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.

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.

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.

Contact Centers aren’t Ready for Omnichannel

Calabrio

The potential of “omnichannel” when it comes to contact centers is undeniable. Once the Internet came about, that human connection fragmented, and companies found adding a single online communication channel to their legacy call center operations to be a challenge.

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?

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.

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.

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.

[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.

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.

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.

The Philippine Call Center Industry: A Brief History

Magellan Solutions

As a sub-sector of the business process outsourcing (BPO) industry, call centers in the Philippines remain as a major contributor of the country’s economy. But like any success stories, call centers in the Philippines began in humble form before it reached its glorious status today.

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.

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.

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.

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.

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

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!

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

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).

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.

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.

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.

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?

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.

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.

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.

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.

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.

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.

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.

What Gets Measured Gets Improved (Contact Center Monitoring + Includes Sneak Peak at Zappos Monitoring Form)

Myra Golden

How often do we monitor calls and give agents feedback? Quality assurance monitoring in a call center needs to take place a minimum of weekly. What Gets Measured Gets Improved. In 2015 I lost 22 pounds. While working on getting my weight down I hopped on the scale every morning.

Contact Center Training Events with Myra Golden

Myra Golden

August 10, 2016 1:00pm ET – 2:00pm ET. Employees will walk away from this workshop with specific Aikido techniques and tactics to create calm, take control of the call, defuse anger and move the call to closure. August 10, 2016 1:00pm ET – 2:00pm ET.