IdeasUnlimited

DECEMBER 2, 2021

With the assistance of trusted BPO firms, more and more companies are beginning to outsource their customer support to third-party call centers. This proves to be a more cost-effective solution compared to setting up an in-house contact center. However, there are many factors to consider before making such an investment.

Call Center 84

Call Center Telemarketing B2B outsourcing 84

Toister Performance Solutions

MAY 13, 2021

Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Overwhelmed contact center agents were at risk of quitting. I've been there as a contact center manager. What it actually does is generate more contact volume.

Contact Center 71

Contact Center Wait times outsourcing Self service 71

Fonolo

JANUARY 29, 2019

So, there is a limit to self-service, which will always lead the customer back to the loving arms of the call center. Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience?

Call Center 85

Call Center Airlines Contact Center Self service 85

Outsource Consultants

APRIL 11, 2018

The big goal should be to reduce hold times, but while hold times are still a reality it’s important to mix up the music and make it more entertaining and pleasing to the ear. Need an outsource call center? We can help! The post Little Things Go a Long Way in Customer Service appeared first on.

Customer Service 52

Customer Service outsourcing Entertainment Call Center 52

IdeasUnlimited

DECEMBER 2, 2021

With the assistance of trusted BPO firms, more and more companies are beginning to outsource their customer support to third-party call centers. This proves to be a more cost-effective solution compared to setting up an in-house contact center. However, there are many factors to consider before making such an investment.

Call Center 52

Call Center Telemarketing B2B outsourcing 52

SmartAction

SEPTEMBER 5, 2018

You call your cable company excited about upgrading your entertainment plan – only to be put on hold for 20-plus minutes and stuck listening to continued elevator music interspersed with promos for other products and an occasional voice recognizing you’re still in a queue.

Call Center 40

Call Center Virtual Agent Automotive Entertainment 40

Talkdesk

OCTOBER 12, 2020

During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. Financial institutions’ contact centers are inundated with heavy call volumes resulting in long hold times and time-to-callback.

Banking 83

Banking Interactive Voice Response Self service CRM 83

CCNG

OCTOBER 19, 2022

NICE inContact, 2018) Contact center performance drives both loyalty and churn. 90% of consumers said they are likely to stay loyal after a positive call center experience; 73.7% said they are likely to switch after a negative call center experience. CCMC, 2017) 56% of customers with a problem experienced rage.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Expivia

FEBRUARY 27, 2021

The Best Call Center Games to Try in Your Contact Center. They’re mostly the same games you know and love, but with a call center twist to them. . This Call Center Geek podcast episode is all about these amazing call center games, and how we play them at Expivia. And our success rate proves it!

Call Center 98

Call Center Entertainment Morale Sales 98

Expivia

APRIL 1, 2021

The Best Call Center Games to Try in Your Contact Center. They’re mostly the same games you know and love, but with a call center twist to them. This Call Center Geek podcast episode is all about these amazing call center games, and how we play them at Expivia. And our success rate proves it!

Call Center 52

Call Center Entertainment Morale Sales 52

Global Response

JANUARY 9, 2023

In addition, the goods or services purchased are not for entertainment or pleasure—they’re essential to business operations and growth. However, in business, the items purchased usually run in the four to six figures—or more—meaning the service that accompanies them is expected to be just as valuable.

B2B 62

B2B B2C Customer Service Self service 62

BlueOcean

FEBRUARY 25, 2019

You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.)

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Netomi

JANUARY 5, 2022

With a surprisingly relatable, conversational and very entertaining style, David delivers profoundly insightful and hard-hitting content to business audiences across a broad range of industries and categories. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. So how can your business, in such a situation, ensure that your contact center is functioning optimally? All an average customer wants from calling your contact center is to resolve their query.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

Comm100

FEBRUARY 22, 2018

Whether you’re designing a Chatbot yourself or outsourcing to a third party, it’s important to know what Chatbot decision trees are, and how you can use them to program your Chatbot successfully. Often contact centers will have their own agent-facing knowledge base. Map out possible responses to questions like: “You suck”.

Journey mapping 46

Journey mapping Chatbots Accountability Consulting 46

Comm100

FEBRUARY 22, 2018

Whether you’re designing a Chatbot yourself or outsourcing to a third party, it’s important to know what Chatbot decision trees are, and how you can use them to program your Chatbot successfully. Often contact centers will have their own agent-facing knowledge base. Map out possible responses to questions like: “You suck”.

Journey mapping 40

Journey mapping Chatbots Accountability Consulting 40