Can You Train Contact Center Agents in Empathy?
FEBRUARY 8, 2017
We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. That makes us curious: can you train contact center agents in empathy? We decided to explore how we can reinforce empathy in contact center agents. It must go deeper.
Speech Analytics: Changing the Game for Contact Center Technology
JUNE 30, 2016
For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. In the past, organizations have relied on humans (i.e., You Still Need Analysts.
Growing Your Contact Center Culture
AUGUST 23, 2016
While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. Most contact centers fall somewhere in the middle ground. As a contact center leader, where do you start that process? Is the environment in your center dark and gloomy? Till Your Land.
Navigating Generational Differences in the Contact Center Workforce
FEBRUARY 21, 2017
What makes a great contact center agent isn’t as easy to define as you might expect. Yes, they need to be great communicators and they need to have the chops to navigate call center systems and software in their sleep, but the best skills and personality traits differ from agent to agent, depending on the brand, the type of customer service, and the specific support channel.
5 Reasons Why Your Contact Center Needs Speech Analytics
MAY 10, 2016
Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. While every business has differences, there are some key benefits of speech analytics that can be useful for your contact center no matter what it’s function. Or are there? Why is your customer calling?
Contact Centers aren’t Ready for Omnichannel
OCTOBER 4, 2016
The potential of “omnichannel” when it comes to contact centers is undeniable. Your customers prefer different modes of communication—phone, email, chat, social media… Let them choose how they connect with and receive support from your contact center agents, and you score high for ease of doing business, right? Blog post: Top 5 Tips for Motivating Contact Center Agents.
Your Contact Center Superhero
OCTOBER 6, 2016
Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. But for customer-centric organizations, the term “contact center superhero” is an accurate—and multi-faceted—description. Profile of a Contact Center Superhero.
How Top Performing Contact Centers Will Own 2017
JANUARY 24, 2017
We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. 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.
Weighing the Pros and Cons of Cross-Trained Contact Center Agents
FEBRUARY 28, 2017
One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? Say you’ve been charged with putting together an RFP for contact center services. Or, can a contact center outsourcer put together a program that takes care of all three priorities effectively?
Crush Contact Center Silos to Improve the Customer Experience
MARCH 15, 2017
Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold. But your contact center agents interact with your customers every day. By Lorraine Schumacher.
6 Keys to Successful Contact Center Technology Change Management
DECEMBER 14, 2016
Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Contact center solutions , like those offered by inContact, directly contribute to increased efficiency, improved customer satisfaction, and much more. Depending on the type of change, some contact centers see a temporary drop in performance while agents adjust to new tools, processes and ways of working.
Contact Center Execs: 5 Pains Keeping You Up at Night
MARCH 17, 2017
No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be closer than you think.
One-Page Journey Mapping for Contact Centers
MARCH 24, 2016
I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. The post One-Page Journey Mapping for Contact Centers appeared first on inContact Blog. Best Practices Contact Center Management Customer Experience General Trends & Insights CEU Channels Contact Center Customer Journey Improve Customer Experience inContact Journey Mapping Omnichannel WebinarWith over 230 people in attendance, there were great conversations and a lot of interest on this topic. No one knows how to do it”. Want to learn more?
Omnipresent Contact Center Agents in the Age of Instant Gratification
SEPTEMBER 6, 2016
As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center. When the realtors are in the office, they are in some sense like a contact center agent.
5 Helpful Contact Center Tools for Managers
APRIL 13, 2016
The same is true of any industry including contact centers. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Here are five helpful tools that can solve common contact center issues and provide a better service. Do you know which topics or issues come up the most during calls in your contact center? Knowing this information can help you be prepared with better training and coaching that reflects your center’s needs.
inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant
OCTOBER 28, 2016
For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. In fact, we are the only cloud contact center software provider to be recognized as a leader by the 5 leading analyst firms: Gartner, IDC, Ovum, Frost & Sullivan, and DMG. They also benefit from being able. Integrations are Key.
Transform the Customer Experience with an Intelligent Contact Center
OCTOBER 7, 2016
The evolving demands of digital-savvy customers have a deep impact on the contact center. While these channels provide customers with the information they need, the contact center remains a predominant channel for customers to seek support when they truly need something done. In short, the contact center of today must be demand based and software driven.
How Contact Center Customer Experience Will Evolve in 2017
MARCH 23, 2017
Contact centers will continue to evolve and improve as the need for better customer support continues to grow. This year, you can expect contact centers to be highlighted by: Total Voice Ownership. Taking complete command of a contact center’s voice infrastructure will be how companies utilizing contact center centers will gain an intelligent edge.
Employee Empowerment in the Contact Center
NOVEMBER 16, 2016
In the contact center, technology has been a key enabler of employee empowerment. Agents and managers alike are benefitting from the ever-growing capacity to customize schedules, develop new on-the-job skills, and view personal performance indicators
Talkdesk vs. Five9: Contact Center Software Review
MARCH 9, 2017
When it comes to making a decision about which contact center software to use for your team, the choice often comes down to two different solutions. Recently, G2 Crowd reviewed the contact center software industry, collecting reviews from individual users and synthesizing the results into overall ratings. Call Center Talkdeskout of 5-star rating. stars. Setup.
