Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor. Leonard Ang.

Management 273

Management Customer Experience Customer Service Coaching 273

Peter Lavers

DECEMBER 8, 2017

This is the first instalment of a 2-part blog from our new guest blogger Jason Grills – welcome Jason! No matter what type of business you run, apart from quality product or service, you will also need a reliable and efficient support service to retain your customers in the long term. 3 Fake Customer Communication.

Customer Service 171

Customer Service Education Customer Support Personalization 171

Nicereply

NOVEMBER 16, 2022

Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently. As experts in their craft, they know which tool to use in a given situation, based on the business need or specific task at hand. But what are the tools every support manager needs to know about?

Management 98

Management Analytics Feedback Surveys 98

Balto

JUNE 22, 2023

An engaged employee is deliberately contributing to organizational success. That’s the dream for every contact center leader. Pink found that employees tend to be motivated by three things at work: purpose, mastery, and autonomy. This includes giving them the training and resources necessary to take care of their customers.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

Chatbots 59

Chatbots B2B SaaS B2C 59

CX Global Media

JULY 17, 2018

Today, every business around the globe needs a clear supervisor success path to follow based on the competencies of those that are high performers. This contact center supervisor “stuff” has become too complicated to leave to chance — particularly if you are trying to have a positive employee and customer experience.

Contact Center 179

Contact Center Coaching Construction Call Center 179

Call Design

JULY 27, 2021

Contact centres must have a structured onboarding program to ensure staff absorb all critical information, including daily duties, customer service protocols, company policies and regulations. Here are 8 effective steps to onboard contact centre agents. Here are 8 effective steps to onboard contact centre agents.

Construction 78

Construction Education Best practices Feedback 78

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. Of them, almost 60 percent of clients have between one and 150 employees. Especially during peak times.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62

aircall

JANUARY 24, 2022

Without customers who make purchases, refer friends, and keep coming back for more, it’s very hard to grow a business. Making your customers feel important is a vital component of this cycle. Businesses typically rise to the top when they offer the types of products and services that people want. But, it only begins there.

Call Center 126

Call Center Best practices call center software CRM 126

ProProfs Blog

JULY 29, 2020

From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. Remember when you tried dialing a customer care number only to experience a painful never-ending hold time and a disinterested agent who would read his script in an almost robotic tone?

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

JustCall

MARCH 9, 2023

But if your customer service skills are circling down the drain, you will end up losing more customers with every passing day. Patience, empathy, and problem-solving are some of the good skills to have for customer service. What is Customer Service? Let’s find out.

Customer Service 40

Customer Service Construction Feedback Personalization 40

CX Global Media

JULY 17, 2018

Today, every business around the globe needs a clear supervisor success path to follow based on the competencies of those that are high performers. This contact center supervisor “stuff” has become too complicated to leave to chance — particularly if you are trying to have a positive employee and customer experience.

Contact Center 136

Contact Center Coaching Construction Call Center 136

Nicereply

AUGUST 3, 2021

If you have the volume, you should get a dedicated team. If your business is growing fast, then your customer service ticket volume is, too. At some point, the inquiries and questions from customers can be too much to handle internally. How can you be sure you’re putting your customers in good hands?

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Expivia

MARCH 11, 2021

Every call center’s workforce management comes down to four basic principles: forecasting, scheduling, assigning agents and managing on the day. It’s the process of calculating how many calls your call center should expect in a given period of time. Every call center is different, so make sure you know the trends.

call center workforce 98

call center workforce Call Center Management Average Handle Time 98

ProProfs Blog

DECEMBER 18, 2019

Do you follow specific customer service objectives as parameters to gauge the performance and efficiency of your support team? . If not, then how do you measure customer success? Are you looking for examples of customer service goals & objectives that you need to implement in your enterprise ?

Customer Service 120

Customer Service Feedback Customer advocacy Surveys 120

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. A Service Desk Associate is assigned to a checkout register for the first time. Customers wait. It’s 8:13 p.m. on a Friday.

