BlueOcean

DECEMBER 16, 2019

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. Several years ago, during the relentless Polar Vortex, we made t-shirts for our team saying “Winter Suffer Fest 2014. at Blue Ocean. Bring it.”

Contact Center 62

Contact Center Morale Gamification Transportation 62

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. She worked as an account supervisor and operations manager until 2014, when she was promoted to account manager. I gave lectures at the university during the day and started working in the call center at night.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. She worked as an account supervisor and operations manager until 2014, when she was promoted to account manager. I gave lectures at the university during the day and started working in the call center at night.

Accountability 98

Accountability Coaching Education Telecommunications 98

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Jenine Kent.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Balto

AUGUST 3, 2022

If executives view their contact center as a drain on resources, either because it’s underperforming or because they don’t see its strategic importance, they will withhold those resources and outcomes will suffer accordingly. There are a lot of reasons to invest in your contact center. What Does the Contact Center of 2030 Look Like?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Sykes

JUNE 21, 2017

According to a Deloitte-HCHAPS study, “hospitals with ‘excellent’ Hospital Consumer Assessment of Healthcare Providers and Systems patient ratings between 2008 and 2014 had a net margin of 4.7 Every touchpoint with your patients is critical, but most important is your call-center teams’ human-to-human interaction.

Healthcare 40

Healthcare Call Center Surveys Analytics 40

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

JUNE 13, 2022

I’ll choose one of my best this happened back in 2014. And so like, I was trying to coach leaders around that, to help that, but that’s exactly the culture that’s you can mitigate that risk through better communication and coaching on that. And that VP said, I need to talk to more people in the call center now.

Coaching 59

Coaching Engineering Personalization Feedback 59

Service Agility

DECEMBER 5, 2017

Originally published in the Contact Center Pipeline, September 2014 “Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact center. Ironically, the same people that often make this statement know full well that it is too important to ignore.

Calibration 40

Calibration Contact Center Surveys Advertising 40

Callminer

NOVEMBER 18, 2020

“Contact centers are usually the last resorts to get in touch if the problem cannot be solved through a variety of other ways… ”. During training, all call center employees are told to be empathetic towards the customer and their query; they are all there to help and becoming hostile or angry over the phone really does not solve anything.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Comm100

OCTOBER 11, 2017

According to McKinsey , handling an inbound telephone call typically costs a company $6 to $8, whereas an interaction using social media costs less than a dollar. And when should direct messaging be escalated to a phone call? Get Faster, More Convenient Support to Customers. for smooth sailing and easy resolution of customer issues.

Customer Service 46

Customer Service Customer Care Morale Marketing 46

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. The fact that messaging is gaining importance for businesses is no small prize.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40