BlueOcean

OCTOBER 7, 2024

You’ll task your team with running a tight procurement process to assess potential contact center partners. The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

You’ll task your team with running a tight procurement process to assess potential contact center partners. The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit.

Contact Center 156

Contact Center Culture Leadership Call Center 156

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. 78% of customers prefer to contact customer support through online chat or voice calls.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

NICE inContact

DECEMBER 5, 2017

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. Part of the mission / strategic leadership.

Contact Center 161

Contact Center Tips Gamification Culture 161

NobelBiz

NOVEMBER 17, 2020

For contact centers to survive and thrive in the post-pandemic environment, social media channels can no longer be ignored. No, landline telephone calls and emails are no longer enough. Do yourself a big service and learn the ABC of implementing a social media strategy for your Call Center.

Call Center 111

Call Center Contact Center Social Media Consumers 111

BlueOcean

SEPTEMBER 10, 2024

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. Be realistic about your risk tolerance.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

SEPTEMBER 10, 2024

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. Be realistic about your risk tolerance.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. We cant take an RFP template that was written for manufacturing and use it verbatim for sourcing a contact center. Its a two-way street.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

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

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base.

Contact Center 165

Contact Center Tips Management Call Center 165

TechSee

DECEMBER 16, 2021

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. These technologies are paving the way for new possibilities for the future of call centers.

Call Center 124

Call Center Trends Self Service Contact Center 124

Horizon CX

APRIL 3, 2023

Automating call center activity is a reality we must deal with, but those messages can be frustrating for customers and detrimental to the overall experience. KOVA Corp recently published an impressive list of the dos and don’ts of call centers that are worth repeating here. “A

Contact Center 130

Contact Center Call Center Entertainment System 130

NICE inContact

NOVEMBER 19, 2020

There’s a lot to consider when making the software choice for your contact center. And this is why NICE inContact is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

Contact Center 156

Contact Center Contact Center Software Software Leadership 156

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

NICE inContact

DECEMBER 14, 2016

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. Set Realistic Expectations For Leadership. This is natural !

Contact Center 138

Contact Center Technology Management Training 138

BlueOcean

JANUARY 18, 2016

Blue Ocean Contact Centers, a member company of IMP Group Limited, supporting top tier global brands from four centers in North America, is expanding their business development team with several key additions. Stephanie brings deep experience contact center world. About Blue Ocean Contact Centers.

Contact Center 120

Contact Center Call Center Customer Care Sales 120

InMoment XI

MARCH 25, 2025

Nowhere is this more critical than in call centers and customer experience teams, where every interaction shapes customer satisfaction, brand perception, and business outcomes. Then leadership can communicate those successful, productive tactics to entire teams. Heres how: 1. Training is key here.

Contact Center 195

Contact Center Call Center Software Leadership 195

BlueOcean

MAY 17, 2016

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The transition will be seamless as the leadership and customer care team will remain in place under the Blue Ocean brand. About Blue Ocean Contact Centers.

Contact Center 120

Contact Center Customer Care Groups Leadership 120

NICE inContact

DECEMBER 5, 2017

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. Part of the mission / strategic leadership.

Contact Center 240

Contact Center Tips Gamification Culture 240

CX Accelerator

JULY 1, 2020

However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

BlueOcean

JUNE 21, 2016

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision. Need some insight? Company Overview.

Contact Center 120

Contact Center First Call Resolution Culture e-support 120

NICE inContact

OCTOBER 10, 2018

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. While it does require dedicated leadership, everyone in the organization needs to play a role in improving CX.

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

UJET

JUNE 4, 2021

Ready to modernize your own contact center? Understandably, there’s a great deal of buzz around how customer service (and call centers specifically) are experiencing unprecedented pressures to evolve to keep up with surges in demand, murky marketplace dynamics, and shifting customer expectations. Set Transformative Goals.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus.

Call Center 76

Call Center Leadership Contact Center e-support 76

CX Accelerator

MAY 25, 2022

Jenny began her call center customer service journey on the front lines back in 2005. She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo. Great choice Jenny. We hope it serves you well!

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 97

Call Center Gamification Contact Center Employee Engagement 97

NobelBiz

JANUARY 5, 2021

Quality is a key issue for customer services and contact centers are facing a serious problem between waiting times getting longer, agents having less time to process call requests, and more. Digital solutions are reversing this trend, and addressing the challenge of contact volume/customer experience.

Call Center 98

Call Center Contact Center Wait Times Trends 98

Kayako

JULY 11, 2019

Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. In many traditional call centers, employees were treated like rats in a maze that weren’t even allowed to move around! Ego driven leadership. . No empowerment. .

Customer Service 221

Customer Service Leadership Ecommerce Metrics 221

NobelBiz

MARCH 1, 2021

Thanks to the power of cloud technologies, call centers can now rely heavily on cloud contact center solutions in SaaS mode, without having to worry about infrastructure, management, and maintenance. The post What Are The Benefits of Choosing Cloud Contact Center Solutions? appeared first on NobelBiz®.

Contact Center 98

Contact Center Call Center Technology Management 98

NICE inContact

AUGUST 24, 2020

For many organisations, this means making the business case for going digital to organisational leadership. With consumers expecting to engage on their terms, in a way that’s easy and efficient, the flexibility and convenience of digital channels are an essential offering.

Contact Center 156

Contact Center Communication Leadership Consumers 156

NICE inContact

NOVEMBER 1, 2020

Even if agents are distracted and issues are coming up, contact centers must provide the same level of satisfaction as they would have before. In these challenging times your customer’s voice matters more than ever — but this information can get lost among everything else going on. Establish a Voice of the Customer Program.

Leadership 156

Leadership Contact Center How To Customers 156

NobelBiz

APRIL 14, 2022

Michael Tamer, or the Contact Center Coach, is the CEO at Proponisi and is passionate about helping people become great leaders, using his skills as a trainer and driving performance for everyone involved: from the frontline agent to supervisors and leaders in the contact center space. Tune in and watch more!

Call Center 90

Call Center Training Contact Center Leadership 90

Zeisler Consulting

JANUARY 14, 2025

One of the greatest sources of those insights, I always like to say, is from your Customer Care organizations, be that Customer Service, Support, Success, or the Contact Center. for those calls: some fraction of an FTE. Think about it: If you have an old-fashioned (on-shore, lets go for broke!)

Contact Center 93

Contact Center Fashion Resources System 93

NICE inContact

JUNE 27, 2017

For Carlson Rezidor , one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest reservation contact centers had its own challenges. We wanted to give them a personalized experience, but we needed a contact center platform that allowed us to do that.”.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120