Five Tactics to Retain Your Top Call Center Agents

NICE inContact

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Another effective tactic for recognition within a call center is to have wallboards that display leaders of challenges, agent birthdays, and agent spotlights. Avoiding job boredom in the contact center is crucial to keeping them around.

5 Strategies for Improving Call Center Coaching Sessions

NICE inContact

Every contact center manager wants a team of agents that perform at optimum levels. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. While every manager has his or her own unique communication style, it’s worthwhile to take note of some successful call center coaching strategies. If your contact center records calls, find an exact interaction to illustrate your position and play it back for the agent.

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14 Critical Call Center Metrics You Should be Tracking

NICE inContact

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.

[eBook] The 2016 Contact Center Buyer’s Guide

BlueOcean

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.

eBook 156

A Quick Guide to Comparing In-House Vs. Outsourced Contact Center Costs [Slideshare]

BlueOcean

Your contact center goals are to achieve cost-effectiveness and efficiency while also delivering exceptional service experience to your customers. A Quick Guide to Comparing Call Center Costs from Blue Ocean Contact Centers.

Your Contact Center Superhero

Calabrio

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. Profile of a Contact Center Superhero.

Avoid These Roadblocks to Achieve a High Performing Contact Center

NICE inContact

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.

6 Keys to Successful Contact Center Technology Change Management

NICE inContact

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. Call Center Best Practices Contact Center Management Customer Experience

Omnipresent Contact Center Agents in the Age of Instant Gratification

NICE inContact

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.

What are Bank Contact Centers Doing Right?

NICE inContact

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right?

Are Your Bad Sleep Habits Ruining Your Contact Center Career?

BlueOcean

In the contact center business, empathy is our bread and butter. We go to great lengths to reduce this stress, but call volume spikes and peak seasons – even as carefully as we predict, plan for, and respond to them – are a strain on our agents, coaches, and managers.

What HR Wishes WFM Knew About Call Center Employee Experience

BlueOcean

Put your hand up if you grew up wanting to be a call center agent. That’s why we’re so dead-set on defying that stereotype and creating an excellent call center employee experience. They need to meet forecasted call volumes in the most efficient manner possible.

Why Build a Contact Center Instead of a Call Center?

Win the Customer

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 billion in 2016 to $15.67

Top 5 Tips to Motivate Contact Center Agents

Calabrio

Your contact center agents are your company’s face to the outside world. It takes a special mindset to field complaints and calls, day after day. It’s not as hard as you might think to keep your contact center agents happy, motivated and committed.

51 New Contact Center RFP Questions

BlueOcean

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision.

Guest Post: Springtime Renewal in the Contact Center

Calabrio

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. We asked them to choose the one issue that was the most important to them going into 2016.

Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair.

How to Get Actionable Insight from your Contact Center Reporting

BlueOcean

It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. Contact Center Reporting

3 Methods to Capture the Promise of Technology in Call Center BPO Offerings

TechSee

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). The post 3 Methods to Capture the Promise of Technology in Call Center BPO Offerings appeared first on Techsee.

Your Contact Center is a Hotbed for Customer Engagement: Here’s Why

Calabrio

Therefore, having a strong customer engagement strategy is key to long-term growth and success, and a solid program starts with the contact center. Now, imagine the opportunity that lies within your contact center if you improve customer engagement – even incrementally. The customer engagement opportunity reinforces the importance of every phone call, email, or chat session. Contact center information should never stay within the walls of the department.

Using Call Center Teams & Data to Support Outbound Sales

BlueOcean

Making the business case for outsourcing customer service to a contact center partner can be relatively straightforward when C-Suite decision-makers are weighing in-house versus outsourced options. The post Using Call Center Teams & Data to Support Outbound Sales appeared first on.

So You Finally Chose a Contact Center Outsourcer. What Next?

BlueOcean

So you made it through the contact center RFP process and your selection team made their final choice. Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? Call Volume Forecasting Process.

What are Bank Contact Centers Doing Right?

NICE inContact

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right? Customer Experience Multi-channel Contact Center Trends & Insights

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

BlueOcean

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.

The Cloud in 2016: What’s Driving Adoption Now

NICE inContact

The contact center is truly the front line in this battle. The majority of these caregivers will work remotely from their own offices for care centers in this revolutionary protocol for disease management.

IMP Customer Care Becomes Blue Ocean Contact Centers

BlueOcean

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.

Call Center Outsourcing 2017 Mid Year Report

Magellan Solutions

The beginning of the year 2017 made some stakeholders in the outsourcing industry, notably call center outsourcing , a little concerned. Call Center Industry Not Affected. out of the total outsourcing service contracts in 2016. Contact us now!

Why Investors Are Attracted To The Philippine Call Center Industry

Magellan Solutions

Two decades after the first call center started its operation, the call center industry has flourished and developed into one of the top targets of foreign companies investing in business process outsourcing (BPO).

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

NICE inContact

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. Stop by SpiceCSM’s booth at the 2016 inContact User Conference on October 11-13 in Orlando, Florida.

Transform the Customer Experience with an Intelligent Contact Center

Avaya

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.

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

BlueOcean

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. One of our clients told us that he has been involved in launching dozens of contact center programs during his career and that Blue Ocean had the best managed implementation he had ever witnessed.

Making the change from call center to contact center

Eptica

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Call centers have now evolved into contact centers, covering all aspects of customer engagement, across every channel.

Pros and cons of locating your call center in the Philippines

Magellan Solutions

On our Quora profile , we get lots of questions about outsourcing, call centers, and BPOs everyday. Here are some of the pros and cons of locating a call center in the Philippines as opposed to other countries: Pros: Accent – The Philippines is now No.

Three Ways to Ramp Up Contact Center Quality Assurance

Calabrio

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. Here are three ways your call center can improve quality assurance through analytics. Are the right applications being used during a call?

My Agent eXperience Selected as 2016 Customer Product of the Year

NICE inContact

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Please watch our MAX video to find out how you can streamline contact center interactions.

Blue Ocean Contact Centers Adds New Talent to Growing Business Development Team

BlueOcean

Blue Ocean Contact Centers, a member company of IMP Group Limited, supporting top tier global brands from four centers in North America, is expanding their business development team with several key additions. Stephanie brings deep experience contact center world.

New Integration: inContact Agent for Oracle® Service Cloud

NICE inContact

It’s a general finding in the contact center industry: customers are growing more exigent. Your agents can use an interface they are familiar with to handle contacts, which reduces the need for training and declutters the agents’ desktop.