INDUSTRY INSIGHTS YOUR PEERS ARE READING
So you made it through the contact center RFP process and your selection team made their final choice. Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? Both factors can impact your customer’s experience. MORE
Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences. Use Next-Gen AI Reduce Handle Time and Service Cost. MORE
For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends contact center preparedness customer experience measurement MORE
The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently. They have created personalized routing based on CRM data, resulting in a 10% increase in their Customer Satisfaction Score. MORE
For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! MORE
Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center. MORE
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer. MORE
Take a peek into the latest issue of Super-Agent and see how he is using Artificial Intelligence to save the contact center: There is pandemonium at the Contact Center. Customer care costs are increasing, agent turnover is growing and customer churn is at its peak. MORE
If you’re in the contact center space, chances are you already have a customer experience strategy. What is the importance of Customer Experience for your Contact Center? Strategies to improve your Contact Center Customer Experience. MORE
It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. Contact Center Reporting MORE
Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center. Customer Service Articles 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
There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. And make sure they are adequately built to provide satisfaction. In order to meet the needs of millennials, and younger generations, chat should be a factor in contact center channel planning. MORE
Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis. MORE
Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairly straight forward, as they use SMS / text on a daily basis. MORE
Contact center management is a difficult job. Therefore, in a throwback to the days of David Letterman, in reverse order, here are my Top 10 Contact Center Management Mistakes that should be avoided. They will not however focus on ensuring those customers STOP calling. MORE
inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% Banks generally make the news for focusing on customer service, look at their commercials, websites, etc. Some even offer concierge services. MORE
ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace. MORE
Are you looking into implementing chat as a new channel in you contact center? Here are some best practices that may help make chat a success in your contact center. In other words: more customers are using chat to interact with more companies. MORE
If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. These savings can then be applied to contact center improvements. MORE
With days filled with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that some agents will experience burnout. In fact, the average annual turnover rate for agents in US contact centers is 29%, with an average agent lifespan of less than 3.5 With these high agent attrition rates, contact centers need innovative solutions that will keep their agents satisfied and motivated, while still meeting their operational goals. MORE
Are you looking into implementing chat as a new channel in you contact center? Here are some best practices that may help make chat a success in your contact center. If you are not yet using chat, recent NICE inContact research confirms that you have good reason to look into this channel now: 40% of customers say that chat is one of their three preferred agent-assisted customer service channels (together with calling or emailing a company). MORE
inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% MORE
Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Customer Analytics. Hello. MORE
Contact center management is hard. You need to keep up with constantly growing and shifting customer expectations. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. MORE
Many common customer issues can be easily predicted. Contact centers are perfectly placed to predict imminent customer queries. Customers who purchase a subscription often call in after they receive the first invoice to question the amount. MORE
The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. MORE
These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments. 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. An engaged contact center agent will likely be able to better connect with your customers. MORE
When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. 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
For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). MORE
Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. MORE
“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey. MORE
Today’s contact centers face a daunting challenge. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. And that gap was the genesis of the computer vision revolution in customer assistance. MORE
Take a peek into the latest issue of Super-Agent and see how he is using Artificial Intelligence to save the contact center: There is pandemonium at the Contact Center. Customer care costs are increasing, agent turnover is growing and customer churn is at its peak. MORE
Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010. MORE
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Customers appreciate: Being provided with a smooth experience across multiple channels. MORE
What Does Content and Ad Review Have in Common with Customer Service? In our world, content review shares the same goals of any customer care program: delivering a high-quality experience to the end user. Outsourcing Content and Ad Review to Your Contact Center. MORE
There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. MORE
TechSee
DECEMBER 5, 2017
According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Customers appreciate: Being provided with a smooth experience across multiple channels.
NICE inContact
NOVEMBER 6, 2018
Contact center management is hard. You need to keep up with constantly growing and shifting customer expectations. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.
BlueOcean
NOVEMBER 13, 2019
What Does Content and Ad Review Have in Common with Customer Service? In our world, content review shares the same goals of any customer care program: delivering a high-quality experience to the end user. Outsourcing Content and Ad Review to Your Contact Center.
NICE inContact
AUGUST 24, 2017
inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3%
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1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.
