Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. Furthermore, Generation Z (referring to those born after 1994) is poised to enter the workforce after college graduation this coming May. You likely associate each of them with a positive employee experience. Hiring people is one thing.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

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. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Call Design

OCTOBER 6, 2020

Since the customer is king, contact centres need to double their efforts to resolve customer service calls more efficiently and quickly. Whether you are implementing new training, new technology or more communication channels, it’s essential to be prepared to solve a customer problem quickly. Omnichannel Customer Service.

Customer Service 148

Customer Service Self service Quality management Wait times 148

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. 2023 will be all about customer lifecycle management (CLM). They share their top 5 unified communications predictions for 2023.

Surveys 173

Surveys Education Enterprise Technology 173

Cisco - Contact Center

AUGUST 18, 2020

Welcome to Our Monthly Feature Update Blog Series. To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Make Smarter Decisions with Webex Workforce Optimization. Here’s What’s New.

Contact Center 111

Contact Center contact center solutions Analytics Entertainment 111

Call Design

JUNE 22, 2020

While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved. For some organisations, there may be an influx of calls from customers asking about your services. Providing a great customer experience. Proactive outreach for positive touchpoints.

Interactive Voice Response 187

Interactive Voice Response Chatbots Best practices Consulting 187

Call Design

OCTOBER 12, 2022

Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle integrated with their omnichannel contact centre that includes voice, live chat and back-office functionality. Learn more about the Alvaria Workforce Engagement Management (WEM) Suite. Reshaping Customer Experience.

Transportation 78

Transportation Management Employee engagement Consulting 78

Call Design

JANUARY 19, 2021

Contact centre agents are on the front line of your customer service efforts, fielding customer questions, and requests while upholding your organisation’s values and standards. The biggest obstacle with high agent turnover is that it directly affects the satisfaction of your customers. Establish Clear Expectations.

Coaching 148

Coaching Best practices Consulting Consulting 148

Noble Systems

MARCH 22, 2021

They are actively seeking ways to fundamentally improve their contact center operations and enhance patient care , efficiently and effectively. In the first blog in this 2-part series, we discussed the top healthcare contact center trends. The results will show in improved patient care and satisfaction and reduced employee turnover.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

ConvergeOne

SEPTEMBER 6, 2022

Part 1 and Part 2 of this blog series detail the first three steps to effective Workforce Engagement Management. Step 4: Amplify Customer Satisfaction Efforts. Drive Agent Performance Improvements with Gamification. It is also a way to feel and stay connected to the larger enterprise, especially for the remote workforce.

Gamification 81

Gamification Interactive Voice Response Management Surveys 81

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? What is Workforce Optimization (WFO)? Workforce Optimization is a business strategy that joins business performance and workforce management.

Management 86

Management Gamification Quality management Schedule adherence 86

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience. Flexibility.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

ConvergeOne

JUNE 28, 2022

There are books and blogs (among other things) sharing tips and techniques for addressing it… while also questioning whether or not it is real. in the area of customer experience and transformation, and many are asking for solutions that help agents. After all, we all know that happy employees make happy customers.

Self service 83

Self service Quality management Technology Contact Center 83

CSM Magazine

NOVEMBER 23, 2023

In this blog post, we’ll explore the advantages of WAMS over traditional warehouse management systems and delve into the role of technology in modern warehouse management. The result is a reduction in costly mistakes, accurate stock levels, and improved order accuracy, all of which contribute to a smoother, more reliable operation.

Transportation 52

Transportation Analytics Morale Customer centricity 52

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Aspect

JANUARY 14, 2021

Remote and hybrid call center flexibility gives brands the ability to serve more customers, so investing in customized infrastructure and technology to make remote work even more seamless will benefit the customer, the agent, the administration, and the organization. Increased Reliance on the Digital Experience.

Contact Center 116

Contact Center Government Self service CRM 116

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Customer emotions 435

Customer emotions Management Journey mapping Customer advocacy 435

CSM Magazine

AUGUST 8, 2023

One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX).

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Steve DiGioia

JULY 10, 2023

By providing employees with opportunities for growth and development, employers can: Build loyalty and engagement Improve productivity and efficiency, and Stay competitive. Another Reason to Train Your Team As business owners, don’t we have a responsibility to our customers to ensure we provide the best service and experience possible?

