Contact Center Pipeline

APRIL 5, 2016

The April 2016 issue of Contact Center Pipeline is available online. Here is what you’ll find inside: FEATURE ARTICLES Employee Advocacy By Susan Hash An empowered and impassioned workforce can help to enhance your company’s reputation and engagement with customers. Conversing or Transacting?

Contact Center 100

Contact Center Customer Care Metrics Marketing 100

Fonolo

JANUARY 14, 2020

Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders. Customer Think. When it comes to call center blog sites, CustomerThink has it all. It’s a global online community of business leaders with a customer-centric approach. . Moving your call center to the cloud.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Fonolo

APRIL 24, 2018

In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. Who wrote it: Call Centre Helper.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Knoah

MAY 18, 2017

Modern customer service is sometimes performed for an audience. Social media platforms allow customers to post comments and questions on public company pages. This can be a brand obstacle or boon depending on how a customer care representative handles the pursuing interaction. ” Turn customers into advocates.

Best practices 48

Best practices Customer Care Call Center Accountability 48

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center CRM Average Handle Time Multichannel 40

CSM Magazine

FEBRUARY 12, 2024

By reaching out to customers, businesses can proactively address any issues, provide personalized assistance, and offer valuable insights or recommendations. This level of proactive customer care shows a commitment to customer satisfaction and can significantly improve the overall customer experience.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

LiveChat

NOVEMBER 16, 2018

Research from American Express shows that 70% of customers are willing to pay a premium to do business with a company that offers great customer service. On the other hand, poor customer service can cost companies dear. Forbes Magazine reports that businesses are losing $75 billion per year due to poor customer service.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

Talkdesk

DECEMBER 18, 2017

This post was originally written by Mikhail Naumov, Co-founder & Chief Strategy Officer at DigitalGenius, for Talkdesk’s Opentalk Magazine. We live in a world where customers expect exceptional service in an instant and customer service has become a continual process. Don’t just take our word for it.

Chatbots 40

Chatbots Contact Center Customer Care Surveys 40

CSM Magazine

NOVEMBER 2, 2020

To maintain the number of loyal clients and gain new ones, customer service departments should be continuously monitored and improved to assure buyers of the best service quality. Equipping your call centers with good headsets or, in other cases, headphones could significantly influence the quality of your services.

Customer Service 52

Customer Service Wireless Call Center Customer Care 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago?

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago?

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

Talkdesk

DECEMBER 26, 2017

This article was originally written by Mathilde Collin, CEO at Front, for Opentalk Magazine. . Turning a profit can certainly be one, but there’s also making people’s lives easier with your product or sharing a passion with your customers. Businesses have a variety of core motivations.

Sales 40

Sales Consulting Consulting Customer Care 40

Talkdesk

DECEMBER 26, 2017

This article was originally written by Mathilde Collin, CEO at Front, for Opentalk Magazine. . Turning a profit can certainly be one, but there’s also making people’s lives easier with your product or sharing a passion with your customers. Businesses have a variety of core motivations.

Sales 40

Sales Consulting Consulting Customer Care 40

CSM Magazine

DECEMBER 18, 2021

Customer service positions abound, especially during the holiday season. Some opportunities will demand previous sales expertise, while others will only require you to be a customer care representative. Are you looking for a remote chat position or would you prefer to be manning phones in a call center?

Customer Service 52

Customer Service Education Technical Support Call Center 52

CSM Magazine

JANUARY 19, 2018

That doesn’t mean call centers and brick-and-mortar stores are no longer relevant; in fact, personalized assistance via phone, app and face-to-face are still critical to customer satisfaction.”. Wireless Customer Care Full-Service Performance Study—Volume 1 and the 2018 U.S. The segment average is 779.

Wireless 49

Wireless Customer Service Telecommunications Customer Care 49

CSM Magazine

DECEMBER 11, 2015

A new Xerox report, ‘The State of Customer Service 2015’ reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons. And we suspect that this is happening beyond telecoms customers.”.

Customer Care 40

Customer Care Surveys Call Center Technology 40

CSM Magazine

MAY 27, 2022

The profitability of customer care software is dependent on several factors, such as time spent on customer service, sales generated by a particular product, and cost of sales. You should also check whether or not it will benefit your business in the long run. You should ask for technical support as well if it is necessary.

Customer Service 52

Customer Service Technical Support Marketing Sales 52

CSM Magazine

MARCH 27, 2020

The evolution happened like this: In the 60s, we got call centers. In the 80s, those call centers got expensive, so we automated them and moved them overseas. In the 2000, customer care software, social media, community forums and review sites hit the scene, creating the need for customer support.

