ShepHyken

FEBRUARY 8, 2019

CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. Think about it – your customer-facing employees, such as your agents, are your customer experience frontline. They Know Your Customers. Employee Feedback – Pure Gold!

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

NOVEMBER 29, 2019

Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. Social media has empowered users to share instant feedback with their followers – and have those comments validated instantly. And you know what that means?

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

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. Internal Processes Limit Agent Autonomy.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

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. Agent Analytics (28.4% Back office support. Subject matter experts. Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity? It can be difficult to know if and when your team is working.

Contact Center 96

Contact Center Technology Personalization Management 96

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

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. your FAQ on steroids.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Consumer behavior is at the top of that list, rapidly evolving as customers become more empowered.

Contact Center 122

Contact Center Self service Analytics Banking 122

Comm100

MAY 25, 2022

Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers. Today, consumers are empowered in all sorts of ways, from on-demand ordering services like Uber and other apps to taking their qualms to social media.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity? It can be difficult to know if and when your team is working.

Analytics 59

Analytics Contact Center Technology Personalization 59

NobelBiz

APRIL 2, 2024

With a focus on efficiency, scalability, and innovation, Enterprise Contact Center Solutions empower businesses to deliver seamless and personalized experiences to their customers. Geared towards smaller-scale operations with fewer agents and lower call volumes. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Customer Service Life

OCTOBER 28, 2023

In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. For example, when an agent asks the question after the customer has already said “That’s all I needed today” it sounds forced and unnatural. Asking the question at the wrong time makes us sound like robots.

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. When information isn’t readily available, it’s difficult for agents to promptly solve issues, and for supervisors to efficiently optimize workflows and training programs.

Management 64

Management Call Logging CRM Call flow 64

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant 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. Is burnout gripping your contact center? Agents from multiple countries and companies participated. The responses were anonymous.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Zappix

FEBRUARY 1, 2024

In this blog, we’ll explore the key benefits and comprehensive capabilities of Digital Self-Service, shedding light on how it can revolutionize your customer service strategy. Customers are empowered to find solutions independently, leading to fewer agent interventions and a streamlined support process.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Eptica

MARCH 11, 2022

Based on the ContactBabel UK Contact Centre Decision Maker’s Guide 2022, our blog explains the challenges to effective quality assurance – and how they can be overcome. Learn more by reading the full blog on our parent company Enghouse Interactive’s site here. What is preventing success? Share this page on: Tweet.

Customer Service 126

Customer Service Best practices Management Customer Experience 126

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Eptica

FEBRUARY 14, 2022

In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation. The three areas to focus on to empower your agents. Read the full post on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Consumer behavior is at the top of that list, rapidly evolving as customers become more empowered.

Contact Center 52

Contact Center Self service Analytics Banking 52

Call Design

JUNE 29, 2020

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service.

Management 202

Management Coaching Consulting Consulting 202

LiveVox

JULY 23, 2023

In the first installment of this three-part blog series, we discussed how implementing effective call qualifications and optimizing wait times within your inbound callflows can dramatically reduce call abandonment rates and improve patient satisfaction by empowering patients to self-serve.

Contact Center 52

Contact Center Abandon rate Wait times 52

Eptica

FEBRUARY 7, 2022

The three areas to focus on to empower your agents. Highlights from our customer service blog in 2021. You might also be interested in these posts: 5 factors that are driving the need for better digital customer experience.

Marketing 121

Marketing Management Customer Experience Customer Service 121

Call Design

OCTOBER 6, 2020

Below, we have four ways to help your customer service team resolve complaints promptly and efficiently. One of the best things you can provide your customers with is options. An omnichannel system will significantly reduce call times and will quickly resolve your customer service tickets. Empower Your Employees.

Customer Service 148

Customer Service Self service Quality management Wait times 148

Eptica

MARCH 18, 2022

To help customer service teams ahead of Mother’s Day 2022 on 27 March our latest blog shares key best practice advice. How a unified agent desktop empowers your advisors and better engages customers. Read the full piece on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

Aspect

JUNE 10, 2021

What happens when a golden agent starts tracking her calls, her downtime spent, and her results get just a little better ? What happens when a not-so-golden agent does it? A workplace environment that empowers your agents and their supervisors by applying the sophisticated features of WFO can provide unique insights.

Construction 117

Construction Service level Enterprise Analytics 117

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. At MiaRec, we've empowered numerous contact centers to unlock the full potential of their voice data.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. At MiaRec, we've empowered numerous contact centers to unlock the full potential of their voice data.

Analytics 52

Analytics Contact Center Quality management Management 52

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. From call volume and trends to agent performance, customer satisfaction, and operational efficiency, these dashboards provide a holistic view of the contact center ecosystem.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

TeamSupport

JUNE 20, 2023

As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. In this blog, we will explore the five best practices that customer support teams should implement to provide great customer experiences even in challenging times.

Best practices 97

Best practices Self service Chatbots Analytics 97

NobelBiz

FEBRUARY 20, 2024

Discover the key factors to consider when selecting VoIP services for your contact center in our comprehensive article – a must-read for ensuring top-notch communication solutions! IVR allows customers to handle routine tasks themselves, freeing up call center agents to address more complex inquiries.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Leveraging automation tools and streamlining communication channels along with key strategies can empower agents to overcome this challenge.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” Making sure we know exactly when the interactions are coming in and what our agents are doing.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

SmartAction

NOVEMBER 15, 2023

With the advent of the internet, AI, and technological advancements, it has transformed into a multifaceted solution that empowers customers to find answers and solutions on their own. Underpinned by state-of-the-art technology, you can now have a conversation with virtual agents who will understand customer needs and address them quickly.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? First Call Resolution (FCR): FCR is the percentage of customer inquiries or issues resolved during the first contact with the agent.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59