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. Culture / work environment / team. Motivation.

Contact Center 161

Contact Center Tips Gamification Culture 161

BlueOcean

OCTOBER 14, 2024

Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Culture Describe your corporate culture including how it is differentiated from your competition. Need some insight?

Contact Center 156

Contact Center Employee Engagement Culture Training 156

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Wireless 117

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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

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. Define your mission statement and company values.

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. Define your mission statement and company values.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

InMoment XI

JULY 12, 2022

It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. This strengthens brand connection and creates a customer-centric culture. Metrics, metrics, metrics. The Next Step.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

BlueOcean

AUGUST 21, 2019

You’ll task your team with running a tight procurement process to assess potential contact center partners. And yes, the RFP 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. 5. Culture.

Contact Center 159

Contact Center Culture Leadership Engagement 159

BlueOcean

JULY 2, 2024

When you’re outsourcing your customer care program, the partner you choose, and the relationship you have with them, will have significant impact on your customers, your brand’s reputation, and your bottom line. So which kind of contact center outsourcer is right for you? Check out this article.

Contact Center 156

Contact Center Customer Care Wait Times Leadership 156

BlueOcean

AUGUST 26, 2021

Outsourcing your contact center might be one of those decisions. We’ll address how the contact center RFP timeline has evolved since COVID turned things upside down. The Post-COVID Contact Center RFP Timeline. The site visit is the key component to ensuring cultural alignment and effective communication.

Contact Center 156

Contact Center Travel Culture Infographics 156

eglobalis

JANUARY 7, 2024

Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.

NPS 251

NPS Leadership Customers Contact Center 251

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. Culture / work environment / team. Motivation.

Contact Center 240

Contact Center Tips Gamification Culture 240

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together. What Drives a Collaborative Culture? Partnership.

Contact Center 103

Contact Center Culture Competitive Advantage Leadership 103

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline. Management Competency.

Contact Center 130

Contact Center Leadership Training Technology 130

BlueOcean

JANUARY 20, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? How have you worked to maintain culture despite remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

AUGUST 6, 2020

Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? How have you worked to maintain culture despite remote and/or physically distanced work environments? Team Commitment.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 156

Culture Connections Contact Center Leadership 156

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

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 Training 120

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

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

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

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. What is Culture, Anyway? Sound familiar? And that is great.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Key questions: How can you cultivate a customer focused culture within your company?Who After all, low hanging fruit and quick wins are great confidence boosters.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Some do this as two teams – the CX team provides recommendations to the CX Executive Leadership team, who ultimately assigns resources and provides guidance. A Customer Experience Charter can answer that question.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

eglobalis

JULY 2, 2024

AI avoids survey bias by covering 100% of customers and addressing the tendency of survey respondents to be more positive about a company than non-respondents, which can vary by culture. Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront.

NPS 373

NPS Feedback Net Promoter Score B2C 373

BlueOcean

JUNE 27, 2024

The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Blake Morgan

OCTOBER 29, 2024

                                                                                 Contact centers are under immense pressure to do more with less. One of the most critical elements Michele highlights is leadership. 8CXLaws.com.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Compounding the challenges, the KPIs used by many contact centers don’t match organizational goals or business goals, affecting your contact center’s overall performance.

Contact Center 88

Contact Center Gamification Measurement Training 88

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. How can I fix it?

Contact Center 123

Contact Center Tips Management Call Center 123

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

Experience Investigators by 360Connext

JANUARY 2, 2020

Innovation is not a one-and-done idea, it’s a cultural value. One of the hardest, but most critical, parts of customer experience leadership is sharing the hard truths. Thank your contact center agents , your service reps and all your frontline employees often. Innovate around your experience as a rule.

Customer Journeys 225

Customer Journeys Contact Center Innovation Culture 225