Comm100

OCTOBER 25, 2021

It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Chatbots 246

BlueOcean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability.

Contact Center 177

Contact Center Policies Effort Score Government 177

BlueOcean

SEPTEMBER 11, 2019

The document that will make or break your decision of which new outsourcer to partner-up with. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. The necessary evil.

Contact Center 174

Contact Center Infographics Interaction Customers 174

BlueOcean

SEPTEMBER 30, 2018

The contact center SOW is the framework for your relationship. It’s a dynamic document that, like your partnership, requires time and attention. Below we explore what it takes to build an effective contact center SOW. Building the Contact Center SOW. Looking for a new contact center partner?

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

BlueOcean

AUGUST 7, 2018

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process. Draft Your Contact Center RFP. Planning for 2019 already?

Contact Center 189

Contact Center Effort Score Culture Fashion 189

NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

Contact Center 185

Contact Center Customer Service Culture Interaction 185

BlueOcean

JUNE 21, 2017

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. Start with the Basics.

Contact Center 174

Contact Center Tips Call Center Culture 174

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. Ease of Integration, Open Interfaces.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

CX Accelerator

FEBRUARY 6, 2019

Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! We document difficult cases, start to finish and conclude with what could/should have been done to prevent or avoid the issue all together.

Contact Center 206

Contact Center B2C Ecommerce Knowledge Base 206

BlueOcean

JULY 16, 2019

Looking for an onshore contact center partner? Yes, we’re probably a little biased, but the proof is right here – check out our top 10 reasons to outsource your contact center to Canada. Full employment” in the US makes hiring new contact center agents a challenge. Your dollar will stretch further.

Contact Center 174

Contact Center Sports Culture ROI 174

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

BlueOcean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability.

Contact Center 156

Contact Center Policies Effort Score Government 156

BlueOcean

SEPTEMBER 25, 2017

In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and, finally, you’ve signed the contract to make your choice official. Step-by-step procedures and clearly defined rules are valuable assets in establishing a successful contact center.

Contact Center 84

Contact Center Government Automotive Training 84

NICE inContact

SEPTEMBER 20, 2019

But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky. In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Your Contact Center represents the front line to your constituents and customers.

Contact Center 159

Contact Center Call Recording ROI Report 159

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. The Ultimate Playbook for Contact Center Automation Download Now 3. A Center of Excellence (COE) should be in place to review any backlog and make recommendations on what fits into RPA and what doesn’t.

Contact Center 147

Contact Center Call Center ROI Tools 147

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET. Donna Fluss is president of DMG Consulting.

Contact Center 138

Contact Center Strategy Roadmap Consulting 138

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Contact Center 136

Contact Center Average Handle Time Exercises Video 136

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

BlueOcean

NOVEMBER 30, 2017

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. While some industries benefit from limits, the contact center world is very dependent on more intangible factors like cultural alignment and customer experience.

Contact Center 149

Contact Center Call Center Report Transportation 149

BlueOcean

OCTOBER 29, 2019

Maybe you’re a math person and love nothing more than a hefty Excel document to dig into for a few hours. Either way, we’ve put together this handy infographic to help you compare the cost of in-house vs outsourced contact centers. Request an estimate today. Calculating the Cost of Outsourcing. Get a custom quote today.

Contact Center 136

Contact Center Infographics Analysis Customer Care 136

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. As a sourcing professional, I have to ensure that our company culture is reflected in the RFP and also that the document is customized to the specific industry in which were sourcing.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Interactions

OCTOBER 23, 2024

There’s much common ground—especially around use cases in the contact center. Gen AI opportunities for retail contact centers While businesses across all industries are seeking ways to implement Gen AI solutions, contact centers offer several compelling use cases.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

NICE inContact

NOVEMBER 28, 2018

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. When you transform contact center inefficiencies into proficiencies you are transforming money “wasted” into money saved.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

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

NICE inContact

OCTOBER 31, 2019

For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. Helping call center agents set specific, measurable, and realistic goals can increase their focus and motivation. Set your agents up for success by having them document their goals. Provide immediate feedback.

Contact Center 136

Contact Center Management Call Center Sports 136

NICE inContact

NOVEMBER 14, 2018

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s. Link objectives impactful KPI’s.

Contact Center 120

Contact Center Average Handle Time Financial CRM 120

Calabrio

SEPTEMBER 26, 2024

Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

TechSee

DECEMBER 9, 2020

One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks. and cloud-based call center offerings.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Talkdesk

DECEMBER 10, 2020

Migrating a contact center to the cloud can drive your digital transformation program forward. Identify the business opportunity Before building a case, consider the impact of moving to a cloud contact center for your business. Don’t forget to document why you’re looking to replace your current solution.

Contact Center 115

Contact Center How To Transportation Roadmap 115

NICE inContact

DECEMBER 6, 2018

Contact center SLAs can be external, for example in a contract with a customer for an Outsourcer (aka BPO), or internal, to measure, document and communicate your contact center’s performance for stakeholders within your organization, or to compare with other contact centers. So why do you care? .

Contact Center 122

Contact Center Guidelines Report Measurement 122

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Refer to Supported Regions to learn more.

Contact Center 122

Contact Center Call Center e-support Knowledge Base 122

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada.

Social Media 218

Social Media Call Center Study Contact Center 218

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center Meeting Social Media Call Center 105

NobelBiz

JULY 20, 2021

Imagine having to manage hundreds of document on a daily basis without a way to categorize them. In this regard, contact centers require a system for sorting, categorizing, and organizing all of their call data. The post How to Use Call Tagging to Enhance Your Contact Center? appeared first on NobelBiz®.

Contact Center 98

Contact Center How To System Data 98