7 Ways to Limit Contact Center Turnover
NOVEMBER 21, 2016
There’s good news, though: Smaller contact centers typically have lower turnover rates than those with more than 500 employees Turnover is a fact of life in the business world – one that can be expensive, disruptive and detrimental to team morale. The smaller the organization, the larger the overall effect turnover can have.
Customer Journey Mapping in the Contact Center
OCTOBER 10, 2016
But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. Customer Journey Mapping in the Contact Center. Need a contact center partner who gets it?
Managing your digital contact center
AUGUST 22, 2016
We are in an age of computing evolution. IDC has talked for many years about the ongoing shift in the ICT industry, where we see a new platform that enables organizations to adopt new innovations and create continued growth. IDC calls this the 3rd Platform
Are Your Contact Center Agents Empowered to Provide Great Customer Service?
DECEMBER 12, 2016
When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service? I would argue that the outcome of the customer interaction – specifically the level of effort and the resolution – has very little to do with the agent, and everything to do with the processes and empowerment culture of the contact center.
Blue Ocean Contact Centers Wins Bronze Stevie® Award in 11th Annual Stevie Awards for Sales & Customer Service
MARCH 1, 2017
Canadian Contact Center Recognized Alongside Top International Sales and Customer Service Organizations at Las Vegas Award Ceremony. Blue Ocean Contact Centers, an outsourced Canadian contact center providing high quality solutions for complex customer care requirements, won the Bronze Stevie® Award in the Customer Service Team of the Year – Recovery Situation category at the 11 th annual Stevie Awards for Sales & Customer Service. This award marks the first time Blue Ocean Contact Centers has received recognition from the prestigious Stevie Awards.
Smaller Contact Centers Realize Unique Benefits
NOVEMBER 9, 2016
Small is Beautiful: Small and mid-sized contact centers (those with 50-200 agents) benefit from unique advantages over their larger counterparts. Smaller centers are able to more easily empower agents and satisfy customers through coaching, strong relationships, a holistic view and the human touch
Driving Employee Engagement in Today’s Contact Center
MARCH 22, 2017
However, millennials who work in a contact center may have an entirely different experience. Contact Centers Customer Satisfaction Customer Service Customer Experience customer engagement optimization employee engagement Call Centers employee productivity Unified Agent Desktop process improvement customer engagement customer focus
Why Asking for Contact Center Pricing Shouldn’t Be Your First Question
JUNE 7, 2016
That’s why when you’re searching for a new contact center outsourcer, one of your first questions is about pricing. Although we understand the motivation behind that question, we believe that contact center pricing should never be your first concern in your search for a new partner. All these questions and more should take priority over getting a call center quote.
Three Reasons Your Contact Center Needs to Go Digital
APRIL 20, 2016
When you close your eyes and imagine a contact center, what do you see? If you saw the second scene, welcome to the digital age – and new reality – of the contact center. As companies increasingly adopt an omnichannel approach to customer engagement, new levels of importance are being placed on the contact center’s ability to analyze the data coming from every channel.
Finally… A Contact Center for the Digital Era
OCTOBER 11, 2016
What’s needed is the re-invention of the contact center for the digital era. This is a contact center for the digital era. Companies want a single solution with best-in-class flexibility that gives them the ability to: Drive adoption of self-service channels by seamlessly linking these into the contact center to deliver an omnichannel multi-touch experience.
Fulfilling the Digital Prophecy: Contact Centers Face A New Reality
AUGUST 10, 2015
Paul is a regular contributor to the CX industry press and a frequent speaker on issues associated with the contact center industry. London Conference Contact CenterToday on the Satmetrix blog we are featuring a guest post from By Paul Scott, Senior Director Customer Experience Consulting, Merchants Limited.
Leading the Way in Contact Center Intelligence
JULY 23, 2015
What is an Intelligent Contact Center? In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc. It’s incredibly common for a contact center to use different solutions to manage and work phone contacts, chat, email and social media.
Why the contact center is dead
MAY 23, 2016
And the contact center, with its special position, seated at the crossroads of customers, channel and employees, has been leading the customer service evolution for decadesCustomer service organizations have always been in a continuous struggle to respond to the ever-changing landscape of customer expectations. No other industry has had to adapt and evolve more quickly to the new era of the empowered consumer, the growing number of communication channels and the challenges of the new millennial employee.
IMP Customer Care Becomes Blue Ocean Contact Centers
MAY 17, 2016
IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. Bathurst job seekers looking to submit applications to Blue Ocean Contact Centers can drop off a résumé at the Bathurst office. About Blue Ocean Contact Centers. Blue Ocean News News
The Intelligent Contact Center in Action
MARCH 8, 2017
The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers?
2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader
MARCH 22, 2016
Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In addition to an assessment of the leading contact center vendors, the IDC MarketScape identified some important trends in the larger customer service market. Delivery Model. Scalability. Portfolio of Benefits Delivered.
[eBook] The 2016 Contact Center Buyer’s Guide
JUNE 29, 2016
If you’ve landed on our website, chances are you’re somewhere in the buying cycle for contact center services. From customer service support and roadside assistance to tech support and more, we’ve built the expertise you need when you’re considering outsourcing your call center team. Here are the topics we’ll cover: How to Calculate Call Center Outsourcing Costs.