ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. Initially, chatbots were little more than a method deployed to take some of the weight off contact centers and their agents. From Customer Service to Customer Experience.

Chatbots 287

Chatbots Customer Experience Cloud contact Contact Center 287

ShepHyken

JUNE 14, 2019

89% of companies already see customer experience as a key factor in driving customer loyalty and retention, and 45% of companies cite experience management as their number one priority? The post Guest Blog: The Customer Experience’s Impact on Customer Churn appeared first on Shep Hyken. Are you one of those companies?

Customer retention 335

Customer retention contact center solutions Advertising Cloud contact 335

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

LiveVox

MARCH 2, 2023

The contact center workforce management industry is changing, and that’s a good thing. Call centers are becoming more tech-oriented, and workforce management is a key part of this change.

contact center workforce 52

contact center workforce Contact Center Management Best practices 52

ShepHyken

FEBRUARY 8, 2019

However, I want to discuss one of the crucial elements that companies and their contact centers tend to ignore when aiming to provide good customer service experience and obtain high CSAT rating. The post Guest Blog: Improving Customer Experience Using Employee Feedback Data appeared first on Shep Hyken. What You Can Do.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

NOVEMBER 23, 2018

To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio. Your service speed depends on factors like the contact channel (e.g. A clear structure allows the customer to break up your explanation into manageable chunks. Next, practice structuring your sentences.

Customer Support 262

Customer Support Customer effort Self service Metrics 262

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Workforce Engagement Management is absolutely crucial to the success of CX. Engagement isn’t just about keeping people focused on their day-to-day workload.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

Callminer

NOVEMBER 28, 2022

Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for the top metrics to consider and measure.

Metrics 345

Metrics Call Center Contact Center Management 345

ShepHyken

JANUARY 18, 2019

This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. These agents will be more skilled and will function more as account managers than reps. The post Guest Blog: Are You Setting the Right Customer Experience Goals? Technology is on your side.

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

ShepHyken

JANUARY 3, 2020

Managing motivation can be a real struggle for customer service teams. Even if you have the perfect systems in place, and the perfect processes for responding to each ticket, managing the human element in the support process can be a major challenge. Managing staff is far too big a topic for a single blog post.

Gamification 194

Gamification Morale Contact center software B2B 194

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

OCTOBER 20, 2017

At Genesys, we make customer experience management systems that use assistive AI development — we call it “blended AI” and have personified it as “Kate.” Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel. The post Guest Blog: Assistive AI for Real Work appeared first on Shep Hyken.

Enterprise 217

Enterprise Engineering APIs contact center solutions 217

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Today’s thought leaders and customer contact professionals clearly understand the importance of delivering exceptional experiences. Are the tools easy to use? It Had Better Be!

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Ameyo

APRIL 23, 2020

In my previous blog (read: how to get your agents work from ready), I talked about how infrastructure readiness on the agent’s part plays an important role in deciding the call center solution that the business opts for during the COVID-19 pandemic.

Interactive Voice Response 84

Interactive Voice Response Contact Center Management call center solutions 84

ShepHyken

FEBRUARY 24, 2017

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. So how can your contact center best prepare for breaking news? In this age of 24/7 news, I find this a pertinent subject for all of us. Shep Hyken.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

NobelBiz

DECEMBER 9, 2021

Optimizing the human element for a better Contact Center performance is and has always been a hot topic in the industry. In a sense performance-oriented contact centers can be seen as living organisms, brimming with life, combining intricate technologies with a human touch.

Contact Center 97

Contact Center Technology Management Cloud contact 97

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. The best blogs are not only informative but also fun to read. Call Experts Top 5 Customer Service Blogs of 2022 . Read more at this blog !

Customer Service 52

Customer Service outsourcing Best practices Morale 52

HGS

SEPTEMBER 30, 2015

Posted by Marsha Eisnor Contact centers are often prone to transition. Whether it’s an in-house contact center moving to an outsourced environment for the first time [.]. The post Managing Knowledge Transfer During Contact Center Outsourcing Transition appeared first on Team HGS Blog.

outsourcing 100

outsourcing Contact Center Management Employee engagement 100

NobelBiz

AUGUST 30, 2022

Call centers that use a Speech Analytics system may detect these friction areas and take steps to improve their goods and services, customer journeys, and agents’ handling of consumer demands.

Best practices 52

Best practices Contact Center Management Analytics 52

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic. What We’ve Learned So Far.

Contact Center 78

Contact Center Management Self service Consulting 78

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. So how can your contact center IVR get there? A cloud IVR can benefit your contact center and your customers from the second a call is placed.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Analytics Banking 122

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. your FAQ on steroids.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! Agent Analytics (28.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

DECEMBER 13, 2019

Get ahead of risk management before it strikes. They may have previously handled a 100 seat contact center, but they may not have the capability to handle one of 1,000, or 10,000. Ask your contact about adherence to timescales, budgets and SLAs. What will happen if unforeseen costs are encountered? Size matters.

APIs 254

APIs Enterprise Government Customer Experience 254

CCNG

JUNE 29, 2022

On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience. Agents matter and businesses that understand that will reap the financial rewards.

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

NICE inContact

MAY 14, 2019

As I slogged along the 101 here in Southern California recently, I realized that my navigation is a lot like the intraday management and reforecasting capabilities available within workforce management platforms. First, What Is Intraday Management? That’s where intraday management and reforecasting comes into play!

Contact Center 54

Contact Center Management Average Handle Time Service level 54

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

ShepHyken

NOVEMBER 23, 2018

To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio. Your service speed depends on factors like the contact channel (e.g. A clear structure allows the customer to break up your explanation into manageable chunks. Next, practice structuring your sentences.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

ShepHyken

AUGUST 31, 2018

Yura Filimonov is captivated by the potential of AI technology and he wrote a pragmatic guide to using AI in contact centers. He’s a Marketing Manager for customer engagement software, RichCall. Read Shep’s latest Forbes Articles: Cutting-Edge CX Lessons From A Surgery Center.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

Call Experts

NOVEMBER 20, 2019

With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Customer activities and interactions with brands during the holiday season significantly impact contact centers. Contact centers provide support for your business and manage the increase in call volume.

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! This blog is Part One of a two-part series that aims to demystify these four components.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

ShepHyken

JULY 26, 2019

A successful customer strategy is said only when you find yourself surrounded by an aspiration centered mainly on what matters to customers. Being a customer, I am sure your point of contact with a company will be usually through interacting with an employee (either by visiting a store or by speaking on the phone). Probably not!

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences.

Contact Center 54

Contact Center Gamification Management Call Center 54

NobelBiz

MARCH 24, 2022

The technology of call queuing is central piece to inbound contact centers. For example, an automated call distributor (ACD) is used in call centers to route incoming calls to certain specialized agents in your contact center. What are the technologies your call center needs for call queueing?

Interactive Voice Response 52

Interactive Voice Response call center software Contact Center Call Center 52