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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 MORE
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. MORE
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 MORE
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. MORE
As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. As a starting point for these decisions, here are three technologies your contact center needs in 2021. MORE
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. MORE
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. MORE
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. MORE
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. MORE
Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Blog Call Center Life MORE
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. MORE
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. MORE
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. MORE
What is omnichannel contact center for Magellan Solutions. Magellan Solutions is an omnichannel contact center. Below are some of our best practices that kept our name up in the BPO industry: Move your contact center to cloud. contact-form-7]. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. Top Contact Center Challenges. Empowering Your Contact Center Managers to Act. MORE
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. MORE
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. MORE
We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. in-house contact centers. MORE
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. MORE
According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently. MORE
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. MORE
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! MORE
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. MORE
Contact Center Related Topics 
CX Accelerator
MARCH 16, 2020
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
BlueOcean
JUNE 17, 2021
We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. in-house contact centers.
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CX Accelerator
JULY 22, 2019
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
Upstream Works
MAY 27, 2021
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.
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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.
TechSee
APRIL 26, 2021
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.
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.
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.
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.
CX Accelerator
JULY 22, 2019
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.
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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!
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Magellan Solutions
APRIL 28, 2021
What is omnichannel contact center for Magellan Solutions. Magellan Solutions is an omnichannel contact center. Below are some of our best practices that kept our name up in the BPO industry: Move your contact center to cloud. contact-form-7].
Advantage Communications
JULY 6, 2021
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.
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. Creating a visual contact center knowledge base. Agent: Hello, thank you for calling Longbow Telecom.
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.
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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.
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.
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.
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.
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. The post How to Determine Cultural Alignment in Your Outsourced Contact Center appeared first on Blue Ocean.
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.
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.
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
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
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.
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.
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.
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.
Upstream Works
FEBRUARY 10, 2021
As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. As a starting point for these decisions, here are three technologies your contact center needs in 2021.
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!
Advertisement
An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs. Read this eBook to discover how to implement AI for the best results in your contact center.
Integrity Solutions
MARCH 3, 2020
The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. Top Contact Center Challenges. Empowering Your Contact Center Managers to Act.
Jacada
JULY 23, 2021
Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Blog Call Center Life
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.
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.
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Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!
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