BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. at Blue Ocean. Setting Realistic Expectations. We’d love to hear from you.

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Contact Center Gamification Transportation Travel 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?

Contact Center 177

Contact Center Culture How To Leadership 177

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.

Contact Center 90

Contact Center Engagement Employee Engagement Leadership 90

BlueOcean

OCTOBER 9, 2018

So, what about your contact center outsourcer? It’s a valid question – one which requires breaking down some of the myths associated with outsourcing your contact center. Myth #3: Outsourcing Robs You of the Connection to Your Frontline Agents. The post Is a Strategic Contact Center Partnership Even Possible?

eBook 162

eBook Contact Center Culture Connections 162

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.

Contact Center 159

Contact Center Culture Leadership Engagement 159

BlueOcean

JULY 24, 2017

The same must be said when you’re looking to build a strategic partnership with a new contact center outsourcer. The contact center RFP is essential, of course, but the contact center site visit is invaluable. The Contact Center RFP Process. The Contact Center Site Visit.

Contact Center 0

Contact Center Culture eBook Hospitality 0

BlueOcean

JUNE 13, 2017

Or perhaps you’re looking for a better alternative to your current contact center vendor? Can an outsourced contact center really live up to that? That’s where finding out about a contact center’s hiring practices is vital. Frontline agents are the backbone of customer service.

Contact Center 189

Contact Center eBook Loyalty Brands 189

Calabrio

OCTOBER 3, 2016

Your contact center agents are your company’s face to the outside world. They’re your frontline to your customers, the ones you trust to maintain those critical buyer relationships. It’s not as hard as you might think to keep your contact center agents happy, motivated and committed. Advance agents’ careers.

Contact Center 174

Contact Center Tips Connections Training 174

Uniphore

SEPTEMBER 30, 2021

Moreover, it’s crucial to recognize your contact center agents in the right way. Moreover, it’s crucial to recognize your contact center agents in the right way. Best practices for recognizing your frontline agents’ success include: 1. Get to know their interests and what they do personally.

How To 100

How To Call Center Contact Center Feedback 100

Blake Morgan

JUNE 13, 2023

      Most companies understand the importance of their frontline workers interacting with customers daily. At JetBlue Travel Products, the contact center is in the middle of everything the company does–literally and figuratively. JetBlue Travel’s contact center is at the center of the action.

Contact Center 59

Contact Center Strategy Travel Customer Confidence 59

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure. Next, let’s look at the physical space that is home to your contact center.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

CSM Magazine

APRIL 6, 2023

“Calabrio’s long-tenured research, customer collaboration, and partnerships with top-tier universities has established us as a pioneer in enterprise AI innovation for contact centers. For over a decade, our Innovation Center and product teams have been integrating with sophisticated AI and ML tools.

Contact Center 52

Contact Center Analytics Innovation Customer Centricity 52

BlueOcean

OCTOBER 10, 2016

But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. Communication is key.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

BlueOcean

DECEMBER 17, 2018

Of course, greater retail sales inevitably lead to higher call volume in the contact center. Here are some key tactics for coping with holiday spikes in the contact center. Life for your frontline agents will inevitably get stressful unless you’re frank and honest with them about how hard the seasonal spike will be.

Contact Center 136

Contact Center Gamification Retail Course 136

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! View Article.

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Contact Center Management Customer Experience Customers 200

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! View Article

Contact Center 200

Contact Center Management Customer Experience Customers 200

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! View Article

Contact Center 200

Contact Center Management Customer Experience Customers 200

BlueOcean

OCTOBER 22, 2020

Before the pandemic, we at Blue Ocean had conducted less than 10% of our frontline training in a fully remote model. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean. The key, of course, was that everything, including agent training, had to pivot to a virtual environment.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

Blake Morgan

OCTOBER 10, 2022

Frontline employees face the brunt of customer anger and frustration, and it’s only getting worse. Frontline employees burn out at an incredible rate , largely because they constantly deal with demanding customers. A staggering 63% of frontline managers are also considering leaving their jobs soon. 4) Tech Resources.

