NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Outsource Consultants

JUNE 6, 2022

However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option. So how do you keep your remote contact center agents engaged? Implement Gamification Systems.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Balto

JUNE 12, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email In today’s economy, contact center leaders are tasked with doing as much as possible with as few resources as possible. We talked to 400+ contact center leaders about exactly this phenomenon in order to understand how they are doing more with less.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Outsource Consultants

NOVEMBER 7, 2018

If you’re thinking globally about your company, you should consider working with a nearshore or offshore contact center partner. We mean hiring an outsourced team as a complement to your existing staff. Need a multilingual contact center to provide your customer service? We can help!

Contact Center 64

Contact Center outsourcing Gamification call center solutions 64

Fonolo

APRIL 27, 2021

That’s why it’s become increasingly important for businesses to upgrade their call center technologies, processes, and staffing practices to get ahead of the call-spike curve — ideally without breaking the bank. The Contact Center Guide to Managing Spikes in Call Volume. 7 Ways to Lower Your Call Center Spending.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

Outsource Consultants

DECEMBER 13, 2021

There’s nothing outsource call center vendors want more than a seamless working relationship. Well, in outsourcing they say, your BPO leaders’ small hearts will grow three sizes that day ! What Your Contact Center Agents Want: Empowerment. What Your BPO Partners Want: True Collaboration.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. How can contact centers turn that around so that customers are left feeling positive about the interaction?

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Outsource Consultants

AUGUST 28, 2018

A recent article by Bill Price gives the viewpoint that first contact resolution (FCR) can be the most important contact center metric that drives customer satisfaction. However, it’s often a faulty metric with how contact centers track and report it as a one-size-fits-all piece of data. We can help!

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

BlueOcean

DECEMBER 17, 2018

Of course, greater retail sales inevitably lead to higher call volume in the contact center. The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful. Call-backs.

Call Center 151

Call Center call center software Employee engagement Gamification 151

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Fonolo

JANUARY 29, 2019

The global cloud-based contact center market is expected to grow from (what was) USD 6.80 Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! 200 Billion is the current overall call center marketplace revenue.

Call Center 85

Call Center Airlines Contact Center Self service 85

Noble Systems

MARCH 18, 2021

Healthcare contact centers, most often the first point of patient contact, are typically tasked with handling a wide range of functions. Healthcare Call Center Best Practices and Trends to Consider. Cloud-based healthcare contact centers eliminate business interruption. AI enhances patient care.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. When I probed with a technology question to one of the interviewees, the CEO of a large outsourcer, his response was, “Technology is easy. People are the hard part.”. Don’t Panic!”

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Outsource Consultants

MARCH 14, 2018

Call center executives face many difficult decisions trying to improve their internal operations while also evaluating options to leverage third parties to improve operational performance and reduce costs. If you’re looking to improve your call center, there are multiple places to look to make changes. Training Strategy. We can help!

Consulting 52

Consulting Consulting Call Center Calibration 52

NobelBiz

JUNE 5, 2023

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. In the outbound call center context, lead generation involves making outbound phone calls to lead lists in order to turn those leads into sales opportunities.

Call Center 52

Call Center Scripts CRM Contact Center 52

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. Yeah, sure. My career began in HR actually.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. WFO’s Journey into the Future .

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

Vistio

JUNE 29, 2021

Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Vistio

MARCH 15, 2022

Leveraging over 20 years of business process outsourcing and experience, Terry is one of the subject matter experts on technology, remote working, customer experience (CX), and GigCX. Having more gamification, having more activity and engagement in this, that’s really critical in today’s workforce.

Gamification 52

Gamification outsourcing Contact Center Technology 52

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. Outsource the rest.” It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. That’s the power of multi-tenant contact center software for BPOs!

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Liveops

FEBRUARY 28, 2019

When it comes to customer service, receiving a Stevie Award is one of the world’s top honors a contact center organization or professional can accept. Liveops won SILVER for Contact Center or Customer Service Outsourcing Provider of the Year. CEO, Greg Hanover, won SILVER for Contact Center Leader of the Year.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

Outsource Consultants

JULY 10, 2018

An article by Ron Lambert says that this applies to contact centers as well, but many centers are holding themselves back from their true potential. For one thing, only half of the contact centers measure important metrics such as customer satisfaction, and even fewer measure customer experience and customer effort.

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

Noble Systems

APRIL 14, 2021

The virtual call center has become a hot topic, as the coronavirus pandemic has moved call center teams from centralized offices to individual homes. A virtual contact center is designed to support distributed workforces. Advantages of using a virtual contact center solution versus a traditional call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Call Center Weekly

MARCH 9, 2018

By Elaine Carr, CPLP Several years ago while interviewing for my job at ICMI, an employee asked me, “What’s the biggest training obstacle for contact centers?” It should be part of a greater corporate strategy, or at least the contact center strategy. I thought for sure this must be a trick question. It creates focus.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

call center workforce 52

call center workforce Call Center Management Gamification 52

Hodusoft

MAY 17, 2021

So you know a customer contact center is indispensable and also an efficient solution to manage customer interactions. In a recent PwC survey , consulting major found that contact centers can cut costs by 15% to 30% with simple technological interventions and give agents extra time to focus on the most important customers.

call center software 52

call center software Call Center Interactive Voice Response Banking 52

Tenfold - Contact Center Blog

JULY 9, 2018

How does a contact center know it’s consistently delivering high quality service? It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. Cost Per Contact. It begins with setting metrics. Service Level.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

OctopusTech

SEPTEMBER 29, 2022

With robust reporting, customer service outsourcing companies can improve customer experience by tracking measures and performances, improving sales and marketing processes, and identifying customer satisfaction scores. Effective phone-based interaction is flexible and helps in reducing the costs of a call center.

Customer Service 62

Customer Service CRM Self service Analytics 62