BlueOcean

JUNE 21, 2016

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. Need some insight? Company Overview.

Contact Center 120

Contact Center First Call Resolution Training Culture 120

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? Here’s what we learned. 2: Serve before you sell.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Comm100

JULY 11, 2019

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.

Contact Center 117

Contact Center Chatbots Analytics Effort Score 117

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. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

Avaya

OCTOBER 7, 2016

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.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers?

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. If Gartner’s predictions ring true, contact centers have the opportunity to transform the enterprise to become the customer experience (CX) hub.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

NICE inContact

FEBRUARY 29, 2016

The contact center is truly the front line in this battle. They are making the move from three disparate premise systems which were inflexible, complex and difficult to administer with 600 agents located in six centers in North America, APAC, EMEA, and Latin America. Driving new business models.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

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

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Currently, customers can interact with the contact center via voice and chat channels.

Self Service 78

Self Service Virtual Agent Connections Contact Center 78

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

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? Here’s what we learned. 2: Serve before you sell.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. Self-service systems provide the answer. On average the number of calls to the contact center fall by over 30%, and emails by more than 50%.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

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

Vonage

MARCH 28, 2019

In 2016, Bain & Co. consumers want more human interaction when they contact the businesses they deal with. Some contact center software vendors today make a selling point out of technology that makes is easier to build IVRs. When their customers were asked, only eight percent agreed with them.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

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

Talkdesk

FEBRUARY 4, 2021

Talkdesk , the cloud contact center for innovative enterprises, and Salesforce , the industry’s leading CRM system, have been partnering since 2016 to not only meet but exceed customer expectations. Talkdesk offers the contact center as a service (CCaaS) industry’s deepest integration into Salesforce.

Contact Center 68

Contact Center Omni-Channel Touchpoint CRM 68

Magellan Solutions

MARCH 17, 2016

Magellan Solutions participated in FEU’s Alumni Placement Expo (APEx): Annual Job Fair 2016 on March 8, 2016 in Far Eastern University Makati. Since 2005, Magellan Solutions has been giving superior-quality contact center and other business process outsourcing (BPO) services to onshore and offshore companies.

Contact Center 40

Contact Center System Industry Strategy 40

Magellan Solutions

MARCH 7, 2016

Magellan Solutions participated in FEU’s Alumni Placement Expo (APEx): Annual Job Fair 2016 on March 8, 2016 in Far Eastern University Makati. Since 2005, Magellan Solutions has been giving superior-quality contact center and other business process outsourcing (BPO) services to onshore and offshore companies.

Contact Center 40

Contact Center System Industry Strategy 40

Michelli Experience

JULY 18, 2017

and, 3) What percentage of Americans answered “True” to the same question in 2016? drumroll please… In 1964 77% of respondents said “most people can be trusted” but only 31% viewed most others as worthy of trust in 2016 (thus causing my negativistic prediction about you today). The Findings. So the answers are….

Customer Experience 164

Customer Experience Contact Center Consulting Policies 164

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Meanwhile, 60% prefer a human being for a detailed inquiry over an automated system. Managing a successful inbound contact starts with reducing call volumes.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

NICE inContact

OCTOBER 3, 2016

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. Was it inadequate or difficult-to-use systems? This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. A remote visual communication platform enables customers to transmit images and videos of their claims to contact center agents for immediate incident assessment. According to the OECD Global Insurance Statistics , more than US $2.29

Insurance 116

Insurance Telecommunications Contact Center Video 116

Magellan Solutions

SEPTEMBER 27, 2021

Invoca, a call intelligence service, published a research in 2016 that found that 65 percent of the 50 million calls they studied had customers preferring to contact a business rather than dealing with online web forms, web chat, and email.

Call Center 97

Call Center Contact Center Poor Customer Service Wait Times 97

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

Calabrio

JUNE 23, 2016

According to Dimension Data’s 2016 Global Contact Centre Benchmarking Report , phone is rapidly declining in popularity among young customers who are trying to communicate with a business. So, any organization whose bottom line is directly impacted by customer experience must go digital, too.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

ijgolding

JULY 3, 2017

In a contact center, you can train your agents to anticipate the needs of customers and provide that additional useful information. The automated systems of useful information used on e-commerce sites can be a model for live representatives on how to provide the best possible level of service.

Contact Center 140

Contact Center Loyalty Call Center Customer Satisfaction 140

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?

Trends 49

Trends Customer Service Social Media Contact Center 49

NobelBiz

JUNE 29, 2021

These touchpoints are prioritized for analysis since they are a useful source of data for assessing the client journey and it works as follows: The Key role of Contact Centers The increased focus on digital channels and new communication technology allows for new methods to engage with clients.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Customer service is handled by 1,400 agents in three contact centers. The result? Sherlock has become the sole internal source for information. of staff use Sherlock every day 75.6%

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Tricia Morris

FEBRUARY 19, 2016

63% of executives say silos within the organization and a lack of integrated information systems are the two biggest obstacles standing in the way of improving the customer experience. In the Dimension Data Global Contact Centre Benchmarking Report , 75% of companies view customer service as a competitive differentiator (up 18% in two years).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

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.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

Call Center 49

Call Center Management Contact Center Customer Journeys 49

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Agents are hamstrung by systems that fail to give them sufficient information to respond quickly to consumers, or enough context and understanding to have meaningful conversations with them. Share this page on: Tweet.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48