BlueOcean

JANUARY 30, 2024

In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. When you operate an in-house contact center, you are responsible for 100% of an agent hour: the employee’s hourly wage, and all associated benefits and taxes, are your responsibility.

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

InMoment XI

DECEMBER 22, 2022

This article is designed to give you InMoment’s take on what voice of customer examples look like. Here’s a voice of customer example in action: maybe you can see customers are purchasing lots of one specific product, but the repeat purchases are extremely low. Listening to the Voice of Customer Examples.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

eglobalis

DECEMBER 17, 2024

This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. For example, predictive AI in telecommunications has reduced churn rates by detecting service disruptions and addressing them pre-emptively.

Net Promoter Score 337

Net Promoter Score Effort Score B2B NPS 337

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. Analytics What is First Call Resolution?

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

eglobalis

MARCH 30, 2025

Well explore real-world examples of companies moving beyond surveys, the technologies enabling this shift, and the chronological evolution of CX measurement. Telecom providers, for example, long measured network experience via occasional feedback and technical KPIs, only to find these methods lagged real customer pain.

Survey 312

Survey Banking NPS Effort Score 312

InMoment XI

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools. Lower AHT reflects efficient service.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Jacada's Call Center Life: 2021 Edition. Register Now.

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold?

Contact Center 228

Contact Center Communication Groups Customer Service 228

eglobalis

MARCH 4, 2025

Companies like Nuance (now part of Microsoft) pioneered conversational IVR, while Googles Contact Center AI and Amazon Lex provide powerful voice AI solutions. For example, an AI-powered RPA bot can extract customer data from email queries, log into enterprise systems, and execute a task such as processing refunds.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

Comm100

OCTOBER 25, 2021

Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers. In this article, we’ll explain why contact centers need digital transformation, and what steps you need to take to ensure a smooth and successful transition throughout your organization.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Chatbots 246

BlueOcean

NOVEMBER 11, 2024

As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management, and technical documentation. In one example, we enhanced tracking and introduced customer experience automation to a group of high-touch customers.

Case Study 177

Case Study Study Contact Center ROI 177

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. While it’s falling out of favor to track agents on handle time, we need to be aware of the ways we reinforce speed over quality, for example by displaying time-based metrics on wallboards. Kaye's LinkedIn Back To CX Accelerator Blog

Contact Center 51

Contact Center Customer Service Conference Exercises 51

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

InMoment XI

JANUARY 10, 2024

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

InMoment XI

NOVEMBER 19, 2024

A popular example is a large language model (LLM) giving a fabricated answer to a prompt it fails to understand. An example would be responding with an anniversary message to a prompt asking for a birthday card. For example, responding with “ New York ” to a question about the French capital. What is an AI hallucination?

Healthcare 195

Healthcare Contact Center Training Financial 195

InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. What is Contact Center AI? How Does Contact Center AI Work? Will Contact Center AI Replace Call Center Agents? The simple answer is no.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

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

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold?

Contact Center 182

Contact Center Communication Groups Customer Service 182

eglobalis

OCTOBER 21, 2024

This contrasts starkly with companies that avoid responsibility, offering a remarkable example of how embracing feedback can lead to enhanced operations, retention, adoption and customer satisfaction. Below is a look at real cases where companies took these distinct approaches, including examples from both B2B and B2C environments.

Social Media 497

Social Media Feedback Engagement Company 497

BlueOcean

DECEMBER 2, 2024

When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry. For example, if a guest encounters an issue, it would be easy to simply give reward points to resolve the situation. Let me give you a specific example. We want to hear from you.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

BlueOcean

JULY 15, 2024

We explore the five biggest challenges of in-house contact centers below. We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing your commitment to your customers.

Contact Center 177

Contact Center Customer Care Measurement Training 177

InMoment XI

JANUARY 27, 2025

Call centers focus on handling issues as quickly as possible, often at the expense of the bigger picture. But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? For most companies, this scenario remains unrealized potential.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

CSM Magazine

MARCH 27, 2025

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

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 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. Provide examples of standard and custom reporting.

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. Provide examples of standard and custom reporting.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. This article will delve into five significant challenges that contact centers will likely face in the coming year and provide practical solutions for hurdling these obstacles.

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. In the contact center, this can also include quality assurance scores and other agent performance insights.

Software 130

Software Customer Journeys Tools Contact Center 130

BlueOcean

JULY 15, 2024

We explore the five biggest challenges of in-house contact centers below. We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing your commitment to your customers.

Contact Center 156

Contact Center Customer Care Measurement Training 156

InMoment XI

MARCH 14, 2025

In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. Analyzing call center performance is the path to improvementbut youve got to do it right.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

BlueOcean

JANUARY 30, 2024

In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. When you operate an in-house contact center, you are responsible for 100% of an agent hour: the employee’s hourly wage, and all associated benefits and taxes, are your responsibility.

Contact Center 156

Contact Center Call Center Comparison Customer Care 156

BlueOcean

JANUARY 31, 2023

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. All the Ways to Calculate Contact Center Attrition Average call center turnover is commonly cited between 30-40%.

Contact Center 156

Contact Center Employee Engagement Insurance Call Center 156