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 many physical centers do you operate? What languages do you currently support? For remote training?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

NobelBiz

MAY 7, 2024

Call centers are constantly facing the challenge of maintaining high efficiency while adhering to strict regulatory compliance. This gap has paved the way for hybrid dialer solutions, which integrate seamlessly with existing call center technology to offer the perfect blend of automated and manual dialing capabilities.

Call Center 52

Call Center Self Service Wait Times System 52

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

Contact Center 105

Contact Center Call Center Self Service System 105

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency. Continue below to learn more.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up. Read on to learn why.

Contact Center 204

Contact Center Training Call Center How To 204

NICE inContact

APRIL 9, 2019

“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls. For this reason, most contact centers record their agents’ calls.

Contact Center 139

Contact Center Call Recording Policies Software 139

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

NobelBiz

MARCH 26, 2024

Table of Contents What Is Customer Experience Automation (CXA)? CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. This powerful tool serves as the cornerstone, revolutionizing the way your contact center operates.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. What’s the difference between a result and an outcome? Instead of just looking at the hard numbers, examine what kinds of process changes need to take place for long-term success. Unleash and Unburden Your Employees.

Engagement 246

Engagement Contact Center How To Metrics 246

NICE inContact

OCTOBER 8, 2019

Before modern avionics, pilots set a fixed point on the horizon and flew their planes using a center stick and right and left rudder pedals. Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. So, how do you obtain KPI benchmarks?

Call Center 136

Call Center First Call Resolution Contact Center Course 136

NICE inContact

JANUARY 22, 2019

There is a growing discussion among contact center managers about how to implement effective, KPI-based reporting. This conversation is being driven by contact center modernization and a realization that the old “art” of call center management is giving way to the new “science” of contact center management.

Contact Center 136

Contact Center Report Call Center Metrics 136

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Management Competency. Experience on the Frontline.

Contact Center 130

Contact Center Leadership Training Technology 130

Uniphore

NOVEMBER 16, 2021

More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Uniphore

JUNE 15, 2021

Call Center Life. Your Call Center Is a Glass House. You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? For contact center and customer experience leaders, the stakes have never been higher. High Stress.

Call Center 162

Call Center Social Media Contact Center System 162

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

Call Center 59

Call Center Self Service Software Contact Center 59

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. Leadership.

Call Center 76

Call Center Leadership Contact Center e-support 76

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

Lumoa

FEBRUARY 7, 2023

In This Article: What is the Voice of the Customer (VoC)? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? Examples of VoC There are so many different ways customers can share information about what they want.

Analysis 423

Analysis Data How To Customer Centricity 423

Steve DiGioia

MAY 2, 2022

So, what can pro wrestling teach us about customer service? They know what their fans want, and they do their best to give it to them. But they can also tell when the audience is getting bored or tuning out of their performance. Think, “ What would I want if I was the customer?”. Ok, ok, so I’m a wrestling fan.

Customer Service 328

Customer Service Entertainment Sports Social Media 328

NICE inContact

SEPTEMBER 13, 2019

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources.

Contact Center 136

Contact Center Call Center Analytics Trends 136

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

Beyond Philosophy

JULY 13, 2021

Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. This trampoline story is a classic example of what can go wrong when you outsource part of your Customer Experience.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167

SuiteCX

JANUARY 29, 2021

Centers of Excellence are popping up all over the place in the corporate world. What does that term even mean? How do you know you are not only excellent, but at the center? Two employees were ready to report to me on day one: a seasoned program manager and a customer advocate. Who do you bring in? Who do you leave out?

Customer Journeys 162

Customer Journeys How To Insurance Call Center 162

NICE inContact

JUNE 5, 2019

Just calling to let you know your results came back and your levels are too high. What if you got a message like this from your doctor’s office after anxiously awaiting test results? What should I do to correct them? So how can you effectively “treat” your contact center with invaluable coaching medicine?

Contact Center 136

Contact Center Average Handle Time Exercises Interaction 136

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Continue below to discover the call center KPIs that are commonly measured to ensure consistent quality.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

Horizon CX

MARCH 19, 2022

So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? But I digress, that’s another topic for another blog. For example, when issues arise that cannot be managed online or through a chatbot, contact by phone may be the only viable option.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

NICE inContact

FEBRUARY 21, 2019

In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace. Impressively, chat agents are now so efficient, they’re also taking calls—more than 18,000 last year!

Customer Satisfaction 138

Customer Satisfaction Abandon Rate Contact Center Wait Times 138

Comm100

MARCH 21, 2023

The average turnover rate for call center employees is around 30-45% per year , which is higher than all other occupations. This lets customers reach out on their preferred channel – live chat, email, phone, SMS, or social media – while making it easy for teams of any size to manage every query.

Self Service 174

Self Service Customer Service Strategy Omni-Channel 174

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. What is Customer Service Coaching?

Customer Service 98

Customer Service Training Exercises Feedback 98

NICE inContact

OCTOBER 23, 2019

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives.

Contact Center 121

Contact Center Analytics Call Center NPS 121