Call Center Weekly

MARCH 21, 2018

I recently spoke with a contact center leader who was frustrated that his agents weren’t really excited about the vision. He shared with me that he had come up with the vision on his own and then communicated it to the team. Well, no wonder agents weren’t excited about the vision since they had no part in creating it!

Contact Center 136

Contact Center Consulting Consulting Customer Service 136

BlueOcean

OCTOBER 4, 2023

And what about offshore? Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. ICMI data shows that 66% of agents get frustrated when faced with language barriers. But what’s the best approach?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Aspect

JUNE 22, 2021

Call Design utilizes their in-house development team to build custom integrations that bring together the different functions within an enterprise, ensuring that your employees have the right information when they need it. . The problem Call Design solves is making the transition to the cloud quick, painless and profitable for end users.

Interactive Voice Response 91

Interactive Voice Response Contact Center Consulting Consulting 91

Customer Service Life

APRIL 30, 2019

I’m speaking at ICMI Contact Center Expo in two weeks and I can’t freakin’ wait! I sometimes look in the mirror and the story I tell myself is: Who am I to stand up in front of this audience of experts and talk about wellness in customer service workplaces? That’s what this ICMI session is about.

Contact Center 63

Contact Center Coaching Customer Service 63

ShepHyken

OCTOBER 8, 2018

I have added my comment about each article and would like to hear what you think too. ICMI) Can we all acknowledge that customer service is a hard job? My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience. Top Five Bonus.

Customer Service 211

Customer Service Customer retention Call Center Metrics 211

Toister Performance Solutions

AUGUST 30, 2018

Customer service teams have a lot of goals. One customer service team leader wanted employees to focus on outstanding customer service, so he set this goal: Customer service representatives who earn a satisfied rating on 95 percent or more of their customer service surveys each month will receive a $100 bonus. It rewarded teamwork.

Customer Service 144

Customer Service Advertising Technical Support Surveys 144

Playvox

FEBRUARY 13, 2024

Know who the strongest players are among your current employees so you can keep them on your team. Get clear and honest about your real goals. A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. Your goals should guide your KPIs.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Customer Service Life

JULY 23, 2021

It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. A recovery plan is the map a customer service team will follow to resolve issues and rebuild customer trust. You just never know what will happen and you want to be prepared!

Customer Service 132

Customer Service Education Feedback Best practices 132

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. ICMI has historically been a transformative experience for Fonolo. Plus, so much more!

Contact Center 57

Contact Center Education Call Center Customer retention 57

Fonolo

JANUARY 19, 2023

According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%. And hire carefully, ensuring your new staff members are team players who can express empathy and handle stressful situations.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Customer Centric Support

SEPTEMBER 28, 2017

Las Vegas hosted another fantastic ICMI (International Customer Management Institute) production this week. A huge thanks to the ICMI staff , my fellow event board members, the speakers, and vendors who made this an excellent event! I’m already gearing up ICMI Expo coming up in May. Back to Customer Centric Support.

Contact Center 92

Contact Center Customer centricity Employee engagement Analytics 92

Toister Performance Solutions

FEBRUARY 18, 2021

Anxious to comply with the CEO's mandate, the executive team launches into a flurry of activity. The organization, or at least their individual team, became intensely customer-focused in a short time. In 2017, the support team won the best culture award from ICMI. Tell me if this sounds familiar. They still move fast.

Advertising 136

Advertising Surveys Customer Service Customer Experience 136

CX Global Media

JUNE 25, 2018

Orkin , headquartered in Atlanta, Georgia employs nearly 8,000 team members in more than 400 locations in the United States, Canada, Mexico, Europe, Central America, South America, the Middle East, the Caribbean, Asia, the Mediterranean, Africa, and Australia. Watch and learn about more contact center solutions now. Click to Tweet .

