BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

Contact Center 177

Contact Center Culture How To Leadership 177

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

NICE inContact

OCTOBER 16, 2019

Contact centers of today are not just customer service centers. But there are only so many hours in the day, so how do you scale a highly connected, customer centric culture in your contact center , with limited budget? Today’s contact centers not just have to think about omnichannel.

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Contact Center Customer Centricity Culture Omni-Channel 120

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

BlueOcean

JULY 27, 2022

Have you ever stopped and thought to yourself: “How will contact centers navigate the post-COVID world?” After much thought, deliberation, and research, we’ve come up with the quintessential guide for your post-pandemic contact center. How are company culture and values reinforced and strengthened in a remote environment?

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Contact Center Tips Culture Data 156

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Compounding the challenges, the KPIs used by many contact centers don’t match organizational goals or business goals, affecting your contact center’s overall performance.

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Contact Center Gamification Measurement Training 88

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together. What Drives a Collaborative Culture? Transparency.

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Contact Center Culture Competitive Advantage Leadership 103

BlueOcean

JANUARY 20, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? How have you worked to maintain culture despite remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

NICE inContact

AUGUST 23, 2016

A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results. Most contact centers fall somewhere in the middle ground.

Contact Center 108

Contact Center Culture Poor Customer Service Tips 108

CSM Magazine

MARCH 26, 2024

Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. For example, a customer calls a call center because they are experiencing difficulties with a product they purchased.

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Contact Center Brands Social Media Call Center 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 130

Contact Center Leadership Training Technology 130

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. What is Culture, Anyway? Sound familiar? And that is great.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Calabrio

APRIL 9, 2020

This presents many new questions businesses need to consider regarding the nature of work, technology and culture. Twilio Flex Boost , powered by Calabrio ONE and deployed by Avtex, provides additional assistance to contact centers during these challenging times. And it needs to be deployed fast to meet increased demand.

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Contact Center Financial Meeting Culture 234

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

BlueOcean

OCTOBER 17, 2019

Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. On the tour, it became clear that the culture/facilities of one of those two vendors was simply not a fit for their brand.

Contact Center 149

Contact Center How To Effort Score Comparison 149

CSM Magazine

MARCH 28, 2024

In the busy and sometimes stressful environment of a contact center, maintaining employee well-being is both a challenge and a necessity. Industry research indicates: 74% of call center agents are at risk of burnout due to high emotional labor. 91% of call center agents experience anxiety and other mental health issues.

Contact Center 52

Contact Center Call Center Exercises Resources 52

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Contact Center 97

Contact Center Chatbots Self Service Touchpoint 97

BlueOcean

AUGUST 7, 2018

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) Search online for vendors and assess their websites for culture fit, suite of services and solutions, and self-reported strengths. Draft Your Contact Center RFP. Planning for 2019 already?

Contact Center 189

Contact Center Effort Score Culture Fashion 189

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. Sample Contact Center RFP Timeline.

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Contact Center Resources Guidelines Culture 214

BlueOcean

JULY 16, 2019

Looking for an onshore contact center partner? Yes, we’re probably a little biased, but the proof is right here – check out our top 10 reasons to outsource your contact center to Canada. Full employment” in the US makes hiring new contact center agents a challenge. You’ll share cultural similarities.

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Contact Center Sports Culture ROI 174

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. Understanding with complete clarity which measures of success are most important to your organization is the most important aspect of the contact center transition.

Contact Center 209

Contact Center Abandon Rate Resources Communication 209

BlueOcean

JUNE 24, 2019

And that can only really happen with close cultural alignment as well as an environment that empowers agents to make better decisions. Business leaders are realizing that linguistic and cultural barriers are detrimental to complex support scenarios. Simply put, offshore doesn’t cut it. You know it – and your customers know it too.

Contact Center 174

Contact Center Banking Culture ROI 174

NICE inContact

NOVEMBER 22, 2019

It’s a foundational concept that all effective contact center leaders know to be true—when you take care of your agents, they take care of your business. Cultivating a culture of appreciation will keep agents inspired to perform in their job roles all year long.

Contact Center 156

Contact Center Culture Call Center Trends 156

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. Myth #3: Company culture suffers with remote work programs.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

BlueOcean

APRIL 28, 2020

For most contact centers, work-at-home solutions aren’t new – but WAH has historically been an option, one of the tools available, often deployed in conjunction with brick-and-mortar teams. And then there’s the intangible issues – in particular, employee engagement and corporate culture. What about you? The post What Now?

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156

InMoment XI

JULY 12, 2022

It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. This strengthens brand connection and creates a customer-centric culture. Metrics, metrics, metrics. The Next Step.

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

Seaton CX

JANUARY 17, 2024

Contact center leaders are under a lot of pressure. While I believe that customer journey mapping is a strategic investment for contact center management, you should consider several factors before committing resources to the project. These opportunities may lie outside the contact center itself.

Customer Journeys 52

Customer Journeys Contact Center Comparison Exercises 52

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

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Contact Center Average Handle Time Study Feedback 78

Adrian Swinscoe

MARCH 13, 2024

One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe. Every now and again, I come across a piece of research that makes me want to pull my hair out.

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Contact Center Employee Experience Culture Technology 59

BlueOcean

AUGUST 21, 2019

You’ll task your team with running a tight procurement process to assess potential contact center partners. And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. 5. Culture.

Contact Center 159

Contact Center Culture Leadership Engagement 159

BlueOcean

OCTOBER 9, 2018

So, what about your contact center outsourcer? It’s a valid question – one which requires breaking down some of the myths associated with outsourcing your contact center. Myth #2: You Sacrifice Your Culture When You Outsource. The post Is a Strategic Contact Center Partnership Even Possible?

eBook 162

eBook Contact Center Culture Connections 162

BlueOcean

JULY 24, 2017

The same must be said when you’re looking to build a strategic partnership with a new contact center outsourcer. The contact center RFP is essential, of course, but the contact center site visit is invaluable. The Contact Center RFP Process. The Contact Center Site Visit.

Contact Center 0

Contact Center Culture eBook Hospitality 0

BlueOcean

MAY 29, 2019

Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes. Here are a few considerations: Culture fit.

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Contact Center Culture Comparison Exercises 185