BlueOcean

APRIL 24, 2024

One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions.

Contact Center 156

Contact Center Policies Effort Score Government 156

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight.

Contact Center 240

Contact Center Tips Gamification Culture 240

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 Self Service Chatbots 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 Self Service Net Promoter Score Effort Score 74

Blake Morgan

NOVEMBER 7, 2023

                             What’s the future of contact centers in shaping customer experience and brand loyalty? Companies are increasingly recognizing the critical role that contact centers play in shaping customer perceptions and driving brand loyalty.

Contact Center 98

Contact Center Metrics Chatbots Customer Centricity 98

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. What are their feelings regarding the company? How loyal are they?

Contact Center 182

Contact Center Analytics Effort Score Net Promoter Score 182

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. What are their feelings regarding the company? How loyal are they?

Contact Center 174

Contact Center Analytics Effort Score Net Promoter Score 174

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. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? We want to make it easy for you.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

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 Report Gamification Healthcare 52

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight.

Contact Center 161

Contact Center Tips Gamification Culture 161

NICE inContact

SEPTEMBER 20, 2019

In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment.

Contact Center 159

Contact Center Call Recording ROI Report 159

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

BlueOcean

JUNE 6, 2017

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. Here’s what you need to know.

Contact Center 218

Contact Center Call Center Employee Engagement Employee Experience 218

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 How To 74

BlueOcean

AUGUST 7, 2018

You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) What companies are you inviting to participate in your RFP process? Draft Your Contact Center RFP. Planning for 2019 already? Shortlist Your RFP Participants.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

NICE inContact

JUNE 19, 2019

Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons. The results: agents who are empowered, more engaged, and more productive.

Contact Center 136

Contact Center Groups Fashion Call Center 136

TechSee

MAY 18, 2022

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. How to Calculate Contact Center Occupancy Rate. Why is Occupancy Metric Important?

Call Center 109

Call Center Contact Center Self Service Multi-Channel 109

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. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Training Chatbots 84

TechSee

DECEMBER 9, 2020

Best of all, RPA robots don’t take extended lunch breaks or expect any company perks. One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. The Potential Value of RPA in Call Centers. Tip 2: Communicate the changes to the agents.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

CX Accelerator

FEBRUARY 6, 2019

Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! I think this is because we're an email/chat only company, not via phone. So we paused their campaigns but also saw they were getting some clicks for a different company. How do you metric-ize this?

Contact Center 206

Contact Center B2C Ecommerce Knowledge Base 206

NICE inContact

OCTOBER 25, 2019

It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. With CXone, Bridgevine’s contact centers are now unified and have immediate and complete reporting.

Contact Center 121

Contact Center Net Promoter Score Contact Center Software Customer Satisfaction 121

NICE inContact

JANUARY 17, 2019

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Many companies, especially those with no brick and mortar presence, are in this very position. Contact center agents have a significant impact on customer experience and thus the bottom line.

Contact Center 137

Contact Center Self Service Knowledge Base Customer Confidence 137

Storyminers

JULY 7, 2020

The more adaptive companies will excel at keeping pace with their customers’ changing needs. What’s the most important thing contact center managers should prepare for in 2017? At most contact centers, there will be several waves of change within the 2017 calendar year. Can SaaS companies make these changes easier?

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

NICE inContact

OCTOBER 10, 2018

In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. It is tempting to wait to establish a metrics set until changes have already started happening.

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Strategy Gamification Customer Satisfaction 52

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. What’s worse, without customer experience metrics in place, is that you won’t know until it’s too late.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

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 Study Feedback 78

Blake Morgan

JUNE 13, 2023

      Most companies understand the importance of their frontline workers interacting with customers daily. At JetBlue Travel Products, the contact center is in the middle of everything the company does–literally and figuratively. They want to work with companies they can trust have their needs in mind.

Contact Center 59

Contact Center Strategy Travel Customer Confidence 59

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

Blake Morgan

OCTOBER 24, 2023

                           Customer service is a big part of the customer experience, and the contact center is a critical focal point for direct interaction with customers. One of the biggest things Brad has noticed in his career is that contact centers are often underfunded and under-appreciated.

Contact Center 52

Contact Center Customer Experience Comparison Resources 52

Call Experts

FEBRUARY 24, 2022

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. A business process outsourcing can be the perfect fit for your company if you need more than one support channel. . Many companies migrate to BPO contact centers for their customer service needs.

Contact Center 105

Contact Center Call Center How To Multi-Channel 105

BlueOcean

JUNE 21, 2017

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. Start with the Basics.

Contact Center 174

Contact Center Tips Culture Call Center 174

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74