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Why is the issue of compliance important for contactcenters? Contactcenters need to provide accurate information to their customers. Contactcenter Agents need the most accurate and up to date information. On the other hand, if a contactcenter Agent searches for “extended warranty”, their search also brings up how to process a customer’s warranty claim. Call Center CCW contactcenter Metrics Quality MORE
The company has 75,000 associates, mostly agents, and provides contactcenter services to 400+ clients in more than 70 countries and in 45 different languages. Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contactcenterassociates deliver more than 2.5 With $1.7 MORE
TLC Associates is a seasoned provider of outbound calling solutions with significant experience in the mortgage lending industry. Download a copy of this white paper to see how we drove triple digit sales results leveraging our US-based contactcenterassociates. “The Federal Reserve cut its benchmark rate by a half percentage point on Tuesday morning, delivering a booster shot to stem potential economic disruptions from the spreading coronavirus epidemic. MORE
In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 ContactCenter World Awards. “We We are honored to be recognized by one of the world’s largest contactcenterassociations as a trailblazer in outsourcing partnerships and self-service technology,” said Chris Lord, Global Head - DigiCX; Growth, Strategy and Marketing. “At ContactCenter Awards. MORE
If the communication link between them and the Workforce team is not in place – the efforts will result in burying the call center in call traffic with no one to answer the phone. Debra Bentson has spent most of her career in ContactCenters with an emphasis on building and leading Workforce Management teams. She is a member of the NCCCA (Nor-Cal ContactCenterAssociation) Steering Committee and an ASUGA (Aspect Software Users Group Association) board member. MORE
By Matt Beckwith Contactcenters of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contactcenter team meetings suck! At the beginning of my contactcenter career I lived through some awful team meetings. Team meetings can be a powerful communication tool for contactcenters, provided that they are not a colossal waste of time and energy. MORE
Matt Beckwith is proud to be a ContactCenter Geek. Since putting on the headset for the first time as a 411 operator, he has spent more than 20 years leading customer service and sales call centers in different industries. Matt also serves as a steering committee member for the Northern California ContactCenterAssociation. Has working in customer service made a positive affect in your personal life? The short answer is: absolutely! MORE
Then something magical happened – the customer looked back over her shoulder and made eye contact with me, the expression on her face indicated her glee in running the barista through the CX chipper. When I was a lead in a contactcenter, I actually liked the messy ones – they challenged and helped me learn how to de-escalate their situation, solve their problem, and earn their trust. MORE
Imagine contacting customer service and getting connected with the CEO. It keeps the customer at the center of everything they do. Chicago, IL: Midwest ContactCenterAssociation (February 13) Miami, FL: Zendesk Relate (March 4) Las Vegas, NV: SupportWorld Live (April 22-23) Ft. Lauderdale, FL: ICMI ContactCenter Expo (May 12-13 That's a real possibility if you reach out to customer service software provider, Help Scout. MORE
A fellow Nor Cal ContactCenterAssociation steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. Throughout my call center career I have seen many changes in how to measure the quality of service interactions. For many years in my career I watched call center leaders focus on soft skills. MORE
What do you think is overlooked by contactcenter leadership, that hinders their customer retention efforts? EVERY customer contact is a retention opportunity!" Remember: "Every customer contact is a retention opportunity!" a Canadian training company that helps contactcenters improve their sales and customer retention results. Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers. MORE
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TLC Associates is a seasoned provider of outbound calling solutions with significant experience in the mortgage lending industry. Download a copy of this white paper to see how we drove triple digit sales results leveraging our US-based contactcenterassociates. “The Federal Reserve cut its benchmark rate by a half percentage point on Tuesday morning, delivering a booster shot to stem potential economic disruptions from the spreading coronavirus epidemic.
In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 ContactCenter World Awards. “We We are honored to be recognized by one of the world’s largest contactcenterassociations as a trailblazer in outsourcing partnerships and self-service technology,” said Chris Lord, Global Head - DigiCX; Growth, Strategy and Marketing. “At ContactCenter Awards.
Matt Beckwith is proud to be a ContactCenter Geek. Since putting on the headset for the first time as a 411 operator, he has spent more than 20 years leading customer service and sales call centers in different industries. Matt also serves as a steering committee member for the Northern California ContactCenterAssociation. Has working in customer service made a positive affect in your personal life? The short answer is: absolutely!
If the communication link between them and the Workforce team is not in place – the efforts will result in burying the call center in call traffic with no one to answer the phone. Debra Bentson has spent most of her career in ContactCenters with an emphasis on building and leading Workforce Management teams. She is a member of the NCCCA (Nor-Cal ContactCenterAssociation) Steering Committee and an ASUGA (Aspect Software Users Group Association) board member.
Imagine contacting customer service and getting connected with the CEO. It keeps the customer at the center of everything they do. Chicago, IL: Midwest ContactCenterAssociation (February 13) Miami, FL: Zendesk Relate (March 4) Las Vegas, NV: SupportWorld Live (April 22-23) Ft. Lauderdale, FL: ICMI ContactCenter Expo (May 12-13 That's a real possibility if you reach out to customer service software provider, Help Scout.
Why is the issue of compliance important for contactcenters? Contactcenters need to provide accurate information to their customers. Contactcenter Agents need the most accurate and up to date information. On the other hand, if a contactcenter Agent searches for “extended warranty”, their search also brings up how to process a customer’s warranty claim. Call Center CCW contactcenter Metrics Quality
What do you think is overlooked by contactcenter leadership, that hinders their customer retention efforts? EVERY customer contact is a retention opportunity!" Remember: "Every customer contact is a retention opportunity!" a Canadian training company that helps contactcenters improve their sales and customer retention results. Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers.
By Matt Beckwith Contactcenters of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contactcenter team meetings suck! At the beginning of my contactcenter career I lived through some awful team meetings. Team meetings can be a powerful communication tool for contactcenters, provided that they are not a colossal waste of time and energy.
Then something magical happened – the customer looked back over her shoulder and made eye contact with me, the expression on her face indicated her glee in running the barista through the CX chipper. When I was a lead in a contactcenter, I actually liked the messy ones – they challenged and helped me learn how to de-escalate their situation, solve their problem, and earn their trust.
The company has 75,000 associates, mostly agents, and provides contactcenter services to 400+ clients in more than 70 countries and in 45 different languages. Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contactcenterassociates deliver more than 2.5 With $1.7
A fellow Nor Cal ContactCenterAssociation steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. Throughout my call center career I have seen many changes in how to measure the quality of service interactions. For many years in my career I watched call center leaders focus on soft skills.
What do you think is overlooked by contactcenter leadership, that hinders their customer retention efforts? EVERY customer contact is a retention opportunity!" Remember: "Every customer contact is a retention opportunity!" a Canadian training company that helps contactcenters improve their sales and customer retention results. Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers.
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