25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

4 Contact Center Reports to Start Off Your Year


It’s going to be a big year in the world of contact center and in customer service technology. The Inner Circle Guide to Cloud-based Contact Centre Solutions. Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE.

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Lassoing the Wild West Contact Center Technology

Call Center Coach

And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. As Lori states, when it comes to contact center technology, all of this is happening.

Life Inside a Credit Union Contact Center: An Interview with the Manager


As my grandmother got older I would help her with her finances, helping her get to the bank and do the things she needed to do. Every contact center manager seems to value different metrics — what KPIs do you use?

Putting Humanity in Contact Centers

Customer Relationship Metrics

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious.

Get your contact center staff working remotely NOW


Contact centers are being flooded with calls about everything from finance to travel to healthcare, and more. At the same time, so is the health and well-being of your contact center staff. But, does your existing call center solution support this?

High-Performance Agent Development in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. Contact Center Industry Facts.

Quantifying the Value of Contact Center AI


Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. This can also improve productivity across other key departments like sales, marketing, and finance. CX and Contact Center AI Contact Center

Investing in Your Contact Center: 3 Steps for Building a Strong Business Case for Finance


My Top 5 New Year’s Resolutions for Contact Centers


With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Contact Center Trends

The Future of Intelligent Decision Support Systems in Contact Centers


These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.

Efficiency vs. Automation: Effectively Implementing Contact Center AI


AI is driving truly revolutionary capabilities in the contact center that play into the sweeping trend of digital transformation. Organizations understand this, with 94% agreeing that effective AI can transform the performance of their contact center.

Immediately Resolving Issues in a Complex Contact Center Environment


An automobile finance company has a Cisco contact center environment that services millions of customers.

Turning your contact center into an insight center


Tim told the story of how Lutron has used Tethr to transform its service organization from a department that provides great service to its customers into an insight center — one that provides great service to customers and critical insights to internal and external business partners.

A day in the life of a WFH contact center agent


Today, with the increasing adoption of remote work, the idea of the “traditional” contact center is rapidly evolving. You, a freshly-minted contact center agent, are able to work from anywhere, logging into your contact center software to help customers wherever they are.

Win the Customer Experience (CX) Game in Your Contact Center

NICE inContact

Here are the 4 simple steps for transforming your CX to win: Build a business case to invest in contact centers. Contact centers are the powerhouse that deliver exceptional and consistent CX every time, every day. Orchestrate right within the contact center.

PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center


A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage. As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry.

The Call Center Can Be a Thin Line Between Love and Hate


to think about the impact of a call center on the emotional divide the article highlights. That cost alone is a compelling reason for ensuring high levels of customer satisfaction are delivered by your call center. That leaves random call center samples.

CxEngage Scoreboard: Keep Your WFH Contact Center Agents Happy and Healthy during This Global Pandemic


Contact centers are still scrambling to find ways to support work-from-home (WFH) agents in the face of the coronavirus and rapidly spreading COVID-19 outbreak. With Serenova’s CxEngage Rapid Response program, contact centers can leverage a cloud solution within 48 hours.

Contact Center of the Future Part 4 - Payments


How will customers make purchases via the Contact Center of the Future? Last time in our series, we talked about the Managers of the Future and how they'll use data and leading-edge tools to manage contact center teams and deliver outstanding experiences to customers.

Finance BPO: Why Outsourced Customer Care Is a Key Part of Cloud Financial Services

Working Solutions

Thanks to accelerating industry competition, higher expectations from stakeholders, and a growing demand from customers for convenience and efficiency, the financial industry—like so many others—is now turning to on-demand contact center service providers to meet its customer care needs. Of course, business process outsourcing (BPO) is already a well-known quantity in the world of finance. […]. Call Center Outsourcing cloud financial services

Lessons Learned from My First Contact Center Jobs

Toister Performance Solutions

I have the honor of speaking at the NorthEast Contact Center Forum conference in Foxborough, Massachusetts later today. My first contact center job was in Massachusetts. This is likely what I looked like when I started working on contact centers.

7 Factors Harming The Quality Of Your Contact Center


Your call center is (like most) focused on delivering great customer service while keeping your costs low. But while maintaining a tight grip on your finances is sensible, it’s all too easy for the quality of your service to suffer as a result.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Contact Rate.

Cloud Computing is Evolving – Are Your Contact Centers?

NICE inContact

Contact centers are no exceptions, a bit slower than application market in terms of cloud adoption given the behemoth telephony component. Frost & Sullivan reports show on-premises contact center systems market drop by 6% with a simultaneous 12% growth in cloud contact center market. It enables real-time agility in Operations, empowers IT to drive innovation and ensure Finance teams better economics. Better economics for Finance.

Are Your Contact Center Agents Empowered to Provide Great Customer Service?

NICE inContact

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service? For example, in my former contact center, our agents had to process credits on a daily basis. Contact Center Management Customer Experience

Robert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts

Robert Davis

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Contact Information. Press Release.

Beware Healthcare… Your Access Center May Be at Risk!

Contact Center Pipeline

Contact centers are among the fastest-growing segment in the healthcare industry. It is relatively painless to centralize finance, billing and IT from an “emotional” perspective. Since the 1990s, hospitals have been consolidating and forming “systems.”

Why Every Contact Center Leader Needs a Mentor (or Several)


Because he works outside the contact center, he offers a different point of view than the one I have from my contact center vantage point. I also have a CEO, a chief customer officer and a vice president of finance as mentors.

From Cloudy to Clear: Cloud Native Contact Center Apps Drive Enhanced Customer Experience

NICE inContact

This part will focus on the two models from the perspective of a Contact Center Operations Leader. Customer experience (CX) is now the new way to compete in this experience economy and contact center operations are the real powerhouse to drive exceptional CX, thereby revenue.

2019 in Review: A Year of Contact Center Transformation, Portfolio, Project, and IT


Contact Center Productivity: Transforming the omni-channel customer experience. In October, Upland announced the acquisition of InGenius and the introduction of the new Contact Center Productivity solution suite. Upland InGenius: Center stage at Dreamforce.

New Customer Payment Options Take the Headache out of PCI Dss Compliance for Contact Centers

CSM Magazine

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. The view from the contact center.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX


Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help.

Call Center Statistics You Should Know


Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions.

CGS Acquires Mas Cerca Contact Center

CSM Magazine

CGS, a global provider of business applications, enterprise learning and outsourcing services, has announced the acquisition of Mas Cerca Contact Center, the Chile-based business process outsourcing (BPO) provider.

Three Ways to Promote Transparency and Trust in the Contact Center (Part 3)


If you’re just checking in now, Parts 1 and 2 of this series explore specific areas where contact center managers can embrace openness and honesty with customers and employees.

Making a Good First Impression: The Do’s and Don’ts of Crafting an Onboarding Plan for New Hires in your Contact Center


But, traditionally, call centers don’t have the greatest track record with retention. In fact, the rate of turnover in midsize-to-large call centers is as high as 45%. In many contact centers, new-hire orientation can be disorienting.