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. Premier contact centers should equip you with business insight and analysis that will help you make informed business decisions.

Contact Center 156

Contact Center Employee Engagement Culture Training 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

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

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

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Engagement Self Service Omni-Channel 148

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. How to Reduce Customer Service Costs Sustainably. field services.

Self Service 207

Self Service Customer Service How To Contact Center 207

BlueOcean

JUNE 22, 2022

When it came to the contact center RFP, companies consistently required bidders to “Describe your telephony platform” and those with best-in-class products had a definite edge. So, what should you ask when you’re addressing contact center technology in your RFP? Every contact center approaches security in different ways.

Contact Center 156

Contact Center Technology Tourism Exceptional Customer Service 156

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. 1. Work Environment.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline. Management Competency.

Contact Center 130

Contact Center Leadership Training Technology 130

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

BlueOcean

FEBRUARY 17, 2022

In the current landscape of customer service , brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. But what about when crisis hits?

Contact Center 156

Contact Center Customer Care eBook Course 156

Kayako

JULY 11, 2019

Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. In other words, are you leading morale for great customer service?

Customer Service 184

Customer Service Leadership Ecommerce Metrics 184

Horizon CX

APRIL 3, 2023

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” What the customer hears while waiting can have a meaningful impact on their perception of the overall call experience. Do tailor the music to the situation.

Contact Center 130

Contact Center Call Center Entertainment System 130

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. And a partner can make decisions with a comprehensive understanding of what’s important to your organization and your customers.

Contact Center 136

Contact Center Call Center Government Culture 136

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

BlueOcean

JANUARY 20, 2023

Whether you already have an RFP template on hand or not, there are two key things to remember: First, the partnership with your customer care outsourcer is a unique one, requiring customized questions for a more accurate assessment. Our updated list of customer care RFP questions keeps these facts top of mind.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

BlueOcean

AUGUST 6, 2020

Whether you already have an RFP template on hand or not, there are two key things to remember: First, the partnership with your customer care outsourcer is a unique one, requiring customized questions for a more accurate assessment. Our updated list of customer care RFP questions keeps these facts top of mind. Team Commitment.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Some of the best ways to do so include: Call your contact center and speak with an agent.

Survey 345

Survey Social Media Contact Center Call Recording 345

UJET

JUNE 4, 2021

Ready to modernize your own contact center? But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed. Choose the Right Leadership.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

NICE inContact

OCTOBER 9, 2017

Everything we are doing as a company across our CXone product offering, our expert services, and our partner ecosystem that includes DEVone , is anchored in that belief. We are now NICE inContact to further claim our market leadership position as one company with NICE. Today, we have a new name and a new brand.

Leadership 0

Leadership Brands Contact Center Customer Experience 0

NICE inContact

OCTOBER 9, 2017

Everything we are doing as a company across our CXone product offering, our expert services, and our partner ecosystem that includes DEVone , is anchored in that belief. We are now NICE inContact to further claim our market leadership position as one company with NICE. Today, we have a new name and a new brand.

Leadership 121

Leadership Brands Contact Center Customer Experience 121

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Time – help agents resolve customers’ issue faster.

Call Center 196

Call Center Self Service Strategy Contact Center 196

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 123

Contact Center Tips Management Call Center 123

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! Old school, cheesy, but totally on-point.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. Changing Expectations. Back To CX Accelerator Blog

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Rethink the contact center environment: . About Matt Dixon.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Blueprint for customer-centricity. , Inspiring service workers. First, his innovative mindset towards customer service and CX.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

CX Accelerator

MAY 25, 2022

Here’s the Tweet I shared: After receiving 68 creative, funny, insightful replies from customer service and experience folks from all across the world, I knew that this is something others are also thinking about. Jenny began her call center customer service journey on the front lines back in 2005.

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Measurement Training 88

BlueOcean

JUNE 27, 2024

The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. This aligns closely with the conversation around ESG in the contact center.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

CX Accelerator

DECEMBER 5, 2017

Dreaming up new ways to improve both agent and the customer experience is no longer just a leadership conversation, and the dialog is so much richer for it! Another significant way to build purpose into contact center work is to lessen the gap between the agent and the customer. Or maybe for the first time.or

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

Talkdesk

MARCH 30, 2021

For The Customer Experience (CX) Revolution in Retail report, we talked to more than 180 full-time professionals, including leadership and management for customer service, customer experience, and IT, as well as more than 1,200 retail customers. . Download The Customer Experience (CX) Revolution in Retail.

Contact Center 91

Contact Center Retail Customer Expectations Leadership 91

Experience Investigators by 360Connext

NOVEMBER 16, 2021

which ties your CX initiatives to larger organizational and leadership goals. Your organizational goals should drive your customer experience goals. Sometimes feedback allows contact center leaders to better coach their teams. I personally like when feedback is used to celebrate and encourage customer-facing teams.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367