BlueOcean

SEPTEMBER 18, 2023

But we’ve got you—just grab a copy of our latest eBook. It’s a quick download where you’ll find a handful of higher value RFP questions about contact center technology, attrition, and the BCP. The post You’re Asking the Wrong Questions: A Better Way to RFP for Outsourced Customer Care [eBook] appeared first on Blue Ocean.

eBook 177

eBook Customer Care Contact Center Technology 177

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.

Contact Center 204

Contact Center Training Call Center How To 204

BlueOcean

OCTOBER 31, 2017

Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. More than just hiring and training them, you need to know how your outsourced partner is managing contact center agents on a daily basis. Our latest eBook provides a look behind the scenes in HR and Workforce Management.

Contact Center 50

Contact Center eBook Call Center Management 50

BlueOcean

JULY 24, 2017

The same must be said when you’re looking to build a strategic partnership with a new contact center outsourcer. The contact center RFP is essential, of course, but the contact center site visit is invaluable. The Contact Center RFP Process. The Contact Center Site Visit.

Contact Center 0

Contact Center Culture eBook Hospitality 0

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. The final level is value chain optimization.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

NICE inContact

OCTOBER 19, 2021

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Download our new eBook, Change Management Blueprint for Contact Center Digital Transformation, for expert advice about change management best practices.

Customer Centricity 241

Customer Centricity eBook Contact Center Technology 241

Comm100

JUNE 5, 2018

How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers. Out of these benefits, two concrete benefits of AI in the contact center stand out. Advancing Customer Service. Download Now.

Contact Center 145

Contact Center Call Center Self Service Chatbots 145

BlueOcean

JULY 27, 2022

Have you ever stopped and thought to yourself: “How will contact centers navigate the post-COVID world?” After much thought, deliberation, and research, we’ve come up with the quintessential guide for your post-pandemic contact center. The post Your Guide to the Post-Pandemic Contact Center Is Here!

Contact Center 156

Contact Center Tips Culture Data 156

BlueOcean

FEBRUARY 17, 2022

We’ve discussed in the past how COVID-19 has impacted our approach to contact center redundancy measures. In today’s world, BCP requires the ability to pivot tactics and strategies quickly and efficiently—and the location of your contact center outsourced partner is a serious factor in that ability.

Contact Center 156

Contact Center Customer Care eBook Course 156

NICE inContact

DECEMBER 27, 2021

To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World." This eBook is packed with insights from industry experts that will help you optimize your agents' skills.

Training 200

Training eBook Contact Center How To 200

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center eBook 246

BlueOcean

OCTOBER 22, 2020

Grab a copy of our Agent Training eBook for more insight. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean. Done right, you’ll avoid increasing training time while simultaneously sustaining high graduation rates and reported agent preparedness. ?. Request a download here.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

TechSee

JULY 18, 2019

Asking a customer to briefly describe their issue at the start of an interaction can help gauge the nature and urgency of the problem, allowing the contact center to tailor its service appropriately. Robotic service – no one likes to feel like they’re just a number or receive “generic” service.

Self Service 207

Self Service Customer Experience How To Contact Center 207

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 142

Contact Center Tips Management Call Center 142

BlueOcean

JANUARY 8, 2019

Grab our latest eBook, Is a Strategic Contact Center Partnership Even Possible? From a ruined reputation to a lost lifetime of sales to a never-ending cycle of replacing old customers, the cost is considerable. Are you ready to protect yourself against this expense? The 3 Hottest Trends Impacting Outsourced Customer Care.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

NICE inContact

JUNE 29, 2021

Check out the “Contact Center Leader’s Guide to Gamification” eBook for more tips and tricks.

Gamification 156

Gamification eBook Contact Center Tips 156

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset. Contact us here. But where do we start?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. are on track to overtake phone interactions by the start of 2017.

Contact Center 100

Contact Center Report Banking eBook 100

Playvox

AUGUST 30, 2022

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. Related Article: The Great Resignation: How to Retain Your Contact Center Agents. Related eBook: 21 Interview Questions to Help You Hire the Perfect CX Candidate.

Contact Center 84

Contact Center eBook Study Policies 84

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

Contact Center 78

Contact Center How To eBook Multi-Channel 78

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. How important is this?

Contact Center 136

Contact Center Call Center eBook Omni-Channel 136

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. The gamification software Kahoot!,

Contact Center 88

Contact Center Gamification Measurement Training 88

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. What Does The Contact Center Workplace Of The Future Look Like? Flexibility, though, is the key to a smoother ride.

Contact Center 86

Contact Center Connections Engagement Video 86

Playvox

NOVEMBER 29, 2022

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. 6 Tips For Writing Your Contact Avoidance Policy.

Contact Center 77

Contact Center Policies eBook Interaction 77

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Contact Center 76

Contact Center Management How To eBook 76

BlueOcean

DECEMBER 20, 2017

What does that mean for outsourced contact center employers? The idea of contributing to the greater good – and doing meaningful work – is one that drives many major life decisions for the Millennial generation, even the decision about working in a contact center.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

Contact Center 77

Contact Center Training Gamification eBook 77

Advantage Communications

MARCH 12, 2019

Advantage Communications is proud to announce the launch of its brand-new ebook, which looks at the benefits of stay-at-home agents and how they can be the perfect complement to an organization’s existing brick-and-mortar contact center solution.

eBook 45

eBook Contact Center Communication Brands 45