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Keys to Contact Center Consistency and Compliance

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 MORE

Contact Center contact center associations Banking Education 139

Unique Fully-managed Solution Emerges from Sitel-NICE inContact Collaboration

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 MORE

Business Process Outsourcing contact center associations contact center solutions outsourcing 14

How will your firm capture new customers during this window of opportunity?

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. MORE

Benchmark contact center associations Sales Marketing 40

HGS Harvests Gold at CCW Awards Ceremony

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. MORE

outsourcing Self service contact center associations industry standards 158

Workforce Management's Impact on Customer Service

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. MORE

Management Customer Service Finance contact center associations 177

Your Team Meetings Suck (But They Don't Have To)

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. MORE

contact center associations Contact Center Coaching Feedback 131

"Follow the Leader", Featuring Matt Beckwith

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! MORE

Education contact center associations Contact Center Personalization 52

Customer Experience – No, Not That

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. MORE

Customer Experience contact center associations Contact Center Accountability 56

Improve Customer Focus with Whole Company Support

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. Lauderdale, FL: ICMI Contact Center Expo (May 12-13 That's a real possibility if you reach out to customer service software provider, Help Scout. MORE

contact center associations Contact Center Feedback Personalization 65

The Effortless Experience - A Must Read for Contact Center Managers

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. MORE

Contact Center Call Center Customer effort contact center associations 48

"Follow the Leader", Featuring Mike Aoki

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. MORE

contact center associations Contact Center Sales Customer Service 40
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Contact Center industry standards Call Center Sales Business Process Outsourcing outsourcing Customer retention Customer Service Personalization contact center solutions More Related Topics >

How will your firm capture new customers during this window of opportunity?

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.

Benchmark 40
More
Benchmark contact center associations Sales Marketing 40

HGS Harvests Gold at CCW Awards Ceremony

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.

outsourcing 158
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outsourcing Self service contact center associations industry standards 158
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"Follow the Leader", Featuring Matt Beckwith

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!

Education 52
More
Education contact center associations Contact Center Personalization 52

Webinars

The Insider Secret to Designing Virtual Agents that Surpass Your Competition

MORE

Workforce Management's Impact on Customer Service

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.

Management 177
More
Management Customer Service Finance contact center associations 177

Improve Customer Focus with Whole Company Support

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. Lauderdale, FL: ICMI Contact Center Expo (May 12-13 That's a real possibility if you reach out to customer service software provider, Help Scout.

contact center associations 65
More
contact center associations Contact Center Feedback Personalization 65

Keys to Contact Center Consistency and Compliance

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

Contact Center 139
More
Contact Center contact center associations Banking Education 139

"Follow the Leader", Featuring Mike Aoki

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.

contact center associations 40
More
contact center associations Contact Center Sales Customer Service 40

Your Team Meetings Suck (But They Don't Have To)

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 associations 131
More
contact center associations Contact Center Coaching Feedback 131

Customer Experience – No, Not That

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.

Customer Experience 56
More
Customer Experience contact center associations Contact Center Accountability 56

Unique Fully-managed Solution Emerges from Sitel-NICE inContact Collaboration

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

Business Process Outsourcing 14
More
Business Process Outsourcing contact center associations contact center solutions outsourcing 14

The Effortless Experience - A Must Read for Contact Center Managers

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.

Contact Center 48
More
Contact Center Call Center Customer effort contact center associations 48

"Follow the Leader", Featuring Mike Aoki

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.

contact center associations 40
More
contact center associations Contact Center Sales Customer Service 40
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