Contact Center 174

Contact Center Coaching contact center solutions Call Center 174

TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

NICE inContact

DECEMBER 6, 2018

Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. To provide you with external benchmarks and guidance for your 2019 planning NICE inContact has teamed with ICMI to help you answer thee most pressing questions: How are my customers’ expectations evolving?

Customer Experience 48

Customer Experience Benchmark Contact Center Technology 48

CX Accelerator

MAY 28, 2019

Chief among these is our power to create a supportive and edifying dynamic among our teams. I can personally testify to the power of having a team who sincerely cares for one another. Your team has the capacity to adapt seamlessly and to meet any new challenge in real-time. So how does one develop a team culture such as this?

Journey mapping 140

Journey mapping Contact Center Sales Customer Service 140

Customer Service Life

APRIL 1, 2019

This post was originally posted as a featured contributor on ICMI. You want to be the hip company on the block with the cool options bringing good health to the team. If you don’t ask, you don’t know what the team actually wants. Keep consistent communication with your team and let the plan evolve with the culture.

Construction 144

Construction Morale Finance Contact Center 144

RapportBoost

NOVEMBER 5, 2018

RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. November 6, 2018 – RapportBoost , a Los Angeles based technology company that boosts chat sales for contact centers, will exhibit at next week’s ICMI Contact Center Demo in Las Vegas. About RapportBoost.

Sales 40

Sales Contact Center Average Handle Time Employee engagement 40

Toister Performance Solutions

AUGUST 20, 2020

Mancuso is one of ICMI's top 50 thought leaders to follow on Twitter, and the Director of Offer Management at nThrive. We recently had a conversation about the importance of giving customers the benefit of the doubt. Most people when they go to work everyday, they're not trying to complain about everything," said Mancuso.

Advertising 83

Advertising Personalization Contact Center Customer Service 83

Vistio

OCTOBER 24, 2022

Sheri Kendall , leader of the CX training team of Wayfair returns to talk about training safe, successful and satisfied agents! The CFO wouldn’t be happy about the amount of time invested in trying to fix the problem and the customer actually becomes more determined to leave the brand.

Scripts 52

Scripts Feedback Marketing Customer Service 52

JivoChat

MARCH 25, 2021

ICMI Report ). If your team is limiting itself to just email, phone, or social media, it’s nearly impossible to track and communicate with every visitor that comes onto your e-commerce site. Connect your live chat tool with your CRM so your sales team can follow up with each new lead, and quickly access chat histories in the future.

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

ICMI Report ). If your team is limiting itself to just email, phone, or social media, it’s nearly impossible to track and communicate with every visitor that comes onto your e-commerce site. Connect your live chat tool with your CRM so your sales team can follow up with each new lead, and quickly access chat histories in the future.

Wait times 52

Wait times Sales Scripts B2B 52

TeamSupport

DECEMBER 21, 2021

As the shift to online conversations and conversation bots is increasingly cemented in B2B software, it’s more evident than ever that live chat isn’t an investment only for support and help desk software – it’s essential across all facets of a successful business and all customer-facing teams. Live Chat Grows Business Revenue.

B2B 98

B2B Airlines Sales Customer Support 98

Zingtree

JUNE 11, 2018

Our friends at ICMI recently covered this topic perfectly, diving into the topic of how businesses and call centers can fix broken processes that hurt organizations in the long-term. What doesn’t work about this process? Read the rest of the ICMI article on their website right here. Do we have supporting data?

Call Center 58

Call Center CRM Technology 58

CCNG

FEBRUARY 1, 2023

Among contact center employers, what to do about this new staffing dilemma is a hot topic. Mercer and ICMI report that the average contact center turnover rate is 40% globally compared to a 22% average turnover rate across all industries in the U.S. Post-Pandemic Contact Center Staffing Strategies: 1.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CX Global Media

JUNE 22, 2017

So, when I met up with Shep Hyken at ICMI’s Contact Center Expo , I had to ask him about what he hears people say they have issues with. He wrote about it in the famous book called Moments of Truth: New Strategies for Today’s Customer-Driven Economy. Nobody is immune from struggles. Shep’s story of the 5-Step Process.

