Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Subscribe to our bi-weekly newsletter, Outsourcing Insider Subscribe 3. Many reach a breaking point where they bid a not-so-fond farewell to the offending company.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

BlueOcean

JANUARY 22, 2019

While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge.

Customer Experience 81

Customer Experience outsourcing Journey mapping Contact Center 81

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.

Service level 96

Service level Call Center Abandon rate Metrics 96

Callminer

AUGUST 6, 2019

This tactic, which enables blended agents to be automatically prompted via the rule to switch between inbound and outbound calls based on service level and agent availability, provided a significant lift in productivity. From the customer’s point of view, it delivered a positive experience, while saving inbound calls to the center.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fonolo

FEBRUARY 13, 2019

By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. Outsourcing does not always cut costs and can carry a significant amount of management overhead. The pros and cons of Business Process Outsourcing is always a hot topic. Who wrote it: Contact Babel.

Contact Center 57

Contact Center Call Center APIs outsourcing 57

CSM Magazine

DECEMBER 15, 2022

According to international outsourcers CGS, 80% of consumers feel more emotionally connected to a brand when customer service solves their problem and 30% of consumers are willing to pay more for excellent service, a 6% increase over 2019.

Coaching 52

Coaching Analytics Feedback outsourcing 52

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. One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. Image by Pete Linforth from Pixabay.

Best practices 63

Best practices Average Handle Time Surveys Metrics 63

BlueOcean

FEBRUARY 25, 2019

Your most productive agent can’t hit service level by themselves. Read this next: Secrets to Incredible Customer Service with Paul R. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? Are You Using 1999 Metrics to Measure 2019 Customer Care? It takes more than one person to win.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116