NobelBiz

APRIL 23, 2024

this is governed by the Fair Debt Collection Practices Act (FDCPA), which sets guidelines on how collectors can conduct themselves, the times and methods by which they can contact debtors, and the actions they are prohibited from taking. This is why automation is especially transformative in contact centers. In the U.S.,

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

The Northridge Group

AUGUST 23, 2022

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. They typically take calls from customers who are shopping for private insurance or Medicare.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 In US government, this score languishes at 4.5. All this makes providing the very best customer service in government no easy feat.

Government 80

Government Best practices Customer Service Chatbots 80

Call Center Weekly

JULY 6, 2018

This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients. How does a contact center without a formal multilingual support system handle non-English calls? Research also shows a rise in customer defections after only one bad experience!

Contact Center 212

Contact Center Technical Support Government Consulting 212

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Another judge wrote, “Wow!

Contact Center 71

Contact Center Government Customer Care outsourcing 71

Call Center Weekly

OCTOBER 9, 2017

How then does a well trained contact center impact customer experience? Higher First Contact Resolution When your staff is well trained, they can provide resolution (when possible) on the first interaction. I have led or consulted contact centers of various sizes across numerous industries.

Contact Center 273

Contact Center Morale Government Education 273

Taylor Reach Group

OCTOBER 29, 2021

The ongoing pandemic continues to impact on individuals, business and government. Many people have begun to work from home and many businesses and government agencies have been working to determine how they can best meet the needs of their customers and citizens through their now remote contact centers.

Government 52

Government Contact Center Management Consulting 52

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

JUNE 30, 2017

Let us have a quick look at the top technology trends of 2017 that will disrupt the customer experience benchmarks: Artificial Intelligence : Truly, Artificial Intelligence has made organizations capable of tackling different situations. The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken.

Government 223

Government Technology Benchmark call center software 223

Call Center Weekly

APRIL 12, 2018

Most often though, it is the contact center that interacts with those customers who wish to leave. While the functional role of retention is housed within a specific team, everyone in customer service impacts the company’s ability to preserve customers. Connect with me on LinkedIn and Twitter.

Customer retention 136

Customer retention Contact Center Brand ambassadors Government 136

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Sales 71

Sales Customer Service outsourcing Government 71

ForeSee

MARCH 12, 2015

So how can public sector customer experience professionals keep up with the ever-increasing expectations of their customers? The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government'

Government 79

Government Customer Service Multichannel Contact Center 79

Call Center Weekly

SEPTEMBER 21, 2017

This saying has significant meaning to those in customer service. Providing service is one thing. However, extending kindness creates special moments for customers. Kindness can be the difference in retaining a customer, or more importantly, brightening their day. Customers rarely expect something for nothing.

Customer Service 168

Customer Service Government Contact Center Consulting 168

CCNG

OCTOBER 25, 2023

Key Points from Discussion Behind every great customer experience is a great employee enabled by great technology. Governance is more than just project management or business processes, it requires cross-functional collaboration and involvement from various stakeholders to successfully implement large-scale changes.

CCNG 195

CCNG Technology Employee engagement Government 195

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. Importance of a single source of truth in customer service.

Customer Service 175

Customer Service Government Marketing Enterprise 175

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. How Can I Best Monitor Remote Employees?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Call Center Weekly

AUGUST 15, 2018

At the heart of customer service, is a desire to assist others with empathy and kindness at all times. I constantly remind myself and those in my charge that we are one call away from disaster should we deviate from exceptional customer service. For my line of business, attitude ranks high on the list of soft skills.

Contact Center 143

Contact Center Government Personalization Consulting 143

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. This easy and convenient method of communication will continue to pay dividends for the contact center.

Contact Center 116

Contact Center Government Self service CRM 116

Cisco - Contact Center

NOVEMBER 26, 2019

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. Traffic codes were established to govern the orderly operation in the public arena regulating who, what and how ownership, safety and violations would be administered.

Contact Center 99

Contact Center contact center solutions Transportation Government 99

Aspect

OCTOBER 10, 2017

The role of the contact center has never been more critical to the overall success of your business strategy than it is today. With families displaced, homes destroyed and sadly, lives lost, the disruption of communications has been offset by some contact centers stepping up to become hubs of information.

Contact Center 147

Contact Center Call Center Government contact center solutions 147

NICE inContact

APRIL 29, 2019

Government agencies often times struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. Aging contact center technology can become a major hurdle. Citizens increasingly expect the same levels of service they get as customers.

Government 54

Government Cloud contact Contact Center Technology 54

Noble Systems

MARCH 20, 2020

It is a challenging time for all of us and many contact centers will be facing difficult decisions regarding the safety and well-being of their staff. Some useful links to government resources and advice are also listed. Some useful links to government resources and advice are also listed.

Contact Center 82

Contact Center voip Gamification Government 82

Call Center Weekly

OCTOBER 13, 2017

By Sean Hawkins This is an exciting time to be in the contact center! The call center of old, is vastly different than today's contact center. Perceptions about the contact center Ask the average person, and they are likely to have a negative opinion of the contact center.

Contact Center 100

Contact Center Education Call Center Government 100

Call Center Weekly

JUNE 19, 2017

Hopefully, as a result of these awards, you'll see an improvement in the overall performance of your contact center. Currently the Director of Contact Center and Customer Service, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

Customer Service 156

Customer Service Coaching Government Contact Center 156

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Call Center Weekly

FEBRUARY 22, 2018

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.

Customer Service 212

Customer Service Government Contact Center Metrics 212

Taylor Reach Group

FEBRUARY 13, 2021

TRG) has been contracted by a large regional municipality to aid in assessing and optimizing its contact center operations. Local governments operate complex, multi-tiered contact center operations supporting resident inquiries to many departments,” says Colin Taylor, CEO and Chief Chaos Officer at TRG. “As

Contact Center 50

Contact Center Government Best practices Consulting 50

Contact Center Pipeline

JULY 11, 2019

A 35-year veteran of contracted Medicare administration, Pigg-Shoemake has expertise in various aspects of the program having worked in claims adjustment, customer service and appeals management. In August 2017, […].

Government 145

Government Management Customer Service Employee engagement 145

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Scripts Call Center Government 52

DMG Consulting

JUNE 12, 2023

Customer Service Woes? COVID-19 caught companies off guard, and they scrambled very quickly to rework their customer service operations to tackle the disruption that the pandemic caused. There seems to be an increasing number of customer service complaints across industries. It found that 63 percent of U.S.

Customer Service 48

Customer Service Contact Center Self service Government 48

Transparent BPO

MARCH 11, 2020

.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. “There is a term used in the industry: internal benchmarking,” he said.

Benchmark 71

Benchmark Contact Center outsourcing Schedule adherence 71

Call Center Weekly

OCTOBER 25, 2018

I have over 15 years of progressive customer service leadership experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.

Customer Service 136

Customer Service Government Feedback Contact Center 136

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. The world has changed in the past year, in many cases for the better, and so must businesses and their service organizations. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Customer Service Life

NOVEMBER 5, 2018

When you picture customer service training, what key elements come to mind? Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical.

Contact Center 79

Contact Center Education Government Healthcare 79

Call Center Weekly

JULY 21, 2017

By: Sean Hawkins As customer service professionals, we can all sympathize with the monotonous routine of call center agents. Log in to assist the customers, then log out and go to lunch and/or break. Customer loyalty is directly impacted by exceptional service. This includes quality customer service!

Contact Center 143

Contact Center Employee engagement Metrics Government 143