Calabrio
MAY 3, 2021
Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat. David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager.
BlueOcean
JULY 20, 2023
In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. Does it align with your own? Could you see yourself working there? Still Debating Virtual vs In-Person?
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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?
BlueOcean
DECEMBER 15, 2022
We often hear from our readers how helpful our published content is when they are in the decision-making process for partnering with a new contact center outsourcer. We were excited to see that the readers and award committee of the 2022 Customer Contact Central MVP Awards agreed!
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Employee engagement requires great leadership. Numerous “characteristics” and “models” of high quality leadership have been purported in every bookstore and airport gift shop. But no one has yet to nail down an exact leadership “score” which guarantees success. May 5th, 2022 at 9:30 am PDT, 12:30 pm EDT, 5:30 pm GMT
BlueOcean
JUNE 12, 2018
Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Understanding with complete clarity which measures of success are most important to your organization is the most important aspect of the contact center transition.
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.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. Social platforms are now becoming mainstream contact center channels.
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Contact center leaders are skilled at balancing competing day-to-day priorities. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.
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