforms are empowering companies to elevate their customer service to new heights. I want a contact centre operation that is available 24/7,” he said. “I Re-imagine your customer journeys.

Innovation 52

Innovation Technology Customer Service Customer Journey 52