BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The most recent census reports that 21.4%

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

CCNG

MARCH 30, 2022

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. Needless to say, the company spent millions of dollars developing, launching, and then driving this new proprietary system. It was a dismal failure. The result?

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Fonolo

SEPTEMBER 1, 2022

Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Why is Call Center Employee Retention Important?

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

Call Center Weekly

OCTOBER 9, 2017

By Sean Hawkins Organizations that understand the true value of professional development, culture, innovation, and creativity, also recognize the value of continuously educating their employee base. How then does a well trained contact center impact customer experience? There is a cost associated it!

Contact Center 273

Contact Center Morale Government Education 273

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Techniques to reduce call volume.

Call Center 196

Call Center Self service Gamification Contact Center 196

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. And, agent performance is linked to agent productivity. Cost per call.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. Technology replacing humans.

Contact Center 275

Contact Center Self service Banking Airlines 275

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Global Response

JANUARY 31, 2024

Today, we will explore how call centers in the USA have an advantage when adhering to regulatory compliance. We’ll look at several key regulations that affect call center compliance. We’ll also discuss the hidden costs and challenges of working with an offshore service provider. Let’s dive in.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? The concept of workforce optimization (WFO) is not new. Hiring, training, upskilling, and retaining agents are activities critical to your success.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Fonolo

OCTOBER 7, 2021

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. The Contact Center Guide to Managing Spikes in Call Volume. Why retail call centers are so important.

Contact Center 141

Contact Center Call Center Interactive Voice Response outsourcing 141

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This communication is typically via letters, emails, or phone calls, and must be done within the confines of the law to avoid harassment or undue pressure.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

TechSee

AUGUST 14, 2023

A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry. Their knowledge and impact is constantly reshaping the service industry.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many physical centers do you operate? We hope this makes your RFP process a little smoother!

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Outsource Consultants

NOVEMBER 29, 2021

Are remote call center agents a part of your future plans? In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices. This has created improvements to team efficiency, bottom-line revenue, and agent morale. Larger Talent Pools.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. But perhaps you’re sitting on all of your call center data. It’s time to stop viewing call center metrics as an end result.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Fonolo

JUNE 8, 2021

Look around your call center. Do your agents seem tired, frustrated, or fed up with work? Call centers have a reputation for being difficult places to work, especially for front-line agents. This results in high agent churn or disengaged employees. The Challenge of Driving Agent Engagement.

Call Center 133

Call Center Morale Contact Center Technology 133

Fonolo

SEPTEMBER 30, 2021

Efficiency is important to every business, but in a call center, it directly impacts your success. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. The ROI of Call-Backs for Your Call Center.

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

Global Response

JANUARY 22, 2024

Whether it’s Midge Maisel in The Marvelous Mrs. Maisel expertly working the switchboard in the 1960s or Bob Wiley in What About Bob trying to pull a fast one on Betty, the call center representative, in the 1990s, we can picture the early days of the call center. But as technology advanced, so did the call center.

Call Center 62

Call Center outsourcing Interactive Voice Response voip 62

Global Response

DECEMBER 2, 2022

A counter-seasonal call center strategy is the key to cutting costs, rapid ramp-up, and increased customer satisfaction. If you’re in a highly seasonal business, consider your business cycle and look for an outsourced call center without a lot of accounts in your same industry. But that’s just the beginning.

Call Center 62

Call Center outsourcing Contact Center Upselling 62

SharpenCX

JUNE 28, 2023

This means true customer service success is far deeper than just tracking calls received. This means true customer service success is far deeper than just tracking calls received. What Call Center Metrics Should You Measure? Cost per call — the average cost you incur for every call handled.

Call Center 67

Call Center Metrics call center software Contact Center 67

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Global Response

DECEMBER 23, 2022

In-house call centers seem like the easiest and most efficient option—but are they cost-effective? According to a Deloitte survey, 70% of companies said “cost reduction is a primary objective” for outsourcing. After all, the old adage, “You get what you pay for,” holds true in outsourcing as well.

outsourcing 62

outsourcing Call Center Contact Center Technical Support 62

Outsource Consultants

AUGUST 9, 2021

No, I didn’t steal this from a locker room bulletin board, but the aphorism is still true. So, without the benefit of local, cost-effective candidates, what can a business do to scale quickly, manage higher demand, and deliver exceptional customer experiences? Why is 2021 the time for outsourcing?

outsourcing 128

outsourcing Business Process Outsourcing Contact Center Morale 128

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.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX). 2023 looks to be a year of great change in customer experience (CX).

Customer Experience 120

Customer Experience Chatbots Government Technology 120

SharpenCX

AUGUST 31, 2021

A lot of data is coming in and out of your contact center platform throughout the busy day. This is where a call center dashboard comes in. A call center dashboard provides simple graphics, custom views, and real-time insights into your team’s performance. Are we retaining call center agents?

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Callminer

JULY 5, 2018

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers. How can you improve contact center efficiency?

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

Fonolo

FEBRUARY 17, 2022

Though customers should be the key focus of all call centers, agents are the driving behind-the-scenes force who ensure these customers enjoy a timely, empathetic, and efficient experience. After all, happy agents lead to happy customers and, ultimately, award-winning customer experience. .

call center workforce 87

call center workforce Call Center Management Contact Center 87

Expivia

OCTOBER 4, 2021

And someone definitely needs to answer those calls, emails, and messages. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Global Response

APRIL 27, 2023

If you’re considering whether domestic call center outsourcing is right for your team, here are the pros and cons you need to know to make the best decision. If you’re considering whether domestic call center outsourcing is right for your team, here are the pros and cons you need to know to make the best decision.

outsourcing 62

outsourcing Call Center Bilingual agents Marketing 62

Playvox

MARCH 1, 2022

If your contact center doesn’t have effective eLearning capabilities, you’re missing an opportunity to optimize agent performance. One of the biggest training challenges contact centers face is keeping agents’ skills sharp following onboarding. What is Contact Center eLearning?

Contact Center 83

Contact Center Call Center Service level Employee engagement 83

Global Response

SEPTEMBER 21, 2023

Should e-commerce businesses work with outsourced call centers? Outsourcing is not only more cost-effective and scalable, but it also allows you to use higher levels of expertise and modern technology to improve your services and service levels. You might be wondering how exactly a call center comes into play here, though.

Best practices 62

Best practices outsourcing Call Center Multichannel 62