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70 Customer Care RFP Questions (An Updated List + RFP Template)

BlueOcean

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How long have you been delivering AI solutions as part of your contact center services?

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3 Practical Ways AI in the Contact Center Gets Real

Comm100

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience.

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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. Writing Your Contact Center RFP Questions.

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New Research Confirms – Honey Preferred Over Vinegar, Part One

NICE inContact

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. Sure, some of those registered, but all paled in comparison to the number one challenge… the customer.

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5 Changes In The Call Center Outsourcing Philippines Post Pandemic

Magellan Solutions

In recognition of this threat, in 2016 the IT and Business Process Association of the Philippines (IBPAP) unveiled Roadmap 2022. This is in comparison to just 53% in 2016. Contact centers expect a revenue growth of between 3.3% This is in comparison to that of the pre-pandemic assessments predicted.

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2022 Latest Report: Statistics on the Philippine BPO Industry

Magellan Solutions

Technological advancements may slow the growth of some low-end services, perhaps lowering the required manpower from 525,000 FTEs in 2016 to roughly 482,000 FTEs by 2022. The number of mid-skilled jobs is expected to increase from 452,000 FTEs in 2016 to 840,000 FTEs by 2022. percent from 2016 to 2022 hitting US$ 38.9

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Innovations in Performance Management: Verint’s Workforce Optimization

Natalie Petouhof

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. How do peer comparisons map and trend? Tweet Why is this announcement so important? Verint ® Systems Inc.