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

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

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How VOC Analytics Improves Contact Center Performance

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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

Create Seamless Contact Center Experiences with AI Application Integrations

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As contact centers transition to the cloud, there are several areas where AI is poised to play a leading role, including providing seamless customer experiences (CX). One reason is that many contact centers are more focused on internal performance than the customer.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

What is Contact Center AI?

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Contact center artificial intelligence (AI) is a type of software that enables customer service reps to automate tasks, including customer support.

How WFM Tools Create Success for Omnichannel Contact Centers

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While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use.

Why Your Contact Center Needs A Call Avoidance Policy

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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.

Evolving CX Beyond the Contact Center

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The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. Learn more about Upstream Works omnichannel contact center solutions here.

Contact Center Digital Transformation Strategy

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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.

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!

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.

Improve Contact Center Productivity with WFM Software

Playvox

The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. Workforce management (WFM) continues to be one of the most important contact center productivity tools.

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.

Why Your Contact Center Needs A Remote Work Policy?

Playvox

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

How to Prepare for a Successful Contact Center Integration

Advantage Communications

If you’re thinking about outsourcing your customer service program in full, or in part, to a contact center, it’s important to have a well-thought-out implementation plan. That’s the only way to ensure a smooth launch and a successful call center integration. Contact Center

Benefits of Contact Center Support

Call Experts

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability.

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.

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.

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.

The Evolution of The Contact Center Experience

Integrity Solutions

The term “call centers” is quickly become a relic of the past, and for good reason. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI notes that 82% of contact centers engage with customers via the phone.

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.

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.

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.

Contact Center Location Strategy in a Remote World

Amy Bennet

Blue Ocean offers some insights on how to create a contact center location strategy in a remote world How do you continue to offer seamless customer service and experience in this new world of remote work?

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.

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.

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.

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

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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.

ContactBabel Report: The 2022 U.S. Contact Center Decision-Makers’ Guide

Playvox

As a leading analyst firm for the contact center and CX industry, ContactBabel publishes the Contact Center Decision-Makers’ Guide each year, giving the industry unparalleled insights into performance, operations, technology, and HR aspects of U.S. contact centers.

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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.

A Complete Glossary of the Most Important Contact Center Metrics

Advantage Communications

Contact CenterYour customer service program is a fundamental component of your customer experience (CX). Great customer service is important to your business because it empowers your company to drive up customer satisfaction, improve customer loyalty and increase sales.

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.