TechSee

OCTOBER 10, 2019

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.

Contact Center 106

Contact Center Culture 2019 Wireless 106

UJET

NOVEMBER 16, 2020

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.

Contact Center 79

Contact Center 2020 White Paper Roadmap 79

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic.

2021 77

2021 Call Center Contact Center Article 77

BlueOcean

SEPTEMBER 30, 2018

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.

Contact Center 168

Contact Center 2018 Automotive Roadmap 168

Advertisement

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Contact Center

BlueOcean

OCTOBER 17, 2019

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.

Contact Center 139

Contact Center 2019 Consulting Culture 139

BlueOcean

OCTOBER 22, 2020

This is much easier to accomplish for in-person training, where you have control over the physical environment and can maintain physical interaction such as eye contact. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean.

Contact Center 156

Contact Center 2020 2021 Virtual Agent 156

UJET

DECEMBER 2, 2020

To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete? The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 72

Contact Center White Paper 2020 Virtual Agent 72

Upstream Works

AUGUST 11, 2020

The difference between good and excellent contact center CX is providing customers with a human touch. To be a truly customer and human-centered business, care for both employees and customers should be part of your business model. “By

Contact Center 109

Contact Center 2020 Interaction Connections 109

BlueOcean

MAY 29, 2019

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.

Contact Center 163

Contact Center 2019 Culture Brands 163

Speaker: Jim Rembach, Editor in Chief, CX Global Media

Most contact center leaders view the touchpoint from agent to customer as the most important. The rise of chatbots and AI has changed that. Join Jim Rembach, Editor in Chief of CX Global Media, and learn how to seamlessly weave great technology with happy, empowered contact center agents.

Contact Center

BlueOcean

DECEMBER 18, 2018

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.

Contact Center 170

Contact Center 2018 Measurement Omnichannel 170

Upstream Works

SEPTEMBER 1, 2020

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.

Contact Center 104

Contact Center Engagement 2020 Omnichannel 104

BlueOcean

AUGUST 7, 2018

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.

Contact Center 166

Contact Center 2018 Fashion 2019 166

BlueOcean

JULY 16, 2019

Looking for an onshore contact center partner? Yes, we’re probably a little biased, but the proof is right here – check out our top 10 reasons to outsource your contact center to Canada. Full employment” in the US makes hiring new contact center agents a challenge. For both scheduled and last-minute on-site visits, your outsourced contact center is closer than home than you might think when you outsource to Canada.

Contact Center 156

Contact Center 2019 Sports Document 156

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

Contact Center

Talkdesk

SEPTEMBER 10, 2020

This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security. According to research by La Salle University in Pennsylvania , in 2013 the average call center had one fraud call for every 2,900 calls received.

Contact Center 106

Contact Center 2020 2013 2017 106

BlueOcean

OCTOBER 9, 2018

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

Contact Center 144

Contact Center 2018 Culture Connections 144

BlueOcean

SEPTEMBER 30, 2019

At its most basic level, growing your in-house contact center means you’ll need more space. There’s also the cost of upkeep, both to the facility itself and of your technical infrastructure, where regular upgrades will be necessary to keep your contact center ahead of the curve. Scaling your workforce to meet higher contact volumes puts strain on multiple functional areas – most especially your talent acquisition and training teams. Business is booming? Great!

Contact Center 139

Contact Center 2019 Omnichannel ROI 139

BlueOcean

AUGUST 6, 2020

How many physical centers do you operate? Contact center pricing models vary from vendor to vendor. The post 60 Customer Care RFP Questions for the Contact Center of 2020 appeared first on Blue Ocean. Contact Center RFP Mike Hasler

2020 156

2020 Contact Center Customer Care Culture 156

Speaker: Brian Morin, CMO & Helena Chen, Director of Product Marketing at SmartAction

Join our most densely packed informational webinar where we discuss the secret sauce behind great speech technology in the contact center –> how NLU augments speech rec for the highest accuracy possible since speech is never 100% right.

Contact Center

BlueOcean

JUNE 12, 2018

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.

Contact Center 179

Contact Center 2018 Communication Culture 179

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants. Computer Vision AI – Reinventing the Contact Center. A modern contact center relies on its knowledge base to streamline its operations.

Contact Center 144

Contact Center 2019 Insurance 2015 144

TechSee

DECEMBER 3, 2019

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Even with intelligent NLP-powered search, contact center agents often find that the system returns too many articles, causing confusion and significant delays to the customer episode. Creating a visual contact center knowledge base. Additional benefits of a visual contact center knowledge base.

Contact Center 97

Contact Center 2019 Call Center Customer Service Representative 97

BlueOcean

MAY 14, 2018

The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure. Your contact center partner owns a huge part of your customer experience. Thus, crafting your contact center RFP takes thoughtful preparation. Sample Contact Center RFP Timeline.

Contact Center 183

Contact Center 2018 Call Center Definition 183

Advertisement

Improving lead efficiency is critical to driving profitability for your outbound contact center. By analyzing the right reporting metrics to get your true CPA, you can use smart dialing strategies in real time and dramatically improve contact rates.

Metrics

TechSee

SEPTEMBER 2, 2020

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Call Center Engagement ideas. Research shows that collaborative contact center work environments perform 50% better and reduce errors by 25%.

Contact Center 109

Contact Center 2020 Engagement 2024 109

NICE inContact

DECEMBER 9, 2020

The reimagined, work-from-anywhere contact center has several benefits. Advantages of the Cloud Call Center Best Practices Agent Engagement Contact Center Trends & Insights Customer Experience

Contact Center 62

Contact Center 2020 Interaction Customer Engagement 62

BlueOcean

JANUARY 27, 2020

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. That’s why, if time and budget allow, we always recommend a site visit before you go to RFP ( read our Guide to On-Site Contact Center Visits here ). The post How to Determine Cultural Alignment in Your Outsourced Contact Center appeared first on Blue Ocean.

Contact Center 131

Contact Center Culture 2020 Communication 131

BlueOcean

DECEMBER 16, 2019

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. Your contact center should be collaborating closely with your marketing, sales, and distribution teams, with real-time communication so your team can adjust accordingly.

Contact Center 120

Contact Center 2019 Transportation 2014 120

Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction

It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.

Virtual Agent

Cyara

JANUARY 11, 2021

High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. customer experience contact center cx call center xchange

2021 67

2021 Contact Center Customer Retention Insights 67

NICE inContact

OCTOBER 14, 2020

Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise.

Contact Center 81

Contact Center 2020 Connections Consumers 81

NICE inContact

NOVEMBER 22, 2020

If you’re one of the thousands of companies that has embraced Microsoft Teams for your internal communications and collaboration, have you ever thought about extending it into your contact center?

Contact Center 84

Contact Center 2020 Communication Call Center 84

Tricia Morris

AUGUST 28, 2020

Often considered a company cost center and the Rodney Dangerfield of departments, contact centers have historically been overlooked and underfunded when it comes to digital transformation initiatives. Blog Contact Center Customer Experience Enterprise Technology

Contact Center 99

Contact Center 2020 Technology Blog 99

Speaker: Laura Sikorski, Contact Center Consultant

Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to be sure your organization is reacting to the new digital-savvy customer. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.

Multi-Channel