BlueOcean

OCTOBER 23, 2023

(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?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

Contact Center 51

Contact Center Meeting Net Promoter Score Average Handle Time 51

Storyminers

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? New metrics. Here’s what we learned.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

BlueOcean

FEBRUARY 14, 2018

We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. That means we can expect that contact center agents will spend more time investigating these complex problems and reasoning their way towards solutions.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? Sure, they are common sense – but, unfortunately they are not always so common.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Bancorp Fund Services contact center.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Effort Metric Expanding. Companies will increasingly use “customer effort” as a key customer experience metric. Metrics to Action Realigning.

Trends 40

Trends Customer Journeys Customer Experience Leadership 40

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

JANUARY 31, 2018

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved. million contacts per year.

Metrics 40

Metrics First Call Resolution Customer Service Contact Center 40

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. The problem for brands is that traditional customer experience metrics tend to ignore the emotional part of a transaction. Define metrics, and create a benchmark linked to your key business objectives.

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 48

Provide Support

SEPTEMBER 6, 2016

Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable. Published in Provide Support Blog , 2016. Read more.

Contact Center 40

Contact Center Customer Service Analysis Software 40

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.

Sales 48

Sales e-support Contact Center Abandon Rate 48

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. The factors holding back emotional experience The problem probably stems from the fact that traditional customer experience metrics tend to ignore the emotional aspect of transactions. Share this page on: Tweet.

Loyalty 48

Loyalty Insurance Effort Score Contact Center 48

Eptica

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email. Share this page on: Tweet.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have). What can be built on and what new solutions will you have to deploy?

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. Emotion may seem more difficult to measure and respond to than more tangible metrics, but the use of linguistics can give brands the chance to differentiate themselves against competitors. Share this page on: Tweet.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. Avaya IP Office Contact Center enables a midsize business to offer web chat, email and voice as an integrated, multichannel customer interaction strategy.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Natalie Petouhof

FEBRUARY 28, 2016

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. Tweet Why is this announcement so important? Verint ® Systems Inc. What Does the Scorecard Include?

Innovation 40

Innovation Gamification Management Comparison 40

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. As the ICS research shows, failure to provide the right levels of service will quickly impact loyalty, revenues and brand reputation.

Consumers 48

Consumers Brands Social Media Contact Center 48

Talkdesk

SEPTEMBER 27, 2017

In fact, according to a study done by Accenture in 2016, 75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases or knows their purchase history. Second, having metrics on both sides of the conversation provides supervisors with individualized training opportunities.

Call Recording 40

Call Recording Contact Center Call Center Survey 40

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. Share this page on: Tweet.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

InteractionMetrics

JULY 22, 2019

For gauging how the contact center handles communication , statistically-valid analysis of call and email recordings is the best way to go. Journal of Patient Experience , Apr 2016. Centers for Medicare & Medicaid Services, Baltimore, MD. Journal of Medical Practice Management , Mar-Apr 2016. Accessed 7/15/19.

Survey 40

Survey Hospitality Healthcare Study 40

InteractionMetrics

JULY 22, 2019

For gauging how the contact center handles communication , statistically-valid analysis of call and email recordings is the best way to go. Journal of Patient Experience , Apr 2016. Centers for Medicare & Medicaid Services, Baltimore, MD. Journal of Medical Practice Management , Mar-Apr 2016. Accessed 7/15/19.

Survey 40

Survey Hospitality Healthcare Study 40

Stella Connect

JANUARY 30, 2017

Last month, at the National Retail Federation’s Big Show 2017 , we partnered with lululemon’s Guest Education Centre director Dave Pitsch to present “Lessons Learned from 2016 Holiday Shopping.”. Day after day, your store ops and contact center teams are emotionally connecting with your customers. It Strengthens the Brand.

Data 40

Data Retail Culture Contact Center 40

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Clarabridge

SEPTEMBER 21, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. NONE of these metrics instils a ‘customer experience’ mind-set.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

LiveChat

OCTOBER 31, 2019

Call center automation. Call centers are an important customer touch point. A streamlined contact center experience is critical to improving customer satisfaction scores. What was remarkable in 2016 is now only average. Automation can be used to add more personalization to the experience and reduce call-wait times.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

Comm100

AUGUST 21, 2018

One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Comm100

AUGUST 21, 2018

One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Stella Connect

APRIL 4, 2017

By January 2016, chat had overtaken email, 90% to 87%. Of course, to make your customers happy and transform your contact center from a cost center to a profit center, you have to do chat well. If chat isn’t a priority for your brand, or you don’t offer it, consider this. Why the shift away from email? Really well.

Study 40

Study Policies Comparison Ecommerce 40

Call Experts

JUNE 30, 2022

Also, we will discuss the benefits of outsourcing business process to a contact center to improve time management. Outsourcing to a contact center has many benefits , including time management and cost-effectiveness. When outsourcing, you’ll find the best contact center for your needs.

Tips 52

Tips Management Contact Center Social Media 52

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. With Stella Connect 1:1s, team leads have the ability to bring real-time, agent-level metrics directly into their 1:1 conversations.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Magellan Solutions

JULY 5, 2021

Speaking of start-up friendly BPO, Eastvantage will also help you establish the KPIs you need for your call center team. . You no longer have to be blindsided by the result of your outsourcing investment since you have metrics to go by. Until they begin taking partners in different regions in 2016. Technology- enabled.

Call Center 40

Call Center Company Omni-Channel e-support 40