Nicereply

AUGUST 3, 2021

How can you be sure you’re putting your customers in good hands? When you start working with an outsourcer, you need one key contact person—ideally someone who really gets your company. How many other accounts will my account manager and team lead handle? For many companies, outsourcing is the best next move.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

aircall

DECEMBER 16, 2016

First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), Likewise, it can track the performance of human agents as well as the overarching quality of the calls themselves. How to take advantage of call center monitoring.

Call Center 82

Call Center call center software Abandon rate Metrics 82

Pointillist

SEPTEMBER 28, 2021

But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. But what lies beyond the contact center is critical to your ability to improve contact center performance and CX. By Stephanie Ventura. The pressure to reduce contact center costs is immense.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Horizon CX

MARCH 19, 2022

So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? But I digress, that’s another topic for another blog. A recent study from BCG Gamma got my attention. Let’s start with a brief definition of AI to get us on the same page.

Surveys 52

Surveys Interactive Voice Response Average Handle Time Wait times 52

JustCall

SEPTEMBER 15, 2019

Let us first discuss what exactly is Quality Assurance? Quality Assurance is a process which makes sure that your result with respect to customer service meets your expected outcomes. Every company must assess its performance and utilize the insights to enhance so as to render exemplary customer service. Set clear goals.

Best practices 40

Best practices Customer Service Benchmark Scripts 40

Solvvy

AUGUST 31, 2022

Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments. The CSAT score allows customer experience teams to measure how consumers feel about their brands and monitor changes in perception over time. How is a CSAT Score Calculated?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

aircall

DECEMBER 16, 2016

First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), Likewise, it can track the performance of human agents as well as the overarching quality of the calls themselves. How to take advantage of call center monitoring.

Call Center 48

Call Center call center software Abandon rate Metrics 48

Natalie Petouhof

AUGUST 15, 2022

Just to be clear, in case the above title suggests a modern-day pulp romance novel, the full title should clear things up: “Empathy in Action – How to Deliver Great Customer Experiences at Scale.” Until you properly understand your business problems and what’s causing them, you’ll never pick the right technology solution.

Customer centricity 52

Customer centricity Advertising Technology Marketing 52

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Why Is It Important to Balance Cost, Quality and Customer Service? What Does This Latest Release Feature?

Gamification 45

Gamification Management Analytics Metrics 45

CrazyCall

JANUARY 14, 2020

A familiar challenge, for contact center managers, is how to support teams during busy periods. A familiar challenge, for contact center managers, is how to support teams during busy periods. People are the secret to the success of any great customer service and support operation. And the world over, call centers have busy periods.

Management 63

Management Customer Service Morale Contact Center 63

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Businesses always look to implement new and unconventional ideas to improve customer satisfaction, which enhances the CSAT score. A higher CSAT score indicates better customer service.

CRM 238

CRM Best practices Customer Service Metrics 238

Pointillist

APRIL 26, 2018

Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge. Wouldn’t it be nice if companies already knew the context when we reached out? Is that too much to ask for?

Customer Experience 72

Customer Experience Analytics Customer centricity Accountability 72

Vistio

JULY 11, 2022

Welcome Steven, can I record this call for quality assurance? Can you give our listeners and readers some insight into your background, where you started and how you got to where you are today? Listen to the full podcast here: Welcome, welcome. Today we have on the pod with us, Stephen Loynd. Absolutely Hailey.

Technology 52

Technology Self service Contact Center Analytics 52

Netomi

JANUARY 5, 2022

At Netomi, we deeply care about improving the customer experience. We fully recognize and appreciate that there are multiple ways CX can and should be improved that don’t have anything to do with Artificial Intelligence. Customer service leaders come in all shapes and sizes. Adrian Swinscoe. Aimee Lucas. Annette Franz.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Totango

OCTOBER 25, 2022

In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure. Then we’ll examine how a customer success team is organized and how different customer success roles fit into your organizational chart.

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93

AWS Machine Learning

JULY 31, 2023

If you are a business analyst, understanding customer behavior is probably one of the most important things you care about. It also enables you to evaluate the models using advanced metrics as if you were a data scientist. We explain the metrics and show techniques to deal with data to obtain better model performance.

Metrics 79

Metrics Engineering Accountability Telecommunications 79

OctopusTech

APRIL 2, 2018

Since it directly affects the customer satisfaction , employee retention, and your bottom line, it is essential to carefully navigate the implementation of certain KPIs or Key Performance Indicators into your call center working strategy to work to your advantage. 4) Do you expect different queue time depending on the channel?

Call Center 89

Call Center Average Handle Time Metrics First call resolution 89

REVE Chat Blog

JANUARY 15, 2020

And for knowing if your customers are happy with your business you have to know how to measure customer satisfaction. And for knowing if your customers are happy with your business you have to know how to measure customer satisfaction. Measuring customer satisfaction is becoming the core part of every customer-centric companies.

Metrics 75

Metrics Surveys Feedback Customer centricity 75

AWS Machine Learning

APRIL 24, 2023

In the world of machine learning (ML), the quality of the dataset is of significant importance to model predictability. Although more data is usually better, large datasets with a high number of features can sometimes lead to non-optimal model performance due to the curse of dimensionality.

Engineering 67

Engineering Enterprise Metrics Consulting 67

ProProfs Blog

DECEMBER 14, 2018

Agents can see them on the email-like interface of the customer service software. Once you have quality reporting on how your team is doing, you can plan for new hires and find ways to improve the quality of your customer service. A help desk software is important for businesses serving customers.

Customer Support 142

Customer Support Surveys Metrics call center software 142

AWS Machine Learning

DECEMBER 20, 2022

The last few years have seen a tremendous paradigm shift in how institutional asset managers source and integrate multiple data sources into their investment process. Our use case is to analyze the stock price predictive power of an external dataset and identify its feature importance—which fields most impact the stock price performance.

Engineering 94

Engineering Finance Marketing Metrics 94

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say below. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs.

Call Center 140

Call Center call center software outsourcing Coaching 140

Pointillist

APRIL 17, 2019

These range from data quality problems, data governance issues, data ownership barriers, customer identity matching and data schema incompatibilities, as well as the duplication of data across sources. But standing in your way are existing customer data management challenges.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Pointillist

JULY 25, 2018

Learning how to choose the best customer journey analytics platform is just the start. Learning how to choose the best customer journey analytics platform is just the start. In either case, you likely have questions around what use cases to pick, how to create a project team and how to prepare your data.

Analytics 93

Analytics Government APIs Metrics 93

aircall

OCTOBER 18, 2016

Call center quality assurance is a process which ensures that your results in terms of customer service match your desired outcome. Any call center aspiring to provide exemplary customer service must closely monitor performance to gain meaningful insights. In other words: quality assurance. Home in on key performance indicators.

Best practices 48

Best practices Call Center Customer Service Scripts 48

Pointillist

JULY 25, 2018

Learning how to choose the best customer journey analytics platform is just the start. Learning how to choose the best customer journey analytics platform is just the start. In either case, you likely have questions around what use cases to pick, how to create a project team and how to prepare your data.

Analytics 43

Analytics Metrics Government Journey mapping 43

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Here are the experts: @Jon Arnold , an independent research analyst with a great blog.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64