Comm100

MARCH 16, 2022

In US government, this score languishes at 4.5. With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task. Table of Contents: Chapter 1: Governments are taking CX seriously.

Government 191

Government Customer Service Chatbots Effort Score 191

NICE inContact

APRIL 29, 2019

Government agencies often times struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. Aging contact center technology can become a major hurdle. If so, cloud contact center technology may be the solution to your dilemma.

Government 136

Government Contact Center Omni-Channel Technology 136

BlueOcean

AUGUST 6, 2020

Describe your governance model including detail on senior management involvement on our account. Technology. A vendor’s technology stack is the make-or-break factor in their capacity to pivot and adapt to situations like the recent pandemic. Contact center pricing models vary from vendor to vendor. Pricing Models.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

AUGUST 21, 2019

You’ll task your team with running a tight procurement process to assess potential contact center partners. That’s why we’ve put together a list of the top 10 things to assess on your contact center vendor site visit. 2. Technology. The pace of change in the contact center industry is mind-blowing.

Contact Center 159

Contact Center Culture Leadership Engagement 159

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. How Can I Best Monitor Remote Employees?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. This is Blue Ocean’s fourth time being recognized by the Stevie Awards.

Sales 177

Sales Customer Service Sports Contact Center 177

CSM Magazine

APRIL 13, 2023

a leading, cloud-native, contact center customer experience insight and action platform provider, announced key findings such as, more than 40% of contact center decision makers report having limited success with their CCaaS migration efforts. Advanced analytics and automation bridge gaps for improved business outcomes.

Contact Center 52

Contact Center Exceptional Customer Service Study Consulting 52

Experience Investigators by 360Connext

JANUARY 30, 2024

Switching lanes, we delve into the government’s customer experience revolution, with a spotlight on the USDA’s recent initiatives. Reflect on the executive order that’s shaking up agency status quos and the newfound trust blooming between citizens and their government. Michelle holds 6 U.S.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. A 360-degree customer view is an approach that allows contact centers to gain a complete understanding of the customer through collecting and analyzing data from multiple sources.

Contact Center 52

Contact Center Customer Journeys CRM Social Media 52

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management Policies Gamification 70

NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. We will also discuss why customer data privacy and security matter for contact centers.

Contact Center 52

Contact Center Data Management Contact Center Software 52

UJET

JUNE 4, 2021

Ready to modernize your own contact center? Customers have grown more comfortable using technology and will continue to demand more from digital experiences moving forward. This is especially true for customer service and contact centers, where the drive to digital can’t come at the expense of exceptional customer service.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

NobelBiz

FEBRUARY 15, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. We will also discuss why customer data privacy and security matter for contact centers.

Contact Center 52

Contact Center Data Contact Center Software Management 52

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Policies Study 69

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. Technology. Need some insight?

Contact Center 120

Contact Center First Call Resolution Training Culture 120

BlueOcean

JANUARY 11, 2016

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? Is the headache over? That would be nice, wouldn’t it? Initial Meeting. Technical Plan and Requirements.

Contact Center 149

Contact Center Effort Score Metrics Government 149

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets. Put simply, contact centers are perfect petri dishes for healthcare crises.

Contact Center 81

Contact Center Virtual Agent Chatbots Average Handle Time 81

BlueOcean

MAY 16, 2017

True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. In that context, is it actually possible to have a strategic partnership with your contact center? It’s a valid question.

Contact Center 136

Contact Center Call Center Government Culture 136

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Describe your governance model including details on senior management involvement on our account.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . What is a call-out line? Keep reading here to learn why.

Contact Center 52

Contact Center Call Center Trends Healthcare 52

NobelBiz

MAY 2, 2022

In this article, we explore the nature, functionality, and benefits of call routing for call routing for contact centers. What is call routing in a call center and how does it work? The technological mechanism that automatically sends an incoming call to the correct recipient is known as call routing.

Contact Center 52

Contact Center Strategy Call Center Wait Times 52

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. With the shift from an unregulated space to one that is increasingly governed by rules, the importance of navigating this landscape with a knowledgeable partner becomes huge. All enabled by NobelBiz leading contact center technology.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

NobelBiz

FEBRUARY 14, 2023

CRM strategies involve using technology to store and analyze customer data and automate and streamline sales and marketing processes. In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. This can lead to increased customer loyalty and repeat business.

Contact Center 52

Contact Center CRM Measurement Strategy 52

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Read about these three emerging outsourcing priorities in the blog post written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships workshop.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

NICE inContact

AUGUST 8, 2019

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of newer tech that redefines our experience with contact centers.

Connections 137

Connections Contact Center Government System 137

NICE inContact

AUGUST 8, 2019

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of newer tech that redefines our experience with contact centers.

Connections 136

Connections Contact Center Government System 136

NobelBiz

APRIL 19, 2021

As we entered the age of big data and made the shift from the call center to the contact center industry, resource management became one of the most important tactical business aspects. Before the cloud, call centers would buy physical hardware architectures that needed to be shipped to the locations and installed.

Contact Center 52

Contact Center Resources Management Call Center 52

NobelBiz

APRIL 9, 2024

In this comprehensive article, we delve into the details of call center compliance , exploring its significance, the laws and regulations governing it, common mistakes to avoid, and best practices for ensuring adherence. Table of Contents What is Call Center Compliance and Why is it Important?

Call Center 105

Call Center Healthcare Contact Center Financial 105

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The breakthrough technologies have swamped the world and it’s the truth that all this change has been enticing for most of us. Shep Hyken.

Government 88

Government Technology Trends Social Media 88

Uniphore

JANUARY 4, 2022

Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out about the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s modern enterprise.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Uniphore

JULY 30, 2021

When contact center leaders were asked what prevents them from running their dream contact center operation, they cite the same reasons year after year – lack of technology integration closely follows lack of budget. Overall, only 12.1% of businesses receive high NPS ratings though 81.9%

Innovation 246

Innovation Contact Center Average Handle Time NPS 246

eGain Blogs

JUNE 1, 2021

When COVID hit, contact center supervisors were caught between a rock and a hard place—a flood of incoming calls on one side and agent dislocation on the other. eGain Analytics™ helps supervisors easily measure performance at the queue and agent level and make changes in real-time to optimize contact center operations.

Contact Center 52

Contact Center Self Service Average Handle Time Analytics 52

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. AI is finding a comfortable home in the contact center. In my next blog, I will review how organizations are leveraging AI in the contact center and provide a roadmap for success.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Think Customers

DECEMBER 22, 2021

And the contact center industry is not exempt. With several outsourcing contact centers in 2021 reporting training class rates as low as 20% and above average stress levels , it’s no longer a question of how does the industry recruit quality employees, but how does it retain them? contact center representative is $14.64

Contact Center 52

Contact Center Strategy Self Service Training 52