BlueOcean

JUNE 17, 2021

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. An outsourced partner can offer a number of benefits in this scenario. Ensuring Business Continuity.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

TLC Associates

JULY 17, 2019

and even more citizens are underemployed, which makes reliable contact center work an appealing option for Dominicans. However, it’s important to know that not all nearshore options are currently right for your contact center workforce. Every exceptional customer experience stems from a deeper connection.

Contact Center 40

Contact Center outsourcing Outbound sales contact center workforce 40

Verint

AUGUST 17, 2017

When I probed with a technology question to one of the interviewees, the CEO of a large outsourcer, his response was, “Technology is easy. Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today. People are the hard part.”.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

CSM Magazine

OCTOBER 15, 2018

Then, there’s the constant battle between operations (who want ‘fast and cheap’) and the contact center (whose job is to make ‘customers feel loved’). This perennial tug of war is damaging to agent morale, the customer experience and health of the overall business. Running a series of ‘what if’ scenarios helps to.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. of capturing feedback from customers. Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

JANUARY 31, 2018

Work performed in the back office in industries such as banking, healthcare, outsourcing and insurance includes processing claims, managing logistics, maintaining records, ensuring compliance and handling prescription orders. They invest heavily to drive customer experience excellence. Shouldn’t you?

Enterprise 39

Enterprise Healthcare Banking Contact Center 39