Contact Center 191

Contact Center Airlines Call Center Coaching 191

Toister Performance Solutions

JANUARY 23, 2020

I recently interviewed Kristi Thompson, a Culture Specialist at Help Scout , to learn more about how whole company support helps create a more customer-focused company. For example, hotels often have members of the executive team stationed in the lobby to assist guests during busy times. What are the benefits of whole company support?

contact center associations 72

contact center associations Contact Center Feedback Personalization 72

Customer Service Life

SEPTEMBER 22, 2017

This article was originally published on the ICMI Blog on August 22, 2017. As an outsourcer, about 60% of our support volume is still phone, with chat and email making up most of the other 40%. Tip 4: Think about deflecting to less expensive channels. Even before that, customers were already talking about brands.

Interactive Voice Response 136

Interactive Voice Response outsourcing Service level Marketing 136

Nicereply

MARCH 23, 2021

Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. Subscribe to his blog for great knowledge about elevating your customer service strategy. Ask him about his Lives of Adventure podcast!). Help us learn from you Bill!).

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Fonolo

JANUARY 31, 2023

Still have questions about call center training? But this doesn’t mean that you can’t work with external mentoring programs or encourage your team to find their own coaches. Your team can use Zoom or another video conferencing platform to attend training sessions and conferences online. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Toister Performance Solutions

MAY 30, 2017

The International Customer Management Institute (ICMI) held it's annual Global Contact Center Awards ceremony on May 23 at ICMI's Contact Center Expo and Conference in Orlando, Florida. One of the most impressive things about Clio's contact center is the leadership team's commitment. Source: Clio. Obligatory blurry photo.

Contact Center 48

Contact Center Customer centricity Best practices Customer Support 48

Tethr

JULY 11, 2019

Recently, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. Lutron is very careful about who they hire into a service role—they’re looking for career professionals who will stay with the company for a long time. They can see team-level roll-ups, but not individual agent performance.

Contact Center 80

Contact Center Government Scripts Surveys 80

RapportBoost

OCTOBER 3, 2018

Heidi is an incredible inside sales, contact center and live chat leader that cares immensely about both her P&L and the Jenny Craig brand,” said Tony Medrano, CEO of RapportBoost.AI. We’re privileged to work with such forward-thinking and metrics-focused leaders as Heidi and the Jenny Craig contact center team. RapportBoost.AI

Average Handle Time 40

Average Handle Time Contact Center Chatbots Scripts 40

RapportBoost

JANUARY 7, 2019

“We are proud of the leadership Dani brings to the team and the industry,” adds Dr. Michael Housman, Chief Data Science Officer and Co-Founder of RapportBoost.AI. Conversational selling and augmented intelligence are about helping people succeed, and Dani’s loves to help her customers, partners, and the contact center community succeed.”.

Average Handle Time 40

Average Handle Time Contact Center Customer centricity Consulting 40

Pipkins

OCTOBER 25, 2019

We had a great spring with appearances at the ICMI CC Expo in Fort Lauderdale, Florida and at SHRM 2019 in Las Vegas, Nevada, spreading the word about the unparalleled accuracy with our forecasting, and showcasing how we are indispensable to HR when the need of absence management arises. In 2018, Pipkins, Inc.

Management 65

Management 65

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. No matter where your team is located, it’s critical to maintain key performance indicators (KPI) and business metrics, including CSAT , NPS , Productivity (sometimes measured as Occupancy ), and Adherence.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

NOVEMBER 1, 2022

In that survey, 87% of employees across a variety of work environments reported being productive, while just 12% of leaders said they were confident their hybrid teams actually were. Eighty-five percent (85%) of workers in the Microsoft remote work study said that rebuilding team bonds was one motivation for in-person work.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74