BlueOcean

FEBRUARY 7, 2019

That said, the contact center accumulates millions of data points every single day. How do we use that data to improve the customer experience? Fighting the Cost Center Mindset. We get it; earning executive buy-in on the decision to outsource your contact center usually includes a discussion about ROI.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

CX Global Media

JULY 9, 2019

Chief Customer Officer, FrontSpin. Typically call center agents train for 2-4 weeks and are not fully productive for another 1-3 months. Call center attrition rates are 40-100%. During his career he has managed over 20 million incoming phone calls. Randy Rubingh ??Chief Let’s discuss.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Taylor Reach Group

NOVEMBER 1, 2019

an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. We understand outsourcing. Understanding the unique challenges faced by outsourcers is key to our approach.

Consulting 59

Consulting Consulting Contact Center outsourcing 59

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98