Jon Arnold

NOVEMBER 10, 2017

This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next.

Contact Center 80

Contact Center Technology Benchmark Consulting 80

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. Shep Hyken.

Government 220

Government Technology Benchmark call center software 220

Spearline

JANUARY 25, 2022

While reducing customer churn is not the sole responsibility of the contact center in an organization, there are techniques that can be applied to reduce the rate. Identify low volume times at your contact center and put this time to good use. The test allows you to proactively measure and benchmark any delay.

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). Once we get your results we will develop a customized report and you will receive a copy of our 2017 Contact Center Benchmark Report.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. Here are some implications for contact center leaders to consider in making the right buying decisions.

Contact Center 78

Contact Center contact center solutions Benchmark Call Center 78

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

contact center solutions 78

contact center solutions Cloud contact Contact Center Journey mapping 78

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? Why is benchmarking important?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Spearline

APRIL 3, 2023

Contact centers typically aim to handle as many calls as possible and resolve customer issues quickly while maintaining high customer experience (CX) standards. Technical issues – These can include problems with the telephony system, call routing, and other technology that supports your contact center.

Contact Center 52

Contact Center Interactive Voice Response outsourcing Benchmark 52

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service. Hear about actual contact center transformations and best practices, too. Is your Contact Center Keeping Up?

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark.

Contact Center 52

Contact Center Technology Feedback Analytics 52

NICE inContact

OCTOBER 8, 2019

Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. You may be familiar with certain call center KPI’s but less familiar with benchmarks. Using our analogy, benchmarks are used to determine whether your call center is on course.

Benchmark 54

Benchmark Call Center First call resolution industry standards 54

Call Experts

MARCH 5, 2020

Cue the experienced live-agent contact center. . Here are our top 4 benefits of partnering with a contact center to support and grow your plumbing business: . Hire a plumbing contact center that works 24x7x365. Contact centers are available virtually and remotely. More Blogs Menu.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Answering services 80

Call Experts

FEBRUARY 26, 2020

Contact centers must capture data in real-time and enter correctly into CRM systems to provide reporting for your business to make data-driven decisions. . Telephony provider Companies are looking for a partner that can provide telephony and contact center infrastructure. More Blogs Menu.

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service. Hear about actual contact center transformations and best practices, too. Is your Contact Center Keeping Up?

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. At the heart of the development and implementation of these solutions, contact centers have maintained a focus on improving UX and CX. . More Blogs Menu.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Monet Software

MARCH 19, 2020

“Know thyself” is a Greek aphorism, which turns up throughout literary history from Plato to Emerson to self-help blogs. It’s also great advice for call center leaders seeking to enhance employee engagement. It’s rather common for contact center leaders to hoist the “employee engagement project” on a manager or group of supervisors.

Employee engagement 77

Employee engagement Contact Center Gamification Call Center 77

NobelBiz

DECEMBER 17, 2020

Steve Bederman joins the Benchmark Portal Podcast - hosted by Bruce Belfiore - for a eye opening discussion about the future of the contact center industry in 2021, and how can the omnichannel method help businesses thrive in the new economic environment. The post How 2021 Looks for Contact Centers?

Contact Center 52

Contact Center Benchmark 52

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. And no wonder. And no wonder.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

NICE inContact

SEPTEMBER 10, 2019

Our latest research on Customer Experience reveals what business think of self-service vs. customers, along with many other important benchmark stats. The post Finding the Right Self-service Mix in Your Contact Center appeared first on NICE inContact Blog. What do your customers really think about self-service?

Self service 60

Self service Contact Center Benchmark Customer Experience 60

NICE inContact

DECEMBER 3, 2018

Both are hot topics when it comes to contact centers and customer experience. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Artificial intelligence (AI) is hot.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

Call Experts

NOVEMBER 20, 2019

With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Customer activities and interactions with brands during the holiday season significantly impact contact centers. Contact centers provide support for your business and manage the increase in call volume.

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

NICE inContact

AUGUST 24, 2017

Check out the inContact Customer Experience Transformation Benchmark study to learn more about customer preferences and what that could mean for your industry. The post What are Bank Contact Centers Doing Right? appeared first on inContact Blog.

Banking 55

Banking Contact Center Benchmark Call Center 55

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

NICE inContact

SEPTEMBER 7, 2017

Your first contact resolution rates will increase, and so should your customer satisfaction. The post Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel appeared first on inContact Blog. And your agents overall spend less time on that interaction, too! A true case of 1+1=3.

Contact Center 67

Contact Center Benchmark Engineering Customer Experience 67

NICE inContact

MARCH 27, 2018

While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. Exceptional Customer Experience Still Relies on Agent Assistance. Exceptional Customer Experience Still Relies on Agent Assistance.

Contact Center 54

Contact Center Benchmark Self service APIs 54

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Vonage

OCTOBER 6, 2015

To keep your business out in front, you must benchmark yourself against the best in every industry… and throughout the world and improve customer experience accordingly. The post Federal Express sets a benchmark on how to improve customer experience appeared first on Blog | NewVoiceMedia. Read more articles from Ron Kaufman.

Benchmark 97

Benchmark Customer Experience Airlines Education 97

Call Experts

MAY 2, 2019

Contact center protocols develop, manage, evaluate, and optimize your customer journey. Organizations are redefining their contact objectives. Contact centers focus on three main objectives to enhance the efficiencies in your business: Empower agents to develop meaningful connections. More Blogs Menu.

Contact Center 56

Contact Center outsourcing Call Center Answering services 56