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?

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.

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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.

Breaking down silos in the multichannel contact center


One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Contact center reporting technology of the future.

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.

The Truth About Attrition in the Contact Center


At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention.

What You Need to Know When Looking for a New Contact Center Outsourcer [Slideshare]


Looking for a new contact center outsourcer is rarely as simple as it sounds. The End-to-End Contact Center Solutions Buyer’s Guide from Blue Ocean Contact Centers. For more insight, get your End-to-End Contact Center Solutions Buyer’s Guide today.

CMO, meet your new best friend: The contact center


Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend.

Avoid These Roadblocks to Achieve a High Performing Contact Center


inView™ is a revolutionary performance management system engineered by call centers for call centers. Learn how inView™ can drive agent engagement and visibility into your contact center. Every day we go to work with the objective of helping our companies improve.

What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client’s Guide


Or perhaps you’re looking for a better alternative to your current contact center vendor? Can an outsourced contact center really live up to that? That’s where finding out about a contact center’s hiring practices is vital. Diversity in The Contact Center.

Self-Service: The Changing Nature of the Contact Center


Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Expectations for contact agents: Quality over quantity.

3 Ways Retailers Can Improve Customer Experience With Their Contact Center


While most think of this as a friendly face at the checkout or a helpful suggestion in the aisle, customer service extends into every facet of your business , including customer interactions with your contact center. The call center is no longer a cost center for retailers.

4 ways to keep your contact center agents engaged


To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people.

Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?


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. Cost reduction cannot be a primary driver behind the way your contact center does business.

9 Ways Millennials Have Transformed Contact Center Customer Experience


Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations. Decades ago, customers only had a couple options for contacting a company: phone or mail.

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.

5 Top Procurement Tips for Seeking an Outsourced Contact Center


Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. Finding the right contact center for you is going to take more than a strategic RFP. Are You Seeking an Outsourced Contact Center?

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.

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

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

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?

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.

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.

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.

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?

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.

Guest Post: Springtime Renewal in the Contact Center


And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. As our research project results clearly indicate, it’s time for a spring cleaning 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.

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.

Nine Myths to Debunk for a Data-Powered Contact Center


Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. The post Nine Myths to Debunk for a Data-Powered Contact Center appeared first on Calabrio.

How Analytics Technology is Changing the Contact Center


The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. Despite this big talk, most organizations are doing a terrible job of extracting business value from their contact centers. contact centers racked up more than 200 billion minutes of inbound calling.

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.

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.

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

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

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.

Why Random Sampling Alone is Not Enough to Ensure Contact Center Quality


Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practice that most, if not all, contact center leaders rely on to measure agent performance and ensure quality customer service.