The 10 Most Important Contact Center RFP Questions [Infographic]

BlueOcean

A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. For real, we’ve seen warehouse RFPs used to source contact center services…).

The Cost of In-House vs Outsourced Contact Centers: An Infographic

BlueOcean

Either way, we’ve put together this handy infographic to help you compare the cost of in-house vs outsourced contact centers. And hey, we’re also standing by to help you out with a cost analysis and custom quote for your outsourced contact center.

CMO, meet your new best friend: The contact center

Calabrio

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend.

The Hybrid Cloud for Contact Centers

Talkdesk

Digital transformation creates a bright future for progressive companies moving to cloud contact centers. Cloud contact center is not the future, it’s now, it’s here to stay and it’s the best first step in the digital transformation journey. Contact Center Trends

CMO, meet your new best friend: The contact center

Calabrio

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend.

How to Turn Contact Center Workforce Management into Champions

BlueOcean

When you think of a call center, the last thing you’d associate it with is baseball. But for those of us who work in contact center workforce management (WFM), the connections are obvious. Here’s how to turn your contact center WFM into champions.

5 Ways to Cut Costs in the Contact Center

Clarabridge

Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too.

Infographic – AR in Customer Service

TechSee

This has proven to be especially beneficial in the areas of field service, contact centers and self-service. . Contact Centers. It will also reduce contact center volume, technician visits and no-fault-found returns.

12 Positive Phrases and Empathy Statements for Customer Service (Infographic)

Provide Support

On the other hand, they do expect empathy from service agents every single time they contact your company’s support. Best Practice Infographics contact center customer experience customer service customer service infographic empathy statements infographics

How Consumers Are Changing the Face of Customer Service (Infographic)

Provide Support

Infographics Tips and Tricks contact center customer experience customer service customer service infographics customer service trends customer support infographic

5 Types of Complaining Customers And How to Handle Their Complaints (Infographic)

Provide Support

Best Practice Infographics Tips and Tricks contact center customer complaints customer service customer support infographic

Infographic: For horror, press 1: The IVR that ate CX

NewVoiceMedia

The writing is on the wall regarding CX – but most businesses are saddled with the Contact Center that Time Forgot. AI is the top trend among CIOs in 2019, and 80 percent of organizations want to use chatbots by 2020, according to Gartner – even as customers clamor for more human contact. And one of the earliest and most important areas for this is in the contact center – the place your customers go in moments of truth.

How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC)

NewVoiceMedia

Check out this infographic to discover the impact of poor customer service and then download our free research report for more info. How to future-proof your contact center technology and find your competitive advantage. The post How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC) appeared first on Blog | NewVoiceMedia.

AI bringing efficiency, convenience and better decision-making to Customer Service

TechSee

The steady progress toward deeper implementation of AI within the contact center is inevitable. To learn more about how AI can help your customer care increase efficiency, reduce labor intensity and enhance customer satisfaction, click here to download these informative Infographics.

Top six call centre challenges facing the technology sector

NewVoiceMedia

As a result, contact centres in the technology sector need to be able to route callers through to the right agent for each problem. Designing a scalable contact centre. What challenges are you facing at your contact centre?

The Philippine Call Center Industry: A Brief History

Magellan Solutions

As a sub-sector of the business process outsourcing (BPO) industry, call centers in the Philippines remain as a major contributor of the country’s economy. But like any success stories, call centers in the Philippines began in humble form before it reached its glorious status today.

Avaya IX Workforce Engagement – Transforming Employee Productivity and Customer Experience

Avaya

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. To get started or to find more out details, please contact us.

A Better Customer Experience Starts with a Better Agent Experience

Bold360

How can I empower my contact center agents to be successful? The best place to start is with an evaluation of your contact center application ecosystem. ICMI, 2017 Toolkit: How to Become a Successful Omni-Channel Contact Center, Sept 2017.

FinancesOnline’s List of “Top Countries with the Best Customer Service”

Brad Cleveland

FinancesOnline recently released an infographic that provides a list of “top countries with the best customer satisfaction.” Call Center Contact Center Customer Service Research/Statistics Brad Cleveland Customer service statistics

How Senior Leadership Can Be Positive CX Role Models

Verint

In the past, we might have been leading with tactical things like, ‘Here’s how your implementation will go, here’s how you contact support, here’s what you do to be part of the Verint family,’ but now all those things fit under an umbrella that we can articulate very clearly,” says Hollenbeck. “We’re For example, many contact centers cite average handle time or first-call resolution as measures of success.

