Expivia

DECEMBER 8, 2020

These 7 falsehoods though are topics that organizations that are new to call center outsourcing to think are reasons why they would NEVER outsource. In the 90s, it may have been more common that call centers would fudge their numbers or lie about service levels and conversion rates. This is a false narrative.

outsourcing 52

outsourcing Call Center Analytics Service level 52

SharpenCX

MARCH 30, 2021

Data and analytics power your contact center. Yet still, some leaders are stuck scratching their heads, trying to figure out how to harness all the power of the data sitting in their call center technology. On-demand service and next-day delivery made customer expectations skyrocket. Customer demographics and preferences.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Skybridge

JUNE 10, 2020

For so many organizations, survival has depended on whether their employees could even do the job remotely and how quickly they could be back up and working from home. For brands that have always used onsite call centers to care for their customers – and for the agents who worked onsite – this has been a particularly challenging time.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. At Harte Hanks, for instance, 76% of their customer care leaders started as agents.

Contact Center 90

Contact Center Employee engagement Coaching Benchmark 90

CX Global Media

JULY 9, 2019

In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Chief Customer Officer, FrontSpin. Randy Rubingh ??Chief

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

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

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

However, executing a customer-centric strategy doesn’t happen overnight, and it has to be guided by a well-laid out customer centric business strategy. Strategies in Optimizing Call Center Customer Support for Increased Revenue. Establishing a Customer-First Mindset without Sacrificing Efficiency.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

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

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. It’s no secret that many people can’t stand call centers…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

SharpenCX

JUNE 16, 2020

Companies are investing in co-working spaces or smaller offices to accommodate employees who can’t work from home. As a manager of a call center, you may be panicking a little. How are you supposed to successfully manage employees that are in totally different environments? Don’t freak out – you’ve got this.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. 6 Key Benefits of Employee Call Off Lines.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

BlueOcean

NOVEMBER 6, 2019

However, returning to the “per agent hour” (or sometimes “per minute” or “per transaction”) investment in a customer care outsourcer, every factor is already included. The Cost of Contact Center Infrastructure. Next, let’s look at the physical space that is home to your contact center. The Cost of Attrition and Retention.

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

Contact Center Pipeline

NOVEMBER 5, 2020

Like so many companies, PFS’ customer care team had to make the quick shift from a fully on-premise operation to a work-from-home model during the coronavirus pandemic shutdown.

Contact Center 138

Contact Center Customer Care Employee engagement Call Center 138

Taylor Reach Group

JANUARY 21, 2019

has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. While The Taylor Reach Group, Inc.,

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. Top related content: How to Reduce Hold Time in Your Call Center.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Skybridge

AUGUST 13, 2020

They’re the ones who, to quote Sands, “ rather than getting triggered into fight/flight/freeze mode, engage their capacity to keep their eyes, ears, hearts and minds wide open, which is only possible when they invoke the most important characteristic of all: curiosity.” You can read her article below. We would love to talk! contact-form-7].

Customer Care 52

Customer Care Employee engagement Call Center Sales 52

Contact Center Pipeline

SEPTEMBER 27, 2019

Not surprisingly, many were interested in looking ahead to learn which near- and long-term trends will have the most impact on customer care and service delivery. What was top of mind this month for Pipeline blog readers?

Customer Care 113

Customer Care Employee engagement Self service Contact Center 113

Nicereply

AUGUST 22, 2019

Traditional service outsourcing was an ideal solution for business leaders looking to increase their call center bandwidth while reducing costs. While it enables organizations to scale their customer support capabilities quickly, it makes the customer experience an even bigger priority. Increased Employee Engagement.

outsourcing 68

outsourcing Customer Support Scripts Call Center 68

Noble Systems

MARCH 30, 2020

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. In times of uncertainty, customer and contact center agent stress levels are higher than usual.

