BlueOcean

JUNE 21, 2016

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision. Agent Engagement. Need some insight?

Contact Center 120

Contact Center First Call Resolution Training Culture 120

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

BlueOcean

MAY 5, 2023

The contact center world is riddled with stereotypes of soul-crushing jobs. In addition to asking smart questions about attrition , be sure to dig into their employee engagement and retention initiatives. How do they convey employee appreciation? How do they follow up on employee feedback?

Customer Care 156

Customer Care Contact Center Comparison Government 156

COPC

JULY 23, 2021

This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. With 90% of employees within the first year of service at FBC, the organization needed to understand both the employees’ sentiments and improve FBC’s opportunities.

Employee Engagement 52

Employee Engagement Engagement Survey Analysis 52

Think Customers

DECEMBER 22, 2021

In the face of the Great Resignation, industries across every sector are faced with a harsh reality: give your employees a healthy and productive work environment or they will leave you. And the contact center industry is not exempt. Meeting employee needs and equipping them with the right tools with be critical in 2022.

Contact Center 52

Contact Center Strategy Self Service Training 52

RapportBoost

DECEMBER 10, 2018

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. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Talkdesk

JUNE 18, 2020

By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. Contact centers are one of the many industries feeling the impacts of the coronavirus (COVID-19) and right now, it’s anything but business as usual.

Industry 63

Industry Strategy Management Contact Center 63

Qualtrics

MARCH 26, 2019

But governance could be the “secret sauce” for figuring it out, with the help of your colleagues. Governance moves you from having data, to getting stuff done based on the data. There’s no one right way to create the recipe, but you can start building your organization’s CX governance framework with a few key ingredients.

Government 22

Government Data Policies Guidelines 22

COPC

OCTOBER 1, 2019

Gladys is a seasoned BPO leader with proven expertise in service operations and contact center strategies. We are the chosen partners of Fortune 100 companies and government entities. The modules in the HPMT training were instrumental for our managers, whether they were internally promoted or a seasoned contact center manager.

Contact Center 40

Contact Center Training Government Technology 40

Think Customers

OCTOBER 12, 2020

Guess what’s mission critical for contact centers in the COVID-19 age? Asynchronous employee training. And government agencies are turning to mobile messaging and other digital tools to streamline enormous, unforeseen unemployment claims volume. Remote workforces. Intelligent automation. Omnichannel.

ROI 52

ROI Healthcare Insurance Contact Center 52

Magellan Solutions

SEPTEMBER 10, 2019

You can hire a call center during the holidays or after advertising your product or service. If you want to keep it as a regular part of your business operations, signing a long-term deal with a call center is probably best. Advantages And Disadvantages Of Contact Center Outsourcing. Fully-managed. Management.

Call Center 49

Call Center Call Center Solutions Contact Center Culture 49

ProProfs Chat

NOVEMBER 17, 2017

Banks are already deploying ITM’s (Interactive Teller Machines), high-end automakers like Land Rover and Jaguar are employing video as are government agencies are offering solutions such as video chat at DEWA (Dubai Electricity and Water Authority) in Dubai.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Russel Lolacher

JUNE 5, 2022

So first question, we’re talking about technology, employee engagement with technology. So I will ask you the first question is, what’s the best or worst employee experience you’ve ever had? But it’s the theater of the mind brand. And and I enjoyed a little bit here in the US. Russel Lolacher.

Communication 93

Communication Technology Employee Engagement Culture 93

Natalie Petouhof

APRIL 7, 2016

Customer experience should not be governed by a department or fiefdom business model. Suggestions for improving self-service cannot be realized unless the organization, from top to bottom, is ready for transformational change and has the structure and the budget to make and support change.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40

SurveySensum

JULY 14, 2020

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. Aimee Lucas – Customer & Employee Experience Researcher, Advisor, Trainer, Speaker, CCXP. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

eGain Blogs

MARCH 2, 2023

Today’s employees are millennials and Gen Z with short attention spans—12 and eight seconds respectively. An example is the ability of a customer contact center agent to diagnose and solve a customer problem or provide them advice, based on a specific symptom or situation. It is hard to teach situational know-how.

Training 52

Training Contact Center Insurance Government 52

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Confirmit. Qualtrics. and ultimately—to be right.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Strativity

AUGUST 15, 2017

Discrete CX initiatives—a contact center assessment, a customer or employee engagement research effort—can often be managed within the existing constructs of your CX team. Respect everyone: Deliberate Engagement Through Efficient Program Governance. So, how can you tip the odds of success in your favor?

Government 40

Government Employee Engagement Engagement Tips 40

Strativity

AUGUST 15, 2017

Discrete CX initiatives—a contact center assessment, a customer or employee engagement research effort—can often be managed within the existing constructs of your CX team. Respect everyone: Deliberate Engagement Through Efficient Program Governance. So, how can you tip the odds of success in your favor?

Government 40

Government Employee Engagement Engagement Tips 40

ClearAction

NOVEMBER 4, 2020

For most things requiring approvals, employees must specify in writing its contribution to customer experience and employee experience.” In the first 15 months we saw double-digit increases in employee engagement and customer experience results. Mine customer comments from your contact center and other sources.

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77

Verint

MAY 1, 2017

CX Sydney 2017. May 9; Sydney, Australia. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m.

Customer Focused 27

Customer Focused Loyalty Culture Groups 27

Qualtrics

APRIL 9, 2019

In a recent blog post and during a panel chat at the recent Qualtrics X4 conference in Salt Lake City, we talked about the many ways you can leverage customer and citizen feedback to help your business or government agency get ahead of operational and business risk. Ideas: Play a contact center recording at a team meeting.

Government 46

Government Conference Survey Social Media 46