5 Call Center Customer Satisfaction Survey Templates That Get Results

Talkdesk

Building Customer Satisfaction Surveys In the modern call center or cloud contact center, analytics provide much of the data that drive business decisions around improving customer satisfaction. In this article, you can find some of the top customer survey questions and get started quickly with templates that can be used by the call center for collecting customer feedback. Call Center Best Practices

Smart Home Experience should be Simpler – Consumer Survey

TechSee

Visual self-service – the process that enables customers to visually onboard smart home products without requiring the help of a technician or a contact center agent – is emerging as the preferred method of device setup, installation and activation. Despite this clear preference for self-service, however, 16% of consumers still end up calling a contact center for smart home support.

The Top Three Motivators for Any Generation

CX Accelerator

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" Whether you call it gamification, employee engagement, or drinking the Kool-Aid, the objective is the same - to make the day-to-day work of the contact center exciting.

Customer service journey map can lead to instant gratification

NewVoiceMedia

Train call center representatives to resolve problems. Discover why customer effort is revolutionizing processes, how to be proactive when servicing your customers, and why personalization is the next big thing in the contact center.

Rather face a dentist’s drill than hold for customer service? You’re in good company.

TechSee

The results indicate that self-installation – the process that enables customers to install home electronic devices without requiring the help of a technician or a contact center – was preferred by 3 out of every 4 survey respondents. Welcome to the age of the smart home.

7 Unexpected Tools that Will Help You Improve the Customer Experience

CX Accelerator

As the wise Jenny Dempsey reminded me at ICMI Contact Center Expo earlier this year, in order to take the best care of others, you must first take the best care of yourself. There aren’t many professional career paths more rewarding than Customer Experience (CX).

Tools 72

E-Commerce Customer Service Helps Online Stores Achieve Profitable Long-Term Growth

Magellan Solutions

Understand how can outsourcing firms and 24/7 call center services help bring success to your company. To answer these questions, let’s run some numbers from this infographic : 40 percent of the respondents say that they will buy more from a company that offers great customer service, and.

7 key issues that are holding back digital transformation in insurance

Eptica

Lack of multichannel service frustrates consumers Consumers want the flexibility to make contact on the most convenient channel for their needs and circumstances. To find out more, take a look at an infographic of key findings.

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally

OpinionLab

The infographic below highlights some more specifics around this point. So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person.

5 key customer service skills – and how technology can help improve them

Eptica

Gearing up for Christmas means that many businesses, especially retailers, are adding more staff in store and in contact centers. Date: Friday, November 6, 2015 5 key customer service skills – and how technology can help improve them. Published on: November 06, 2015.

20 Customer Service Blogs You Need to Bookmark Now, 2015

transcosmos Information Systems

The Aspect blog provides technology news, trends and actual customer experiences, best practices for customer experience related matters for contact centers and enterprises. What makes a company stand out from the rest is their ability to provide the best customer service.

What’s the best channel for U.S. retail customer service?

Eptica

When contacted through social media companies were also considerably slower at responding. You can also see more of the findings in this infographic. Date: Wednesday, November 4, 2015 What’s the best channel for U.S. retail customer service? Published on: November 04, 2015.

Four Ways Healthcare Organizations Can Embrace Virtual Assistant Technology

West Monroe

A typical issue for contact center agents is knowing when to NOT share information with someone. Consider the most frequent calls into your IVR or contact center.

How to Prepare Your Bank for Ongoing Customer Feedback and Action

PeopleMetrics

Early on, our most successful banking clients took time to plan their programs with representatives from branch operations, contact centers, and digital channels.

How good is the experience offered by UK brands?

Eptica

To find out more you can download the full report or take a look at an infographic with the key points here. Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016.

Festive failings in UK customer service

Eptica

Alternatively they could contact the retailer via email, social media or chat, unnecessarily adding to the volume and cost of incoming interactions at the busiest time for customer service teams. Date: Friday, December 11, 2015 Festive failings in UK customer service.

Happy Holidays? How good is retail customer service?

Eptica

They want top quality service, whatever the channel or device they choose to contact you through – and they demand that responses are quick, accurate, and fully answer their query. Click here to view an infographic on the Holiday season research.

20 Customer Service Blogs You Need to Bookmark Now, 2015

transcosmos Information Systems

The Aspect blog provides technology news, trends and actual customer experiences, best practices for customer experience related matters for contact centers and enterprises. Ameyo’s content, especially their listicles and infographics, are extremely helpful for BPOs or contact centre businesses. USAN offers contact center solution for highly technical industries such as financial, healthcare, insurance, telecom, among others.

Insurers struggling to connect with customer service

Eptica

Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact

Consistency – the missing ingredient in retail customer service?

Eptica

Author: Pauline Ashenden When it comes to customer service, consumers want the ability to contact you through their channel of choice and get the same positive experience - receiving fast, accurate and consistent answers - however they get in touch.