RFP Questions to Ask About AI in the Contact Center


You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Looking for more contact center RFP questions?

Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!


While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care.

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The Fundamental Guide to the Contact Center RFP


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. Planning for 2019 already?

The Ultimate List Of Call Center Services In The Philippines

Magellan Solutions

Call center services in the Philippines cater to different business needs. There are common services such as customer service, technical support, sales, and lead generation. Fundamentally, call center services are divided into two categories: the inbound and the outbound.

Are You Using 1999 Metrics to Measure 2019 Customer Care?


It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e.

Contact Center AI – What’s out there?


Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly.

IMP Customer Care Becomes Blue Ocean Contact Centers


IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. About Blue Ocean Contact Centers. IMP Customer Care devient Blue Ocean Contact Centers.

11 Contact Center Technologies to Boost Customer Satisfaction


According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Customers appreciate: Being provided with a smooth experience across multiple channels.

3 Methods to Capture the Promise of Technology in Call Center BPO Offerings


After all, if your fees are based on headcount, then introducing labor-saving technologies (AI powered in particular) into a customer’s operations can negatively affect your bottom line. Customer-Driven Opportunity.

The Contact Center of the Future in the Distributed Workforce Era


As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. In fact, the global Contact Center as a Service (CCaaS) market is projected to expand to USD 24.11

Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair.

Top 10 Things to Assess on Your Contact Center Vendor Site Visit


Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. The pace of change in the contact center industry is mind-blowing.

Artificial Intelligence is Transforming Customer Care

NICE inContact

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

SUPER AGENT – Saving the contact center with AI


Take a peek into the latest issue of Super-Agent and see how he is using Artificial Intelligence to save the contact center: There is pandemonium at the Contact Center. Customer care costs are increasing, agent turnover is growing and customer churn is at its peak.

2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Cloud contact center deployments that began in customer care may have been extended to other business areas.

Overcoming The Most Persistent Contact Center Challenges

Integrity Solutions

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. Top Contact Center Challenges. Empowering Your Contact Center Managers to Act.

Computer Vision in the Call Center – The New CX Frontier


Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants.

How will Visual Engagement Impact Your Contact Center? The KPI Deep Dive


Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls.

Everything You Need To Know About Call Center Outsourcing

Magellan Solutions

Outsourcing a call center is a promising idea, especially if you want to lower costs. What Is An Outsourced Call Center? Call center outsourcing is a business activity of subcontracting call center services like customer care and sales-related tasks.

What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)


So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. And that beginning is this – PayScale cites an average $13/hour for a customer service rep.

Up Where Expectations Soar: Customer Care in the Age of Entitlement


The trend of personalized customer experience has since transformed almost every industry as we know it. The dark side is that for many customers, the expectation of personalization can be a direct path to a sense of entitlement. Cue the angry phone calls and spiteful social posts.

From In-House to Outsourced: Best Practices for Contact Center Knowledge Transfer


In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and, finally, you’ve signed the contract to make your choice official. Knowledge Transfer in the Contact Center.

What’s the State of Work-at-Home in Customer Care in 2017?


They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. Managing Work-at-Home Call Center Agents.

Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?


True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. Cost reduction cannot be a primary driver behind the way your contact center does business.

Shared Call Center Solutions Creating Momentum for SMEs

Grupo Noa

Ideally, a firm that does not receive an excessive high volume of calls should go for shared call center route. According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success.

Customer Cues: Adapt to These Customer Needs | #CX #CustServ

Kate Nasser

Pick up on these customer cues & adapt to customer needs to deliver A+ customer service & customer experience. The post Customer Cues: Adapt to These Customer Needs | #CX #CustServ appeared first on KateNasser.com.

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing.

The Contact Center: Your Company’s Unsung Hero


From onboarding to retention—Contact Centers handle customers during the most delicate points in their journey. They lead upset customers from frustration to elation. They engage with satisfied customers and make them feel appreciated.

Crush Contact Center Silos to Improve the Customer Experience


Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold.

The Growing Importance of Professional Inbound Call Center Services

Grupo Noa

The role of call centers outsourcing firm becomes excessively important in such cases. These firms perform a host of specialized and personalized services to ensure that the customers’ satisfaction level does not fall.

Key 2020 Trends: Cloud Contact Centers

Call Experts

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape.

The Definitive List of 27 Call Center Metrics and KPIs


By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view.

5 Ways to Wow – The Power of Proactive & Predictive Customer Care

Upstream Works

Earning a customer’s loyalty is the name of the game with customer experience management today. It’s a highly competitive marketplace – with a fickle customer landscape. And it’s a positively herculean undertaking to make an impression that keeps customers coming back. .

Blue Ocean Contact Centers Wins Bronze Stevie® Award in 11th Annual Stevie Awards for Sales & Customer Service


Canadian Contact Center Recognized Alongside Top International Sales and Customer Service Organizations at Las Vegas Award Ceremony. Blue Ocean Contact Centers, an outsourced Canadian contact center providing high quality solutions for complex customer care requirements, won the Bronze Stevie® Award in the Customer Service Team of the Year – Recovery Situation category at the 11 th annual Stevie Awards for Sales & Customer Service.

Easy to Use Crises Empathy | #PeopleSkills #cctr #custserv

Kate Nasser

Tips and insights fr Kate Nasser The People Skills Coach™ | Customer Service, Leadership, Teamwork. In emergencies, how good are you at showing crises empathy to those you serve? The post Easy to Use Crises Empathy | #PeopleSkills #cctr #custserv appeared first on KateNasser.com.

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Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best


As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with.

15 Ways to Get the Most Out of Call Center Week 2017


Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). Director Consumer Care Center, Banner Health. Few contact center issues are more pressing (or costly) than employee churn.

Blue Ocean Contact Centers Adds New Talent to Growing Business Development Team


Blue Ocean Contact Centers, a member company of IMP Group Limited, supporting top tier global brands from four centers in North America, is expanding their business development team with several key additions. Stephanie brings deep experience contact center world.

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale.

Technology Based Solutions to Enhance Customer Retention Strategies


Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. Customer churn formula.