SmartAction

FEBRUARY 20, 2024

The integration of conversational AI automation in the financial services sector is revolutionizing how businesses interact with their clients. As we venture further into the digital age, Artificial Intelligence (AI) and voice automation are becoming key players in enhancing customer experiences and streamlining banking operations.

Banking 72

Banking Self service Virtual Agent APIs 72

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Employee engagement and empowerment. Your customer focus. For example, let’s say teamwork is one of your core values.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Aspect

JULY 11, 2017

According to Aspect’s Agent Engagement Survey, 78% of customer service reps who feel engaged are satisfied at their job, a full 16 points higher than the average and a whopping 54 points higher than those agents who don’t feel engaged. Ready access to all agent status and performance data as well as WFO applications.

Agent Empowerment 70

Agent Empowerment Omni-channel support Employee engagement Surveys 70

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. 68% of customers will pay more for products or services from brands known for their excellent customer service.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Upstream Works

JUNE 15, 2022

At a high level, it’s easy to view AI as a silver bullet to help improve customer experience (CX), as well as contact center operations through automation. While automation is clearly a strong benefit for deploying AI applications, customer service is still a personal, human-to-human experience.

Contact Center 78

Contact Center Analytics Personalization Customer Service 78

24-7 InTouch

OCTOBER 20, 2023

In today’s fast-paced digital landscape, the financial technology (fintech) industry is undergoing a remarkable transformation, redefining how financial services are delivered and experienced. Understanding Fintech’s CX Challenge The fintech industry operates in an environment where customer expectations are continuously evolving.

Chatbots 59

Chatbots Banking Customer centricity Wait times 59

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? Software Tools.

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59

Monet Software

OCTOBER 28, 2020

Given the struggles many agents endured with COVID-19, the end-of-year malaise you’re seeing may be even more severe than usual. A long-term, customized employee engagement strategy should be the ultimate goal for any call center. . #1 It’s normal for call center agent engagement to fluctuate, over the week (hello Mondays!)

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. So let’s get into it. Those first three are what we’d expect.

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

Nicereply

NOVEMBER 3, 2022

What does being customer-centric really mean today? Find out here and learn what are the essentials of a healthy customer-centric culture. The concept of customer-centricity and customer-centric culture has been around for nearly 20 years now. Today, they owe a great deal of their success to putting their customers first.

Customer centricity 64

Customer centricity Feedback Surveys Customer Support 64

NICE inContact

DECEMBER 12, 2016

We all want our agents to provide “great” service. When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

Etech

AUGUST 14, 2019

The simplest of transactions are now often handled via self-service tools, leaving more complex work left to today’s agent. Effectively leading today’s call center agent can be even more challenging. An ideal time to hire call center agents is at the start of their career, usually when they are entry level.

Call Center 63

Call Center Morale Self service Management 63

Kayako

SEPTEMBER 9, 2022

Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions. Innovating the customer service experience at a rapid pace continues, especially from the customers’ point of view. Are you ready to deliver Friction-Free Customer Service?

Customer Service 62

Customer Service Journey mapping Agent Empowerment Customer retention 62

Win the Customer

DECEMBER 17, 2015

Research from Forrester has found that 80% of companies want to use customer service to differentiate themselves from the competition. So if every organization wants their customer service to be the best it can be, how do those who really stand out from the competition actually do it?

Customer Service 114

Customer Service Employee engagement Call Center Customer Experience 114

SharpenCX

JANUARY 23, 2020

Download Now: How to build customer experience strategies using the data you already have in your contact center. Research shows coaching is vital to employee performance management to drive better business results, employee engagement, and higher customer satisfaction. Work with agents to improve outcomes over metrics.

Coaching 98

Coaching Contact Center Benchmark Management 98

Upstream Works

JANUARY 25, 2022

Changing customer expectations, operational efficiencies, and the need for actionable data to inform decision-making have put transformation at the forefront. In the long run, striving to create happy customers can solve a lot of inherent inefficiencies and future-proof your organization. Understanding the Customer Journey.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? This comprehensive approach allows businesses of all sizes to unlock a deeper understanding of their customer’s journey, preferences, and pain points.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

VocalCom

MARCH 12, 2018

To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Give agents the best tools.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

Nicereply

JANUARY 4, 2023

Set up a customer service strategy that works and saves your costs. That will ultimately lead to customer service and support teams being pressured to ‘do more with less’ , as customer support is still seen as a cost center by many organizations. Why excelling at customer service is critical in 2023.

Customer Service 59

Customer Service Chatbots Self service Surveys 59

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Callminer

AUGUST 1, 2017

Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Tyler Riddell. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Toister Performance Solutions

MAY 7, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The research started as a quest to discover the most effective ways to delight customers. What is customer effort?

Customer Service 111

Customer Service Self service Wireless Customer effort 111

Etech

AUGUST 14, 2019

The simplest of transactions are now often handled via self-service tools, leaving more complex work left to today’s agent. Effectively leading today’s call center agent can be even more challenging. An ideal time to hire call center agents is at the start of their career, usually when they are entry level.

Call Center 48

Call Center Morale Self service Management 48

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. For this reason, most contact centers record their agents’ calls. Agent coaching and development.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

Aspect

OCTOBER 16, 2017

Happy agents, happy customers. You could even extend it to say: happy agents, happy customers, happy stakeholders. Most studies like this Employee Experience Index released last month by IBM shows that meaningful work and empowerment come up consistently as themes when speaking to engaged employees.

Contact Center 81

Contact Center Surveys Chatbots Coaching 81

Balto

FEBRUARY 27, 2023

The first truth is that it’s incredibly easy to convince myself that if our agents aren’t complaining to me, everything is going great with their experience. When we truly observe the way our contact center agents work, we will most certainly find more ways to improve their experience than we bargained for.

Contact Center 52

Contact Center outsourcing Best practices Technology 52

Etech GS

MAY 28, 2019

What Are Your Company’s Customer Service Standards? According to the Institute of Customer Service , your company’s customer service standards should include clearly defined and communicated expectations for timeliness, applicability, and accuracy. How Can You Raise Your Standards?

Customer Service 78

Customer Service Service level Coaching Customer Experience 78

Anexa BPO

SEPTEMBER 7, 2023

These leaders didn’t merely present innovations; they presented narratives of progress, empowerment, and human experience. Whether capturing the essence of a groundbreaking product or conveying the collaborative efforts behind a technological marvel, storytelling bridges the gap between innovation and the human experience.

outsourcing 52

outsourcing Morale Technical Support Technology 52

bold360 Blog

MARCH 18, 2020

million workers who occupy mostly front-line, customer-facing jobs – and who are seeing major shifts in how they need to provide that service. The world of customer experience (CX) is going to have to drastically reimagine how we engage with customers in this new reality. Seamless transitions to agents.

Self service 59

Self service Chatbots Healthcare Transportation 59

bold360 Blog

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. CSS tools, unlike human agents, are available 24/7 across multiple channels. CSS tools must also work well with human service agents.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

NICE inContact

OCTOBER 3, 2017

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue.

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

24-7 InTouch

SEPTEMBER 9, 2022

“Companies that empower their employees have a higher probability of employee retention and customer loyalty.” ” The customer is in charge of the way brands make strategic business decisions. When it comes to handling upset customers, agents tend to report feeling low after the interaction.

Calibration 52

Calibration Average Handle Time Customer Care Coaching 52

Comm100

SEPTEMBER 22, 2021

As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation.

Customer Service 61

Customer Service Best practices Feedback Technology 61