The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

Get Your Contact Center Ready for the Modern Age

NICE inContact

If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! This is also true for call center systems. How does all this impact your call center? Modernizing your contact center software may seem like a big job.

Real-time telephone authentication needed to identify risky in-bound calls

TRUSTID

Card-not-present (CNP) fraud and account takeover typically refer to online crimes, but an increasing number of criminals are targeting call centers to perpetrate crimes that are normally associated with the Internet. With financial institutions pouring so much effort and investment in online security strategies, banks really need to consider the same when protecting their call centers.

2018 Contact Center Survey Results

Monet Software

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Here are some of the highlights: Contact Centers and the Cloud.

Stronger customer authentication only way to mitigate risk of bank fraud

TRUSTID

To mitigate fraud over the telephone channel, the TrustID® network-based Physical Caller Authentication uniquely validates inbound contact center calls before they are answered. Sitting at the core of every financial transaction is trust. Without it, or worse, relying on unvalidated resources like personal identifiable information (PII) to identify customers, puts every banking transaction at risk.

Get Your Contact Center Ready for the Modern Age

NICE inContact

If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job.

New Customer Payment Options Take the Headache out of PCI Dss Compliance for Contact Centers

CSM Magazine

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. in 2012 to a high of 55.4% The view from the contact center.

The Measures Every Contact Center Should Have

Brad Cleveland

Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value. This podcast is also available as an article: The Measures Every Contact Center Should Have. Podcasts Brad Cleveland Call Center Contact Center Customer Service ICMI Social Media strategy support center

The Value of a Contact Center

Brad Cleveland

Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes). Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes).

What Leaders Should Know About Call Centers

Brad Cleveland

Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.

Ensuring Customer Accessibility

Brad Cleveland

Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center Customer Service strategy support center

An Overview Of My New Book

Brad Cleveland

Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012.

Contact Center Technologies 2017: find out what 23 experts say

RichCall

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports.

Teleopti included in the Magic Quadrant for Contact Center Optimization

teleopti

Stockholm, Nov 27: Teleopti, the global leader in Workforce Management software for contact centers, today announced their inclusion in the 2012 Gartner Magic Quadrant for Contact Center Workforce Optimization. Teleopti WFM is available in 25 languages and can be delivered both as a cloud-based service and as an on-premise software installation through a worldwide reseller network

Traits of a Well Managed Call Center

Brad Cleveland

Brad shares the traits that are common among successful contact centers. Brad shares the traits that are common among successful contact centers. Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center strategy support center

Do Customers Understand Your Access Alternatives?

Brad Cleveland

Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy customer relationships Customer Service strategy support centerBrad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.

Companies Using Access Strategies to Bolster Their Brands

Brad Cleveland

Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support centerBrad shares examples of organizations that are shaping access strategies that support and further their brands. Brad shares examples of organizations that are shaping access strategies that support and further their brands.

Questions Answered by Your Customer Access Strategy

Brad Cleveland

Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support centerShaping an effective customer access strategy will enable you to answer many important questions. Shaping an effective customer access strategy will enable you to answer many important questions.

What Does a Customer Access Strategy Look Like?

Brad Cleveland

Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support centerCustomer access strategies are like business plans – they vary greatly. Here, Brad discusses a standout example of an effective access strategy. Customer access strategies are like business plans - they vary greatly. Here, Brad discusses a standout example of an effective access strategy.

The Importance of a Customer Access Strategy

Brad Cleveland

Podcasts Uncategorized Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support centerYour customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations. Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations.

Will Social Communities and Mobile Apps Replace Call Centers?

Brad Cleveland

Social communities and mobile apps will not replace call centers. Social communities and mobile apps will not replace call centers. Podcasts Brad Cleveland Call Center Contact Center customer relationships Customer Service Social Media strategy support centerBut they will change them dramatically. But they will change them dramatically.

How to Build Profitable Relationships

Brad Cleveland

Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer relationships Customer Service strategy support centerBrad explains how successful organizations cultivate profitable relationships.

Value Proposition: A New Era In Customer Service

Brad Cleveland

Podcasts Brad Cleveland Call Center Contact Center customer relationships Customer Service strategy support centerIn this podcast, Brad shares his reasons for believing it’s a new era in customer service. In this podcast, Brad shares his reasons for believing it's a new era in customer service.