Self Service 59

Self Service Airlines Hospitality Contact Center 59

Calabrio

OCTOBER 6, 2016

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. But for customer-centric organizations, the term “contact center superhero” is an accurate—and multi-faceted—description.

Contact Center 100

Contact Center Self Service Customer Centricity Omni-Channel 100

Calabrio

APRIL 13, 2017

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. More loyal customers. Sounds great, right?

Contact Center 113

Contact Center Analytics Case Study ROI 113

BlueOcean

MAY 16, 2017

True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. In that context, is it actually possible to have a strategic partnership with your contact center? It’s a valid question.

Contact Center 136

Contact Center Call Center Government Culture 136

Blake Morgan

OCTOBER 10, 2022

Frontline employees face the brunt of customer anger and frustration, and it’s only getting worse. Frontline employees burn out at an incredible rate , largely because they constantly deal with demanding customers. A staggering 63% of frontline managers are also considering leaving their jobs soon. 4) Tech Resources.

Self Service 52

Self Service Airlines Hospitality Contact Center 52

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 3: DO: Know when group training is most appropriate (and when it’s not).

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

Calabrio

APRIL 13, 2017

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. More loyal customers. Sounds great, right?

Contact Center 100

Contact Center Analytics Case Study ROI 100

Calabrio

APRIL 13, 2017

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. More loyal customers. Sounds great, right?

Contact Center 100

Contact Center Analytics Case Study ROI 100

CSM Magazine

JULY 13, 2022

Contact center leaders are struggling to keep pace with ‘unrealistic’ demands. Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide.

Contact Center 59

Contact Center Survey Healthcare Insurance 59

BlueOcean

AUGUST 15, 2016

It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. In particular, it will help your call center establish smarter volume forecasting.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

BlueOcean

FEBRUARY 8, 2017

Regular readers of our blog know we frequently explore the factors that influence these choices and the overall customer experience and there’s no question agent empathy is a key factor for the success of the contact center-customer interaction. That makes us curious: can you train contact center agents in empathy?

Contact Center 120

Contact Center Training Call Flow Interaction 120

BlueOcean

JUNE 7, 2016

That’s why when you’re searching for a new contact center outsourcer, one of your first questions is about pricing. Although we understand the motivation behind that question, we believe that contact center pricing should never be your first concern in your search for a new partner. Calculating Contact Center Pricing.

Contact Center 120

Contact Center Call Center Return on Investment Loyalty 120

TechSee

OCTOBER 22, 2019

Contact centers are perfectly placed to predict imminent customer queries. With 40% of all calls considered “next issues” following initial contacts, NIA is now a critical strategy for reducing customer effort, reducing pressure on contact centers and increasing loyalty. NIA: The balancing metric.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

BlueOcean

NOVEMBER 28, 2022

With employees in Panama, Kenya, and India, ONQ handles complex business processes for healthcare billing and a lot more, which means the work Lucas and his team do to prepare employees for the frontlines is mission critical. No wonder they awarded him the title of World’s Best Contact Center Trainer that year.

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Training Contact Center Healthcare Conference 156

BlueOcean

MARCH 28, 2017

Some of our most popular blog posts are the ones that help potential clients navigate their way through the procurement process for contact center services – especially content that looks at what questions to ask potential vendors. Who poaches your frontline people? Where are the two biggest gaps in your capabilities?

Contact Center 120

Contact Center Call Center Training Report 120

Uniphore

MAY 20, 2020

Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19. Every action a business takes is now seen through the lens of the coronavirus pandemic.

Contact Center 264

Contact Center Call Center Resources Management 264

BlueOcean

MARCH 8, 2016

(We’ll be celebrating nine years as their contact center partner soon…). That’s why you want to make sure the first 90 days with a contact center partner set both of you up for long-term success. Day 0 to Day 30 with Your Contact Center Partner. Those are high pressure scenarios.

Contact Center 159

Contact Center Chief Customer Officer Training Measurement 159

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Looking for the right contact center partner to outsource your customer success?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Self Service 111

Self Service Contact Center Banking Roadmap 111