BlueOcean

JUNE 13, 2017

Or perhaps you’re looking for a better alternative to your current contact center vendor? Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty. Can an outsourced contact center really live up to that?

Contact Center 189

Contact Center eBook Loyalty Brands 189

Uniphore

JUNE 7, 2021

One of the most hyped new trends in the contact center is agent assist software. According to Forrester, 8 out of 10 tasks in the contact center can be automated. An agent assist tool can do its part by automating manual tasks such as: Screen pop customer info into relevant systems. Download Now.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

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

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Return on Investment Tips ROI 66

BlueOcean

JULY 24, 2017

The same must be said when you’re looking to build a strategic partnership with a new contact center outsourcer. The contact center RFP is essential, of course, but the contact center site visit is invaluable. The Contact Center RFP Process. The Contact Center Site Visit.

Contact Center 0

Contact Center Culture eBook Hospitality 0

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management Policies Gamification 70

NobelBiz

SEPTEMBER 15, 2021

Data keeps beaming in in confirmation of a fact: the digital contact center is here. Email, chat, social media, self-service: everything is going up. Voice is changing – average handle time is going up and calls are becoming more complex. It’s been decades since the idea began being floated in the contact center space.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Stella Connect

OCTOBER 12, 2021

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for customers is key to ensuring customer satisfaction (CSAT) and agent retention. . This when contact centers have also reported increases in call volumes, hold times, difficult calls, and escalations. .

Call Center 52

Call Center Self Service Management How To 52

NobelBiz

FEBRUARY 22, 2023

Call Centers must then choose between PBX and cloud telephony implementation. In this article, we discuss the topic of cloud telephony vs. PBX as well as the right telco solution for your call center. What exactly is a call center PBX? The term “cloud” is frequently used to characterize service delivery.

Call Center 52

Call Center Contact Center System Communication 52

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

BlueOcean

OCTOBER 22, 2020

Grab a copy of our Agent Training eBook for more insight. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean. Done right, you’ll avoid increasing training time while simultaneously sustaining high graduation rates and reported agent preparedness. ?. Request a download here.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. The conversation revolves around the question of what attributes matter most for a company’s ability to deliver an exceptional customer experience. What are the types of call center technologies?

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base.

Contact Center 111

Contact Center Tips Management Call Center 111

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. While many people think this is a celebration about our customers, it is just as much a celebration about our people who take care of our customers.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

BlueOcean

OCTOBER 31, 2017

Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. Putting your customer service in the hands of unknown agents requires a thorough understanding of what goes on behind the scenes. Our latest eBook provides a look behind the scenes in HR and Workforce Management.

Contact Center 50

Contact Center eBook Call Center Management 50

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Therefore, workforce optimization strategies should be front and center to your business goals.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. What is Customer Satisfaction (CSAT)? What is Customer Effort Score (CES)?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

TechSee

JULY 18, 2019

You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions. What are high-effort customer service interactions?

Self Service 207

Self Service Customer Experience How To Contact Center 207

Comm100

MARCH 28, 2018

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the team’s performance and make improvements to service. Weekly reports also ensure high levels of accountability and give you more opportunities to improve customer service.

Metrics 115

Metrics Report System Customer Service 115

Comm100

NOVEMBER 14, 2017

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Resources 109

Resources Customer Service Customer Service Training Course 109

BlueOcean

FEBRUARY 7, 2019

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. Fighting the Cost Center Mindset.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. Read the full list of features in our ebook here. If you don’t like what you see, it is time to consider a move to Talkdesk.

Contact Center 40

Contact Center Return on Investment eBook Roadmap 40

Talkdesk

JANUARY 12, 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. Read the full list of features in our ebook here. If you don’t like what you see, it is time to consider a move to Talkdesk.

Contact Center 40

Contact Center Return on Investment eBook Roadmap 40

Stella Connect

JUNE 28, 2018

Just imagine what you could accomplish if call center attrition were a non-issue. Customer service agents would be careerists, loyal to the brand and enthusiastic about serving customers. The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

JUNE 28, 2018

Just imagine what you could accomplish if call center attrition were a non-issue. Customer service agents would be careerists, loyal to the brand and enthusiastic about serving customers. The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

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

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs).

eBook 26

eBook Contact Center Metrics Customer Satisfaction 26

Call Experts

SEPTEMBER 22, 2022

If you’re planning to develop customer service FAQ questions for your customers, it’s essential to know the most common questions. . Common questions appear on a customer’s search bar or daily questions, while uncommon questions may overwhelm them. What are Customer Service FAQ Questions?

Customer Service 52

Customer Service Policies Call Center Social Media 52

BlueOcean

MARCH 31, 2021

What do mattress sales, wildlife populations, and peak customer service times all have in common? And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. 8am-8pm self-service peaks have evolved into 24/7 requests.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

NICE inContact

OCTOBER 2, 2019

From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text , organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels. Interested in learning more? Download your free copy today.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 82

Customer Service eBook Leadership Resources 82

Stella Connect

JULY 6, 2017

Thanks to digital technologies like chat , SMS, and social media , customer service delivery has come a long way. And yet, like a comfortable old pair of shoes, phone as a service channel still holds a special place. Is your phone service performance where it needs to be? Avoid Being Crushed by Heavy Call Volumes.

Call Center Solutions 40

Call Center Solutions Call Center Self Service Contact Center 40

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs).

Contact Center 21

Contact Center eBook Metrics Customer Satisfaction 21

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120