BlueOcean
MARCH 14, 2024
Your organization is ready to find a new contact center outsourcer. Dig deeper in this article > 5 Insights About Sourcing and Developing Strategic Partnerships You know that partnering with a contact center outsourcer is more than just signing on another vendor. What’s your next step? We’re here to help!
MiaRec
APRIL 8, 2024
Ever since COVID, contact centers have increasingly invested in Artificial Intelligence (AI). In fact, according to a recent MarketsandMarkets report, the global contact center AI market is expected to grow at a CAGR of 21.3% billion (May 2022) to $4 billion by 2027.
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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. Try giving a how-to explanation or sharing some helpful tips. April 2023 The post Improving Contact-Center CX appeared first on Horizon CX.
BlueOcean
JULY 27, 2022
Have you ever stopped and thought to yourself: “How will contact centers navigate the post-COVID world?” After much thought, deliberation, and research, we’ve come up with the quintessential guide for your post-pandemic contact center. The post Your Guide to the Post-Pandemic Contact Center Is Here!
Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics
Is your head in the clouds when it comes to your contact center's future? If so, you're not alone; over the past three years, thousands of companies have begun the process of leaving premise-based contact center headaches behind and moving to the cloud. The top 5 tips for successful contact center cloud migrations.
NICE inContact
NOVEMBER 6, 2018
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. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.
BlueOcean
JUNE 21, 2017
Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. Start with the Basics.
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. Gain practical tips from case studies featuring leading companies.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. Social platforms are now becoming mainstream contact center channels.
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Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?
Advertiser: Caras Training
10 tips for virtual contact center training that makes at-home workers feel part of the crew while they learn. Download the article to get your virtual training best practices!
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. But is this the best place to burn our operational calories?
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