Customer Support 52

Customer Support Self service Feedback Upselling 52

CSM Magazine

DECEMBER 15, 2015

.” With a base of thousands of multilingual, dedicated call center agents located throughout North America, Europe, South America and the Middle East, CGS currently supports many of the world’s industry-leading brands. CGS’s innovative, scalable and flexible outsourcing solutions include.

Contact Center 40

Contact Center Business Process Outsourcing outsourcing Transportation 40

CSM Magazine

MAY 2, 2019

A functioning knowledge management system helps your customers get information effortlessly, reducing their search duration by 80 to 20% , and showing them you value their time. Your knowledge management system relieves customers of the frustration of waiting for call center representatives and tapping through endless IVR rabbit holes.

Customer Experience 91

Customer Experience Management Self service Interactive Voice Response 91

Myra Golden Media

MARCH 18, 2020

One night I stood less than two feet away from an angry customer who slapped my co-worker during a Blue-light Special. Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions.

Coaching 156

Coaching Customer Support Call Center Customer Care 156

Myra Golden Media

NOVEMBER 20, 2019

Thanks to the Internet and social media, customers are savvier now than ever before. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

Coaching 185

Coaching Customer Support Customer Care Feedback 185

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Evan Shumeyko. You can find those stories here.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

DECEMBER 9, 2015

But finding the right balance between cost management and customer care can be difficult. This is perhaps the most common customer complaint, and for many can be a deal-breaker. Companies sourcing offshore call centers to save money may see this as a necessary sacrifice, but modern alternatives could be the answer.

Customer Service 40

Customer Service Wait times Call Center Banking 40

Myra Golden Media

JULY 31, 2019

Thanks to the Internet and social media, customers are savvier now than ever before. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

Coaching 166

Coaching Customer Care Customer Support Customer Service 166

CSM Magazine

DECEMBER 6, 2019

Meanwhile, the MDA 500QD Series audio processors offers flexibility by allowing contact center users to connect from either a desktop phone or PC/Mac. The MDA 500QD Series also provides insight through analytics to ensure optimization for each call and supports call centers on any stage of their journey to the cloud.

contact center solutions 10

contact center solutions Contact Center contact center workforce Chatbots 10

Vistio

OCTOBER 27, 2021

Her prior roles include being CEO of World Connection, General Manager-Customer Operations & Strategy for APS, Arizona’s largest utility company, and Sr. Director, Global Customer Care Strategy for Choice Hotels with responsibility for all contact center sales and support divisions under shared services for 6,500+ hotels in 35 countries.

Call Center 52

Call Center Contact Center Best practices Education 52

CSM Magazine

JULY 11, 2022

Knowledge management is the organization of this information through an online accessible database or simply documents that consumer-facing employees use to aid their interactions with customers. Picture a call center script frequently used by agents answering phones and dealing with customer complaints.

Management 59

Management Scripts Chatbots Self service 59

CSM Magazine

SEPTEMBER 21, 2021

Consider a scenario in which your customer care personnel are experienced yet exhausted. You know you want to customize each customer engagement, but finding the balance between successfully listening to consumers and keeping them going through the pipeline is increasingly challenging.

Customer Service 52

Customer Service outsourcing Customer Care industry standards 52

REVE Chat Blog

DECEMBER 5, 2019

Bots ensure enhanced customers’ engagement with the brand even more than an app. In addition, chatbots by handling routine queries, save precious time of customer care service representatives, allowing them to perform more complex problems and tasks. . With so much potential comes the added benefit of all-time availability. .

Chatbots 70

Chatbots Real estate Healthcare Banking 70

CSM Magazine

SEPTEMBER 28, 2018

As reaffirmed in Gartner’s report, ‘How to Get Your Customer Service Employees to Care About the Customer,’ research shows “high levels of employee engagement contribute to higher levels of customer satisfaction.”. About the Author. CJ Stafford is president of Stafford Communications Group Inc.,

Customer Service 40

Customer Service Employee engagement Healthcare outsourcing 40

CSM Magazine

APRIL 26, 2022

Consumers now engage with brands 24/7 across a broad spectrum of channels, including social media, chat, on the web and via the call center – generating huge volumes of unstructured data that contains critical insights companies don’t want to miss.

Contact Center 52

Contact Center Customer Service Call Center Customer Care 52

Netomi

FEBRUARY 28, 2022

Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Erin Wallace – VP, Integrated Marketing, thredUP.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64