BlueOcean

SEPTEMBER 11, 2019

The document that will make or break your decision of which new outsourcer to partner-up with. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. The necessary evil.

Contact Center 174

Contact Center Infographics Interaction Customers 174

Comm100

OCTOBER 25, 2021

It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers.

Contact Center 226

Contact Center Knowledge Base Omni-Channel Chatbots 226

NobelBiz

APRIL 23, 2024

This is why automation is especially transformative in contact centers. Collections agents must be well-versed in the legal aspects of debt collection, while technology solutions can automate compliance checks and documentation, ensuring that all interactions meet regulatory standards.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET. Donna Fluss is president of DMG Consulting.

Contact Center 138

Contact Center Strategy Roadmap Consulting 138

NICE inContact

SEPTEMBER 20, 2019

But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky. In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Your Contact Center represents the front line to your constituents and customers.

Contact Center 159

Contact Center Call Recording ROI Report 159

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Contact Center 136

Contact Center Average Handle Time Exercises Interaction 136

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

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

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. Your dollar will stretch further.

Contact Center 174

Contact Center Sports Culture ROI 174

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Refer to Supported Regions to learn more.

Contact Center 87

Contact Center Call Center e-support Knowledge Base 87

BlueOcean

OCTOBER 29, 2019

Maybe you’re a math person and love nothing more than a hefty Excel document to dig into for a few hours. Either way, we’ve put together this handy infographic to help you compare the cost of in-house vs outsourced contact centers. Request an estimate today. Calculating the Cost of Outsourcing. Get a custom quote today.

Contact Center 136

Contact Center Infographics Analysis Customer Care 136

BlueOcean

SEPTEMBER 30, 2018

The contact center SOW is the framework for your relationship. It’s a dynamic document that, like your partnership, requires time and attention. Below we explore what it takes to build an effective contact center SOW. Building the Contact Center SOW. Looking for a new contact center partner?

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

TechSee

DECEMBER 9, 2020

One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center Meeting Social Media Call Center 105

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?) This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process. Draft Your Contact Center RFP. Planning for 2019 already?

Contact Center 189

Contact Center Effort Score Culture Fashion 189

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

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

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. When you transform contact center inefficiencies into proficiencies you are transforming money “wasted” into money saved.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

BlueOcean

JUNE 21, 2017

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. Start with the Basics.

Contact Center 174

Contact Center Tips Culture Call Center 174

NobelBiz

JULY 20, 2021

Imagine having to manage hundreds of document on a daily basis without a way to categorize them. In this regard, contact centers require a system for sorting, categorizing, and organizing all of their call data. The post How to Use Call Tagging to Enhance Your Contact Center? appeared first on NobelBiz®.

Contact Center 98

Contact Center How To System Data 98

CX Accelerator

FEBRUARY 6, 2019

Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! We document difficult cases, start to finish and conclude with what could/should have been done to prevent or avoid the issue all together.

Contact Center 206

Contact Center B2C Ecommerce Knowledge Base 206

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. Ease of Integration, Open Interfaces.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

NICE inContact

NOVEMBER 14, 2018

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s. Link objectives impactful KPI’s.

Contact Center 120

Contact Center Average Handle Time Financial CRM 120

NICE inContact

OCTOBER 31, 2019

For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. Helping call center agents set specific, measurable, and realistic goals can increase their focus and motivation. Set your agents up for success by having them document their goals. Provide immediate feedback.

Contact Center 136

Contact Center Management Call Center Sports 136

NICE 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?

Contact Center 185

Contact Center Customer Service Culture Interaction 185

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

Storyminers

JULY 7, 2020

What’s the most important thing contact center managers should prepare for in 2017? At most contact centers, there will be several waves of change within the 2017 calendar year. There are still many contact centers that put internal performance numbers ahead of customers’ needs. 2 Serve before you sell.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

Talkdesk

DECEMBER 10, 2020

Migrating a contact center to the cloud can drive your digital transformation program forward. Identify the business opportunity Before building a case, consider the impact of moving to a cloud contact center for your business. Don’t forget to document why you’re looking to replace your current solution.

Contact Center 115

Contact Center How To Transportation Roadmap 115

Call Experts

JULY 13, 2023

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

NobelBiz

SEPTEMBER 19, 2023

Ah, the dreaded dropped call – the arch-nemesis of every contact center agent’s productivity and the ultimate buzzkill in the world of customer service. But in the contact center realm, they’re not just a minor inconvenience; they’re a productivity vampire. Moreover, OMNI+ guarantees 99.9%

Contact Center 59

Contact Center Call Center Abandon Rate Contact Center Software 59

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. While some industries benefit from limits, the contact center world is very dependent on more intangible factors like cultural alignment and customer experience.

Contact Center 149

Contact Center Call Center Report Transportation 149

TechSee

SEPTEMBER 2, 2020

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Call Center Engagement ideas. A collaborative contact center is one where agents work together to make decisions and respond to customer requests based on group advice and guidance. Promote Health and Wellness.

Contact Center 109

Contact Center Employee Engagement Engagement Gamification 109

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. What Is A Contact Center?

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52