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

BlueOcean

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. The post Is a Strategic Contact Center Partnership Even Possible?

eBook 187

[eBook] The 2016 Contact Center Buyer’s Guide

BlueOcean

If you’ve landed on our website, chances are you’re somewhere in the buying cycle for contact center services. From customer service support and roadside assistance to tech support and more, we’ve built the expertise you need when you’re considering outsourcing your call center team.

eBook 156

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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? Can an outsourced contact center really live up to that? That’s where finding out about a contact center’s hiring practices is vital. Diversity in The Contact Center.

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. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

New Ebook Explores ACI’s Home Advantage Contact Center Service

Advantage Communications

Advantage Communications is proud to announce the launch of its brand-new ebook, which looks at the benefits of stay-at-home agents and how they can be the perfect complement to an organization’s existing brick-and-mortar contact center solution.

eBook 56

What Your Outsourcer Should Tell You About Managing Contact Center Agents: A Client’s Guide

BlueOcean

Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. More than just hiring and training them, you need to know how your outsourced partner is managing contact center agents on a daily basis. 3 Ways to Empower Call Center Agents. •

A Contact Center Features Checklist for 2018

Talkdesk

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. Read the full list of features in our ebook here.

A Contact Center Features Checklist for 2018

Talkdesk

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. Read the full list of features in our ebook here.

10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!

Comm100

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. As a call center manager, you absolutely need to have a training plan.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

5 Tips for Successful Business Continuity Planning for Contact Centers

Interactions

The goal of a BCP for a contact center is to minimize the disruption to both agents and customers, so that business can continue as normally as possible. A successful BCP requires a thorough evaluation of the contact center and addresses all possible scenarios that could occur.

The Contact Center: Your Company’s Unsung Hero

Clarabridge

From onboarding to retention—Contact Centers handle customers during the most delicate points in their journey. Successful Contact Centers have access to the complete information about the customer and can provide resolution based on past experiences.

Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

Contact centers are working to address this growing and changing channel use. According to Dimension Data’s 2015 Global Contact Centre Benchmarking Report which surveyed 901 contact centers across 72 countries, more than half are now multichannel ones managing at least eight different forms of contact methods. Six in 10 contact centers say they have no social customer service capabilities.

ICMI Contact Center Expo: The Top 10 Sessions You Won’t Want to Miss

StellaService

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands.

The Top 3 Ways to Forecast for Your Contact Center

Contact Center Micro-Coaching: A Proven Approach to Performance Management

StellaService

Is your contact center training program producing the results you want? could negatively affect contact center performance. Contact Center micro-coaching can fix this common performance management struggle. Why Old-School Contact Center Training Falls Flat.

Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds

NICE inContact

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans.

New ebook (free), ICMI’s Guide to Contact Center Metrics

Brad Cleveland

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Call Center Contact Center Customer Service Leadership Research/Statistics benchmarks Brad Cleveland efficiency Five9 ICMI leadership

eBook 24

Top 3 Insights from the 2016 Global Contact Center Benchmarking Report

Calabrio

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. Additionally, if upfront migration costs have been holding you back, I recommend taking a look at Calabrio’s most recent ebook on the Total Cost of Ownership.

Winning in the Cloud – How Businesses Achieve CX Success

NICE inContact

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. Our study also found that customer satisfaction is the most popular measure of success for call centers, so a win in this area is significant.

eBook 131

Here’s an Idea: Put Millennials’ Needs First

BlueOcean

What does that mean for outsourced contact center employers? The idea of contributing to the greater good – and doing meaningful work – is one that drives many major life decisions for the Millennial generation, even the decision about working in a contact center.

Why Aren’t Businesses Investing in Meeting Their Customers’ Omnichannel Expectations?

