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.

7 Contact Center Glossary Terms You Need to Know

NICE inContact

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . Cloud Contact Center – Cloud computing… applied to the contact center.

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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?) Furthermore, the team should agree on the budget as well as the process for evaluation and scoring of RFP responses (including deal-breaker criteria).

Next Issue Avoidance – How contact centers can preempt follow-up calls

TechSee

Contact centers are perfectly placed to predict imminent customer queries. By analyzing data from large sets of trouble tickets, organizations can anticipate customers’ next questions and eliminate huge volumes of future contacts.

Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). By the end of this webinar, you will know: How to establish an “effort-measurement” base for both the customer experience and the employee experience.

What Is a Good Customer Effort Score and How Can You Earn One? The Complete Guide

TechSee

How can a company achieve a good Customer Effort Score? Out of frustration, Kevin and Beth contact Company B. Later, when they have a question about a deductible, they contact the same agent directly and get the answer they need without having to repeat any details.

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

NICE 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. WFM software is no longer for big contact centers.

3 Practical Ways AI in the Contact Center Gets Real

Comm100

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience. AI-powered chatbots interact better with your customers, leading to better experiences for them and higher satisfaction scores for you.

Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up

Calabrio

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. This way, efforts can be concentrated on those specific metrics.

So You Finally Chose a Contact Center Outsourcer. What Next?

BlueOcean

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? The post So You Finally Chose a Contact Center Outsourcer.

How will Visual Engagement Impact Your Contact Center? The KPI Deep Dive

TechSee

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience.

5 Reasons to Launch Your Contact Center to the Cloud

VDS

5 Reasons to Launch Your Contact Center to the Cloud. As the primary point of interaction between your business and your customers, a contact center is often the heartbeat of an organization. Agent turnover is still the number one challenge for contact centers.

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Making your customers exert effort when interacting with you is – no surprises here – obviously a bad thing.

Contact Center Metrics Tracking Toward Customer Centricity

Think Customers

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

Contact Centers Are Still Popular, but Satisfaction Remains Mediocre

Think Customers

Despite industry efforts to make improvements, customer satisfaction with contact center interactions haven’t changed in the past year, leaving lots of room for improvement.

10 Call Center Mistakes to Avoid when Striving for Effortless Experience

TechSee

According to Gartner , organizations should strive to deliver low-effort customer experiences because simplicity is the most significant driver of loyalty. Single contact resolutions are the contact center equivalent of one-click ordering.

Nine Myths to Debunk for a Data-Powered Contact Center

Calabrio

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Some fear the cost, others mistakenly believe the ramp-up time and effort will be overwhelming.

Successful Call Center Agents Share This Personality Type

TechSee

The contact center agent’s job is getting harder. Call volumes in many contact centers are down along with the cost to serve. However, that means successful call center agents must now deal with a far greater proportion of complex issues.

Top Priorities in Customer-Centric Contact Centers

RapportBoost

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.

Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report

Comm100

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy.

Artificial Intelligence in Contact Centers—How to Know Your Customers

Avaya

Other examples include the CES (Customer Efforts Score) and real-time UGC (user-generated content). The post Artificial Intelligence in Contact Centers—How to Know Your Customers appeared first on Avaya Connected Blog. CX and Contact Center

Visually Enhancing Agent Experience Creates Better CX

TechSee

In fact, the latest research shows that small-sized call centers (less than 50 seats) have an annual turnover rate of 17%, medium-sized contact centers witness a 37% attrition rate and large-sized operations lose 44% of their reps per year.

Contact Center Performance Management: Is Sharing Customer Feedback a Mistake?

StellaService

Even with all the right contact center performance management pieces in place—robust call center training programs, regular QA reviews, and employee engagement initiatives—many customer service leaders can’t figure out how to crack the code.

6 Ways to Improve the Efficiency and Productivity of your Contact Center Agents with Live Chat

Comm100

The numbers don’t lie, customer satisfaction for co-browsing sessions scored more than six points higher than an average chat session. Instead of your agent needing to dig through your help center, find the right help document, attach it, and send it over, the chatbot pops up. Using the name of the feature as the keyword, it instantly pulls up the article, which the agent can send over with a single click – saving all everybody’s time and effort.

6 Ways to Improve the Efficiency and Productivity of your Contact Center Agents with Live Chat

Comm100

The numbers don’t lie, customer satisfaction for co-browsing sessions scored more than six points higher than an average chat session. Instead of your agent needing to dig through your help center, find the right help document, attach it, and send it over, the chatbot pops up. Using the name of the feature as the keyword, it instantly pulls up the article, which the agent can send over with a single click – saving all everybody’s time and effort.

The Talkdesk Difference: Contact Center Integrations

Talkdesk

The contact center is the easiest way to connect two people in a real-time, personal conversation, but companies can use the contact center to connect to more than just their customers. Think of the time and effort that would save agents. Call Center

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. Making your customers exert effort when interacting with you is – no surprises here – obviously a bad thing.

How Fast-Growing ezCater Minimizes Agent Attrition in the Contact Center

StellaService

Contact center attrition is one of the biggest challenges brands face. Many legacy brands continue to struggle with (or are resigned to live with) contact center attrition. We’ve gotten so few poor scores,” she says, “we haven’t identified a need yet.”.

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.

Understand top tier contact center operations and benefits.

Call Experts

Contact center protocols develop, manage, evaluate, and optimize your customer journey. Organizations are redefining their contact objectives. Does your contact center offer the ability to provide self-service tools to your business? What is the effort level?

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.

Talkdesk by Role: Contact Center Agents

Talkdesk

For customers and prospects in your contact center, agents are the voice of your company. When a call ends, agents can log notes and a disposition directly into Callbar without having to navigate back to a specific tab, saving them extra time and effort. Call Center Talkdesk

Talkdesk vs. Five9: Contact Center Software Review

Talkdesk

When it comes to making a decision about which contact center software to use for your team, the choice often comes down to two different solutions. When Talkdesk was founded, the company goal was to allow customers to set up a call center in five minutes. Call Center Talkdesk

Contact Center Performance Management: The #1 Ingredient Your Program Is Missing

StellaService

Contact center performance management has, for many brands, changed little over the years. If this has a familiar ring to it, you’re not holding your contact center performance management program to a high enough standard.

Contact Center Performance Management: Is Sharing Customer Feedback a Mistake?

StellaService

Even with all the right performance management pieces in place—robust call center training programs, regular QA reviews, and employee engagement initiatives—many customer service leaders can’t figure out how to crack the code. It’s a lack of transparency on the contact center floor.

What Gets Measured Gets Improved (Contact Center Monitoring + Includes Sneak Peak at Zappos Monitoring Form)

Myra Golden

Quality assurance monitoring in a call center needs to take place a minimum of weekly. Rather than focusing on a score, focus your conversations on how to help agents improve their interactions with customers. pride in your quality assurance efforts and lower your stress level.