5 Tips to Lower Contact Center Attrition

NICE inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

Five Tips for Improving Contact Center Management

NICE inContact

Contact center management is hard. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution. Very hard, actually.

5 Tips to Lower Contact Center Attrition

NICE inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

NICE inContact

Contact centers are lively, energetic places with lots of activity going on. Be mindful of these tips for improving contact center etiquette: . There’s nothing like social chatter buzzing in the background to kill focus and concentration (see Tip #2!). In a contact center, everything hinges on the schedule. Basic contact center etiquette really involves respecting people and time. Hold the door. Be on time.

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.

Growing Your Contact Center Culture

NICE inContact

While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. Most contact centers fall somewhere in the middle ground. As a contact center leader, where do you start that process?

4 Tips to Improve Your Contact Center Customer Experience

Comm100

If you’re in the contact center space, chances are you already have a customer experience strategy. What is the importance of Customer Experience for your Contact Center? Customer experience (CX) is centered on the needs and perceptions of the customer , not the business.

How to Handle Angry Customers in Your Contact Center

NICE inContact

Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Here are a few tips for helping your agents deal with these tense situations: . Finally, maintain a positive attitude within your contact center.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means.

Quantify your Contact Center Success with CCaaS and KPIs

NICE inContact

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Here are some tips: State the business objective(s).

Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. Tune in for some practical tips for improving agent engagement, reducing attrition, and improving your overall customer experience.

Implement Continuous CX Improvements in Your Contact Center

NICE inContact

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. One additional tip would be to avoid doing CX in a vacuum.

10 Reasons to Locate Your Contact Center in the Friendly North

BlueOcean

Looking for an onshore contact center partner? Yes, we’re probably a little biased, but the proof is right here – check out our top 10 reasons to outsource your contact center to Canada. Full employment” in the US makes hiring new contact center agents a challenge.

5 Top Procurement Tips for Seeking an Outsourced Contact Center

BlueOcean

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. Finding the right contact center for you is going to take more than a strategic RFP. Are You Seeking an Outsourced Contact Center?

The Top Five “Must Have” Contact Center Phone System Features

NICE inContact

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running.

How to Improve Customer Experience in an Era of Choice

The balance of power has tipped to the side of customers due to technology lowering. What if you could provide your contact center with tools that would enable and. of their customer-facing departments such as call centers, customer success.

Your Contact Center Superhero

Calabrio

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. Profile of a Contact Center Superhero.

Is Your Contact Center Training Missing These Things?

Integrity Solutions

The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers.

Top 5 Tips to Motivate Contact Center Agents

Calabrio

Your contact center agents are your company’s face to the outside world. It’s not as hard as you might think to keep your contact center agents happy, motivated and committed. Contact center agents are no different.

What You Need to Know When Looking for a New Contact Center Outsourcer [Slideshare]

BlueOcean

Looking for a new contact center outsourcer is rarely as simple as it sounds. That’s why we’ve pulled together our top “How To” procurement tips so you don’t have to spend hours hunting down the resources.

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.

Contact Centers aren’t Ready for Omnichannel

Calabrio

The potential of “omnichannel” when it comes to contact centers is undeniable. Once the Internet came about, that human connection fragmented, and companies found adding a single online communication channel to their legacy call center operations to be a challenge.

6 Keys to Successful Contact Center Technology Change Management

NICE inContact

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. Contact center solutions , like those offered by inContact, directly contribute to increased efficiency, improved customer satisfaction, and much more. Call Center Best Practices Contact Center Management Customer Experience

New Year, New Contact Center RFP? 10 Mistakes to Avoid

BlueOcean

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. These factors require some creativity when responding to and differentiating through the contact center RFP.

Dog Days of the Contact Center: 5 Tips to Get More Contact Center Treats

Talkdesk

This is Caramel, and I am here to end your contact center dog days. Today we will talk about one of the main factors in your contact center’s success: your owner at the company, or as you call it, your manager. Woof! .

The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.

How to Engage Gen Z in the Contact Center

BlueOcean

For those of us in the contact center industry, we welcome this new cohort into our multi-generational workforce. In the contact center world, there is a lot of work that is tailormade to leverage Gen Z’s greatest strengths. Engaging Gen Z in the Contact Center.

10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!

Comm100

Contact center management is a difficult job. In an effort to help address some of these gaps, I have prepared a list of some of the common issues I’ve come across over my years in the industry, as well as some best practice tips and suggestions on how to resolve these problems.

10 Tips for Connecting with Customers Emotionally

NICE inContact

So, contact center managers need to put the right practices in place and also give agents the right tools. Bearing that in mind, here are 10 tips for connecting with customers emotionally.

Gain Workforce Optimization Tips from Top Brands

NICE inContact

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. You’ll take away actionable insights you can apply in your contact center.

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Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The calls that do go through to the contact center agent are for more critical interactions — involving complexities, emotions or higher values.

Happy Hour: Wellness in the Contact Center

Talkdesk

Years in the customer service industry as an agent, director and everything in between showed her how important wellness in contact centers is. Jenny shared tips about why wellness in the workplace is a necessary component of self-care, and how we all can (and should!) Thanks to her time in the customer service industry, Jenny’s advice is optimized for contact centers. The post Happy Hour: Wellness in the Contact Center appeared first on Talkdesk.

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center

Talkdesk

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

How will Visual Engagement Impact Your Contact Center? The KPI Deep Dive

TechSee

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience.

Self-Service: The Changing Nature of the Contact Center

Calabrio

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Expectations for contact agents: Quality over quantity.

Self-Service: The Changing Nature of the Contact Center

Calabrio

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Expectations for contact agents: Quality over quantity.

Gain Workforce Optimization Tips from Top Brands

NICE inContact

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams. You’ll take away actionable insights you can apply in your contact center.

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