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Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3

Our team had many insights on live chat in the Contact Center. Here is our third and final part of this series.

Author: Colin Taylor, The Taylor Reach Group

Published: June 26, 2017

5 Top Procurement Tips for Seeking an Outsourced Contact Center

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises.

Author: Amy Bennet, Blue Ocean Contact Centers

Published: June 23, 2017

Chat in the Contact Center - An Expert Panel Weighs In – Part 2/3

Our team of experts had many insights on the topic of live chat, and so, we are rolling out our insights in a 3-part series.

Author: Colin Taylor, The Taylor Reach Group

Published: June 21, 2017

Time Is Of the Essence – Changing Priorities for Customers and Contact Centers

When it comes to increasing satisfaction levels and sales, nothing beats making life easy for customers and releasing their most valuable asset - time. Annica Ronquist, at Teleopti explores the options.

Author: Annica Ronquist, Teleopti

Published: June 19, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 1/3

This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.

Author: Colin Taylor, The Taylor Reach Group

Published: June 16, 2017

Four Top Trends for Contact Centers

While many experts are anticipating Contact Center trends for the future, here are four top trends already starting to "bite" in the Call Center.

Author: Colin Taylor, The Taylor Reach Group

Published: June 16, 2017

The Evolution of Self-Serve Customer Service

If you’re looking to outsource your call center, self-serve at some level will likely be part of your solution design.

Author: Andrew O'Brien, Blue Ocean Contact Centers

Published: June 14, 2017

The Secret Weapon for Call Centers

Make Contact Center and Call Center decisions with a high degree of certainty using Forecasts of Demand - this can be a tool of massive value regardless of the center size. Tips and tricks explained.

Author: John Cockerill, The Taylor Reach Group

Published: June 12, 2017

Is It Possible to Have a Strategic Partnership with Your Contact Center?

Outsourcers play a huge roll in world-wide business and sometimes the question is "To outsource or not to Outsource?" This article by Michael Hasler, Vice President, Sales and Marketing for Blue Ocean Contact Centers, examines what it means to invest in an outsourcer with a true partnership in mind.

Author: Michael Hasler, Blue Ocean Contact Centers

Published: June 2, 2017

Click-to-Call: Driving Great Calls in the Contact Center

This article addresses reluctance with click-to-call technologies and the benefits associated with using this Call Center technology. Focuses include transaction points, driving relationships and staffing and training.

Author: Bruce Lebowitz, The Taylor Reach Group

Published: May 31, 2017

Mapping the Customer and Agent Journey in Parallel

Brandon Rowe at Teleopti explores how the customer-service landscape and the role of the agent must always be considered in parallel. Brandon contemplates the need to react to change and nurture the agent’s journey to create exceptional customer journeys.

Author: Brandon Rowe, Teleopti

Published: May 29, 2017

Build an IVR that Personalizes Every Call

Obsessed with personalizing every step of your customer journey? Tailor each call by integrating data from your CRM and other systems with communications APIs.

Author: Devang Sachdev, Twilio

Published: May 26, 2017

Keys Implementing an Outsourced Customer Service Program

Before implementing an outsourced customer service program, read these important tips.

Author: Kim Campbell, Blue Ocean Contact Centers

Published: May 24, 2017

Outbound Calling: It’s Not the Dial, It’s the Conversation that Counts

If we can send a vehicle to mars, why can’t we reliably get prospects on the phone when outbound dialing? The expectation of having a live conversation with a prospect has changed radically. There are 8 facts you need to know before acquiring agent assisted technology/services.

Author: Matt Stanton, ConnectLeader

Published: May 22, 2017

Will AI Mean Less People and More Profit in the Contact Center?

This article looks at AI in specific regards to virtual agents, their impact on labor in the Contact Center, associated maintenance costs and more. These predictions may surprise you.

Author: Peter Elliot, The Taylor Reach Group

Published: May 19, 2017