INDUSTRY INSIGHTS YOUR PEERS ARE READING
Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. MORE
It’s a general finding in the contact center industry: customers are growing more exigent. Your agents can use an interface they are familiar with to handle contacts, which reduces the need for training and declutters the agents’ desktop. MORE
Sheila McGee Smith is a consultant with McGee Smith Analytics and a frequent expert contributor at No Jitter. She has spent her career analyzing and consulting with organizations on best practices that increase customer loyalty by using the contact center as the tip of the spear. She has taken the highlights of her work and created a blueprint on how to get the most from your contact center and how to turn customers into advocates for your business. MORE
Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality. MORE
The Contact Center KPIs that Matter Most – TechSee Data Sheet Collection Part 1. According to consultant Estaban Kolsky , 11% of customer churn can be avoided if the business simply reached out to the customer. One such area is the contact center. MORE
The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. MORE
The most successful contact center teams continually review and reassess how they do things and the results they are achieving. What can be improved? What should be scrapped? What assumptions no longer make sense? What can be done differently? MORE
Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center can’t deliver? In what ways could your contact center make an impactful contribution? MORE
TULSA, OKLAHOMA, March 7, 2019 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, recently announced the appointment of Ted Cart as Principal Consultant. With extensive business operations and contact center architecture experience, Cart brings over twenty-five years of. The post PPT Solutions Bolsters Consulting Team with Addition of Ted Cart appeared first on PPT Solutions. MORE
The evolving demands of digital-savvy customers have a deep impact on the contact center. They consult online resources, form online communities, and look to endorsements from total strangers to form opinions on products and services. MORE
Therefore, having a strong customer engagement strategy is key to long-term growth and success, and a solid program starts with the contact center. Now, imagine the opportunity that lies within your contact center if you improve customer engagement – even incrementally. If contact center agents aren’t prepared, or the company is not measuring contact center interactions and outcomes, your customer engagement strategy is not likely to yield the returns you want. MORE
Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. MORE
He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. Contact center customer service agent knowledge customer service knowledge survey MORE
This is a free opportunity to hear from industry thought leaders on how to create an intelligent, efficient and customer-aware contact center through cloud, mobile and AI technologies. Blog Business Call Center Customer Service MORE
As the face of your company, the contact center represents an exceptional opportunity to capture the Voice of the Customer and drive improvements that hit the bottom line. You'll learn: How to apply a proven model to calculate ROI for a customer care contact center. MORE
If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. What You Need to Know About Contact Center Automation. Contact us to learn more. MORE
Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. Instead of asking, “how can we reduce hold time at our contact centers,” ask “how can a customer contact someone directly on the first attempt?”. MORE
Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience. Here are three ways your call center can improve quality assurance through analytics. Identify ways to reduce repeat contacts. MORE
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. MORE
This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? MORE
Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Outsource Consultants President, Corey Kotlarz says, “We are very excited to have Dave on board. MORE
Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out. MORE
Quality assurance monitoring in a call center needs to take place a minimum of weekly. What Gets Measured Gets Improved. In 2015 I lost 22 pounds. While working on getting my weight down I hopped on the scale every morning. MORE
As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a very short window of time—often 90 days. MORE
He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. Contact center customer service agent knowledge customer service knowledge survey MORE
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. There is an ocean of KPIs to help measure contact center performance. MORE
Through its partnership with Talkdesk, OTG Consulting is able to leverage Talkdesk’s partner program benefits, including its expansive product set, competitive residuals and lucrative spiffs, dedicated account teams, ongoing training and priority support. About OTG Consulting. MORE
In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Best of all, the report’s due diligence can directly supplement your company’s own RFP/RFI efforts, by providing some solid results for many of the Contact Center as a Service (CCaaS) players. By consulting the Forrester Wave report, you’ll find a plethora of insights to help streamline your RFI decisions from the outset. MORE
Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! We are trying to be more consultative about new software releases."this MORE
Contact centers are often the communications lifeblood of a business. So how do you make sure your contact centre is set up to deliver the ultimate customer experience ? There are two things about communicating with a contact center that can drive clients to frustration. MORE
Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) If time is of the essence but you do have the luxury of a larger budget, hiring a consultant to narrow down a list of participants is also a valuable tactic. MORE
I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. In the past, “outbound” contact centers were a four-letter word to many customers and staff as the focus was almost exclusively on sales and collections calls. MORE
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks. MORE
oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. to right-size your contact center. MORE
Amazon Connect administrators are able to download the application from Amazon Web Services (AWS) Marketplace, select the questions for the survey from a list of questions specific to the live agent or IVR experience and then launch the survey to specific applications within the contact center. MORE
What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. That’s why you are functionally working with the equivalent of stone knives if your call center tech is more than seven years old! MORE
A Tata Consultancy Services survey found that 31.7% Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Contact Center workload management. MORE
NICE inContact
AUGUST 20, 2019
This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center?
Comm100
JUNE 5, 2018
Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out.
NICE inContact
FEBRUARY 5, 2019
Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center can’t deliver? In what ways could your contact center make an impactful contribution?
NICE inContact
OCTOBER 29, 2018
What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. That’s why you are functionally working with the equivalent of stone knives if your call center tech is more than seven years old!
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consulting too few sources. rely on contact. center data 39%. sources that are democratized, such as contact. center data–a goldmine for customer insights. Often overlooked, the contact center provides. CUSTOMER, THE CONTACT. center data.
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?) If time is of the essence but you do have the luxury of a larger budget, hiring a consultant to narrow down a list of participants is also a valuable tactic.
|
TechSee
DECEMBER 5, 2017
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks.
CX Accelerator
FEBRUARY 6, 2019
Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! We are trying to be more consultative about new software releases."this
NICE inContact
SEPTEMBER 11, 2018
Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes.
Beyond Philosophy
NOVEMBER 6, 2017
Contact centers are often the communications lifeblood of a business. So how do you make sure your contact centre is set up to deliver the ultimate customer experience ? There are two things about communicating with a contact center that can drive clients to frustration.
Calabrio
JULY 29, 2016
Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience. Here are three ways your call center can improve quality assurance through analytics. Identify ways to reduce repeat contacts.
|
Calabrio
OCTOBER 24, 2016
Therefore, having a strong customer engagement strategy is key to long-term growth and success, and a solid program starts with the contact center. Now, imagine the opportunity that lies within your contact center if you improve customer engagement – even incrementally. If contact center agents aren’t prepared, or the company is not measuring contact center interactions and outcomes, your customer engagement strategy is not likely to yield the returns you want.
RapportBoost
DECEMBER 10, 2018
Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.
Talkdesk
SEPTEMBER 5, 2017
Through its partnership with Talkdesk, OTG Consulting is able to leverage Talkdesk’s partner program benefits, including its expansive product set, competitive residuals and lucrative spiffs, dedicated account teams, ongoing training and priority support. About OTG Consulting.
Avaya
OCTOBER 7, 2016
The evolving demands of digital-savvy customers have a deep impact on the contact center. They consult online resources, form online communities, and look to endorsements from total strangers to form opinions on products and services.
CSM Magazine
OCTOBER 15, 2018
oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. to right-size your contact center.
Avaya
FEBRUARY 13, 2018
If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. What You Need to Know About Contact Center Automation. Contact us to learn more.
CSM Magazine
JUNE 25, 2019
Amazon Connect administrators are able to download the application from Amazon Web Services (AWS) Marketplace, select the questions for the survey from a list of questions specific to the live agent or IVR experience and then launch the survey to specific applications within the contact center.
Talkdesk
SEPTEMBER 11, 2017
This is a free opportunity to hear from industry thought leaders on how to create an intelligent, efficient and customer-aware contact center through cloud, mobile and AI technologies. Blog Business Call Center Customer Service
Myra Golden
JANUARY 7, 2016
Quality assurance monitoring in a call center needs to take place a minimum of weekly. What Gets Measured Gets Improved. In 2015 I lost 22 pounds. While working on getting my weight down I hopped on the scale every morning.
Confirmit
FEBRUARY 20, 2017
As the face of your company, the contact center represents an exceptional opportunity to capture the Voice of the Customer and drive improvements that hit the bottom line. You'll learn: How to apply a proven model to calculate ROI for a customer care contact center.
eGain Blogs
JUNE 8, 2017
He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. Contact center customer service agent knowledge customer service knowledge survey
NICE inContact
MAY 15, 2019
Sheila McGee Smith is a consultant with McGee Smith Analytics and a frequent expert contributor at No Jitter. She has spent her career analyzing and consulting with organizations on best practices that increase customer loyalty by using the contact center as the tip of the spear. She has taken the highlights of her work and created a blueprint on how to get the most from your contact center and how to turn customers into advocates for your business.
TechSee
JUNE 11, 2019
Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality.
NICE inContact
JULY 27, 2016
It’s a general finding in the contact center industry: customers are growing more exigent. Your agents can use an interface they are familiar with to handle contacts, which reduces the need for training and declutters the agents’ desktop.
eGain Blogs
JUNE 8, 2017
He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. Contact center customer service agent knowledge customer service knowledge survey
ppt solutions
MARCH 7, 2019
TULSA, OKLAHOMA, March 7, 2019 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, recently announced the appointment of Ted Cart as Principal Consultant. With extensive business operations and contact center architecture experience, Cart brings over twenty-five years of. The post PPT Solutions Bolsters Consulting Team with Addition of Ted Cart appeared first on PPT Solutions.
COPC
AUGUST 4, 2016
I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. In the past, “outbound” contact centers were a four-letter word to many customers and staff as the focus was almost exclusively on sales and collections calls.
CX Journey
NOVEMBER 2, 2016
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.
NICE inContact
APRIL 3, 2019
As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a very short window of time—often 90 days.
NICE inContact
AUGUST 25, 2016
The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction.
360Connext
NOVEMBER 16, 2018
Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. Instead of asking, “how can we reduce hold time at our contact centers,” ask “how can a customer contact someone directly on the first attempt?”.
CSM Magazine
APRIL 5, 2017
Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Outsource Consultants President, Corey Kotlarz says, “We are very excited to have Dave on board.
TechSee
JUNE 25, 2019
A Tata Consultancy Services survey found that 31.7% Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Contact Center workload management.
NICE inContact
JANUARY 15, 2019
In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Best of all, the report’s due diligence can directly supplement your company’s own RFP/RFI efforts, by providing some solid results for many of the Contact Center as a Service (CCaaS) players. By consulting the Forrester Wave report, you’ll find a plethora of insights to help streamline your RFI decisions from the outset.
TechSee
MARCH 26, 2019
The Contact Center KPIs that Matter Most – TechSee Data Sheet Collection Part 1. According to consultant Estaban Kolsky , 11% of customer churn can be avoided if the business simply reached out to the customer. One such area is the contact center.
Brad Cleveland
APRIL 27, 2016
The most successful contact center teams continually review and reassess how they do things and the results they are achieving. What can be improved? What should be scrapped? What assumptions no longer make sense? What can be done differently?
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