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 Reference Communication Customer Service 228

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?

Contact Center 294

Contact Center Travel 2020 Culture 294

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 2014 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 Reference Communication Customer Service 182

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 Measurement 2022 Culture 88

Experience Investigators by 360Connext

OCTOBER 17, 2023

THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. Let’s get some leadership attention for what we really need. But it can’t be a priority without funding, resources, and defined outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

BlueOcean

JANUARY 20, 2023

Provide an organization chart and bios of senior leadership and program managers. Pricing Contact center pricing models vary from vendor to vendor. The post 60 Customer Care RFP Questions for the Contact Center of Today appeared first on Blue Ocean.

Contact Center 156

Contact Center Customer Care Culture Technology 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 Omnichannel 2019 148

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 2020 Measurement 156

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 Culture Fashion Consulting 189

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.

Contact Center 209

Contact Center Communication Culture Customer Care 209

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Contact Center 75

Contact Center Management Call Center Omnichannel 75

Think Customers

OCTOBER 30, 2024

That proverb may be traced to Voltaire and Spider-Man, but it’s contact center leaders who see the impact data and analytics are already having on the front line — and the obligations that come with it. Particularly noteworthy is the consensus among CX leaders that contact center associates’ role cannot be overstated.

Contact Center 52

Contact Center Insurance 2025 Travel 52

BlueOcean

AUGUST 21, 2019

You’ll task your team with running a tight procurement process to assess potential contact center partners. That’s why we’ve put together a list of the top 10 things to assess on your contact center vendor site visit. The pace of change in the contact center industry is mind-blowing. 2. Technology.

Contact Center 159

Contact Center Culture Leadership Engagement 159

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 118

Contact Center Culture Wireless Average Handle Time 118

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 Leadership Communication 177

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 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 Multi-Channel Customer Retention ROI 78

Playvox

MARCH 12, 2023

Running a smooth and efficient contact center can feel like the ultimate struggle, but don’t worry, you’re not alone. Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance.

Contact Center 52

Contact Center Customer Satisfaction Metrics Measurement 52

UJET

JUNE 4, 2021

Ready to modernize your own contact center? This is especially true for customer service and contact centers, where the drive to digital can’t come at the expense of exceptional customer service. Choose the Right Leadership. Remember that digitally transforming your contact center is a means, not an end.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc.

Contact Center 90

Contact Center Engagement Leadership Webinar 90

BlueOcean

AUGUST 6, 2020

Provide an organization chart and bios of senior leadership and program managers. Contact center pricing models vary from vendor to vendor. The post 60 Customer Care RFP Questions for the Contact Center of 2020 appeared first on Blue Ocean. Team Commitment.

Contact Center 156

Contact Center Customer Care 2020 Culture 156

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!

Contact Center 31

Contact Center Leadership 2022 Article 31

BlueOcean

JUNE 27, 2024

The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Playvox

JULY 20, 2022

At the start of the year, most contact center leaders were scrambling to find talent and whenever I spoke with folks in the industry, it seemed like everyone talked about the “war for talent” and “the great resignation.” That uncertainty can come in many many. Scenarios like these require personalized help and take time to resolve.

Contact Center 67

Contact Center 2022 Travel Airlines 67

Playvox

AUGUST 8, 2022

But the trend also disproportionately impacted contact centers and customer support organizations. If every one of these agents acted on that thought, service centers would be gutted. One of the biggest challenges that contact centers have faced is that employees are demanding more from their employers.

Contact Center 78

Contact Center 2022 2021 Leadership 78

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 64

Contact Center Leadership Insights Technology 64

Playvox

MARCH 21, 2022

If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. Related Article: 7 Proven Ways to Manage Contact Center Agent Staffing Shortages. How To Welcome Retirees Back To Work In Your Contact Center.

Contact Center 82

Contact Center 2022 2020 Article 82

Bold360

MAY 14, 2020

I once subscribed to the Moses model of CX leadership. In the first of a three-part conversation, Nate and I discussed how CX leaders are coming from the world of the contact center, what makes a good leader and how Nate took this journey himself. “We’ve Transitioning from the contact center to CX leadership.

Contact Center 52

Contact Center Leadership Customer Experience Average Handle Time 52

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Unpacking the types of customer interactions contact centers handle provides key insights.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. But call center employees can also be some of the least supported, hardest worked employees in the business – a sure-fire recipe for call center burnout. . What is Call Center Burnout?

Contact Center 72

Contact Center 2022 Call Center Metrics 72

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. Part of the mission / strategic leadership.

Contact Center 96

Contact Center Culture Metrics Leadership 96

CSM Magazine

MAY 16, 2023

When selecting a contact center to assist your company, you want more than outsourced services. In order to get there, you need to partner with a contact center that places employees and their training as its highest priorities. Protel BPO agents are selected from a fast-growing contact center labor pool.

Contact Center 52

Contact Center Retail Leadership Culture 52

Northridge Group

OCTOBER 14, 2024

Siloed and […] The post The Importance of Involving Leadership Teams in Workforce Planning first appeared on Northridge Group. WFM processes, positioning within the business, empowerment and data alignment is more important than ever before.

Leadership 109

Leadership Technology Management Customer Journey Mapping 109

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. . The contact center plays a huge role in elevating and unifying the customer experience.

Contact Center 91

Contact Center Retail Customer Expectations Download 91

Playvox

OCTOBER 6, 2021

Now that we have an overview of the perspectives that will shape our workforce in the next three years, here are four tips to help you successfully manage a multi-generational contact center team. Training, tools, and coaching are elements that each contact center agent needs, regardless of generation. Know Your Team.

Contact Center 75

Contact Center 2025 Management 2021 75

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline. Management Competency.

Contact Center 52

Contact Center Leadership Technology Communication 52