BlueOcean

DECEMBER 18, 2018

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. Here’s the short list of the best questions to ask about AI in the contact center.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

Comm100

JUNE 5, 2018

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. This uncertainty has generated myths about AI, such as the popular thinking that AI will replace call center agents or equally popular, that AI will solve all CX problems.

Contact Center 121

Contact Center Call Center Self Service Chatbots 121

BlueOcean

NOVEMBER 6, 2019

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. The Cost of Contact Center Infrastructure.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Look no further!

Contact Center 52

Contact Center Call Center Management Gamification 52

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

BlueOcean

MARCH 1, 2017

Canadian Contact Center Recognized Alongside Top International Sales and Customer Service Organizations at Las Vegas Award Ceremony. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals.

Contact Center 120

Contact Center Sales Customer Service Call Center 120

NobelBiz

APRIL 18, 2022

On the surface, increasing the efficiency of your call center appears to be a simple and straightforward process. Simply reduce the amount of time spent on the phone with clients, which gives you more calls handled in a day and hence more efficiency for your business. What is call center efficiency?

Call Center 52

Call Center Contact Center How To Gamification 52

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability.

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

NobelBiz

FEBRUARY 21, 2023

Even though technology has improved in the call center industry, the level of customer experience is still mostly determined by how people interact with each other. Building customer loyalty and setting yourself apart from your competitors also depends on how competent are your agents.

Contact Center 52

Contact Center Call Center Communication Omni-Channel 52

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?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. Draft Your Contact Center RFP.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

DECEMBER 16, 2019

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. at Blue Ocean. Constant and Effective Communication.

Contact Center 156

Contact Center Gamification Transportation Travel 156

BlueOcean

AUGUST 21, 2019

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. You’ll task your team with running a tight procurement process to assess potential contact center partners. 1. Work Environment.

Contact Center 159

Contact Center Culture Leadership Engagement 159

BlueOcean

MARCH 20, 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. We won the business with a solution that was based entirely on using agents located in our center.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

NobelBiz

FEBRUARY 22, 2023

Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience.

Contact Center 52

Contact Center Analytics Data Call Center 52

Call Experts

FEBRUARY 12, 2020

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. Key 2020 Trends: Cloud Contact Centers.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Stella Connect

OCTOBER 26, 2021

Call center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues. As a result, the common story of the contact center is one of burnout and attrition.

Call Center 52

Call Center Management Contact Center Effort Score 52

BlueOcean

JANUARY 18, 2016

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 Small makes the transition to Blue Ocean from IMP Customer Care.

Contact Center 120

Contact Center Call Center Sales Customer Care 120

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today.

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52

Advantage Communications

AUGUST 4, 2021

Customer service is an essential part of your business. High-quality customer care leads to improved customer loyalty, upsell and cross-sell opportunities, enhanced brand reputation, happier customers, word-of-mouth marketing and improved business growth.

Call Center 98

Call Center Customer Service Customer Care Loyalty 98

BlueOcean

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

Grupo Noa

DECEMBER 15, 2020

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. A firm needs to leverage on that.

Call Center Solutions 52

Call Center Solutions Call Center Contact Center Omni-Channel 52

TechSee

MARCH 19, 2018

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. In customer service, it helps the computer see the problem, as a true virtual technician. Powered by advances in Deep Learning.

Call Center 84

Call Center Self Service Contact Center Analysis 84

TechSee

MAY 29, 2018

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. The Rise of Visual.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

BlueOcean

MAY 16, 2017

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. And a partner can make decisions with a comprehensive understanding of what’s important to your organization and your customers.

Contact Center 136

Contact Center Call Center Government Culture 136

Magellan Solutions

MAY 14, 2021

Amidst the pandemic, entrepreneurs are looking to ditch their traditional call center partner. It means that during a virus outbreak, customer service will suffer because of a reduced workforce. Why are companies not impressed with Traditional Contact Center Companies anymore? So what does this mean?

Call Center 52

Call Center Company Contact Center CRM 52

Call Experts

APRIL 1, 2021

A Contact center depends on outstanding scripts, team-members, automations, training, and protocols. . What is a contact center script? It’s a file that plainly and concisely lays out how contact center representatives and technologies are expected to manage your callers.

Contact Center 59

Contact Center Tips Call Center Consumers 59

BlueOcean

MAY 11, 2017

The road to choosing an outsourced contact center provider is usually a long one. It’s a strategic decision to protect your brand and put customer care in the hands of experts so you can focus your organization’s resources on your core competencies. Ready to launch your new customer service outsourcing program?

Customer Service 153

Customer Service Call Center Contact Center Training 153

Magellan Solutions

APRIL 25, 2021

The pros of an inbound contact center in the us. But there are outsource call centers operating in the United States. They also offer amazing customer service at competitive pricing. US-based call centers are basically the same as offshored call centers. contact-form-7].

Call Center 52

Call Center Financial Banking Contact Center 52

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. This channel has become one of the fastest-growing customer service channel offerings.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

BlueOcean

MAY 23, 2017

That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. We know you hate calling tech support. Their customers hold times were reduced.

Omni-Channel 228

Omni-Channel Customer Service Customer Journeys Call Center 228

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean. Fully transparency: it’s a pre-pandemic resource, but the core elements of training hold true.)

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

Call Experts

JUNE 3, 2021

How to enhance the client experience in an age of quickly progressing tech with contact center services? 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Contact us. Contact center services are here to stay. Microsoft ).

Contact Center 52

Contact Center Call Center Innovation Training 52

GlowTouch

MAY 7, 2020

Call Center Representative. GlowTouch Technologies provides customer care services and custom IT services to mid-market and enterprise companies. We are headquartered in Louisville, KY, with offices in Boston, MA, and Bangalore, India, with another large contact center in Mangalore, India.

Call Center 52

Call Center Multi-Channel Banking Policies 52

TechSee

DECEMBER 31, 2019

However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. Explosion of virtual contact centers.

Trends 136

Trends Customer Service Self Service Contact Center 136

TechSee

SEPTEMBER 3, 2019

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 Now picture the traditional contact center.

Contact Center 84

Contact Center Self Service Contact Center Software B2C 84