TechSee

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

JULY 31, 2017

I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. They are also a powerful way to change employees’ mindsets and foster greater connection within an organization. How Storytelling Creates Engaged Employees.

Entertainment 314

Entertainment Coaching Consulting Consulting 314

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

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.

Management 273

Management Customer Experience Customer Service Coaching 273

Call Design

AUGUST 25, 2021

If you’re a manager within a sizable workforce, you’ve likely heard of gamification. This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents. Performance tends to drop when people feel that they are in a rut and not developing further.

Gamification 145

Gamification Employee engagement Surveys Consulting 145

COPC

FEBRUARY 6, 2023

Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance. Rather than analyzing individual key performance indicators (KPIs), a balanced scorecard measures financial, customer, and internal processes along with learning and growth perspectives.

Management 79

Management Employee engagement Metrics Contact Center 79

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. Integrating VoIP & texting in your business transforms the way you communicate with your partners, customers, and employees. You can also train your employees and help them know how the new systems work effectively.

voip 105

voip CRM Consulting Consulting 105

Call Design

JUNE 29, 2020

The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service. The success of your contact centre relies on the strength of your agents and management teams. Without the right management, even the best contact centres will suffer.

Management 202

Management Coaching Consulting Consulting 202

Call Design

JULY 22, 2020

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. This can be expensive. Implement the Right Tools.

Gamification 173

Gamification Consulting Consulting Personalization 173

CX Global Media

JULY 17, 2018

The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Today, every business around the globe needs a clear supervisor success path to follow based on the competencies of those that are high performers.

Contact Center 179

Contact Center Coaching Construction Call Center 179

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. By managing urgent issues on priority, customer satisfaction and loyalty can be enhanced greatly. million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Call Design

SEPTEMBER 9, 2021

The value of having a well-developed and executed plan is paramount. Having a plan in place will consolidate all the learning and development required for an agent and progression within their roles. Continuous training is key to a contact centre’s longevity and performance. Continuous Training . Provide The Right Tools.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

VirtualPBX

FEBRUARY 1, 2024

Introducing VirtualPBX's AirDial POTS Replacement In response to the evolving telecommunications landscape, VirtualPBX has developed AirDial POTS Replacement – an innovative solution for businesses seeking to replace traditional POTS lines with modern, cloud-based communications technology.

Telecommunications 105

Telecommunications voip Technology Analytics 105

Call Design

APRIL 3, 2022

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. According to recent studies, gamification has helped contact centres improve employee motivation by as much as 83% and productivity by 89%.

Gamification 88

Gamification Entertainment Coaching Employee engagement 88

CSM Magazine

DECEMBER 13, 2023

To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. High Agent Turnover When we say high agent turnover, it pertains to a situation within an organization with frequent and continuous employee departure. Provide learning opportunities to keep employees engaged in their roles.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Blueship Call Center

OCTOBER 9, 2023

Fortunately, there are several strategies you may use to raise the performance of your workforce. Providing your staff with the tools to view their performance and its effect on the customer experience will help them perform better. The demands of the consumer should inform everything your customer care staff performs.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs.

Best practices 120

Best practices Government Engineering Accountability 120

aircall

JULY 14, 2021

When your employees are happy, it’s easy to think you’re doing a good job. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. It will also make them more satisfied with their work, reducing employee churn and increasing retention.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Call Design

JANUARY 19, 2021

Offer Training and Professional Development. Training and professional development are some of the best ways to ensure that your agents understand your company processes, industry best practices and improve their proficiency with the tools at their disposal. But how exactly can we improve the satisfaction of our agents?

Coaching 148

Coaching Best practices Consulting Consulting 148

ProProfs Blog

MAY 6, 2020

As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . Further, with the advent of disruptive workplace technologies, employees naturally expect their companies to utilize novel means of remote collaboration and aggregation on multiple channels. . Source: Deloitte Millennial Survey.

