Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

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? Be careful about confusing agents and customers. Are you sold?

Contact Center 228

Contact Center Reference Communication Customer Service 228

BlueOcean

JANUARY 31, 2023

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. All the Ways to Calculate Contact Center Attrition Average call center turnover is commonly cited between 30-40%.

Contact Center 156

Contact Center Insurance Call Center Consumers 156

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

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? Be careful about confusing agents and customers. Are you sold?

Contact Center 182

Contact Center Reference Communication Customer Service 182

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Measurement 2022 Culture 88

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center.

Contact Center 63

Contact Center Engagement Call Center Feedback 63

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. You’ll increase engagement now and optimize performance long-term. Flexibility, though, is the key to a smoother ride.

Contact Center 86

Contact Center Connections Engagement 2024 86

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

VDS

APRIL 3, 2024

Improving the Patient Experience Through Contact Centers The modern healthcare landscape is evolving, with patients increasingly seeking care experiences that are not just effective but also personalized and convenient. Focus on Empathy: Training staff to engage with patients empathetically can help in building trust and satisfaction.

Contact Center 52

Contact Center Healthcare Feedback Loyalty 52

BlueOcean

JANUARY 20, 2023

Whether you already have an RFP template on hand or not, there are two key things to remember: First, the partnership with your customer care outsourcer is a unique one, requiring customized questions for a more accurate assessment. Our updated list of customer care RFP questions keeps these facts top of mind.

Contact Center 156

Contact Center Customer Care Culture Technology 156

CSM Magazine

JUNE 5, 2024

The collaboration will allow organizations to enrich the customer experience by overcoming language barriers through generative AI. With Meaning capabilities within the Five9 Agent Desktop, voices can be modified in real time to help facilitate seamless conversations between contact center agents and customers.

Contact Center 52

Contact Center Average Handle Time Omnichannel Brand Values 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center.

Contact Center 79

Contact Center Measurement Feedback 2022 79

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. One proven way to motivate your team is to drive engagement with gamification. According to a recent Gallup report , 85% of employees are not engaged or are actively disengaged at work. The Psychology Behind Gamification.

Contact Center 73

Contact Center Engagement 2025 Fashion 73

CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.”

Contact Center 52

Contact Center Healthcare Government Download 52

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions.

Customer Service Training 78

Customer Service Training Contact Center Customer Service 2022 78

CSM Magazine

JANUARY 9, 2023

Customers can now access Playvox’s leading-edge workforce engagement solutions on Salesforce AppExchange. Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM).

Contact Center 59

Contact Center Engagement Multi-Channel Customer Centricity 59

BlueOcean

FEBRUARY 17, 2022

In the current landscape of customer service , brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. But what about when crisis hits?

Contact Center 156

Contact Center Customer Care 2020 Measurement 156

CSM Magazine

MARCH 26, 2024

Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. The interactions they have with customer support agents profoundly influence their perception of the brand.

Contact Center 52

Contact Center Brands Social Media Call Center 52

Upstream Works

SEPTEMBER 30, 2021

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. The current state of customer experience is more challenging. Think Beyond the Contact Center.

Contact Center 78

Contact Center E Commerce Omnichannel Social Media 78

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. of their revenue due to bad experiences. of their revenue due to bad experiences.

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

TechSee

MAY 18, 2022

They can either staff up significantly or improve their call center occupancy. What is Occupancy in the Contact Center? Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.

Call Center 109

Call Center Contact Center Multi-Channel Metrics 109

Upstream Works

OCTOBER 21, 2022

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. Contact Center Applications.

Contact Center 78

Contact Center Multi-Channel Omnichannel Customer Centricity 78

BlueOcean

APRIL 28, 2020

And in the world of customer care, an industry that has felt the entire spectrum of effects – from drought to tsunami – we’re asking the big questions in anticipation of a better future. And then there’s the intangible issues – in particular, employee engagement and corporate culture. And then there are the customers themselves.

Contact Center 156

Contact Center Culture Omnichannel Customer Care 156

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Upstream Works

JUNE 9, 2022

The contact center was even more complicated. There were too many different customer needs and too many inconsistencies. The contact center agent’s life was not easy, and we saw it just getting more and more complicated. And in many, many cases, those people did not have a good life.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

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?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. Draft Your Contact Center RFP.

Contact Center 189

Contact Center Culture Fashion Consulting 189

Doing CX Right

AUGUST 28, 2021

Learn how to get contact center reps to deliver outstanding customer service as your differentiator and company norm. The post 6 Ways To Retain & Engage Best Contact Center Agents appeared first on Doing CX Right.

Contact Center 59

Contact Center Engagement Customer Service Customer Care 59

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. Even with a robust scoring method, however, sometimes shortlisting potential contact center partners comes down to a process of elimination.

Contact Center 149

Contact Center Consulting Culture Reference 149

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. I look for how engaged a candidate is in this conversation.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Call Experts

JANUARY 27, 2022

With the power of predictive contact center data, support agents can anticipate outcomes and what information customers need before they realize it themselves—and respond quickly, guiding them to the best answers and highest-quality resolutions. A Brief History of Predictive Contact Center Data in Customer Service.

Contact Center 94

Contact Center Call Center Touchpoint Technology 94

BlueOcean

JULY 16, 2019

Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? 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. Your dollar will stretch further.

Contact Center 174

Contact Center Sports Culture Customer Care 174

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. And that beginning is this – PayScale cites an average $13/hour for a customer service rep. The Cost of Contact Center Infrastructure.

Contact Center 156

Contact Center Call Recording Call Center Customer Care 156