5 Tips to Lower Contact Center Attrition

inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

5 Most Critical Elements of a Successful Contact Center Launch

BlueOcean

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. A successful contact center launch isn’t as simple as flipping the switch and 3-2-1 blast off.

5 Tips to Lower Contact Center Attrition

inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

Embrace Tenure Diversity in Your Contact Center

inContact

Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones.

Best Practice Webinar: Conquering Attrition in the Contact Center

Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Lori Bocklund, President, Strategic Contact Inc. 3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience.

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

BlueOcean

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.

Growing Your Contact Center Culture

inContact

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?

What are Bank Contact Centers Doing Right?

inContact

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right?

4 Essential Resources to Read Before You Craft Your Contact Center RFP

BlueOcean

The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Give Your Contact Center a Pink Slip

inContact

A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly.

The Truth About Attrition in the Contact Center

BlueOcean

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.

New Year, New Contact Center RFP? 10 Mistakes to Avoid

BlueOcean

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. These factors require some creativity when responding to and differentiating through the contact center RFP.

Can You Train Contact Center Agents in Empathy?

BlueOcean

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?

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center. On one side is the consumer whose changing expectations place increasing demands on the contact center. You want a strong contact center platform for the future.

How Contact Center Customer Experience Will Evolve in 2017

inContact

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 Top Five “Must Have” Contact Center Phone System Features

inContact

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running.

5 Helpful Contact Center Tools for Managers

inContact

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?

Navigating Generational Differences in the Contact Center Workforce

BlueOcean

What makes a great contact center agent isn’t as easy to define as you might expect. There’s another layer to be considered as well: generational differences in the contact center workforce. Managing an Multi-Generational Contact Center.

The Top 3 Ways to Forecast for Your Contact Center

it’s the foundation of contact center scheduling. things—like contact volume—that can be so. leads to a spike in contact volume, which in turn. one; it’s when contact forecasts are chronically. than actuals, contact centers overstaff to cover.

Your Contact Center Superhero

Calabrio

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.

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

inContact

That second agent will of course also need access to the contact history. For outbound SMS, ensure you familiarize yourself with the legal situation around Express Written Consent and your ability to contact a customer on their cell phone.

Customer Journey Mapping in the Contact Center

BlueOcean

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.

5 Top Procurement Tips for Seeking an Outsourced Contact Center

BlueOcean

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?

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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. invaluable resource, transforming the contact.

Speech Analytics: Changing the Game for Contact Center Technology

inContact

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.

Contact Centers aren’t Ready for Omnichannel

Calabrio

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.

9 Ways Millennials Have Transformed Contact Center Customer Experience

inContact

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.

Turning up a Contact Center in 72 Hours for Crisis Response [Video]

inContact

A large contact center was needed to handle critical incoming phone and email inquiries from so many people, and it had to be set up immediately, in days not weeks or months.

Avoid These Roadblocks to Achieve a High Performing Contact Center

inContact

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.

One-Page Journey Mapping for Contact Centers

inContact

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

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

BlueOcean

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.

5 Reasons Why Your Contact Center Needs Speech Analytics

inContact

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.

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

inContact

That second agent will of course also need access to the contact history. For outbound SMS, ensure you familiarize yourself with the legal situation around Express Written Consent and your ability to contact a customer on their cell phone.

CMO, meet your new best friend: The contact center

Calabrio

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.

33% CSAT for Millennials – Is Your Contact Center Missing Something?

inContact

In order to meet the needs of millennials, and younger generations, chat should be a factor in contact center channel planning. The post 33% CSAT for Millennials – Is Your Contact Center Missing Something?

Cloud Computing is Evolving – Are Your Contact Centers?

inContact

Contact centers are no exceptions, a bit slower than application market in terms of cloud adoption given the behemoth telephony component. Frost & Sullivan reports show on-premises contact center systems market drop by 6% with a simultaneous 12% growth in cloud contact center market. We all know that a disaster recovery or a business volatility will immediately impact contact centers. Cloud computing is now an archaic term.

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

BlueOcean

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.

A Quick Guide to Comparing In-House Vs. Outsourced Contact Center Costs [Slideshare]

BlueOcean

Your contact center goals are to achieve cost-effectiveness and efficiency while also delivering exceptional service experience to your customers. A Quick Guide to Comparing Call Center Costs from Blue Ocean Contact Centers.