Management 90

Management Gamification Contact Center Coaching 90

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Example: The call center is constantly evolving and new systems are being put in place. Shep Hyken.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Taylor Reach Group

MARCH 8, 2021

Well trained contact center leaders, especially supervisors, will increase employee engagement, retention, productivity and quality, creating significant savings for the organization. In many organizations the contact center leaders are the only contact center professionals in the organization.

Consulting 100

Consulting Consulting Contact Center Chief Customer Officer 100

Fonolo

FEBRUARY 20, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. It’s a program I initiated here called You Speak, We Listen.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Serenova

AUGUST 25, 2020

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. What is Workforce Management?

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Work Environment.

Contact Center 63

Contact Center outsourcing Government Sales 63

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.

Contact Center 62

Contact Center Coaching Scripts Management 62

Ansafone

OCTOBER 6, 2017

Use this time to touch on the “why” of customer service, how it affects the company overall and how it is everyone’s role. Zappos CEO Tony Hsieh works in the call center during the holiday season, taking orders and providing customer support. Does your leadership roll up their sleeves and “dig in” during busy times?

Customer Service 74

Customer Service Morale Call Center Contact Center 74

BlueOcean

AUGUST 7, 2018

Even if you’ve had the same supplier for a while, going through the contact center RFP process will ensure that you and your existing partner are staying up-to-date and competitive as the market evolves; after all, if your supplier grows stagnant, so do you. And it doesn’t have to be a painful process. Another consideration is the RFP format.

Contact Center 75

Contact Center outsourcing Consulting Consulting 75

Serenova

AUGUST 25, 2020

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. What is Workforce Management?

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Verint

JANUARY 16, 2018

In today’s customer care environments, a strong quality management (QM) system is crucial to moving customer engagement interactions to the next level of performance excellence. For many years, companies have used QM software and techniques to optimize their customer service operations.

Coaching 34

Coaching Quality management Employee engagement Feedback 34

COPC

JUNE 4, 2020

Q: Coming back to remote working, what do you think are the key success factors in the long run for contact centers and outsourcers, especially in Asia region? I think remote working is going to be a key success factor for Asian call centers. About TDCX.

Best practices 55

Best practices Automotive outsourcing Contact Center 55

Voxjar

MARCH 10, 2020

Measuring Customer Service Performance. Alright, so you’re responsible for customer service in the call center. You’ve got a lot on your plate – managing quality assurance via call recording and monitoring. Now, Let’s Look at the Why and How of Setting KPI Metrics for Customer Service. What’s In Store.

Metrics 52

Metrics Customer Service Call Center Customer retention 52

SharpenCX

FEBRUARY 10, 2021

Instead of collecting data on everything but the kitchen sink, focus your customer data in these core areas. This type of customer service data is the most obvious source to collect and analyze. Because most of the time, your call center system automatically collects and funnels it to your reporting engine.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Playvox

MARCH 19, 2024

AI enables customer service organizations to: Perform routine, simple tasks that are usually done by a human, improving productivity Automate basic requests that improve customer experiences Enable the workforce to efficiently handle more complex requests Contact center leaders tend to leverage AI for task automation as the low-hanging fruit.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

CX Global Media

SEPTEMBER 10, 2018

Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

Playvox

MARCH 5, 2024

In response to these trends and preferences, contact center leaders are retooling and streamlining quality management processes, leveraging AI along the way. With its rapid rise in popularity, contact center leaders are more aware than ever of what AI can do for their organizations, particularly in the area of quality management.

Quality management 78

Quality management Management Contact Center Coaching 78

Upstream Works

JUNE 10, 2019

It will help you ensure brand integrity and demonstrate that your customer care strategy goes beyond answering phones in a call center. Video and Co-Browse Customer Care. Show and guide customers to quick, effective, personalized resolution with Tokbox, Twilio, Vidyo, and more.

Customer centricity 60

Customer centricity Contact Center Contact center software Customer Care 60