TechSee
OCTOBER 22, 2019
Many common customer issues can be easily predicted. Contact centers are perfectly placed to predict imminent customer queries. Customers who purchase a subscription often call in after they receive the first invoice to question the amount.
|
CSM Magazine
DECEMBER 6, 2019
Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center. Customer Service Articles
NICE inContact
NOVEMBER 28, 2018
If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. These savings can then be applied to contact center improvements.
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. An engaged contact center agent will likely be able to better connect with your customers.
Integrity Solutions
FEBRUARY 15, 2019
The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers.
NICE inContact
AUGUST 12, 2019
For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language!
|
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?
NICE inContact
SEPTEMBER 7, 2017
Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis.
NICE inContact
NOVEMBER 26, 2018
Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010.
TechSee
MARCH 6, 2018
Take a peek into the latest issue of Super-Agent and see how he is using Artificial Intelligence to save the contact center: There is pandemonium at the Contact Center. Customer care costs are increasing, agent turnover is growing and customer churn is at its peak.
TechSee
OCTOBER 9, 2018
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.
NICE inContact
AUGUST 22, 2017
There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment.
NICE inContact
SEPTEMBER 7, 2017
Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairly straight forward, as they use SMS / text on a daily basis.
NICE inContact
AUGUST 12, 2019
For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT).
NICE inContact
AUGUST 24, 2017
inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% Banks generally make the news for focusing on customer service, look at their commercials, websites, etc. Some even offer concierge services.
TechSee
AUGUST 14, 2018
These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.
Comm100
AUGUST 20, 2019
If you’re in the contact center space, chances are you already have a customer experience strategy. What is the importance of Customer Experience for your Contact Center? Strategies to improve your Contact Center Customer Experience.
NICE inContact
AUGUST 11, 2016
The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently. They have created personalized routing based on CRM data, resulting in a 10% increase in their Customer Satisfaction Score.
NICE inContact
OCTOBER 31, 2017
Are you looking into implementing chat as a new channel in you contact center? Here are some best practices that may help make chat a success in your contact center. In other words: more customers are using chat to interact with more companies.
TechSee
MARCH 6, 2018
Take a peek into the latest issue of Super-Agent and see how he is using Artificial Intelligence to save the contact center: There is pandemonium at the Contact Center. Customer care costs are increasing, agent turnover is growing and customer churn is at its peak.
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
AUGUST 15, 2016
It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. Contact Center Reporting
NICE inContact
FEBRUARY 21, 2019
ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace.
BlueOcean
JUNE 26, 2018
When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver.
TechSee
MAY 29, 2018
Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls.
TechSee
SEPTEMBER 4, 2018
With days filled with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that some agents will experience burnout. In fact, the average annual turnover rate for agents in US contact centers is 29%, with an average agent lifespan of less than 3.5 With these high agent attrition rates, contact centers need innovative solutions that will keep their agents satisfied and motivated, while still meeting their operational goals.
NICE inContact
OCTOBER 31, 2017
Are you looking into implementing chat as a new channel in you contact center? Here are some best practices that may help make chat a success in your contact center. If you are not yet using chat, recent NICE inContact research confirms that you have good reason to look into this channel now: 40% of customers say that chat is one of their three preferred agent-assisted customer service channels (together with calling or emailing a company).
NICE inContact
FEBRUARY 13, 2018
“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey.
Talkdesk
JUNE 21, 2019
Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.
BlueOcean
JANUARY 11, 2016
So you made it through the contact center RFP process and your selection team made their final choice. Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? Both factors can impact your customer’s experience.
Comm100
OCTOBER 30, 2017
Contact center management is a difficult job. Therefore, in a throwback to the days of David Letterman, in reverse order, here are my Top 10 Contact Center Management Mistakes that should be avoided. They will not however focus on ensuring those customers STOP calling.
NICE inContact
SEPTEMBER 11, 2018
Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences. Use Next-Gen AI Reduce Handle Time and Service Cost.
NICE inContact
AUGUST 22, 2017
There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. And make sure they are adequately built to provide satisfaction. In order to meet the needs of millennials, and younger generations, chat should be a factor in contact center channel planning.
TechSee
OCTOBER 23, 2018
Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Customer Analytics. Hello.
Think Customers
NOVEMBER 3, 2015
For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends contact center preparedness customer experience measurement
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