Internal Call Center Operations vs. Outsourcing: Which is Better?
The past few decades have seen the business world sway multiple times between call center outsourcing and internal call center operations.
Three Call Center Metrics You Should be Tracking – But Probably Aren’t
When it comes to measuring the success of your customer call center, there’s no shortage of lists telling you which metrics to track. Many of these focus on Average Handle Time, with Case Processing Time close behind. Call Volume is a big one too. In fact, almost every resource out there lists these, along with First Call Resolution, Drop/Abandonment Rate, and Average Time in Queue among the “top ten most important” call center metrics.
What’s the difference between customer service and customer experience – and why does it matter?
Making your customers feel valued and important is a key business differentiator, which in some competitive industries may be the difference between thriving and floundering. Succeeding entails an approach that considers both customer experience and customer service – and no, they are not the same thing.
Virtual Call Centers: Is your work-at-home arrangement a competitive advantage?
As we move toward a post-pandemic world, customer experience professionals may be evaluating their current remote call center teams. With staff working at home for their safety during the pandemic, businesses were forced to adopt cloud-based models, while quickly hiring and training new staff remotely as demand surged.
Delivering The Orchestrated Customer Experience: Why – And How – We Need To Rethink The Contact Center
Customer expectations have changed dramatically in recent years, both in the B2B and the B2C worlds. “The Amazon Effect,” as it’s often called, created a paradigm in which every retailer can deliver goods ordered within 24 hours, businesses are always open, and customer service responds promptly, even at 2:00 AM. While many retail businesses were quick to catch on, other industries have been slower to adapt.
Learn How to Improve Call Center Customer Service in 2021 by Thinking Like an Always-On Consumer
Do you know how to improve your call center customer service – or if you even need to? Customer expectations have changed dramatically in the last decade. Your first step to improving customer service is understanding what your customers actually expect.
Frustration and Friction in Customer Support: Here’s How One Company Solved for Both
In today’s fast-paced world of on-demand services, entertainment, and products, customers’ expectations have risen in regard to almost every aspect of a company, including the customer experience. All too often, help desk agents, whether in contact centers or manning online chat sessions, become the target of customers who are frustrated when their products don’t work, when their billing is incorrect, when they regret a purchase and demand a return or a refund, and more.
CX Continues to Rank High in the C-Suite But How Can Contact Center Leaders Build the Business Case for Digital Transformation?
Despite the chaos and uncertainty that largely defined 2020 given the pandemic – or perhaps because of it – improving the Customer Experience (CX) continued to rank as the second or first priority among enterprise leaders across sectors.
The Context for Contact Centers has Shifted for Good: After the Pandemic, New Insights and Strategies for 2021
2020 was unlike any other in the customer service and contact center industry. Overnight, organizations were forced to rethink and re-tool how they interacted with customers in the middle of a highly uncertain, chaotic, and traumatic time.
Conquering the Budget Struggle for Contact Center Transformation: Previewing Our Upcoming Webinar
In a recent survey by Frost & Sullivan, the overwhelming driver for enterprises planning and implementing digital transformation initiatives was improving customer experience and satisfaction. This slightly outpaced improving operational efficiencies, with 44% of respondents naming CX as primary, and 41% naming the latter.
Big Data Analytics – What Contact Centers Can Learn from the Tampa Bay Rays
Big Data has been with us for years, and across its many forms, is used more widely than most of us realize. As the analytics derived from Big Data play a growing role in decision-making, expectations become higher for the accuracy and completeness of the underlying data. Not only must organizations capture data from an ever-expanding range of sources, but they must also manage it in ways to glean insights to support business decisions.
Will 2021 Be the Year of Ying and Yang in Contact Centers as AI and Automation Take Hold?
As enterprises continue to try and process the massive disruption, turmoil and uncertainty brought about by the global pandemic in 2020, how they plan and budget for 2021 and beyond – especially in the contact center industry – has taken on a whole new meaning.