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
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
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. 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
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 MORE
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 MORE
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. MORE
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. 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
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 MORE
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 MORE
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 MORE
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. MORE
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 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
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. MORE
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. MORE
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. MORE
2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. 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
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? 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
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
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
However, companies will find themselves in a stalemate if they limit the customer experience to the contact center. That’s right, the customer experience is NOT about the contact center. the contact center), but the entire organization as one living, breathing entity. 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
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. 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
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. 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
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
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
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
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. MORE
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. 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
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
Contact Center Related Topics 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?
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
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.
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.
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.
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.
BlueOcean
MAY 16, 2017
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.
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.
BlueOcean
JUNE 21, 2016
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.
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.
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.
Calabrio
APRIL 27, 2017
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.
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.
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
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
Calabrio
JUNE 13, 2017
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.
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?
inContact
DECEMBER 14, 2016
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
Clarabridge
MARCH 15, 2017
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.
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?
Storyminers
JANUARY 24, 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?
Jacada
MARCH 24, 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.
inContact
SEPTEMBER 6, 2016
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
OCTOBER 28, 2016
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
inContact
APRIL 5, 2017
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.
Avaya
OCTOBER 7, 2016
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.
Verint
MARCH 17, 2017
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.
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.
Customer Interactions
NOVEMBER 16, 2016
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
BlueOcean
MARCH 28, 2017
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.
Clarabridge
APRIL 11, 2017
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.
Customer Interactions
AUGUST 22, 2016
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
Avaya
MARCH 28, 2017
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.
Customer Interactions
NOVEMBER 21, 2016
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.
inContact
MAY 12, 2017
2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair.
inContact
DECEMBER 12, 2016
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
Avaya
MARCH 24, 2017
However, companies will find themselves in a stalemate if they limit the customer experience to the contact center. That’s right, the customer experience is NOT about the contact center. the contact center), but the entire organization as one living, breathing entity.
BlueOcean
JUNE 7, 2016
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.
Customer Interactions
NOVEMBER 9, 2016
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
Calabrio
APRIL 20, 2016
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.
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