The premier group in the industry with 20 years of experience helping clients outsource part or all of their contact center. Operations Managers, Call Center Directors, IT Directors, and Business Owners consult with CCCG to deliver the right match for their needs.
CCCG has a vetted stable of outsouorce contact centers and software providers. We make recommendations that best match your needs based on your unique business and program goals. We know who does the best work and who delivers in the U.S., nearshore, and offshore.
CCCG has a vetted stable of outsource contact centers and software providers. We make recommendations that best match your needs based on your unique business and program goals. Knowing who does the best work in the U.S., nearshore and offshore is how we bridge the gap for you. We are happy to discuss your options at no cost and without any agreement to select one of our recommendations.
Contact Center Consulting Group is relatively new but it's built on the experience of nearly two decades of implementing and teaching contact center best practices.Every contact center program is unique; there is no cookie cutter approach that will ever create excellence but there are operational underpinnings that must be in place in order to deliver world class customer experiences.
Designing a new contact center or expanding? We can assist you every step of the way. This includes determining your objectives, agent recruitment and training, customer journey mapping, technology selection, design, and support, and much more.
Agents need to know how you prefer to communicate and your current attitude, what you buy or have bought and what your open issues are. Though it is the customer service leader's job to properly equip agents, there is a gap in truly understanding where customers are coming from: 33 percent of contact center leaders report they don't have enough customer context or understanding of customer needs to properly enable agents, according to a March 2020 Customer Contact Week Study.
In a nutshell, everyone in a contact center is responsible for overall customer experience. The trouble is, these metrics are not typically available in one happy view or report. In most cases, reports are cobbled together with rubber bands, bubble gum, Excel and SQL exports.
If you are looking to dive into your entire customer journey and drive actionable and fundamental improvements in your contact center, a Contact Center Strategic Platform Assessment is a highly recommended long-term approach.
Technology SupportWe use this tool to educate leadership on the state of their center and to guide change initiatives and investments. Thereafter, we work with them to define the resource requirements and investments that will create positive outcomes for their companies, their centers, and their customers. An annual check-up examines progress on goals, evaluates current challenges and priorities, and sets the next series of action plans and investments in motion.
My last post took an analytical perspective on the state of credit union contact centers based on our proprietary Efficiency and Effectiveness Evolution (E3) Spectrums tool. We also keep our fingers on the CU pulse through interactions with leaders and assessment project work that delivers direct input from frontline staff through surveys.
Dave LaBatt has over 20 years of BPO and call center outsourcing experience. Before joining Outsource Consultants, Mr. LaBatt worked for major contact centers in the United States holding titles such as a Director of Call Center Training, Vice President of Outsource Call Center Sales and Senior Vice President of Contact Centers.
At CH Consulting Group, we will assess your current customer journey and workflows to ensure that you have the best plan ahead. We want to make your processes simple so that you can deliver the best possible experience at all times. As a contact center consultant, CH Consulting works to ensure that your software and customer journey work for your business and your customers. You deserve the best possible customer experience and customer journey mapping training for your business, so that you can ensure your customers are happy.
Faced with elevated customer expectations and rising operational costs, companies are increasingly challenged to modernize their service model. IBM iX helps companies with customer service transformation by empowering their employees, delighting their customers and unlocking new revenue streams with strategic and responsive contact centers and streamlined field and front-line service strategies, re-engineering processes and adapting technology to support any customer from anywhere, at any time.
As customer experiences moved to the digital landscape, cloud-based contact centers emerged as a critical component to cohesive customer care. Call center software that incorporates strategic customer feedback best practices have the ability to connect the dots, and empower CX transformation. But connecting the dots for a holistic view of customer feedback can be easier said than done. Many organizations struggle to achieve successful integration due to siloed data that fails to provide actionable insights, disconnected from the front lines of customer support. Others find limited success due to poor executive or organizational support.
NICE Satmetrix empowers CX professionals and contact center leaders to collaborate and compete to win in the experience economy. Team with us to benefit from comprehensive journey based program design integrated with the leading cloud contact center solution, CXone, where the digital first omnichannel contact center is a strategic and mandatory part of a holistic VOC platform.
Tom has held various senior leadership positions within his career at Merrill Lynch, Paytrust.com, BISYS and Unisource WorldWide. Tom has sat on a number of advisory boards with NICE, Amelia, AVAYA, Nuance, Boston Consulting Group and Virtual Hold Technologies and is an expert in the use of conversational machine learning artificial intelligence and its use across the front, middle, back-office and contact center functions to increase automation, client experience, quality and value-added services.
HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced that it has once again been named market share leader in contact center workforce optimization (WFO) by DMG Consulting LLC for 2019. NICE demonstrated a 37.3 percent share in contact center WFO, reflecting 7.7 percent year-over-year growth. A leading independent research and consulting firm, DMG also acknowledged NICE's leadership position in several other categories including contact center recording revenue, direct and indirect sales in WFO, non-contact center recording, North America market share, service revenues, WFO and recording solutions and more.
Recently retired (OK, mostly retired), I felt the desire to reflect on a wonderful and challenging 40-plus-year contact center career. Numerous technological changes have taken place in the industry during that time. We have gone from cord switchboards, ACDs and IVRs to sophisticated omnichannel technologies. The introduction of the web and smartphones, along with artificial intelligence (AI) capabilities, have had a major impact. These innovations have dramatically changed the customer experience; however, contact centers continue to be a viable service option regardless of the many self-service channels now available.
Technology choices must be customer-centric, or they have no reason to exist. All too often, contact center leaders leave the sole responsibility of providing contact center technologies to their IT brethren. While partnering with IT is important, it has been my view and practice to invest time and energy in the selection, implementation and enhancement of the technologies enabling my centers and people to operate effectively. Simply put, take ownership of your technology.
In addition, consider allowing agents to listen and review the selected contacts just prior to the time they meet with their team leader or quality review expert. In my experience, agents appreciated the opportunity to critique their work and were more willing to create and execute a meaningful continuous improvement plan.
Gerry Barber is currently Senior Advisor at Contact Management Solutions, providing limited engagement contact center consulting. During his 40-plus-year career, Gerry has led successful contact center operations across several business verticals including B2C, B2B, Financial, IT and HR. In 2013, Gerry received a lifetime achievement award from ICMI. Gerry can be reached at [email protected].
Based in Atlanta, Georgia, BPO Partners is an experienced and proven industry leading CX consulting and advisory firm, with a core focus on customer experience, contact center technology and operational consulting, and outsourcing strategy. BPO Partners supports organizations from Fortune 500 to mid-market clients to achieve best-in-class customer experiences.
InflowCX is an innovative provider of strategic advisory, consulting, and managed services for contact centers, customer experience, and unified communications solutions to over 1,000 customers nationwide. InflowCX has grown to be a trusted advisor in its market through the high caliber of its work, problem-solving approach, and focus on client satisfaction. More information can be found at www.inflowcx.com
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