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Contact Center Geek
SEPTEMBER 10, 2021
It usually sounds like this, “I have a new person leading our contact center… where should they go to get help on how to run a contact center?” So, my first answer to that question is to get involved with a regional contact center association.
The Northridge Group
JULY 6, 2022
Thus, it comes as no surprise that we are seeing it trickle down to healthcare contact center associates, causing them to leave their jobs, with both payers and providers, at increasing rates since the onset of the pandemic. Contact Centers in Crisis.
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The Northridge Group
OCTOBER 20, 2021
With companies across nearly every industry scrambling to create exciting “digital first” customer experiences , it’s easy to imagine that human associates in traditional customer service contact centers could be left behind. Contact Center Management Customer Experience
The Northridge Group
NOVEMBER 4, 2021
Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes.
Acquire BPO
MAY 18, 2021
Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP of People and Culture, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council.
Acquire BPO
MAY 18, 2021
Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP for People & Culture, PH, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council.
TLC Associates
MARCH 10, 2020
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 contact center associates. “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.
HGS
JULY 12, 2017
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 Contact Center World Awards. “We We are honored to be recognized by one of the world’s largest contact center associations as a trailblazer in outsourcing partnerships and self-service technology,” said Chris Lord, Global Head - DigiCX; Growth, Strategy and Marketing. “At Contact Center Awards.
Contact Center Geek
APRIL 4, 2018
Matt Beckwith is proud to be a Contact Center 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 Contact Center Association. Has working in customer service made a positive affect in your personal life? The short answer is: absolutely!
Call Center Weekly
SEPTEMBER 13, 2018
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 Contact Centers with an emphasis on building and leading Workforce Management teams. She is a member of the NCCCA (Nor-Cal Contact Center Association) Steering Committee and an ASUGA (Aspect Software Users Group Association) board member.
Toister Performance Solutions
JANUARY 23, 2020
Imagine contacting customer service and getting connected with the CEO. It keeps the customer at the center of everything they do. Chicago, IL: Midwest Contact Center Association (February 13) Miami, FL: Zendesk Relate (March 4) Las Vegas, NV: SupportWorld Live (April 22-23) Ft.
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Call Center Weekly
NOVEMBER 9, 2017
Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. On the other hand, if a contact center Agent searches for “extended warranty”, their search also brings up how to process a customer’s warranty claim. Call Center CCW contact center Metrics Quality
Call Center Weekly
APRIL 25, 2018
What do you think is overlooked by contact center 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 contact centers improve their sales and customer retention results. Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers.
Call Center Weekly
MARCH 1, 2018
By Matt Beckwith Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! At the beginning of my contact center career I lived through some awful team meetings. Team meetings can be a powerful communication tool for contact centers, provided that they are not a colossal waste of time and energy.
Contact Center Geek
SEPTEMBER 16, 2018
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 contact center, 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.
Vistio
DECEMBER 15, 2021
Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. You’ve come from the contact center floor all the way now to where you are as the director of customer experience at Clark Pest Control.
NICE inContact
MAY 1, 2019
The company has 75,000 associates, mostly agents, and provides contact center 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 contact center associates deliver more than 2.5 With $1.7
Contact Center Geek
JANUARY 14, 2016
A fellow Nor Cal Contact Center Association 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.
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