BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. What are you looking for in a contact center partner?

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

SharpenCX

APRIL 7, 2020

As your customer service team adopts this virtual call center model, let’s review essential remote work trends you need to ensure your call center team maintains customer experience and productivity. Stay on Top of the Challenges of a Virtual Call Center. In some circumstances, a virtual call center is even more efficient.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

EPIC Connections

SEPTEMBER 10, 2018

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right solution for your company. Customer experience.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

SharpenCX

MARCH 3, 2020

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. Don’t — Put off adding your call center agents to your software.

Contact Center 86

Contact Center Coaching Call Center call center software 86

TLC Associates

SEPTEMBER 11, 2019

That’s why I’m a firm believer in doing what you do best and outsourcing the rest. Yet before anyone decides to work with an outsourced contact center , I recommend they compare outsourcing against insourcing to determine the right fit for their business and their goals. Download our Contact Center Buyer’s Guide today.).

outsourcing 40

outsourcing Contact Center Abandon rate Interactive Voice Response 40

TLC Associates

NOVEMBER 19, 2019

The responses to your contact center RFP can help you develop a strong sense of which partners can deliver on their promises to increase your revenue and public perception. Protect your investments by visiting one of their contact centers first. Watch Out for Security Best Practices.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Establish Meaningful KPIs.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Babelforce

NOVEMBER 30, 2022

There’s a lot of terminology to get your head around in call centers and customer experience. Working with contact centers around the world, we know that better than anyone!). For a contact center KPIs can include average speed of answer, call transfer rate, and average hold time. Metrics and measurables.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

aircall

FEBRUARY 10, 2021

As necessary as technology is for your business, it requires a big investment of your time, money, and resources. Your IT department has the expertise to benchmark your current technology needs and solutions against those of your competitors and the best practices for your industry. 2) The RFP process. The impact on UX.

voip 62

voip Benchmark Call Center Technology 62

BlueOcean

SEPTEMBER 17, 2020

That RFP process is a grind, eh? This should include operations, IT, HR, information services, workforce management, training, and quality assurance resources. Together, you’ll cement the implementation plan, including all milestones, completion dates, and required resources. After that, it would be nice to take a breather.

outsourcing 62

outsourcing Customer Care Calibration Government 62

ChurnZero

FEBRUARY 5, 2021

All departments can benefit from a BI tool’s analysis and reporting features, but that doesn’t qualify it as a functional command center when it’s not equipped to manage internal and external projects, tasks, communications, and workflows. Have key contacts used the sticky features at least once? Operational command centers.

CRM 96

CRM Journey mapping Analytics Construction 96