Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. 1. Work Environment.

Contact Center 159

Contact Center Culture Leadership Engagement 159

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 ). Got 15 minutes?

Contact Center 177

Contact Center Culture Leadership Communication 177

Call Experts

JULY 28, 2022

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.

Contact Center 52

Contact Center Call Center Customer Satisfaction Exceptional Customer Service 52

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. 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.

Contact Center 156

Contact Center Virtual Agent 2021 Engagement 156

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. This channel has become one of the fastest-growing customer service channel offerings.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Think Customers

JANUARY 18, 2022

Customer service interactions can quickly evolve, requiring different channels and tools. The same is true for a call that begins with an interactive voice response (IVR) system. To better understand this, let’s dive into the human and robotic makeup of a modern contact center. What is a contact center associate?

Contact Center 52

Contact Center Average Handle Time Customer Satisfaction 2022 52

COPC

APRIL 1, 2024

Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

BlueOcean

MARCH 30, 2018

Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outsourcing takes a more central role in your go-forward plan? Plus, his funny, outspoken style makes the introspective insight he provides all the more engaging.

Insights 184

Insights Contact Center Hospitality Culture 184

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Documentation of contacts. Proactive outreach. Ability to Escalate.

Healthcare 52

Healthcare Customer Care Document Insurance 52

Call Experts

APRIL 1, 2021

A Contact center depends on outstanding scripts, team-members, automations, training, and protocols. . What is a contact center script? It’s a file that plainly and concisely lays out how contact center representatives and technologies are expected to manage your callers. The result?

Contact Center 59

Contact Center Call Center Consumers Management 59

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 98

Virtual Agent Contact Center Management Technology 98

Zeisler Consulting

NOVEMBER 8, 2023

Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). But what if, understanding that, someone is in CS (and here, CS means all those things…contact center, Customer Care, etc.)

Contact Center 93

Contact Center Customer Care Insights Definition 93

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. Changes to the modern contact center environment . Communicate with your customers. 2 – GET EMOTIONAL.

Contact Center 52

Contact Center Call Recording Communication Interaction 52

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

TechSee

MAY 29, 2018

They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. Improvements in these areas have been proven to translate into lower customer churn and an improved bottom line. Below is a brief summary of the insights we’ve gained per KPI.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

BlueOcean

AUGUST 14, 2019

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. Their corporate success is dependent on delivering a brand-enhancing customer experience.

Contact Center 174

Contact Center Customer Care Culture Brands 174

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center 2018 Government 94

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

Avaya

NOVEMBER 6, 2018

I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “ How AI Drives Results in the Contact Center ” and the question posed was: “What does AI mean for those working in the contact center? So, why AI now for customer care?

Contact Center 57

Contact Center Webinar 2022 Document 57

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot.

Contact Center 93

Contact Center Customer Care Article Brands 93

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 52

Virtual Agent Contact Center Management Technology 52

CSM Magazine

FEBRUARY 12, 2024

By initiating these calls, businesses can provide personalized assistance, address inquiries, and offer valuable insights and recommendations. It also allows businesses to gather feedback, refine products or services, and enhance the customer experience. In addition, outbound voice communication is not only about sales.

Communication 52

Communication Contact Center Omnichannel Call Center 52

SaleMove

JULY 29, 2019

This is the first installment of a blog series that examines the trends driving the transformation, reviews how people work in today’s contact center, and explores what you should do now to staff the contact center of tomorrow. For many years consumers have desired personalized hand-holding when interacting with brands.

Contact Center 40

Contact Center Sports Metrics Social Media 40

Stella Connect

NOVEMBER 30, 2017

Contact center performance management has, for many brands, changed little over the years. Most contact center leaders aren’t happy with the high costs of agent attrition, their overwhelmed team leaders, the underwhelming CSAT/NPS® scores, and all the other daily realities that cause them heartburn. But to what end?

Contact Center 45

Contact Center Management NPS Customer Care 45

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

Travel 156

Travel 2021 Customer Care 2019 156

BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

Natalie Petouhof

OCTOBER 19, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. Companies can identify new opportunities by integrating these customer insights into their companies’ innovation processes.

Contact Center 45

Contact Center Customer Service Document Interaction 45

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company.

Customer Experience 74

Customer Experience Net Promoter Score 2024 Customer Care 74

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. Big thanks to Mike Wittenstein for his willingness to speak with us and for his insightful commentary. . Overall, it’s really just about providing a quality customer experience. Here’s what we learned.

Contact Center 53

Contact Center 2017 Brands Hospitality 53

TechSee

DECEMBER 31, 2019

Customer Service will become increasingly AI-driven. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Explosion of virtual contact centers. Greater demand for data transparency and security. Voice will be king.

2020 136

2020 Customer Service Contact Center Social Media 136

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Call Center 122

Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades? And Customer Contact Week was known as Call Center Week.

Contact Center 40

Contact Center Net Promoter Score 2003 Customer Journey Mapping 40

Calabrio

NOVEMBER 18, 2015

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Contact center agents are at the forefront of addressing client needs and have a direct and profound impact on customer experiences.

Contact Center 49

Contact Center Net Promoter Score 2014 Customer Satisfaction 49

Qualtrics

JUNE 11, 2021

Health insurers are eager for greater insight into how members feel when they call, live chat, or text. Capturing far more than the words can unlock a treasure trove of actionable insights and information. Both high-level topics are deeply emotional and require careful and often detailed customer care interactions.

Insurance 26

Insurance Contact Center Call Center Healthcare 26