Is "Agent" Offensive to Contact Center Professionals?

CX Accelerator

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Contact Center Employee Experience

Understanding Call Center Occupancy in the Contact Center and How To Optimize It

TechSee

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? What is Occupancy in the Contact Center?

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Is "Agent" Offensive to Contact Center Professionals?

CX Accelerator

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Contact Center Employee Experience

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. Contact Center

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

3 Essential Factors for Onboarding Contact Center Agents

Upstream Works

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. But, it’s the person-to-person interactions that will have the greatest impact on CX and the success of your contact center.

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2 Key Pillars of Your Contact Center Digital Transformation Strategy

Upstream Works

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. This is a leading reason why there’s a growing gap between the service that customers expect and what contact centers are able to deliver.

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Contact Center Digital Transformation Strategy

UJET

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

3 Ways Cloud Contact Center Solutions Benefit Agents

Upstream Works

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. To ensure they get full value from cloud-based contact center solutions, here are three key considerations.

Creating a collaborative contact center culture

TechSee

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Happier contact center agents mean more pleasant interactions for customers.

How Sharpen Elevates Contact Center CX with Deepgram

One of the most crucial tools for contact center solutions is automatic speech recognition (ASR). Learn how Sharpen elevates their CX by arming agents with Deepgram's fast, accurate, reliable speech transcription to improve productivity in real-time.

Building the Contact Center SOW: The Framework for Success

BlueOcean

The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW. Who serves as the primary point of contact? Because we didn’t know until the waning days of our relationship that our client was being measured by their head office in Europe on one KPI above all others: the scores on their post-contact surveys – a metric that didn’t even appear in our SOW.

Seeing is believing: Why contact centers must embark on the journey towards Visual Transformation

TechSee

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. This means that call centers are more important than ever for assisting customers with their technical problems.

3 Ways Cloud Contact Center Solutions Enable Innovation

Upstream Works

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center.

The Top 5 Banking Contact Center Trends in 2022

Advantage Communications

Contact CenterThe customer experience (CX) in recent years has become the defining differentiator in the banking industry , ensuring financial organizations are able to build customer loyalty, reduce customer service costs, improve employee happiness and drive up revenue.

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Every Customer Experience Deserves a Silver Lining

Cloud-based technology approaches are quickly proving to be a clear winning strategy for companies large and small. Read this report to find out how you can leverage a cloud contact center to deal with unexpected demand, reduce costs, and deliver exceptional customer experiences.

Bringing Digital Channels into the Contact Center and Beyond

Upstream Works

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications. All of these points of contact can use various forms of digital channels.

How to Shortlist Potential Contact Center Partners

BlueOcean

Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. Meeting potential contact center partners in person allows you validate the intangible elements of the business relationships first (like culture fit, physical work environment, and employee engagement,) helping you shortlist the organizations you choose to invite into the RFP process.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores. Contact center platforms can import and display the data in an executive dashboard to provide a holistic view of top-level, touch-point KPIs in a single, clean interface. VOC analytics complement the call center’s internal KPIs and can provide a better view of a company’s overall performance.

4 Ways Cloud-Based Contact Center Solutions Increase Flexibility

Upstream Works

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

BlueOcean

Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes. Know what you should be looking for on your contact center site visit before you get there. Obstacles to the On-Site Contact Center Visit.

Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Creating a visual contact center knowledge base. Agent: Hello, thank you for calling Longbow Telecom.

4 Signs Your Contact Center is Ready for Digital Transformation

Upstream Works

The demands facing contact center systems are getting more complex and more varied than ever before. Here are four signs your contact center is ready for digital transformation.

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RFP Questions to Ask About AI in the Contact Center

BlueOcean

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment of consumers simply prefer automated or self-serve support) – so asking your potential strategic partners the right questions is critical.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

The Fundamental Guide to the Contact Center RFP

BlueOcean

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) Even if you’ve had the same supplier for a while, going through the contact center RFP process will ensure that you and your existing partner are staying up-to-date and competitive as the market evolves; after all, if your supplier grows stagnant, so do you. Draft Your Contact Center RFP. Putting Together Your Contact Center RFP.

How to Transform Your Contact Center for Customer Service Excellence

Advantage Communications

Customer Service Trends Contact CenterLong wait times. Being passed around to different agents and departments. Having to repeat a query or issue over and over again. Not getting help until frustration builds.

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Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!

BlueOcean

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. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real.

5 Ways to Keep Contact Center Agents Engaged

Upstream Works

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

How to Determine Cultural Alignment in Your Outsourced Contact Center

BlueOcean

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. The post How to Determine Cultural Alignment in Your Outsourced Contact Center appeared first on Blue Ocean.

Is a Strategic Contact Center Partnership Even Possible? [eBook]

BlueOcean

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. The post Is a Strategic Contact Center Partnership Even Possible? Contact Center Outsourcing Customer Service Outsourcing eBook Mike Hasler Strategic Partnership contact center agent customer service outsourcing outsourced contact center strategic partnership

5 Most Critical Elements of a Successful Contact Center Launch

BlueOcean

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Understanding with complete clarity which measures of success are most important to your organization is the most important aspect of the contact center transition. A successful contact center launch isn’t as simple as flipping the switch and 3-2-1 blast off.

Wondering how to improve customer experience in your contact center? Try these 10 best practices

NICE inContact

Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences. Contact Center Trends & Insights Contact Center Management CXone

Why Do Your Contact Center Agents Keep Quitting?

Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success

In this webinar, we’ll discuss the state of agent attrition and delve into reasons for employee burnout. We’ll also share solutions to foster a work environment that supports and empowers employees for the long run.