How to Shortlist Potential Contact Center Partners

BlueOcean

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. Shortlisting Potential Contact Center Partners.

Creating a collaborative contact center culture

TechSee

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.

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Assessing your Contact Center Solution

NICE inContact

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. Call Center Best Practices Advantages of the Cloud Customer Experience

Building the Contact Center SOW: The Framework for Success

BlueOcean

When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. The contact center SOW is the framework for your relationship. Below we explore what it takes to build an effective contact center SOW.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Finding the Right Self-service Mix in Your Contact Center

NICE inContact

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. What do your customers really think about self-service?

Assessing your Contact Center Solution

NICE inContact

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. Call Center Best Practices Advantages of the Cloud Customer Experience

Is a Strategic Contact Center Partnership Even Possible? [eBook]

BlueOcean

A true partner has a comprehensive understanding of your company and its customers and is committed to helping you achieve your strategic business goals. So, what about your contact center outsourcer? The post Is a Strategic Contact Center Partnership Even Possible?

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Growing Your Contact Center Culture

NICE 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?

Five Tips for Improving Contact Center Management

NICE inContact

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.

How to Determine Cultural Alignment in Your Outsourced Contact Center

BlueOcean

You can ask all the right questions in the contact center RFP and still struggle to understand how their culture might or might not align with your own. The post How to Determine Cultural Alignment in Your Outsourced Contact Center appeared first on Blue Ocean.

Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

BlueOcean

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.

Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

Customer: I think I need to reset my router but I can’t work out how. Customer: Never mind, I’ll figure it out myself. This lack of efficiency has not escaped the notice of customers. Core challenges for contact centers. The visual gap in service delivery.

Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.

RFP Questions to Ask About AI in the Contact Center

BlueOcean

You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Looking for more contact center RFP questions?

How to Ease the Pain of Scaling Your Contact Center

BlueOcean

Your revenue is skyrocketing, which usually means your customers are buying more and you’re gaining more customers. Have you also noticed more customers calling or messaging with questions and concerns? Scaling Your Contact Center: In-House vs Outsourced.

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.

Do Humans Still Have a Place in Contact Centers?

NICE inContact

is the average cost saved per chatbot interaction for messaging-based banking bots 11,000 operating chatbots now are on Facebook Messenger $174 billion could be saved across insurance, financial services, sales, and customer service. Chatbots enable companies large and small to handle customer service inquiries across digital channels without involving human contact center agents. So should we get rid of the poor humans in contact centers?

The Health of the Contact Center: Are You Ready for 2019?

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.

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.

Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!

BlueOcean

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care.

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.

Give Your Contact Center a Pink Slip

NICE inContact

Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. Momentum’s solution portfolio includes: Best-in-class Voice and Contact Center Software.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. center.

10 Reasons to Locate Your Contact Center in the Friendly North

BlueOcean

Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? 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.

What are Bank Contact Centers Doing Right?

NICE inContact

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%

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

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.

The Fundamental Guide to the Contact Center RFP

BlueOcean

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.

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.

Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

NICE inContact

Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Be mindful of these tips for improving contact center etiquette: . My favorite customer service best practice? Service with a smile! Not only does a smile help to form the customer’s first impression of the agent, it can be disarming – especially if the caller is agitated.

5 Helpful Contact Center Tools for Managers

NICE 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. Are your agents prepared to answer customers’ questions?

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. An engaged contact center agent will likely be able to better connect with your customers.

How to Cash in on Contact Center Failures

NICE inContact

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.

TechStyle Improves Contact Center Efficiency and Customer Service with inContact

NICE inContact

By providing monthly shipments of trend-setting clothing for subscribers, TechStyle is reinventing retail for millions of its customers. TechStyle uses inContact to outsource its entire customer service team of 600-to-1200 agents, who field inbound calls from all across the globe.

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth. Is your Contact Center Keeping Up?

Top 10 Things to Assess on Your Contact Center Vendor Site Visit

BlueOcean

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners.

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. Do you feel like you can trust them with your customers?

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? Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty.