Outsource Consultants

FEBRUARY 4, 2021

The middle market outsource call center is that elusive jackpot for organizations focused on business process outsourcing (BPO) services. And even though middle-market partners tackle the same challenges and employ the same tactics, many customer care leaders still think “bigger is better” and this is not always the case.

outsourcing 76

outsourcing Call Center Marketing Business Process Outsourcing 76

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. The growing scale of the customer care market requires greater reliance on technology through automation and AI-based technology.

Call Center 139

Call Center Technology outsourcing Self service 139

Inbenta

NOVEMBER 9, 2021

Social distancing has altered how people purchase goods, communicate and work, and banks have had to reduce their dependence on humans, when possible, to become a lights-out business that meets customer demands for 24/7, omnichannel access to services. Want to build your own banking chatbot? Get our 14-day free trial.

Banking 95

Banking Chatbots Customer Care Self service 95

Grupo Noa

DECEMBER 15, 2020

Ideally, a firm that does not receive an excessive high volume of calls should go for shared call center route. According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. A firm needs to leverage on that.

call center solutions 52

call center solutions Call Center Contact Center Consulting 52

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62

Fonolo

NOVEMBER 21, 2018

A number of call center companies reported earnings in the last few weeks, so it’s time once again for an informal, semi-regular, not-at-all-intended-as-investment-advice look at what’s going on. We’re going to cover Cisco and Vonage for the first time, because there’s a lot of call-center-related news there.

Call Center 57

Call Center Contact Center Chatbots Engineering 57

Grupo Noa

JUNE 1, 2018

Ideally, a firm that does not receive an excessive high volume of calls should go for shared call center route. According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. A firm needs to leverage on that.

call center solutions 40

call center solutions Call Center Contact Center Consulting 40

Skybridge

MAY 11, 2020

In a recent article by David Michels and Luca Penna, of consulting firm Bain & Company, this point by looking at how Roosevelt, Churchill, and Stalin began planning the post-war recovery months before armistice was in sight anywhere. Find out how Skybridge Americas can help you delight your customers and grow your business.

Call Center 52

Call Center Banking Customer Care Sales 52

Skybridge

MAY 11, 2020

In a recent article by David Michels and Luca Penna, of consulting firm Bain & Company, this point by looking at how Roosevelt, Churchill, and Stalin began planning the post-war recovery months before armistice was in sight anywhere. Find out how Skybridge Americas can help you delight your customers and grow your business.

Call Center 52

Call Center Banking Customer Care Sales 52

CrazyCall

DECEMBER 7, 2018

The call center industry is growing at an amazing rate. These figures are impressive; it is however not surprising considering the outstanding benefits of having a call center. These figures are impressive; it is however not surprising considering the outstanding benefits of having a call center.

Call Center 76

Call Center call center software Abandon Call Advertising 76

Connecting the Dots

JULY 27, 2020

The work of John Goodman and Marc Grainer , two of Customer Care Measurement & Consulting’s principals, led to a customer care revolution in the United States, and for both, an ongoing passion to monitor and continuously optimize the customer experience to create a win-win for buyers and sellers.

Customer Care 62

Customer Care Government Education Engineering 62

TechSee

APRIL 4, 2023

If a problem is more complex, the agent can send a tradesperson out to the customer knowing precisely who to send and what tools and materials are needed. Directly viewing the problem allows the customer care rep to see exactly what action needs to be taken, increasing the chances of first-visit fixes. Interested?

Customer Service 109

Customer Service Customer Care Technology outsourcing 109

Vcaretec

JUNE 6, 2022

Clients met all of their customer care goals, even on the busiest shopping days of the year. It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by more than 10 fold.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

Taylor Reach Group

NOVEMBER 1, 2019

an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. Taylor Reach Group, Inc., About Taylor Reach Group.

Consulting 59

Consulting Consulting Contact Center outsourcing 59

Fonolo

JANUARY 31, 2018

If this topic interests you, you might want to check-out our post from 2 weeks ago The Hidden Power Structure of Cloud-Based Call Centers. Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE. Our favorite chart: The Current State of Customer Care.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Revation Systems

JANUARY 12, 2018

Thus, leading the way for call centers to be considered so much more. Today the role of cloud and multi-channel features has changed the game entirely, and shifted what was merely used to aggregate inbound and outbound phone calls into a complex communications hub able to transform multiple industries such as healthcare and banking.

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

Skybridge

MARCH 30, 2020

A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home. Meantime, customer-service setups in the U.S.,

Call Center 59

Call Center Airlines Customer Service Wait times 59

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. New Challenges for Call Centers in 2021. A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up.

Call Center 376

Call Center Technology Banking Contact Center 376

CX Global Media

JULY 9, 2019

Chief Customer Officer, FrontSpin. Typically call center agents train for 2-4 weeks and are not fully productive for another 1-3 months. Call center attrition rates are 40-100%. During his career he has managed over 20 million incoming phone calls. Mark Brody Contact Center Industry Professional.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Outsource Consultants

JANUARY 24, 2022

Let’s take a look at how the potential threats we covered in 2019 have played out, and how the Philippine call center industry has faced the additional difficulties initiated by the pandemic. 2019 Status: In 2019, online gambling aimed at Chinese customers found a foothold in the Philippines due to low taxation.

outsourcing 128

outsourcing Real estate Government Call Center 128

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CSM Magazine

FEBRUARY 12, 2024

By reaching out to customers, businesses can proactively address any issues, provide personalized assistance, and offer valuable insights or recommendations. This level of proactive customer care shows a commitment to customer satisfaction and can significantly improve the overall customer experience.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Learn how Wayfair and Bluegreen are using intelligence to improve the customer experience throughout their organizations.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Fonolo

JANUARY 14, 2020

Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders. Customer Think. When it comes to call center blog sites, CustomerThink has it all. It’s a global online community of business leaders with a customer-centric approach. . Marsha Collier. Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Beyond Philosophy

APRIL 14, 2015

If you don’t see Customers there, they didn’t make the cut. Ask yourself, does the Customer Care Center receive accolades publically? Many times Customer service employees are treated like second-class citizens. When was the last time it highlighted the work of the call center or Customer care reps?

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

CX Global Media

JULY 12, 2019

About Michael Replogle : International Executive Vice President who has successfully driven call center performance and productivity for more than 32 years in such companies as JP Morgan Chase, USAA, Regus, Direct Energy, and 1800Flowers.com. Bill White Executive Director – Customer Care, ???Stuller, Stuller, Inc.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Fonolo

NOVEMBER 27, 2018

This is why empowering a customer service team can be key to the overall success of any company. While we could go on for days about the benefits that come from giving your call center employees autonomy, here are the top three reasons you should actively work to support your customer service employees.

Customer Service 119

Customer Service Call Center Engineering Contact Center 119

CCNG

OCTOBER 6, 2020

As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care. I knew then that the investment I made towards becoming a good virtual leader had paid off.

CCNG 195

CCNG outsourcing Surveys Coaching 195

COPC

SEPTEMBER 19, 2022

The company provides a spectrum of seamless solutions that span outsourced customer care, technology services, digital business, consulting, back-office, and other specialized services for enriching customer experience. for expert consulting , training , certification , benchmarking and research solutions.

Business Process Outsourcing 52

Business Process Outsourcing Benchmark outsourcing Construction 52

Connecting the Dots

JULY 13, 2020

By leveraging good science, Scott, along with the CCMC team, has assisted leaders in all industries in strategic investments in customer care that lead to favorable return on investment. Scott’s business partners, Marc Grainer and John Goodman , were involved in the first of its kind 1976 study on customer care.

Customer Care 62

Customer Care Consulting Consulting Call Center 62

TechSee

JUNE 26, 2018

Super-Agent brings cutting-edge Augmented Reality (AR) technologies to customer care: He beams it to Field Services for technicians to use with smartphones, tablets and AR glasses, so they can supervise, consult and train remotely with visual tools. “Here I come to save the day…”. How does he do it? The enterprise is saved!

Customer Service 84

Customer Service Self service Contact Center Call Center 84

Connecting the Dots

JULY 13, 2020

By leveraging good science, Scott, along with the CCMC team, has assisted leaders in all industries in strategic investments in customer care that lead to favorable return on investment. Scott’s business partners, Marc Grainer and John Goodman , were involved in the first of its kind 1976 study on customer care.

Customer Care 62

Customer Care Consulting Consulting Surveys 62

Fonolo

NOVEMBER 20, 2018

And the research doesn’t lie: While customers certainly appreciate and use the options available to them, 79% would still prefer to talk to a call center representative over the phone than opt for self-serve online. And, call centers tend to be one of the most-used customer service channels , second only to FAQs.

Customer Service 86

Customer Service Call Center Engineering Contact Center 86

Robert Davis

OCTOBER 22, 2019

Will collaborate to enhance call center operations, help clients hire better-performing leaders, and achieve lower costs and higher performance. Launch call center, BPO and shared services operations in The Philippines. Provide expert training, coaching, consulting and support. Press Release.

Coaching 48

Coaching Call Center Consulting Consulting 48

Babelforce

MAY 19, 2022

It’s a given that call centers need to make a lot of calls. Imagine you need to call 10 people. Automated calling services can improve the way you handle your inbound calls too by routing calls more efficiently and providing IVR services to help your customers help themselves. babelforce.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

TMP Direct

MARCH 17, 2015

Traits of the best call centers – Part 1. The International Customer Management Institute (ICMI) is one of the call center industry’s most respected organizations. Great call centers know that people are the key to success.”. They have a supporting culture.”. They leverage key statistics.”.

Call Center 40

Call Center Telecommunications Benchmark Metrics 40