Management 162

Management Customer Service Best practices Entertainment 162

Spearline

AUGUST 26, 2022

In our blog article about watchRTC , our passive monitoring product, we talked about the benefits of aggregating every available metric for careful scrutiny by your IT and development teams. Conduct these tests from any location around the world, validating performance and accessibility across a large geographical spread.

Scripts 98

Scripts Benchmark Metrics Contact Center 98

CSM Magazine

MARCH 31, 2023

In this blog post, we explain six actionable approaches to streamlining your manufacturing process – from eliminating redundancies to adopting automation strategies. In the end, investing time and energy into proper inventory management can be well worth it. Let’s dive in!

Analytics 52

Analytics Consulting Consulting Technology 52

teleopti

DECEMBER 13, 2018

Pelorus Associates has authored comprehensive market research reports on workforce management software since 2011. Our latest report, 2018 World Market for Workforce Management Systems , examines 30 individual trends affecting business and customer service. Agent software must be easy to learn and easy-to-use. Growing complexity.

Customer Service 48

Customer Service Banking Contact Center Self service 48

AWS Machine Learning

SEPTEMBER 28, 2023

With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date. Internally, employees can often spend countless hours hunting down information they need to do their jobs, leading to frustration and reduced productivity.

Enterprise 94

Enterprise Real estate Chatbots Construction 94

OctopusTech

MARCH 3, 2024

Developing a custom website or web application in-house requires significant investment in a skilled technology team, infrastructure, and overhead expenses. Outsourcing involves partnering with an agency that provides the web design , development, and technology skills needed to build and launch your online product.

outsourcing 62

outsourcing Technical Support Government Metrics 62

Blueship Call Center

DECEMBER 12, 2023

Whether your business is new to outsourcing or has extensive expertise in vendor management, choosing the right vendor may make or break your outsourcing efforts. Establish your vendor management procedure and framework. Establishing guidelines for your company’s vendor management is crucial. Look for possible suppliers.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

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. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Anexa BPO

DECEMBER 9, 2022

High performance work systems (HPWSs) are management approaches that aim to optimize organizational performance by aligning business strategy, people management, and processes. One important aspect is employee involvement and empowerment. Another important element of a HPWS is employee development and training.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer centricity Employee engagement 52

Aspect

JUNE 22, 2021

Call Design offers best-in-class workforce management, performance management, real-time automation, quality, IVR and CXP solutions implemented by highly experienced consultants. The post Partner Spotlight: Call Design appeared first on Aspect Blogs.

Interactive Voice Response 91

Interactive Voice Response Contact Center Consulting Consulting 91

JustCall

MARCH 28, 2023

In this blog, we will cover the exact steps you can take to set your customer-facing teams for success. Identify the needs of customer-facing teams To improve their productivity and performance, you first need to identify their needs. Here are four steps to help you assess the specific needs of your customer-facing teams: 1.

Morale 52

Morale Sales Feedback Construction 52

Lumoa

MAY 5, 2022

The Benefits of a Customer Experience Strategy Customer Experience strategy gathers the threads and shows the way Five important steps for the development and implementation of CX CX in the crystal ball What is Customer Experience? Committed employees who feel included and experience everyday work as meaningful.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

aircall

OCTOBER 13, 2022

Savvy operations managers have a nose for finding ever-smarter ways to improve operations management. Where others navigate obstacles with clunky workarounds, ops managers see an opportunity for leaner processes. First, What Is Operations Management? Ops managers can be the unsung heroes of progress. That’s a lot!

Management 118

Management Sales Consulting Consulting 118

Anexa BPO

JANUARY 21, 2023

With the rapid pace of change in technology and globalization, companies need to rely on their employees’ skills, knowledge, and experience to remain competitive. In fact, the companies that build human capital typically are responsible for boosting their employees into higher earnings brackets throughout a career lifetime.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Consulting Consulting 52

Aspect

JULY 15, 2020

Many have found that while some agents can be more productive at home, other agents simply don’t perform well with that much freedom. Contact center employe r s need to have the technology tools to make employees fully mobile. Aspect is making it much easier for employees to be effective participants in the mobile workforce. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool. quality, service, etc.).

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71