InMoment XI

FEBRUARY 8, 2024

As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center. What Are the Benefits of Contact Center Optimization?

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

InMoment XI

JANUARY 12, 2024

Here is a breakdown of how conversation intelligence operates: Data Collection: Conversation intelligence platforms can work as part of an omnichannel contact center to gather data from various sources, including audio recordings of phone calls, video conferences, chat transcripts, emails, and other written communication channels.

E Commerce 260

E Commerce E-support Healthcare Multi-Channel 260

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field. Let’s dive in!

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

InMoment XI

MAY 4, 2022

Now think about how much customer service is outsourced to call centers, which work effectively in keeping calls short. One call center explained the need for time limits this way: “Companies account for customer service as a cost center, not a profit center, and companies need to keep costs down.” industries in 2013.).

Loyalty 580

Loyalty 2011 Call Center Leadership 580

NICE inContact

AUGUST 26, 2021

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience.

Call Center 80

Call Center Contact Center Customer Experience Customers 80

Experience Investigators by 360Connext

MAY 7, 2024

And last, but not least, Tabitha Dunn from Hitachi chats with us about customer-centered growth. We’re connecting the dots between CX metrics and tangible business outcomes like retention and referrals, ensuring that you walk away with actionable insights for driving loyalty and value.

2024 143

2024 Healthcare Culture Customer Voice 143

BlueOcean

JANUARY 30, 2024

What math should go into the business case around call center outsourcing costs? (Or Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !) Successful contact center outsourcers have deep expertise in forecasting, staffing, and managing for maximum efficiency.

Contact Center 296

Contact Center Insights Call Center Technology 296

BlueOcean

OCTOBER 4, 2023

Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. Your outsourced contact center partner will be responsible for QA on the agent side, and the OPI partner is responsible for performance managing interpreters.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

APRIL 30, 2024

As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let’s embark on an insightful exploration of CX in the live entertainment industry.

Events 143

Events Entertainment Customer Journey Mapping Touchpoint 143

Amplifai Coaching Category

JANUARY 30, 2023

It starts with data analysis, optimizing customer experiences, streamlining processes, adapting to change, and supporting and training your call center employees. How can you improve efficiency during an economic downturn?

Contact Center 52

Contact Center 2023 Call Center Customer Experience 52

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Thank you for accompanying us on this journey.

Customer Focused 290

Customer Focused Feedback Customer Experience Customers 290

Experience Investigators by 360Connext

OCTOBER 24, 2023

Resources Mentioned: Learn more about CXI Flight School Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? We discuss the importance of such gestures, and how they can significantly enhance an organization’s image and foster customer loyalty.

Retail 270

Retail Connections Innovation Loyalty 270

Experience Investigators by 360Connext

MARCH 5, 2024

We’ll reveal how to navigate the customer journey with foresight and finesse, ensuring that your clients feel heard, valued, and—most importantly—cared for without draining your precious resources. Then, we switch gears to celebrate the heartening bonds we forge with our clients.

Customer Journey 143

Customer Journey Customers Communication Insights 143

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . This manifests as not getting the resources, people, technology and tools they need to help actually deliver better experiences. Related: [Free Resource] CX Mission Statement Workbook.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

SEPTEMBER 26, 2023

Resources Mentioned: Join the Waitlist for the CXI® Flight School Article: Is Customer Experience Worth It? Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? This is the new age of customer experience, and we don’t want anyone to be left behind.

Loyalty 271

Loyalty Article Technology Customer Experience 271

Experience Investigators by 360Connext

OCTOBER 31, 2023

Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Learn from Jeannie as she guides us through the labyrinthine process of defining excellent customer experience, creating an effective customer journey map, and much more.

Customer Journey Mapping 264

Customer Journey Mapping Customer Journey Insights Customer Experience 264

Experience Investigators by 360Connext

FEBRUARY 13, 2024

Resources Mentioned: Experience Investigators Learning Center How a Service Code Empowers Employees to Deliver Exceptional Experiences Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Customer Expectations 143

Customer Expectations Customer Experience Management Loyalty Customers 143

BlueOcean

JANUARY 23, 2024

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. If you’ve never outsourced before, it’s tempting to look at that number and think, well, we can hire contact center agents at a much cheaper rate than that!

Contact Center 156

Contact Center Call Recording Call Center Customer Care 156

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Resources Mentioned: Experience Investigators Learning Center Learn more about CXI Flight School Want to ask a question about this episode – or another CX issue? Join us for a conversation that promises to empower your organization with AI while keeping the customer relationship at the core.

