Brad Cleveland Blog

MAY 9, 2024

After ICMI’s most recent Contact Center EXPO, I wrote a series of articles with reflections on the future of contact centers. I was recently reminded of them and thought I would share five thoughts from the first article.

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NobelBiz

APRIL 23, 2024

RELATED ARTICLE What is Omnichannel Customer Engagement & How to Immprove It Embracing Automation for Enhanced Efficiency Automation is revolutionizing the collections process, especially for low-balance accounts. This is why automation is especially transformative in contact centers.

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BlueOcean

JUNE 17, 2021

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. The challenging part of business continuity in the contact center is just how many variables there are.

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Contact Center Customer Care Measurement Report 177

BlueOcean

SEPTEMBER 11, 2019

Listen to the audio or read the article. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. For real, we’ve seen warehouse RFPs used to source contact center services…).

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COPC

SEPTEMBER 21, 2023

This article is the first in a series that aims to take on frequent issues related to performance improvement, simplify the topic and make it relatable, drawing connections to our industry and only afterward delving into the mathematical aspects. To understand that problem, let’s momentarily step out of the contact center world.

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MiaRec

JUNE 30, 2023

This article is for general informational purposes only. Contact centers have to follow compliance regulations to protect their customers’ data and avoid serious consequences, such as heavy fines and/or jail time. How can healthcare contact centers ensure they are HIPAA-compliant?

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BlueOcean

MAY 14, 2018

The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure. Sample Contact Center RFP Timeline.

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NobelBiz

SEPTEMBER 30, 2022

Using key characteristics in interaction to drive better outcomes makes it so specific, but how does it apply to the contact center world? The post VIDEO + ARTICLE: Data modeling and its application to contact centers appeared first on NobelBiz®.

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NobelBiz

APRIL 14, 2022

Having the proper tools and resources, mixed with the right amount of skilled individuals who are able to perform at a service level balancing quality vs quantity, will always result in a successful and effective call center. The post VIDEO & ARTICLE: A Holistic Approach to Contact Centers appeared first on NobelBiz®.

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TechSee

DECEMBER 3, 2019

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. They contain thousands of articles and to access the right one, an agent must answer Yes or No to dozens of questions related to product and issue symptoms.

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Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

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Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

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Contact Center Training Contact Center Software Strategy 79

BlueOcean

AUGUST 7, 2018

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process. Draft Your Contact Center RFP. Planning for 2019 already?

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Contact Center Effort Score Culture Fashion 189

NobelBiz

MAY 11, 2022

Consumerization of IT has shifted the way we use our devices at work and Jon touches on some general factors this applies to the contact center space. The post VIDEO & ARTICLE: Consumerization of IT and the implications for contact centers appeared first on NobelBiz®.

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Playvox

JUNE 28, 2022

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. This article will help guide the way.

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Contact Center Omni-Channel Tools Contact Center Software 84

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. This all leads to cost savings in your contact center. The lack of clear communication in the contact center can result in significant costs to a business over time. You’re lowering call volume.

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Contact Center Self Service First Call Resolution Case Study 136

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service).

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NobelBiz

FEBRUARY 19, 2021

Going into 2021, we can foresee a few things in the contact center space that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. The post VIDEO & ARTICLE: Top Contact Center Trends in 2021 appeared first on NobelBiz®.

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CSM Magazine

MARCH 26, 2024

Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. For example, a customer calls a call center because they are experiencing difficulties with a product they purchased.

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CX Accelerator

FEBRUARY 6, 2019

This could be anything from asking the customer what's next on their shopping list after helping to locate an item, to helping them set up their permissions once getting them logged in to an online profile, to attaching a knowledge base article for something the customer will run into during their first billing cycle.

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Contact Center B2C Ecommerce Knowledge Base 206

NobelBiz

DECEMBER 20, 2021

Call abandonment is a metric that may be used to assess a contact center's performance. Observing this key performance indicator allows you to identify and fix contact center flaws. In this article, we go unveil 5 ways to optimize and reduce your Call Abandonment Rate.

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NobelBiz

MAY 11, 2022

The shift to WFH and hybrid in the contact center space has brought a lot of variability in terms of equipment and the companies need to make sure that the agents have the right set of tool and capabilities. The post VIDEO & ARTICLE: Hybrid work and the proper tools for contact center agents appeared first on NobelBiz®.

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Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

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NICE inContact

JANUARY 17, 2019

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Here our are 8 Qualities of Effective Contact Center Agents. Reliability.

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Contact Center Self Service Knowledge Base Customer Confidence 137

NobelBiz

APRIL 5, 2022

Managing a contact center doesn't come without its challenges and risks. In this article we will talk about the top 10 risk factors for quality contact centers and how you can tackle them. The post Top 10 Risk Factors For Contact Centers And How To Tackle Them appeared first on NobelBiz®.

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Playvox

APRIL 12, 2022

There’s nothing more important than creating an optimal contact center schedule to ensure you and your agents have the structure you need to provide the best service possible. But have you taken the time to check that your contact center schedule isn’t doing more harm than good? What Is Contact Center Scheduling?

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Contact Center Tips Software Tools 81

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This short article by our friends at NICE shares four simple tips – and at least one, if not all four, are important.

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Customer Service Self Service Tips Contact Center 81

NICE inContact

NOVEMBER 28, 2018

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. When you transform contact center inefficiencies into proficiencies you are transforming money “wasted” into money saved.

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Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. When inbound chat volume quickly increases, as it often does in a crisis of any kind, your contact center can quickly become overwhelmed.

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Contact Center Chatbots ROI Knowledge Base 132

Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. When inbound chat volume quickly increases, as it often does in a crisis of any kind, your contact center can quickly become overwhelmed.

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Contact Center Chatbots ROI Knowledge Base 130

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

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Contact Center Policies Guidelines Average Handle Time 74

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. But disengaged agents create challenges in a customer service center. Keep contact center agents engaged and dedicated to delivering world-class customer interactions by implementing these best practices today.

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Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. Contact center solutions can dramatically change the way your organization operates and functions. Related Article: WFM ROI: Why You Need Workforce Management Software Now How Can Time Management Strategies Help Contact Center Agents?

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Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

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Contact Center Strategy Gamification Customer Satisfaction 52

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

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CSM Magazine

MARCH 11, 2021

Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. In this article, you can read about the good and the bad and decide based on what you learned. Call spikes are probably the biggest challenge that contact centers face. Scalability and Flexibility. Less control.

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