CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Employee Experience. Customer Journey Mapping.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

ShepHyken

NOVEMBER 30, 2018

Goal: Improve Customer Loyalty. They instruct agents on why and how to say yes. Goal: Improve Agent Satisfaction. When speaking about the agent experience, thought leaders often focus on parties, fun work environments, and elaborate compensation structures. Unfortunately, idealism too often becomes the enemy of action.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

CCNG

NOVEMBER 29, 2023

FCR should be a North Star metric for all contact centers as it measures efficiency, performance, agent training levels and tests internal processes and systems. FCR should be a North Star metric for all contact centers as it measures efficiency, performance, agent training levels and tests internal processes and systems.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. How can we take this out of the realm of science fiction and into reality? How can we take this out of the realm of science fiction and into reality?

Customer Experience 215

Customer Experience Telecommunications Technology Banking 215

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.” What is Good Customer Service?

Customer Service 215

Customer Service Call Center Sales Marketing 215

Beyond Philosophy

DECEMBER 7, 2023

He had a lot of interesting insights in terms of the interface between AI and human employees. How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. Another thing Tom said was that people use employees now to help in the Customer Experience.

Customer Experience 222

Customer Experience Chatbots Customer centricity Education 222

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! AI – Finds What’s Been Overlooked.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is crucial this holiday season—and all year long.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? You Didn't Hire Apathetic Agents Employee blame is often the first reaction when agent apathy is discovered.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. As an industry, we’ve overlooked the most important aspect in delivering a positive customer experience (CX) … of making the employee experience (EE) a positive one as well. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

BlueOcean

APRIL 24, 2024

Practicing environmentally conscious efforts can help companies (and, yes, your vendors) improve operational efficiencies and costs. Practicing environmentally conscious efforts can help companies (and, yes, your vendors) improve operational efficiencies and costs.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. Was it worth training these employees or was it money down the drain? Is It Worth Training Employees If They’re Going To Leave Anyway? I’m sure you’ve heard this all before.

Technology 130

Technology Personalization Customer Service Management 130

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas. That’s what our customers want and that’s what we wish to provide.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Call Design

DECEMBER 5, 2023

Their frontline experience in operations provides them with insights into how different departments can work together more efficiently. This position enables them to identify opportunities for driving efficiencies, reducing costs and optimising resources, making them invaluable in strategic planning discussions.

Management 78

Management Analytics Employee engagement Customer Experience 78

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. There are more cost-efficient, convenient, and safer options available that assist with truck roll optimization and even elimination, but many organizations have not implemented them. Four Truck Roll Optimization Innovations.

Self service 207

Self service Analytics Transportation Healthcare 207

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. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

VirtualPBX

NOVEMBER 8, 2023

In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. We switched to VirtualPBX because of the price and because of how quickly they could get things set up.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Fonolo

DECEMBER 6, 2022

You can’t passively improve a call center. . Your call center demands your attention and careful planning if you want to see it grow in efficiency and revenue. . Your call center demands your attention and careful planning if you want to see it grow in efficiency and revenue. .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Customers expect better and faster pre and post purchase services. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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. In any case, the resulting challenges have made certain that customer service has to adapt and make transformational changes to keep up with how the rest of the world has changed.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Momentum Telecom

OCTOBER 23, 2023

Since MS Teams offers a complete suite of cloud-based features, including instant messaging, file sharing, and video conferencing, many organizations have come to rely on the application to provide work-from-anywhere employees with the tools they need to stay connected. Can Businesses Use Teams as a Voice Solution?

Wait times 105

Wait times CRM Customer Service Personalization 105

Comm100

DECEMBER 8, 2020

And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Using artificial intelligence to make business processes more efficient is no longer a thing of the future. They save you time and money on customer services, while also improving your customer satisfaction levels.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Call Design

JULY 22, 2020

In this blog, we have four strategies for contact centres that are hoping to retain their agents and reduce turnover. Improve the Hiring Process. By improving your recruiting and hiring processes, you will be on the right track to find the people that match what your company needs. This can be expensive.

Gamification 173

Gamification Consulting Consulting Personalization 173

aircall

OCTOBER 13, 2022

Savvy operations managers have a nose for finding ever-smarter ways to improve operations management. And gained efficiencies are worth little if not continually monitored and sustained. And gained efficiencies are worth little if not continually monitored and sustained. Those are pretty uncomfortable figures. So far, so simple.

Management 118

Management Sales Consulting Consulting 118

aircall

JULY 30, 2021

Learn what a hybrid workplace is and how to hire hybrid employees. How to Create a Hybrid Workplace Built On Collaboration. Trust Employees. Hybrid work means that you and other leaders will have less visibility on your employees. Be available and responsive when an employee wants to contact you.

Accountability 116

Accountability Personalization Management Technology 116

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. What is Customer Perception?

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Global Response

OCTOBER 6, 2023

At its core, BPO consultants will help audit your processes and existing systems in order to improve efficiency, productivity and operations. How exactly can BPO consultants drive business growth for your company? Increased operational efficiency has other roles to play in growth, too.

Consulting 62

Consulting Consulting Business Process Outsourcing outsourcing 62

Monet Software

JUNE 10, 2021

Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. It’s important to discuss the schedule at the start of an employee relationship, so the demands don’t come as a surprise. 1 Start with Data.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Call Design

JUNE 29, 2020

While experience is never a bad thing, your team can always train someone to improve their skills. Look for emotional intelligence, personality, and willingness to learn and ensure the person understands what working in your centre will feel like especially if they have no previous contact centre experience. How Call Design Can Help.

Management 202

Management Coaching Consulting Consulting 202

ProProfs Blog

DECEMBER 12, 2019

Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. Improving Help Desk Performance in Ten Steps. Train Your Help Desk Employees. Teach Your Help Desk Staff to Channelize Work. Is managing your company help desk a tough challenge?

Wait times 143

Wait times Metrics Self service Feedback 143

Momentum Telecom

FEBRUARY 27, 2024

Since MS Teams offers a complete suite of cloud-based features, including instant messaging, file sharing, and video conferencing, many organizations have come to rely on the application to provide work-from-anywhere employees with the tools they need to stay connected. Can Businesses Use Teams as a Voice Solution?

Wait times 52

Wait times CRM Customer Service Personalization 52

Taylor Reach Group

JANUARY 6, 2023

Realignment of healthcare, global supply chains, work locations, employment relationships (quiet quitting, great resignation, etc.) … . This will mean better pay, better training, better tools, better support, and a better work-life balance. By Colin Taylor. We have seen Contact Centers struggle to find and retain workers.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

Call Design

AUGUST 30, 2022

Intelligent automation can alleviate common challenges and bring greater quantifiable operational and financial benefits to contact centres by elevating pressures on service delivery and improving the bottom line. Improved Agent Productivity. Intelligent automation empowers not only agents but the whole workplace environment.

Coaching 78

Coaching Best practices Metrics Management 78

Nicereply

NOVEMBER 15, 2022

This means that customer service teams around the world will need to focus on becoming more efficient, frequently through the use of AI to improve deflection. You’ll be creating more loyal customers and employees. A lot of fascinating work is being done in the broad world of A.I.-enhanced

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

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