Innovation 143

Innovation Customer Relationships Interaction Brands 143

BlueOcean

MARCH 31, 2022

Companies of all sizes can benefit from workforce planning that puts exactly the right resources in place at the right time, doing the right things to deliver on an excellent customer experience. That’s what we’re talking about here – the role of repetitions and preparing for the possibilities in contact center management.

Contact Center 296

Contact Center Sports Management Customer Care 296

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many physical centers do you operate? How long have you been delivering AI solutions as part of your contact center services?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

BlueOcean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability. This is especially true for smaller, privately-owned companies.

Contact Center 177

Contact Center Government Measurement Document 177

Experience Investigators by 360Connext

JANUARY 30, 2024

Manager of Contact Center Sales for Verizon Business. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Prior to starting her CX adventures, she spent 15 years in Product Development, designing laser printing devices. Michelle holds 6 U.S.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

Experience Investigators by 360Connext

MARCH 26, 2024

Coresight Research) Meet New York’s Chief Customer Experience Officer (StateScoop) Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

2024 178

2024 Banking Advertising ROI 178

SAP Customer Experience

JANUARY 18, 2022

You want to transform your customer engagements with SAP Sales Cloud and SAP Service Cloud, but how can you ensure you get the best results? The good news is that you’re not alone in your journey from project kick-off to go-live. For nearly 50 years we have been supporting our.

Customer Experience 59

Customer Experience Sales Customer Engagement Engagement 59

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

BlueOcean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability. This is especially true for smaller, privately-owned companies.

Contact Center 156

Contact Center Government Measurement Document 156

Experience Investigators by 360Connext

JUNE 13, 2023

Related: Download the CX Charter Guidebook CX Center of Excellence A Customer Experience (CX) Center of Excellence is another strategic option for organizations. Unlike a standalone CX department, the CX Center of Excellence is not solely responsible for delivering customer experiences. There is no Center of Excellence.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Experience Investigators by 360Connext

JANUARY 16, 2024

Resources Mentioned: Jeannie’s LinkedIn Learning Courses CX Charter Guidebook CX Meeting Agenda & Guidebook Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Tune in and let’s move from talk to action in creating exceptional customer experiences.

Customer Experience 143

Customer Experience Leadership Customer Journey Loyalty 143

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Resources Mentioned: What’s a Service Code and How Do We Use It? Experience Action Podcast] Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Tune in to discover how you can transform your part-time workforce into customer experience superstars.

Culture 143

Culture Feedback Customer Experience Customer Service 143

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Line up the senior resources who will pay attention to the program on both sides of the equation.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

BlueOcean

JANUARY 30, 2024

What math should go into the business case around call center outsourcing costs? (Or Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !) Successful contact center outsourcers have deep expertise in forecasting, staffing, and managing for maximum efficiency.

Contact Center 156

Contact Center Insights Call Center Technology 156

BlueOcean

JUNE 10, 2021

We took a deep look at recent data published by Ryan Strategic Advisory , surveying more than 600 contact center decision-makers. What’s the Outlook for Contact Center Budgets? For contact centers, things got tight as many saw a sustained drop in contact volume. Where Are Companies Prioritizing Contact Center Investments?

Customer Care 156

Customer Care Contact Center Omnichannel 2020 156

Experience Investigators by 360Connext

DECEMBER 5, 2023

As we embark on this exploration, we draw inspiration from the likes of Amazon, Chewy, and Zappos, giants who have successfully integrated AI to create a human-centered experience on a mammoth scale. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Customer Relationships 143

Customer Relationships Insights Technology Customer Experience 143

Experience Investigators by 360Connext

OCTOBER 17, 2023

Resources Mentioned: Learn more about CXI® Flight School CX Mission Statement Workbook CX Success Statement Workbook Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Tune in, engage, and let’s revolutionize your member experience.

Customer Experience 143

Customer Experience Customers Engagement Connections 143

Experience Investigators by 360Connext

AUGUST 29, 2023

Resources Mentioned: YouTube: Jeannie Walters at Experience Investigators Get the Weekly Letter Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at www.speakpipe.com/experienceaction – and remember to follow her on LinkedIn !

Customer Service 143

Customer Service Customer Experience Customers Customer Centricity 143

Call Experts

OCTOBER 5, 2023

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. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105