Social Media is Changing Customer Service

Brad Cleveland

Podcasts Brad Cleveland Call Center Contact Center Customer Service Social Media strategy support centerSocial media, mobile apps and other developments are enabling the “greatest consumer movement in history.” ” Social media, mobile apps and other developments are enabling the "greatest consumer movement in history."

How I Got into this Field

Brad Cleveland

Podcasts Brad Cleveland Call Center Contact Center customer relationships Customer Service strategy support centerBrad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. "So So many people come from so many different backgrounds" in this profession.

Traits of the Best Leaders

Brad Cleveland

Podcasts Brad Cleveland Call Center Contact Center leadership strategy support centerBrad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders.

Have Call Center Fundamentals Changed?

Brad Cleveland

Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed? Here, Brad discusses how call center strategy and management is (and isn't) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed? Podcasts Brad Cleveland Call Center Contact Center Customer Service Social Media strategy support center

What's Driving Change in Customer Services?

Brad Cleveland

Examples in contact centers: The invention of 800 number (toll free) service and ACD routing systems in the late 1960s and early 1970s; the introduction of workforce management capabilities and computer telephony integration in the 1980s; web browsers and Internet-based services in the 1990s; and more recently, the … Contact Center Customer Relationships Call Center Customer Service

Components Of an Effective Customer Access Strategy

Brad Cleveland

In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and response time objectives, routing methodology, people and technology resources needed, required information, analysis and improvement, and guidelines for deploying new services.

Customer Service Through Social Channels

Brad Cleveland

Podcasts Brad Cleveland Call Center Contact Center Customer Service Social Media strategy support centerHow do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available as an article: /resources/articles/customer-service-through-social-channels/ How do organizations get started in delivering services through social channels?

Social Media: Channel or Strategy?

Brad Cleveland

It would be like referring to … Call Center Contact Center Customer Relationships Social Media customer accessTerms related to social media are quickly evolving, and must be used and interpreted in context. For example, I’m often asked for advice on shaping a “social strategy.” ” It’s an important question — but without further definition, can be overly vague.

Aufnahme von Teleopti in den Magic Quadrant für Contact Center Workforce Optimization

teleopti

Teleopti, weltweit führender Anbieter von Workforce Management-Software für Contact Center Lösungen, gibt seine Aufnahme in den Gartner Magic Quadrant für Contact Center Workforce Optimization 2012 bekannt. Teleopti WFM ist in 25 Sprachen verfügbar und kann über ein weltweites Reseller-Netzwerk sowohl als cloud-basierter Service wie auch als Vor-Ort-Installation bereitgestellt werden

Generation Disruptor: Optimizing the Influence of Gen Z on Your Contact Center

Serenova

We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. And savvy contact center leaders are paying attention. The high-tech, highly practical and hyper-connected Gen Z—as contact center agent and customer too—is worth a closer look.

10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!

Comm100

Contact center management is a difficult job. Therefore, in a throwback to the days of David Letterman, in reverse order, here are my Top 10 Contact Center Management Mistakes that should be avoided. As a call center manager, you absolutely need to have a training plan.

CX Heroes: Amazing Customer Service Stories Worth Sharing

Call Center Coach

Jim Rembach : Hey this is Jim the Fast leader Show and Call Center Coach, and I ‘m here at Contact Center Expo with Bruce Eidsvik, a Senior VP of marketing for Genesys. It was launched originally in Europe back in 2012. The post CX Heroes: Amazing Customer Service Stories Worth Sharing appeared first on Call Center Coach. Agent performance Contact Center Events Bruce Eidsvik contact center conferences contact center expo Genesys

Nearshore Outsourcing: Building a Business Case

Transparent BPO

The Philippines has worn the offshore outsourcing crown for years, having claimed it from India in 2012. The country’s BPO sector is so strong the LA Times called it the “call center capital of the world.”

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change.

14 Questions you Need to ask when Considering Call Center Consolidation

Taylor Reach Group

Consolidating Contact Centers. Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. These Call Centers can exist in a company’s divisions or operating companies. Even small and medium-sized businesses can find that they have five or more Call Centers in operation all acting independently.

Five Tactics to Retain Your Top Call Center Agents

NICE inContact

Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. Avoiding job boredom in the contact center is crucial to keeping them around.