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. MORE
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. MORE
Here are the 4 simple steps for transforming your CX to win: Build a business case to invest in contact centers. Contact centers are the powerhouse that deliver exceptional and consistent CX every time, every day. Orchestrate right within the contact center. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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? MORE
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. 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
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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. MORE
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? MORE
Contact Center Related Topics inContact
DECEMBER 5, 2017
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.
BlueOcean
JUNE 12, 2018
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.
inContact
DECEMBER 5, 2017
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.
inContact
APRIL 19, 2018
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.
Advertisement
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.
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BlueOcean
JULY 11, 2017
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.
inContact
AUGUST 23, 2016
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?
inContact
AUGUST 24, 2017
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?
BlueOcean
MAY 14, 2018
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.
Advertisement
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.
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inContact
AUGUST 2, 2016
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.
BlueOcean
JUNE 6, 2017
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.
BlueOcean
NOVEMBER 30, 2017
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.
BlueOcean
FEBRUARY 8, 2017
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?
Advertisement
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.
inContact
MARCH 23, 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.
inContact
JANUARY 30, 2018
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.
inContact
APRIL 13, 2016
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?
BlueOcean
FEBRUARY 21, 2017
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.
Advertisement
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.
Calabrio
OCTOBER 6, 2016
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.
inContact
SEPTEMBER 7, 2017
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.
BlueOcean
OCTOBER 10, 2016
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.
BlueOcean
JUNE 21, 2017
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?
Advertisement
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.
inContact
JUNE 30, 2016
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.
Calabrio
OCTOBER 4, 2016
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.
inContact
DECEMBER 8, 2016
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.
inContact
JUNE 12, 2018
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.
inContact
MARCH 9, 2016
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.
inContact
MARCH 24, 2016
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
BlueOcean
JUNE 13, 2017
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.
inContact
MAY 10, 2016
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.
inContact
SEPTEMBER 7, 2017
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.
Calabrio
MAY 3, 2017
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.
inContact
AUGUST 22, 2017
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?
inContact
APRIL 4, 2018
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.
BlueOcean
FEBRUARY 28, 2017
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.
BlueOcean
MARCH 24, 2016
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.
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