Beyond Philosophy

APRIL 14, 2015

Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Here is my check list of ways to see if your CEO is committed to your initiative. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. We find ourselves in unprecedented – certainly, the word of the year – times.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Beyond Philosophy

MARCH 12, 2015

When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. Have you ever tried to fix an appliance by striking it with the side of your fist, like the character Fonzie in Happy Days? What do I mean by irrational behavior?

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. How to calculate AHT? How to calculate AHT?

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. I hated creating a bloody list and taking it up to the store because it wasn’t convenient. Convenience is defined by your customer.

Customer Experience 188

Customer Experience Banking Transportation Entertainment 188

Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Don’t measure anything unless the data helps you make a better decision or change your actions.” Managing a virtual call center is not easy. Read on to gain valuable insights.

virtual call center 52

virtual call center Call Center Metrics call center software 52

ProProfs Blog

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

B2B 204

B2B Banking Personalization Employee engagement 204

Expivia

APRIL 1, 2021

You learn some things after running contact centers for 20+ years on building call center culture. 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. The dog that wins is the dog WE FEED!!!

Call Center 52

Call Center Education Contact Center Metrics 52

Global Response

MARCH 20, 2023

Are your call center interactions taking too long? If so, it might be time to start reducing your average handle time. your average handle time. How to Calculate Your Average Handle Time Calculating Average Handle Time (AHT) is pretty straightforward.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Vcaretec

JUNE 6, 2022

Peak days, like Black Friday, Cyber Monday, and the week before Christmas, your systems need to be able to handle huge traffic, and so does your staff. Let’s take a look at some of the key customer care channels and provide some tips for maximizing your customer experience during the most critical time of the year.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. And someone definitely needs to answer those calls, emails, and messages. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . This is when contact center outsourcing comes into play.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

360Connext

NOVEMBER 16, 2018

Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. Get your copy here! Using the journey map to help identify the hot spots on a constant basis is how the best organizations stay one step ahead. We’re all making predictions and tracking trends in customer experience.

Customer effort 120

Customer effort Journey mapping Wait times Customer centricity 120

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. This means that call center agents need to make multiple calls before they can even start the sales process.

Call Center 52

Call Center Scripts CRM Contact Center 52

SharpenCX

FEBRUARY 18, 2020

Your agents ping you constantly asking for advice. And, you have a meeting with a customer in an hour to talk about some data they lost due to a bug in your system. You spend your day focused on your agents and your customers. You spend your day focused on your agents and your customers.

Call Center 84

Call Center Coaching Management Contact Center 84

JustCall

DECEMBER 7, 2022

Sales call planning is the first and most crucial step to closing successful sales deals. Going unprepared in the calls could mean the loss of potential clients and business. Alex, the sales professional, has a scheduled sales call with a reputed client this evening. Ten minutes into the call and he knows he has lost the deal.

Sales 52

Sales Scripts Call Center Marketing 52

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

aircall

MARCH 12, 2021

Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. Call metrics and KPIs.

Call Center 62

Call Center Metrics First call resolution call center software 62

pindrop

OCTOBER 12, 2021

Imagine that you are trying to log in to your 401k account after a long time and as luck would have it you don’t remember the password. After several minutes of a frustrating online experience, you call the customer service number but find out that there is no option to reset the password in the automated menu.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

NICE inContact

NOVEMBER 13, 2018

How can you respect your customers’ time? When I showed up at the hotel, I couldn’t believe how long the line was to check in. How could they not have known? That moment eroded the hotel’s guest-focused brand and image that they worked so hard to create through advertising and marketing. It’s just frustrating.

Wait times 81

Wait times Self service Advertising Marketing 81

teleopti

AUGUST 13, 2019

Statistically, the majority of contact centers still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? Call it what you will. It’s a real game-changer for contact centers everywhere. Intraday Management? Real-Time Management?

Contact Center 71

Contact Center Chatbots Service level Time management 71

aircall

AUGUST 9, 2022

If the past few years haven’t convinced your company to invest in a virtual phone system, this article will. Bring your business into the 21st century with a cloud phone system and leave outdated landlines in the past. . How does a virtual phone system work? Virtual phone systems convert analog phone calls into digital signals.

voip 62

voip Interactive Voice Response CRM Analytics 62

Customers That Stick

FEBRUARY 5, 2015

Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. Not the actual food. Not the actual food.

