With CXone, Fossil Group Unifies Contact Centers, Raises Performance

NICE inContact

Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons.

9 Ways Millennials Have Transformed Contact Center Customer Experience

NICE 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. Decades ago, customers only had a couple options for contacting a company: phone or mail.

How to Build a Compelling Business Case for Modernizing Your Contact Center

NICE inContact

Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center can’t deliver? In what ways could your contact center make an impactful contribution?

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?) Finally, there’s the good ol’ fashioned approach of Googling. Draft Your Contact Center RFP. Putting Together Your Contact Center RFP.

TechStyle Improves Contact Center Efficiency and Customer Service with inContact

NICE inContact

The fashion world constantly needs shaking up, and TechStyle is doing exactly that. Whether it’s the active wear of Fabletics, footwear with Shoedazzle, women’s fashion from JustFab, or children’s items via FabKids, TechStyle’s great taste doesn’t stop at clothing.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes.

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing.

Why Great Digital Customer Service Needs Vision and Commitment

NICE inContact

If the C-suite is used to thinking about customer service the old-fashioned way, they’re probably happy with passive service that waits for complaints to come to the company. Contact centers of the future will do more with less. Brands using legacy systems have to make a significant shift in how they communicate with customers and how they evaluate the performance of their contact centers. Rome wasn’t built in a day, and neither was the Internet.

Video: Turning Your Contact Center Into A Profit Center

RapportBoost

We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. We are going to talk about training, how to train your chat agents to drive profitability, and how to implement change the contact center.

How TechStyle Uses Stella Connect to Supercharge the Performance of its Outsourced Contact Center Teams

StellaService

The company also aims to do more with less—particularly when it comes to managing its customer service teams, which operate out of five outsourced contact centers in the Philippines, Mexico, Serbia and Poland.

4 Ways Agents Can Help Create the Ideal Customer Journey Map

TechSee

That’s where the contact center agent comes in. And as contact centers battle with the ever-growing problem of attrition, involving agents in strategic CX activities allows them to broaden their skillsets and advance their careers within the company.

How TechStyle Uses Stella Connect to Supercharge the Performance of its Outsourced Contact Center Teams

StellaService

The company also aims to do more with less—particularly when it comes to managing its customer service teams, which operate out of five outsourced contact centers in the Philippines, Mexico, Serbia and Poland.

Inbound and Outbound Converge in the New Contact Center

COPC

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. In the past, “outbound” contact centers were a four-letter word to many customers and staff as the focus was almost exclusively on sales and collections calls.

The Social Media Customer Service Opportunity

NICE inContact

Apparently their social media was as backed up as their contact center. I was astonished that they were able to steal customers in such a public fashion, and that the airline I’ve been loyal to didn’t care to fight back to keep me or to even resolve my issue.

From the C-Suite and Beyond: Driving the Value of Customer Experience

NICE inContact

After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! Read the Forrester report and get on the road to elevating the value of your contact center, too! How inContact “Walks the CX Talk”.

Customer service stats and what they mean for your business

NewVoiceMedia

Here are ten facts and what they mean for your contact center. Phones still handle around 68% of all contact center communications. With social media-grabbing headlines with claims that it’s the future of customer service, there’s a risk that service teams will spend too long developing a social strategy and neglect the good old-fashioned phone call. This statistic shows that phone support should still be the number one priority for contact centers.

3 Ideas to Help Customer Service Employees Work Through Burnout

Myra Golden

A typical workday for me includes dining at a highly recommended local restaurant, perhaps a walking tour of a historic city in the south, shopping for shoes in Toronto’s fashion district or meeting beautiful spirited Native Americans in Milbank, South Dakota.

5 reasons why you should outsource to call centers in Metro Manila

Magellan Solutions

But with the steady increase of call centers all over this lively archipelago, how will you know which city to pick? Choosing the right location for your call center can affect your business in more ways than one. Call centers in the Philippines employ over a million workers.

Guest Post: Friendly Employees & Happy Customers: Gain a Competitive Edge

Natalie Petouhof

Savvy companies and business owners know that their call centers are their first line of defense in customer service and gaining customer trust and loyalty. Cloud-based call centers allow companies to offer on-demand support to their customers, anywhere and anytime. Tweet.

