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Why the Contact Center Experience Is So Important

InMoment XI

The contact center experience can make or break your customer’s overall experience with your organization. What Is a Contact Center Experience? Why is the Contact Center Experience Important? The contact center experience is a crucial part of the overall customer journey.

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52 Contact Center RFP Questions to Ask Vendors

BlueOcean

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. and outline your approach to new hire training.

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52 Contact Center RFP Questions to Ask Vendors

BlueOcean

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. and outline your approach to new hire training.

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Creating a Custom Zendesk IVR Integration for a Multinational Communications Corporation: A Case Study

BlueOcean

By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. From there, agents underwent one-on-one training to get up to speed quickly. as part of our QA process.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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How To Manage The Average Handling Time (AHT) For Contact Centers?

NobelBiz

Call Center agents’ main goal is to handle as many calls as possible effectively and without wasting time. However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. What are the appropriate methods to maximize it?

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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

BlueOcean

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.