article thumbnail

A Comprehensive List of Resources for the Contact Center Sourcing Process

BlueOcean

Your organization is ready to find a new contact center outsourcer. We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. To avoid that headache (and massive waste of resources), shortlisting potential partners is critical. What’s your next step? We’re here to help!

article thumbnail

How to Improve the Contact Center Experience in 5 Easy Steps

InMoment XI

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How Contact Center Optimization Can Improve Your Bottom Line

InMoment XI

As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.

article thumbnail

What You Need to Know About Contact Center AI

InMoment XI

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. What is Contact Center AI? How Does Contact Center AI Work? Will Contact Center AI Replace Call Center Agents? The simple answer is no.

article thumbnail

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Contact center leaders worry about agents giving away too much or serving customers inconsistently. And executives worry about the cost of investing in new tools and resources.

article thumbnail

Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

BlueOcean

In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. When you operate an in-house contact center, you are responsible for 100% of an agent hour: the employee’s hourly wage, and all associated benefits and taxes, are your responsibility.

article thumbnail

4 Essential Resources to Read Before You Craft Your Contact Center RFP

BlueOcean

The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure. Sample Contact Center RFP Timeline.