Customer Experience 157

Customer Experience Customer Service 157

VocalCom

FEBRUARY 19, 2018

So how can your brand engage customers effectively through video? So how can your brand engage customers effectively through video? Here are five essential tips to consider. Videos are a prime way to advertise your brand, but don’t make this your main goal. Get your timing right.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

Monet Software

MARCH 12, 2020

5 Basics Every Call Center Must Get Right. Enticed by these benefits, some contact center leaders dive into employee engagement strategy with motivational speeches and recognition programs to fire up the team—only to find the initiatives don’t move the needle. Here are five basics you must get right. #1 2 Compensation.

Employee engagement 77

Employee engagement Contact Center Call Center Morale 77

Toister Performance Solutions

JUNE 11, 2020

The customer was ready to end the call when the agent asked, "Do you ever need to set an out-of-office message?" "As It took an extra minute to walk through the out-of-office process, but it saved the customer from having to call again in a few weeks. Reduced cost: It saved the company the cost of a future call.

Self service 77

Self service Contact Center Metrics Management 77

aircall

MARCH 8, 2021

When you search “cold calling guide” on Google, you see 116,000,000 results. Cold calling, it turns out, is not dead. This disproves the many articles proclaiming that cold calling is dead. Cold calls are one of the staples of the modern sales process.” Cold calling is still an essential sales strategy tool.

Scripts 62

Scripts Sales Personalization Marketing 62

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? The data indicates that customer service and customer experiences are directly related to your bottom line—yet many companies overlook the value of improving customer service from good to great. Accessibility.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

bold360 Blog

APRIL 28, 2021

The frustrated customer might wait a few minutes and then call into the bank’s call center, where they faced lengthy wait times as other customers were doing the same thing. What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? Something had to change. Add a Chatbot.

Banking 52

Banking Chatbots Average Handle Time Wait times 52

The GLOBO Blog

JUNE 24, 2019

Your Contact Center is driving toward efficiencies, better experiences, and empowered customers. Do you know how your language access capabilities impact these initiatives? 79% of contact centers report they serve customers who are not native speakers of their primary language. Is your contact center ready?

Contact Center 52

Contact Center Metrics Multichannel First call resolution 52

aircall

NOVEMBER 2, 2017

Do customers abandon your phone support lines more frequently than you’d like? Because unlike some metrics, call abandonment rate is one number managers can influence immediately. Many companies define missed calls too broadly. They classify any inbound call that doesn’t reach an agent as abandoned. Change The Definition.

Abandon rate 81

Abandon rate Abandon Call Entertainment Wait times 81

Vonage

SEPTEMBER 25, 2015

Customer Contact Expo, the UK’s largest event for the customer contact and customer service industry, is now less than a week away, and I’m looking forward to joining some of the industry’s leading experts on both days to talk about how SureFlap provides its excellent customer experience and has rapidly grown its business.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

Global Response

MARCH 16, 2023

Which customer service techniques are most important, and how can you keep your team on top of their game? In this article, we’ll outline some of the most effective customer service techniques, as well as four general principles you can follow to keep your customer service improving.

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

360Connext

NOVEMBER 16, 2018

Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. Get your copy here! Using the journey map to help identify the hot spots on a constant basis is how the best organizations stay one step ahead. We’re all making predictions and tracking trends in customer experience.

Customer effort 56

Customer effort Journey mapping Wait times Customer centricity 56

GetFeedback

JUNE 3, 2019

In fact, in 2012, the Pew Research Center saw a response rate of just 9% to their surveys—a huge drop from the 36% completion rate they saw just 15 years earlier. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend. Know your customers . 90% of consumers find personalization appealing.

Surveys 74

Surveys Customer Service B2C Metrics 74

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. That shift is being driven by advances in conversational AI, which uses advanced speech recognition and natural language processing to automate more calls, chats, and texts than ever before.

Self service 44

Self service Virtual Agent Best practices Contact Center 44

teleopti

JANUARY 7, 2019

Here are five steps to building a contextual customer service. So how do organizations make the most of this mobile data to take customer service to the next level? The end of reactive contact centers. It’s all about understanding and anticipating a customer’s every need. of total retail eCommerce sales , up from 43.3%

Customer Service 49

Customer Service Contact Center Technical Support Self service 49

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. That shift is being driven by advances in conversational AI, which uses advanced speech recognition and natural language processing to automate more calls, chats, and texts than ever before.

Self service 40

Self service Virtual Agent Best practices Contact Center 40