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

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. You know how these types of things can play out in Middle School. We must always be looking for new and different ways to improve upon the customer experience.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 122

Contact Center Self service Analytics Banking 122

ShepHyken

JUNE 2, 2017

Ignore a customer’s context – what they say with actions, rather than out loud during a call. To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Shep Hyken. They’re hard to believe.

Wireless 189

Wireless Banking Analytics Call Center 189

Comm100

FEBRUARY 6, 2023

Improving customer experience goes beyond being on call 24/7 to address clients’ issues. A good CX is customer-centered. To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. What is Customer Experience in the Financial Industry?

Customer Experience 80

Customer Experience Brand ambassadors Self service Chatbots 80

Beyond Philosophy

AUGUST 31, 2023

So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. David Meister wrote a paper called “The Psychology of Waiting Lines.” The idea behind this first area is if you have customers waiting for 15 minutes, how can you make it not feel like 15 minutes?

Wait times 221

Wait times Airlines Call Center Benchmark 221

CX Accelerator

NOVEMBER 7, 2023

When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation. You can try calling back and perhaps another office will have a supervisor.” Again, huh?

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

MARCH 30, 2018

This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. In this article, we will review the most common KPIs, how to understand them, how to select the right ones and how to improve them.

Customer Experience 214

Customer Experience Average Handle Time Customer Care Customer centricity 214

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 noted in the 2019 Dimension Data Customer Experience (CX) Benchmarking report: 88% of contact center decision-makers expect self-service volumes to increase over the next 12 months. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Beyond Philosophy

JULY 13, 2021

Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. When it didn’t, I called Apple to figure out where it was. Apple asked me if I called FedEx, which was supposed to deliver it.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

JANUARY 20, 2020

It starts by getting past people’s preconceived notions of what they are willing to do. Bit by bit, I work my way up to $100, starting with gaining your commitment early at a lower amount. . Bit by bit, I work my way up to $100, starting with gaining your commitment early at a lower amount. . Suppose I want you to give me $100.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

FEBRUARY 15, 2024

However, he hasn’t the faintest idea of how to do it from a practical sense. There could be fewer or more than that, but since there is no official list of emotions, around 150 is a starting point for the discussion. In my experience, many organizations fail to evoke a specific customer emotion. Both are negative emotions.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. Choices Expected. Choices Offered.

Self service 58

Self service Contact Center CRM Customer Support 58

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent 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.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, this means that outsourcing, IVRs, and seasonal hiring practices will have to change.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

ShepHyken

JANUARY 22, 2023

How do you keep your loyal customers? My Comment: If you have service technicians in the field, you will enjoy this article by CX guru Vala Afshar, who covers how AI supports customer service and experience efforts. The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable.

Customer Service 120

Customer Service Contact Center Self service Consulting 120

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

virtual call center 52

virtual call center Call Center Contact Center call center software 52

TeleDirect

MAY 6, 2024

What is an outbound call center, and how can it help a business grow? Get started today! What is an Outbound Call Center? Chances are, you’ve heard of a call center or a contact center. What’s the Difference Between Outbound Call Centers and Contact Centers?

Call Center 62

Call Center outsourcing Contact Center Customer retention 62

SharpenCX

NOVEMBER 23, 2021

If you’re like me, you’ve already started mentally preparing for the holiday season. As you prepare for the new year, you’re setting goals and thinking through how to get ahead of your competitors. Discover how you can continue to deliver the best customer experience and how you can better lead your call center.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 52

Contact Center Self service Analytics Banking 52

aircall

AUGUST 29, 2022

There’s a reason business owners are obsessed with call center productivity. Recently, there’s been a lot of buzz about how to measure productivity. Should it be about the number of calls an agent takes in a day? What is call center productivity? So how do you measure call center agent productivity?

Call Center 118

Call Center virtual call center call center software Self service 118

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. We’ll take a look at seven of the main ways to keep them up-to-date, but first, let’s consider what exactly cybersecurity in a call center involves.

Call Center 98

Call Center Engineering Education Best practices 98

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. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace. This is sometimes easier said than done.

Management 64

Management Call Logging CRM Call flow 64

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Customer Experience Metrics 78

SmartAction

SEPTEMBER 16, 2022

Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations. Conversational AI is making the contact center and customer service industries better than ever.

Interactive Voice Response 92

Interactive Voice Response Virtual Agent Contact Center Engineering 92

TeleDirect

MAY 6, 2024

Outsource your call center needs to TeleDirect. Our contact center services eliminate phone-related stress, save you time, and provide the relief your business needs. Professional call center services & contact center services When business comes calling, who’s there on the other end of the line?

Call Center 62

Call Center Contact Center Real estate outsourcing 62

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

Nextiva

JULY 19, 2021

A great customer experience starts and ends with one thing: getting help now. For many years, companies provided 24/7 customer support from a vast network of call centers. The post How to Provide 24/7 Customer Support [Stats + Planning Guide] appeared first on Nextiva Blog. Today, that’s hardly the case anymore.

Customer Support 110

Customer Support Call Center Technology Customer Experience 110

VirtualPBX

APRIL 19, 2023

Managing call volume is a critical aspect of running any business that relies on phone communication. Whether you are a customer service representative, sales professional, or running a call center, you need to be equipped with the right strategies to handle incoming calls efficiently. What is Call Volume?

Management 97

Management Wait times Self service Call Center 97

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

3CLogic

FEBRUARY 7, 2024

Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Call Experts

OCTOBER 12, 2023

Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105

Upstream Works

JUNE 9, 2022

When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company. It didn’t actually happen when we first started the company – that was sort of a reluctant buyout at the time. The contact center was even more complicated.

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

Fonolo

JULY 7, 2020

According to the National Post , call centers are being overwhelmed by callers looking for both physical and mental health support. This spike in call volume has resulted in queues that are hours long, and challenges for call center staff. 9 Effective Ways to Handle Call Spikes in a Crisis.

Call Center 112

Call Center Healthcare Management Technology 112