Surveys 52

Surveys Airlines Government Management 52

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 53

Chatbots Scripts Sales Personalization 53

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Difficult conversations lead to deeper customer connections.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ProProfs Blog

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Nicereply

NOVEMBER 16, 2023

The skill of openness and support is crucial for team leaders who want to cultivate a similar culture among their employees and customers. Encourages critical thinking: These questions nudge towards reflection, enhancing critical thinking skills. What topics should be prioritized in our next meeting?

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . Contact center outsourcing can take the weight of customer management off your shoulders. This way you know what you’re getting.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Nicereply

OCTOBER 4, 2022

Empower customer experience and win loyal customers. The customer experience (CX) is arguably one of the most vital functions of your business. The overall customer experience you create is subjective. Do want to create a consistently excellent customer experience? Customer satisfaction surveys.

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59

OctopusTech

AUGUST 26, 2023

If you are reading this comprehensive guide, then it’s quite obvious that you are interested to outsource web development services. Web development services provide engaging applications to users of a company that attracts a wide range of audiences. They should have proper knowledge and expertise in providing high-quality solutions.

outsourcing 62

outsourcing Marketing Technology Management 62

Nicereply

FEBRUARY 4, 2020

If you can find someone that has worked down on the ground in a coffee, retail or food service, you can rest assured that they have the first grounding bits to be truly excellent at support. Almost every person that I talk to that has created a career out of supporting customers started off as a waiter, barista, or retail employee.

Customer Support 107

Customer Support Scripts Personalization Technology 107

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

Nicereply

NOVEMBER 7, 2023

Delivering negative feedback shouldn’t dismantle—it should empower. You’ve just gotten promoted to manager of your customer support team, and you’re thriving. You’re great at optimizing processes, devising new programs to improve the customer experience, and you love collaborating and developing your team.

Feedback 59

Feedback Construction Scripts Engineering 59

CSM Magazine

APRIL 5, 2022

The financial services industry is one of the most important sectors in the global economy. To stay ahead of the competition, financial service providers need to focus on providing excellent customer service. Deliver personalized customer experiences. Offer self-service options.

Customer Service 52

Customer Service Big data Self service Banking 52

ProProfs Blog

JANUARY 31, 2020

Walmart ’s customer support was questioned when a customer pointed out a discrepancy in online and in-store product pricing. What highlighted the matter was the fact that the Wal-Mart employee refused to match online prices due to company policy, and replied that the cost might vary from one store to another and from the online prices.

Customer Service 78

Customer Service Customer Support Surveys Feedback 78

ProProfs Blog

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Global Response

MARCH 16, 2023

In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions.

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

Select VoiceCom Blog

APRIL 17, 2023

Business process outsourcing (BPO) is a popular strategy for companies to reduce costs, increase efficiency, and access specialised skills and expertise. billion by 2027 , with a compound annual growth rate (CAGR) of 8%. Access to specialised skills and knowledge from these service providers further enhances the quality of services.

Management 52

Management Business Process Outsourcing Best practices outsourcing 52

OctopusTech

AUGUST 31, 2022

The customer service sector is evolving continuously every day. It often seems like a new communication platform is introduced daily which your representatives should use to stay updated by communicating with your clients and ensuring customer satisfaction. What if there are high call volumes of your customers? .

Interactive Voice Response 62

Interactive Voice Response Call Center First call resolution Self service 62

JustCall

MARCH 9, 2023

Contact centers are the conversation hubs of a business that faces an immense flurry of activity every single day. Every call representative has their own challenges and wins. In this In this blog, we discuss the 18 crucial contact center strategies your business must work on to improve contact center performance.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

CallSource Insights

DECEMBER 12, 2019

A service BDC department for your automotive dealership can help you create better first impressions and set more appointments to sell more cars. Successful dealerships know their service department is a huge opportunity for more business and to deliver great ROI. Is the answer for your dealership a service BDC?

Automotive 52

Automotive Coaching Best practices CRM 52

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. Implementing these tactics will save money and enhance customer satisfaction and overall business performance. According to Gartner, Inc.,

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Expivia

APRIL 1, 2021

The following are 5 tips or to take that a step further, absolutes on changing or creating a great contact center culture in your customer service center. You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employee’s expectations of management.”

Call Center 52

Call Center Education Contact Center Metrics 52