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

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

Clarabridge

MAY 30, 2017

From onboarding to retention—Contact Centers handle customers during the most delicate points in their journey. hold times, call length, first call resolution) but fail to look at the experience holistically. Think you have a handle on your Contact Center? Download the eBook to find out.

Contact Center 45

Contact Center First Call Resolution Telecommunications eBook 45

Stella Connect

JUNE 28, 2018

Just imagine what you could accomplish if call center attrition were a non-issue. If the above scenario reads like pure fantasy, you might think call center attrition is out of your control. The Root Causes of Call Center Attrition. It’s the call center culture (which doesn’t happen by accident).

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. If the above scenario reads like pure fantasy, you might think call center attrition is out of your control. The Root Causes of Call Center Attrition. It’s the call center culture (which doesn’t happen by accident).

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

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. Contact us here. But where do we start?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. What will brands’ biggest concerns be in 2018?

Self Service 40

Self Service Trends Customer Service Contact Center 40