BlueOcean

JUNE 22, 2022

When it came to the contact center RFP, companies consistently required bidders to “Describe your telephony platform” and those with best-in-class products had a definite edge. So, what should you ask when you’re addressing contact center technology in your RFP? Every contact center approaches security in different ways.

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Contact Center Technology Tourism Exceptional Customer Service 156

Horizon CX

APRIL 3, 2023

“A significant amount of time, attention, and money is invested in training a call center workforce to handle calls appropriately and provide outstanding customer service. April 2023 The post Improving Contact-Center CX appeared first on Horizon CX.

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Contact Center Call Center Entertainment System 130

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Compounding the challenges, the KPIs used by many contact centers don’t match organizational goals or business goals, affecting your contact center’s overall performance. The gamification software Kahoot!,

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Contact Center Gamification Measurement Training 88

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline. Management Competency.

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Contact Center Leadership Training Technology 130

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

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Contact Center Leadership Self Service Analytics 130

Blake Morgan

AUGUST 29, 2023

                 Running a contact center is one of the most challenging processes f or a company when offering a unique and positive customer experience. Contact centers are the bridge that connects your customers to your brand and allows them to feel engaged and heard.

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Contact Center Leadership Strategy Management 52

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold?

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Contact Center Communication Groups Customer Service 182

Experience Investigators by 360Connext

OCTOBER 17, 2023

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. Let’s get some leadership attention for what we really need. But it can’t be a priority without funding, resources, and defined outcomes.

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Leadership Customer Experience Customer Centricity How To 259

BlueOcean

JANUARY 20, 2023

Provide an organization chart and bios of senior leadership and program managers. Pricing Contact center pricing models vary from vendor to vendor. The post 60 Customer Care RFP Questions for the Contact Center of Today appeared first on Blue Ocean.

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Contact Center Customer Care Comparison Culture 156

NICE inContact

NOVEMBER 19, 2020

There’s a lot to consider when making the software choice for your contact center. And this is why NICE inContact is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

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Contact Center Contact Center Software Software Leadership 156

BlueOcean

JANUARY 27, 2020

You can ask all the right questions in the contact center RFP and still struggle to understand how their culture might or might not align with your own. That’s why, if time and budget allow, we always recommend a site visit before you go to RFP ( read our Guide to On-Site Contact Center Visits here ). Got 15 minutes?

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Contact Center Culture How To Leadership 177

Blake Morgan

JANUARY 2, 2024

But are we losing sight of what truly matters in contact centers now? Donna Drehmann, Director of Customer Experience at Eargo, started her career in customer support and worked her way up to leadership roles at companies like Postmates, Asurion, and TikTok.

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Contact Center Leadership Tips Customer Insights 52

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc.

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Contact Center Engagement Employee Engagement Leadership 88

BlueOcean

JUNE 12, 2018

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Understanding with complete clarity which measures of success are most important to your organization is the most important aspect of the contact center transition.

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Contact Center Abandon Rate Resources Communication 209

Blake Morgan

OCTOBER 10, 2023

Jacob spoke with me about vulnerability in the workplace and how it’s an essential tool and complement for leadership. When we think of leadership, we often think about how we make ourselves emotionally vulnerable in our personal lives. That’s why it’s crucial to mix leadership with vulnerability.

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Contact Center Airlines Leadership Connections 52

Adrian Swinscoe

MARCH 13, 2024

One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe. Every now and again, I come across a piece of research that makes me want to pull my hair out.

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Contact Center Employee Experience Culture Technology 59

NobelBiz

NOVEMBER 16, 2021

Although it is still simply a “beautiful notion” for far too many businesses and contact centers. In this article, we explore the influence of emotional intelligence in companies and how to unlock it for contact centers. How to develop Conscious Leadership? How can you become a conscious leader?

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Contact Center Leadership Self Service Contact Center Software 52

BlueOcean

AUGUST 7, 2018

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process. Draft Your Contact Center RFP. Planning for 2019 already?

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Contact Center Effort Score Culture Fashion 189

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. The pace of change in the contact center industry is mind-blowing. 2. Technology.

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Contact Center Culture Leadership Engagement 159

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

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Contact Center Culture Self Service Average Handle Time 117

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

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Contact Center How To Multi-Channel eBook 78

BlueOcean

DECEMBER 15, 2022

We often hear from our readers how helpful our published content is when they are in the decision-making process for partnering with a new contact center outsourcer. We were excited to see that the readers and award committee of the 2022 Customer Contact Central MVP Awards agreed!

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Contact Center Leadership Industry Customer Experience 31

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

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Contact Center Strategy Gamification Customer Satisfaction 52

Adrian Swinscoe

MARCH 11, 2024

David […] The post A look inside a punk-inspired contact center – Interview with David Powers first appeared on Adrian Swinscoe. Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk.

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Contact Center Employee Engagement Employee Experience Innovation 59

BlueOcean

AUGUST 6, 2020

Provide an organization chart and bios of senior leadership and program managers. Contact center pricing models vary from vendor to vendor. The post 60 Customer Care RFP Questions for the Contact Center of 2020 appeared first on Blue Ocean. Team Commitment.

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Contact Center Customer Care Comparison Culture 156

NICE inContact

OCTOBER 10, 2018

In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. While it does require dedicated leadership, everyone in the organization needs to play a role in improving CX.

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Contact Center Net Promoter Score Effort Score NPS 120

Playvox

JULY 20, 2022

At the start of the year, most contact center leaders were scrambling to find talent and whenever I spoke with folks in the industry, it seemed like everyone talked about the “war for talent” and “the great resignation.” That uncertainty can come in many many. Scenarios like these require personalized help and take time to resolve.

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Contact Center Travel Airlines Retail 67

Playvox

AUGUST 8, 2022

But the trend also disproportionately impacted contact centers and customer support organizations. If every one of these agents acted on that thought, service centers would be gutted. One of the biggest challenges that contact centers have faced is that employees are demanding more from their employers.

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Contact Center How To Leadership Trends 78

Playvox

NOVEMBER 29, 2022

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. 6 Tips For Writing Your Contact Avoidance Policy.

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Contact Center Policies eBook Interaction 77

Playvox

MARCH 21, 2022

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. Related Article: 7 Proven Ways to Manage Contact Center Agent Staffing Shortages. How To Welcome Retirees Back To Work In Your Contact Center.

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Contact Center Training Technology Policies 82

NICE inContact

DECEMBER 14, 2016

Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Set Realistic Expectations For Leadership. This is natural !

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Contact Center Technology Management Training 138

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers. ’s 9 Binge-Worthy Marketing Podcasts.

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Customer Service Contact Center Customer Centricity Leadership 207

NICE inContact

OCTOBER 19, 2018

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. Notable head start in emerging AI-enabled contact center market. And we achieved the highest overall position for our ability to execute.

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Contact Center Omni-Channel Innovation Leadership 120

Bold360

MAY 14, 2020

I once subscribed to the Moses model of CX leadership. In the first of a three-part conversation, Nate and I discussed how CX leaders are coming from the world of the contact center, what makes a good leader and how Nate took this journey himself. “We’ve Transitioning from the contact center to CX leadership.

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Contact Center Leadership Customer Journeys Customer Experience 52

Playvox

NOVEMBER 3, 2021

You can encourage the growth of transparent and authentic relationships on your team by: Making information freely available – share information across departments and leadership levels. This is more important now with the rise of contact center agents working remotely. 10 Benefits of Creating a Collaborative Culture.

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Contact Center Culture Competitive Advantage Leadership 103