TLC Associates

OCTOBER 1, 2019

That’s the struggle facing every healthcare payer, but it’s one you can overcome by taking the right preparations for your internal team working with the right outsourced contact center. One way to decrease that difficulty and reduce bad hires is to create the right contact center agent profile in advance of your hiring initiative.

Healthcare 40

Healthcare Contact Center outsourcing contact center solutions 40

Eptica

SEPTEMBER 18, 2019

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Published on: September 18, 2019. That’s why pretty much every contact center I visit has a recognition program of some sort in place. telephone) over another.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

TechSee

JUNE 25, 2019

This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies.

Technology 122

Technology Customer Service Gamification Contact Center 122

TLC Associates

JUNE 20, 2019

For starters, your business needs to anticipate 2019 seasonal ticket volumes and scale up your workforce to maintain first call resolution. Let’s start with the timing of your workforce escalation. When will you see the greatest contact center surge from holiday shoppers? But where do you begin your review?

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Customer Service Life

JUNE 3, 2019

This article was originally published on the ICMI Blog on March 19, 2019. Neither metric is mutually exclusive, requiring the right balance between the two to achieve the positive results you’re looking for in your contact center. Image by Harald Funken from Pixabay. Click here to read the original post.

Metrics 63

Metrics Contact Center Average Handle Time Coaching 63

pindrop

OCTOBER 12, 2021

It is commonly understood that KBAs are frustrating, not just for the consumers but for the contact centers themselves. We explore these topics in this blog. Source: Aite Group interviews with 20 fraud executives from 18 large North American FIs, July to October 2019. Why is this so? The Future of KBAs.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

CSM Magazine

JUNE 20, 2019

This enables customers to find answers themselves and support agents to assist customers with ease and greater relevance, driving up customer satisfaction and reducing service and support costs.The organization was recently named a leader in The Forrester Wave™: Cognitive Search, Q2 2019. 75% Improvement in Average Handling Time.

Technology 40

Technology Average Handle Time Enterprise Contact Center 40

Customer Service Life

APRIL 28, 2019

This article was originally published on the FCR blog on March 29, 2019. It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and customer experience.

Technology 63

Technology Average Handle Time Surveys Metrics 63

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Make Your Contact Center a Great Place to Work.

Call Center 126

Call Center Management Contact Center Coaching 126

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset. But where do we start?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

NICE inContact

FEBRUARY 6, 2019

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. Voice of the customer, analytics and AI-driven technologies are important add-on pieces in addition to core contact center and CRM systems. CX metrics are not your operational KPIs.

Average Handle Time 55

Average Handle Time Metrics Contact Center Customer centricity 55

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. Practice #1: Track email average handle time. While average handle time is fairly cut and dry on certain channels, this can be a challenge for email.

Best practices 63

Best practices Average Handle Time Surveys Metrics 63

Vistio

JANUARY 13, 2022

After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. We’re talking about those people who are the directors of CX down to maybe even the managers of contact center floors. I mean, yes.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. We’re talking about those people who are the directors of CX down to maybe even the managers of contact center floors. I mean, yes.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Customer Service Life

MARCH 28, 2019

This article was originally published on the ICMI blog on January 24, 2019. But in my context, it was contact center agents casting a wide net by instant messaging multiple supervisors and managers on duty for help with an issue. Click here to read the original post. Using Slack Effectively. Use channels with a purpose.

Contact Center 60

Contact Center Average Handle Time outsourcing Surveys 60