HGS

MARCH 18, 2015

Escape the Contact Center Paradox: Narrow your Focus. BPO contact centers that are most effective at reducing the noise of distracting facts and figures, to ensure emphasis on the BPO mission and relevant priorities, tend to be the most successful. Effective contact centers are very clear on what is most important.

Contact Center 100

Contact Center Government Calibration Business Process Outsourcing 100

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

NobelBiz

FEBRUARY 14, 2023

In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. CRM software enables contact centers to easily store and access customer information such as purchase history and contact details. This information is used to make data-driven decisions.

CRM 52

CRM Contact Center Metrics Benchmark 52

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

JULY 21, 2017

Doing so will reward you in multiple ways far beyond achieving the day-to-day metrics that you track. Innovation - Some of the best ideas I've incorporated in the contact center is due to agent feedback. I am forever grateful for having leaders who taught me the value of putting people above metrics.

Contact Center 143

Contact Center Employee engagement Metrics Government 143

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

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. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Contact Center Pipeline

MARCH 28, 2017

It is discussed in relation to government, education, non-profits and every corner of the business sector. “We want to make people more accountable.” Well, amen to that. As a concept, accountability has enormous appeal. Strategically, it has almost no downside.

Accountability 100

Accountability Contact Center Government Education 100

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Avaya

APRIL 10, 2019

Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. AI is finding a comfortable home in the contact center. In my next blog, I will review how organizations are leveraging AI in the contact center and provide a roadmap for success.

Contact Center 71

Contact Center voip Analytics Virtual Agent 71

pindrop

AUGUST 16, 2021

Each KBA required to complete authentication increases the average handle time required to authenticate a caller and increases the average cost per call for the contact center. AHT is a call center key performance indicator (KPI) meant to gauge operational efficiency and agent effectiveness. WEBINAR: Caller Authentication 101.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Monet Software

JULY 31, 2019

The relationship between contact center agents and contact center technology plays a significant role in how well customer service expectations are met. Desktop analytics offers call center managers a way to capture and analyze user activity at the desktop level. appeared first on Monet Software.

Analytics 48

Analytics Contact Center Government Call Center 48

pindrop

APRIL 30, 2020

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. INSIGHT 2: THE WAVE HITS IN EARNEST.

Contact Center 75

Contact Center Banking Government At home agents 75

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

COPC

OCTOBER 31, 2022

Reimagining how you think about governance models, vendor manager skillsets, role expectations, measurements, and levels of oversight will help you navigate the changing nature of outsourcing. See The State of Contact Center Vendor Management PDF. See The State of Contact Center Vendor Management PDF.

Management 79

Management outsourcing Government Multichannel 79

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. If the client does anything such as a new website, new invoice design, or new product introduction where it can reasonably be assumed will increase call length, is similarly exempted from the governing KPI’s.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

Call Center Weekly

FEBRUARY 22, 2018

I mproved KPI's/Metrics- In almost every instance, a well trained, knowledgeable agent, will have a positive impact on metrics. Whether it is satisfaction, handle time, quality, or first contact resolution, the agent's expertise IS the prevailing factor in achieving high marks. Connect with me on LinkedIn and Twitter.

Customer Service 212

Customer Service Government Contact Center Metrics 212

Taylor Reach Group

NOVEMBER 22, 2017

Today, every Customer Service organization deals with between 350 (being the absolute lowest) to 700 different variables when it comes to managing and running a Contact Center. You need structure when you’re working within a Contact Center. Governing and managing bodies and organizations want concrete measurables.

Contact Center 71

Contact Center Consulting Consulting Best practices 71

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company. (If

outsourcing 71

outsourcing Customer Care Entertainment Government 71

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Looking for the right contact center partner to outsource your customer success?

SaaS 71

SaaS outsourcing Brand ambassadors Average Handle Time 71

Call Center Weekly

APRIL 27, 2018

By Sean Hawkins On a daily basis, call center managers are inundated with data, decisions, escalations and reports. Such is the life of the contact center manager. At the end of the week, month or quarter, we review performance levels and take pride in the success of our centers.

Government 120

Government Metrics Call Center Contact Center 120

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company. (If

outsourcing 62

outsourcing Customer Care Entertainment Government 62

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Looking for the right contact center partner to outsource your customer success?

SaaS 62

SaaS outsourcing Brand ambassadors Average Handle Time 62

Avaya

JULY 22, 2016

To help government agencies improve the constituent experience while saving millions of dollars each year, our Avaya Government Solutions team is constantly conducting enterprise business analysis, based on Lean Six Sigma principle and a four-step process of discovery, benchmark, scope improvements.

Contact Center 41

Contact Center Government Technology Telecommunications 41

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Additionally, it examines the terminology used in the Standard and identifies emerging metrics that are candidates for inclusion.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

BlueOcean

OCTOBER 17, 2023

The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Today, despite their being no uniform standards defining ESG, there are many laws and regulations that govern how companies must conduct their business. It is a worthy cause.

Government 71

Government outsourcing Automotive Customer Care 71

NobelBiz

MARCH 12, 2024

a leading provider of outsourced contact center services, caters to diverse industries with a comprehensive suite of solutions including Sales, Customer Service, Back Office, and Technology Transformation services. Evaluate performance metrics to gain insights into customer satisfaction levels, response times, and resolution rates.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Call Center Weekly

AUGUST 14, 2017

In my opinion, there are 3 metrics that best measure a contact center's performance, and success. Now, don't get me wrong, there are many metrics that one could track, and they all have their importance. However, there are many times we in the center have to defend, clarify, or expound on low CSAT.

Customer Service 136

Customer Service Contact Center Surveys Morale 136

Call Center Weekly

OCTOBER 25, 2018

Unfortunately, managers may look at call volume, handle times and other similar metrics in making a decision to prematurely put new hires in contact with customers. I have over 15 years of progressive customer service leadership experience in the public, private and government sectors. Connect with me on LinkedIn and Twitter.

Customer Service 136

Customer Service Government Feedback Contact Center 136

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Successfully integrating real-time call monitoring in your contact center requires a well-thought-out strategy.

Call Center 52

Call Center Coaching Contact Center Metrics 52

BlueOcean

MAY 5, 2023

The contact center world is riddled with stereotypes of soul-crushing jobs. Contact center turnover often results from a lack of professional development. What metrics and KPIs are important to you as you measure the success of your customer care program? How does your culture support agent retention?

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Describe your governance model including details on senior management involvement on our account.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Calltools

JUNE 29, 2022

This process is not the same for every contact center, but most of these companies follow a similar format. While the metrics or factors a manager analyzes can and do vary, the following standards should generally be included in your scoring strategy: Compliance Standards. Categories to Analyze in a Call Scoring Strategy.

Scripts 52

Scripts Government Telemarketing Telecommunications 52