Five Tips for Improving Contact Center Management

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.

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.

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?

eBook 169

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?

Study: The Health of the Contact Center

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.

Growing Your Contact Center Culture

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?

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.

How to Cash in on Contact Center Failures

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.

What are Bank Contact Centers Doing Right?

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%

Give Your Contact Center a Pink Slip

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.

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.

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.

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.

Is Your Contact Center Training Missing These Things?

Integrity Solutions

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.

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 Helpful Contact Center Tools for Managers

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?

Contact Center AI – What’s out there?

Comm100

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly.

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.

The Pros and Cons of Contact Center Outsourcing

inContact

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.

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

to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.

TechStyle Improves Contact Center Efficiency and Customer Service with inContact

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.

The Truth About Attrition in the Contact Center

BlueOcean

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.

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.

The Top 3 Ways to Forecast for Your Contact Center

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. that customers may decide to go elsewhere, to. Contact (Call).

Can You Train Contact Center Agents in Empathy?

BlueOcean

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?

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

inContact

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.

Navigating Generational Differences in the Contact Center Workforce

BlueOcean

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.

Turn Your Contact Center Service Agents into Product Gurus

inContact

The legitimate purpose of business is to provide a product or service that people need and do it so well that it’s profitable.” Now, think about how the service agents who interact with your customers deliver on the promise and reputation of your products.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. rely on contact.

Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew

inContact

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Be there when your customers need you. Focus on the results your customers want.

9 Ways Millennials Have Transformed Contact Center Customer Experience

inContact

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. Proactive Rather than Reactive Customer Service.

Your Contact Center Superhero

Calabrio

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.

Don’t Undersell the Value of Your Contact Center Using Legacy KPIs and Reporting

inContact

There is a growing discussion among contact center managers about how to implement effective, KPI-based reporting. This conversation is being driven by contact center modernization and a realization that the old “art” of call center management is giving way to the new “science” of contact center management. There is an ocean of KPIs to help measure contact center performance.

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.

Speech Analytics: Changing the Game for Contact Center Technology

inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Customer Experience is a BIG Puzzle.