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Can You Train Contact Center Agents in Empathy?


We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. That makes us curious: can you train contact center agents in empathy?

How Contact Center Customer Experience Will Evolve in 2017


Contact centers will continue to evolve and improve as the need for better customer support continues to grow. This year, you can expect contact centers to be highlighted by: Total Voice Ownership. Some contact center offerings aren’t solutions, but simply compound issues.

Speech Analytics: Changing the Game for Contact Center Technology


For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Growing Your Contact Center Culture


While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. Most contact centers fall somewhere in the middle ground. As a contact center leader, where do you start that process?

51 New Contact Center RFP Questions


One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision.

5 Reasons Why Your Contact Center Needs Speech Analytics


Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. Most contact centers sample 1% or less of their total call volume.

Contact Centers aren’t Ready for Omnichannel


The potential of “omnichannel” when it comes to contact centers is undeniable. Once the Internet came about, that human connection fragmented, and companies found adding a single online communication channel to their legacy call center operations to be a challenge.

Your Contact Center Superhero


Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. Profile of a Contact Center Superhero.

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.

How Top Performing Contact Centers Will Own 2017


We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017?

6 Keys to Successful Contact Center Technology Change Management


Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Contact center solutions , like those offered by inContact, directly contribute to increased efficiency, improved customer satisfaction, and much more. Call Center Best Practices Contact Center Management Customer Experience

One-Page Journey Mapping for Contact Centers


I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. The post One-Page Journey Mapping for Contact Centers appeared first on inContact Blog. Best Practices Contact Center Management Customer Experience General Trends & Insights CEU Channels Contact Center Customer Journey Improve Customer Experience inContact Journey Mapping Omnichannel Webinar

Weighing the Pros and Cons of Cross-Trained Contact Center Agents


One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? Say you’ve been charged with putting together an RFP for contact center services.

5 Helpful Contact Center Tools for Managers


The same is true of any industry including contact centers. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Here are five helpful tools that can solve common contact center issues and provide a better service. Do you know which topics or issues come up the most during calls in your contact center?

Omnipresent Contact Center Agents in the Age of Instant Gratification


As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center.

inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant


For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Contact Center and Workforce Optimization Need to Evolve Together. Contact Center Management Customer Experience Trends & Insights

Transform the Customer Experience with an Intelligent Contact Center


The evolving demands of digital-savvy customers have a deep impact on the contact center. While these channels provide customers with the information they need, the contact center remains a predominant channel for customers to seek support when they truly need something done.

Clarabridge Research Shows 4 ways to Improve CX in the Contact Center


Clarabridge recently conducted a study of both contact center agents and consumers. Dissatisfaction levels are at an all-time high when it comes to contact center calls. Arm your call center agents with the appropriate background knowledge.

Contact Center Execs: 5 Pains Keeping You Up at Night


No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be closer than you think.

TechStyle Improves Contact Center Efficiency and Customer Service with inContact


Streamlined Contact Center Support. With inContact, I can setup a new brand’s campaign, skills, and points of contact while building out new IVR scripting – all without involving professional services,” Borah says.

Customers Explain Why Chatbots Matter for Contact Centers


There is no shortage of software and services companies, including Avaya, that are investing significantly in the field of chatbot technology for contact centers applications. They must staff a contact center with agents who can respond appropriately to chat messages.

7 Crucial Questions to Ask in the Contact Center Procurement Process


Some of our most popular blog posts are the ones that help potential clients navigate their way through the procurement process for contact center services – especially content that looks at what questions to ask potential vendors.

Employee Empowerment in the Contact Center

Customer Interactions

In the contact center, technology has been a key enabler of employee empowerment. Agents and managers alike are benefitting from the ever-growing capacity to customize schedules, develop new on-the-job skills, and view personal performance indicators

7 Ways to Limit Contact Center Turnover

Customer Interactions

There’s good news, though: Smaller contact centers typically have lower turnover rates than those with more than 500 employees Turnover is a fact of life in the business world – one that can be expensive, disruptive and detrimental to team morale. The smaller the organization, the larger the overall effect turnover can have.

Managing your digital contact center

Customer Interactions

We are in an age of computing evolution. IDC has talked for many years about the ongoing shift in the ICT industry, where we see a new platform that enables organizations to adopt new innovations and create continued growth. IDC calls this the 3rd Platform

Customer Journey Mapping in the Contact Center


But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience.

Are Your Contact Center Agents Empowered to Provide Great Customer Service?


When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service? For example, in my former contact center, our agents had to process credits on a daily basis. Contact Center Management Customer Experience

Three Reasons Your Contact Center Needs to Go Digital


When you close your eyes and imagine a contact center, what do you see? If you saw the second scene, welcome to the digital age – and new reality – of the contact center. Therefore it’s critical that contact centers make a space for themselves at the table.

The Intelligent Contact Center in Action


The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers?

Smaller Contact Centers Realize Unique Benefits

Customer Interactions

Small is Beautiful: Small and mid-sized contact centers (those with 50-200 agents) benefit from unique advantages over their larger counterparts. Smaller centers are able to more easily empower agents and satisfy customers through coaching, strong relationships, a holistic view and the human touch

Talkdesk vs. Five9: Contact Center Software Review


When it comes to making a decision about which contact center software to use for your team, the choice often comes down to two different solutions. When Talkdesk was founded, the company goal was to allow customers to set up a call center in five minutes. Call Center Talkdesk

Hot New Contact Center Technology in Early 2017


The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future. New technologies for a new era.

Why Asking for Contact Center Pricing Shouldn’t Be Your First Question


That’s why when you’re searching for a new contact center outsourcer, one of your first questions is about pricing. Although we understand the motivation behind that question, we believe that contact center pricing should never be your first concern in your search for a new partner.

Fulfilling the Digital Prophecy: Contact Centers Face A New Reality


Paul is a regular contributor to the CX industry press and a frequent speaker on issues associated with the contact center industry. London Conference Contact Center

Finally… A Contact Center for the Digital Era


What’s needed is the re-invention of the contact center for the digital era. This is a contact center for the digital era. We can rebuild the contact center. In fact, let me rephrase that: we have rebuilt the contact center.

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.

Leading the Way in Contact Center Intelligence


What is an Intelligent Contact Center? In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc.