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Can You Train Contact Center Agents in Empathy?


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


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


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.

Avoid These Roadblocks to Achieve a High Performing Contact Center


inView™ is a revolutionary performance management system engineered by call centers for call centers. Learn how inView™ can drive agent engagement and visibility into your contact center. Every day we go to work with the objective of helping our companies improve. Each day is shaped by the goal of success. If there is low performance, improvement is scarce.

5 Reasons Why Your Contact Center Needs Speech Analytics


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?

How Top Performing Contact Centers Will Own 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? A. Speak with them regularly (not only through surveys and contact center calls).

Your Contact Center Superhero


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.

6 Keys to Successful Contact Center Technology Change Management


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.

One-Page Journey Mapping for Contact Centers


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. Not enough time to set aside”. Want to learn more?

Omnipresent Contact Center Agents in the Age of Instant Gratification


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


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


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


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.

Employee Empowerment in the Contact Center

Customer Interactions

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

7 Ways to Limit Contact Center Turnover

Customer Interactions

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.

Are Your Contact Center Agents Empowered to Provide Great Customer Service?


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? 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.

Managing your digital contact center

Customer Interactions

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

Customer Journey Mapping in the Contact Center


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?

Smaller Contact Centers Realize Unique Benefits

Customer Interactions

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

Three Reasons Your Contact Center Needs to Go Digital


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


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


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.

Why the contact center is dead

Customer Interactions

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


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

Leading the Way in Contact Center Intelligence


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 Asking for Contact Center Pricing Shouldn’t Be Your First Question


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.

2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader


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.

3 Ways to Get Quality Contact Center Monitoring Right

Myra Golden

Call Center Webinars Contact Center Quality Monitoring Customer Experience Design Quality Monitoring Call Center Monitoring Call Center Monitoring Form Sample Quality Call Monitoring Quality Contact Center Monitoring Sample Quality FormThe entire plan was benched. This, friends, is a really good example of how not to do a quality monitoring plan.

Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

Contact centers are working to address this growing and changing channel use. According to Dimension Data’s 2015 Global Contact Centre Benchmarking Report which surveyed 901 contact centers across 72 countries, more than half are now multichannel ones managing at least eight different forms of contact methods. More than half (52%) do not share customer intelligence outside of the contact center. The post Wanted: Customer Service Change Agents for Contact Centers appeared first on Parature. Customer preferences are changing.

For 2017, Resolve to Maximize Your Contact Center Technology Investments


Contact Centers Workforce Management Workforce Optimization Customer Service Customer Experience customer engagement optimization Customer journeys Call Centers contact center workforce optimization Technology Adaptive IVR IVR customer engagementHow can organizations start to think more strategically in the New Year about maximizing their technology investments?

It’s Not Enough to Focus Only on Contact Centers


For more than 25 years, when it comes to investing in—and improving—customer service, organizations have focused most of their resources on the front-end contact center operations. These practices have delivered significant benefits of cost reduction, better customer service and employee satisfaction in contact centers.

Are Your Bad Sleep Habits Ruining Your Contact Center Career?


In the contact center business, empathy is our bread and butter. Check out our Canadian call center jobs to find a great career path ahead of you. The post Are Your Bad Sleep Habits Ruining Your Contact Center Career? Call Center Agents Patty IsnorHumor us for a moment and set down that mug of steaming coffee before you keep reading. So what gives?

Flipping the Switch on Video in the Contact Center

Think Customers

Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Emerging Trends contact center preparedness customer engagement strategiesLast week at Enterprise Connect , one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Depending on how companies go about deploying video communication technologies, some of the challenges that have impeded adoption is the high amount of bandwidth consumed by video as well as cost constraints.

“We Choose You. Now What?” Navigating The First 90 Days with Your Contact Center Partner


But he went ahead anyway. (We’ll be celebrating nine years as their contact center partner soon…). That’s why you want to make sure the first 90 days with a contact center partner set both of you up for long-term success. Day 0 to Day 30 with Your Contact Center Partner. From the moment you award the contract for contact center services to a new partner with those clearly articulated metrics in place, the most important consideration is how the transition will impact your customer experience strategy. Contact Center Outsourcing

Guest Post: Springtime Renewal in the Contact Center


And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. Workforce turnover issues continue to be a problem for the contact center industry and undoubtedly confound any contact center’s efforts to provide an optimal customer experience.

[eBook] The 2016 Contact Center Buyer’s Guide


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.

Nine Myths to Debunk for a Data-Powered Contact Center


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. percent. Decreased their customer care costs by 6.3