Technology 130

Technology Personalization Customer Service Management 130

Call Design

JANUARY 20, 2022

Changing customer preferences and volatile market behaviour have forced customer service teams to deploy greater agility to remain relevant in meeting customer enquiries. While agent tasks can be monotonous, building strong engagement underpins continual improvement of the customer service experience.

Gamification 78

Gamification Coaching Construction Employee engagement 78

Call Design

FEBRUARY 10, 2022

Delivering a personalised customer service experience is also critical to cater to customer preferences which can be achieved much easier by implementing the latest and greatest technology rather than trying to use workarounds in some of the older systems. Analyse Customer Service at a Higher Degree.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

Momentum Telecom

JUNE 6, 2022

Most businesses are settled into these remote and hybrid work arrangements going into 2022, and many are evaluating where they can make improvements to their telecom and IT infrastructure. . Empower your remote and hybrid workforce to sync up while meeting your standards for reliability and security with: Unified communications.

Telecommunications 98

Telecommunications Construction Service level Technology 98

Vistio

FEBRUARY 5, 2024

Call centers are hubs of customer interaction and service, where agents handle numerous calls, each with unique challenges. Therefore, it is vital for call centers to invest in proper training and rehearsals to ensure their agents are well-prepared for diverse customer issues.

Call Center 52

Call Center call center software Feedback Personalization 52

Revation Systems

AUGUST 10, 2023

Or that before the pandemic, 96% of patient complaints were customer service related? Given this backdrop, there is a need for improvements in various areas within a healthcare organization, including optimizing efficiency, providing more personalized experiences, streamlining patient care, and reducing clinician burnout.

Healthcare 62

Healthcare Chatbots Personalization Customer Service 62

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job. Agents work hard every day to help customers, and while the internet and social media abound with customer service horror stories, very few customers publicize their positive experiences. The acceleration of digital technology. Shift from cost center to revenue center.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

ConvergeOne

AUGUST 9, 2022

The first entry in this blog series, which details the first two steps to effective Workforce Engagement Management, can be read here. Workforce Management (WFM) is the next step on the journey to full WEM realization. This becomes exceedingly difficult with all the channels upon which customers can reach agents.

Management 76

Management Contact Center Metrics Wait times 76

ConvergeOne

JUNE 21, 2022

To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach. Workforce Engagement Management (WEM) is a practice designed to improve outcomes in contact center and back-office communication environments. Step 1: Laying the Groundwork for WEM. Can’t wait?

Management 66

Management Contact Center Coaching Analytics 66

Nicereply

SEPTEMBER 8, 2022

What is an employee experience and why does it matter? Whatever industry you are in, delivering outstanding customer experience is most probably one of the major goals of your business. In fact, according to the Deloitte survey , 84% of executives rate employee experience as important. What is Employee Experience?

Customer Experience 78

Customer Experience Employee engagement Customer centricity Surveys 78

CSM Magazine

AUGUST 5, 2021

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. While frontline staff are united in their desire to meet rising customer expectations, they are also now divided by where they want to work. 5 Ways to Simplify the Agent Experience. Make simplicity a top priority.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

CSM Magazine

APRIL 20, 2022

Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. In our last blog , we asked the question ‘what does wellbeing really mean?’ 3 ways to de-stress the workforce.

Technology 52

Technology Coaching Analytics Enterprise 52

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). They become free agents with the power to transform the customer experience (CX). 3 Ways to Empower Employees With a Little Help From the Cloud.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

CSM Magazine

MARCH 16, 2023

You may be asking what Pi has to do with customer data analytics in contact centres? So, why don’t we think the same when it comes to analyzing customer data? Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1. Well, please bear with me.

Analytics 52

Analytics Coaching Finance Upselling 52

Momentum Telecom

FEBRUARY 28, 2023

Today’s platforms are more feature-rich than their predecessors, with advanced capabilities that streamline processes, improve communications, and keep employees happy. In this blog, we’ll discuss the current state of cloud collaboration tools and how to determine if your current solution still meets your business needs.

CRM 98

CRM Technology Contact Center Surveys 98

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Here’s what some of these customers have to say.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

USAN

MAY 19, 2022

They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments. All of this has led to high rates of agent turnover, and as a result, many organizations are taking action to improve agent engagement and satisfaction. How can companies start to improve agent engagement?

Technology 52

Technology Gamification Contact Center First call resolution 52