Hot Topic’s “Daily Huddle”

Brad Cleveland

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle.

Hot Topic’s “Daily Huddle”

Brad Cleveland

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle.

The Winning Mindset for Call Center Management

Pretium Solutions

Ahhhh, just another business day in the life of a call center manager. But amidst the normal hectic nature of your day-to-day routine in call center managemen t, you know there are important concerns and issues that are falling through the cracks.

The Winning Mindset for Call Center Management

Pretium Solutions

Ahhhh, just another business day in the life of a call center manager. But amidst the normal hectic nature of your day-to-day routine in call center managemen t, you know there are important concerns and issues that are falling through the cracks.

Customer Service Management: It’s Time to Change the Metrics

CSM Magazine

With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. AHT has dominated contact center measurement for decades.

The Winning Mindset for Call Center Management

Pretium Solutions

Ahhhh, just another business day in the life of a call center manager. But amidst the normal hectic nature of your day-to-day routine in call center management , you know there are important concerns and issues that are falling through the cracks. Here is a very simple test for call center management to apply to their activities to make sure they stay focused on the worthwhile things. That’s the reason you’re in call center management, isn’t it? .

The Latest Customer Success Story: TechStyle

Lithium

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. Contact us at Kelly.sullivan@lithium.comSupporting 1K agents and 5M support calls with Lithium SMM.

[Report] Are Chat Bots the Future of Service?

Astea

This ability to address client needs in a timely and effective fashion, has a direct affect on customer satisfaction kpi by boosting satisfaction and loyalty.

Billing Dispute? Try Visual Customer Service for Real-time Proof

TechSee

Consider this recent incident: A telecom’s call center received a call from a customer complaining that he’d been billed more than double the contracted amount per month for the last few years. 42% of their call center operations are driven by billing-related inquiries.

Talkdesk Chosen to Support Adore Me Customer Service Growth and Brand Expansion

Talkdesk

Thirty years ago, yes, in 1999, I worked at a Sears contact center in Provo, Utah. This was a large contact center with hundreds of agents who took calls from customers with questions regarding products in the Sears catalogs, concerns about their orders and who were placing orders. During that summer, I learned working in a retail contact center is challenging. Call Center

How to Ramp up Service Recovery for Better Business Results

StellaService

Many brands keep doing service recovery the old-fashioned way because they expect too little from the program. After repurposing much of its contact center QA team to respond to dissatisfied customers, one major retailer saw average star ratings from these customers jump from 1.06

Faces of Customer Experience: Melissa Kovacevic

Customers That Stick

She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. Meet Melissa Kovacevic!

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Complaining Customers Are Your Best Customers. But Why?

Comm100

While it’s true that some complaining customers may become frustrated and upset, others might deliver candid complaints in a polite and friendly fashion. Foster an environment of understanding of and appreciation for the complaining customer within your contact center or business.

Websites lead the way for UK customer service

Eptica

For example, even the worst performing companies in banking and fashion scored 70%, still significantly better than the top performers in insurance who managed to successfully answer only 60% of questions. Date: Thursday, March 31, 2016 Websites lead the way for UK customer service.

How to Build Customer Trust One Interaction at a Time

Kayako

Now, even if it’s a support call or a billing call, he always contacts me directly to sort it out. When a customer contacts you, they will always want to know if you understand their problem.

All for One and One for All: How to Get Agents Collaborating

ProProfs Chat

Good Old-Fashioned Team Building. For example, focus on team-wide as opposed to agent-specific first contact resolution, reply time, and customer satisfaction if possible. Good Old-Fashioned Team Building.

Why Help Desk Software Is Important For Businesses

ProProfs Chat

In an industry where customer satisfaction is of paramount value, a call center software solution with a robust help desk can be a real asset. The customer support software enables you to efficiently manage all customer-facing inboxes, including sales@, help@, support@, contact@, and billing@.

UK retail customer service failing to move forward

Eptica

Entertainment lags behind Comparing the performance of different retail sectors, entertainment remained bottom (answering 38% of questions on the web, email and Twitter), followed by food and wine (60%), consumer electronics retailers (55%) and fashion (68%).