NICE inContact

This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. You can learn more by downloading our free eBook today. Advantages of the Cloud Call Center Best Practices Contact Center Management Contact Center Trends & Insights CRM Customer Experience General NICE inContact CXone Omnichannel

Micro-Coaching in the Contact Center: A Proven Approach to Performance Management

StellaService

Is your contact center training program producing the results you want? could negatively affect contact center performance. Why Old-School Contact Center Training Falls Flat. And it’s far more effective than old-school contact center training methods.

How to provide an effortless customer experience

TechSee

Asking a customer to briefly describe their issue at the start of an interaction can help gauge the nature and urgency of the problem, allowing the contact center to tailor its service appropriately.

How To 216

The True Cost of Losing a Customer

BlueOcean

It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep. Grab our latest eBook, Is a Strategic Contact Center Partnership Even Possible?

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset.

Customer Service Metrics Guide: CSAT vs. NPS vs. CES

NICE inContact

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center.

Guest Blog: Are You Setting the Right Customer Experience Goals?

ShepHyken

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans.

When it Comes to Your Customer Experience: Ditch Legacy, Go Digital!

Avaya

Our ebook, The Fundamentals of Digital Transformation, can help organizations get started. Customer Engagement Avaya Call Center Contact Center Customer Experience CX digital transformation DX multichannel omnichannel

eBook 83

3 Ways to Improve the Effectiveness of Your Digital Customer Service

Clarabridge

It is clear that improving your digital efficiency can be an opportunity to minimize costs for your contact center and improve the overall experience for your customers. Contact Center Uncategorized

In Digital Transformation, Initial Business Discovery is Key

Avaya

Check out our eBook, Fundamentals of Digital Transformation. Customer Engagement Avaya Call Center CC Contact Center Customer Experience CX CX strategy digital roadmap digital transformation Discovery DX multichannel omnichannel

3 CX Stats That May Change How You Think About Digital Transformation

Avaya

Walk in your customers’ shoes, contact your organization as your customers would. Here are three statistics that will get you rethinking your CX strategy in relation to digital transformation: 52% of companies don’t share customer intelligence outside of the contact center.

3 Key Steps to Starting Your Company-wide Digital Transformation

Avaya

Check out our eBook, Fundamentals of Digital Transformation , to learn more about this discovery process—the first of a five-step plan for creating a foolproof digital transformation strategy.

Neglecting Your Contact Centre

Clarabridge

By: Brownell O’Connor, Contact Centre Expert, Smith + Co. . The apparent struggle to understand, master and leverage CX for positive business benefits is perhaps no more evident than in the contact centre. The focus on the new upcoming ebook and workshop is IMPLEMENTATION.

eBook 56

The Critical Business Benefits of an Online Community

Verint

After all, John’s issue was resolved and he didn’t need to call your contact center. If John later contacts the service organization, they will have no previous knowledge of this issue and the actions that were taken, so John will have to repeat this information before he can get help. To learn more about the benefits of an online community, download our new Ask the Experts eBook where I and other experts discuss some of the key questions around online communities.

eBook 27

Understanding Contact Drivers

Brad Cleveland

(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements on availability.) Executives of a business-to-business company that provides HR and payroll services met to discuss service strategy.

eBook 32

The Vendor Experience: Why You Should Want More

Calabrio

In the contact center, it’s your job to respond to customer queries in a timely manner – and we believe that your contact center systems providers should do the same for you. That’s why we’ve created this TCO ebook. Download our TCO ebook.

eBook 141

The Vendor Experience: Why You Should Want More

Calabrio

In the contact center, it’s your job to respond to customer queries in a timely manner – and we believe that your contact center systems providers should do the same for you. That’s why we’ve created this TCO ebook. Download our TCO ebook.

eBook 130

The Vendor Experience: Why You Should Want More

Calabrio

In the contact center, it’s your job to respond to customer queries in a timely manner – and we believe that your contact center systems providers should do the same for you. Even when some vendor relationships don’t feel much like a partnership, many contact centers feel there is no means of escape because of complex upgrades or expensive contracts. That’s why we’ve created this TCO ebook. Download our TCO ebook.

eBook 100