Serenova

OCTOBER 24, 2019

And that makes scary customer service potentially more damaging than ever. According to a recent Vanson Bourne survey of 3,000 US and UK consumers, the vast majority (94%) of respondents say customer experience impacts whether they would make the decision to move from one brand to a competitor. His reaction was caught on video.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

NobelBiz

FEBRUARY 27, 2024

Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

DECEMBER 21, 2022

For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams. While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Sikorski's Think Abouts

APRIL 5, 2015

What will coaching do? Own the quality of their team. Own the quality of their team. Modify agent behavior through coaching. This week’s question for your employees – Why do you like being coached? WebTV Show Video Archives [link]. Correct undesirable behaviors. Improve communications skills.

Coaching 45

Coaching Calibration Contact Center Call Center 45

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills. Find out more. Metrigy Research: Q3, 2021: UC, Contact Center Integration Drives Business Value.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

CSM Magazine

MARCH 13, 2022

Most companies employ the standard customer support tools and platforms, such as email, phone, and social media. Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Playvox

JANUARY 13, 2022

But I bet if you ask most people how they use their devices, they’d say to text, chat, scroll through social media, stream videos or music, and to shop online. Similarly, customers today expect to be able to reach your business in a variety of ways. Quality Management (QM) Solution. are long gone. billion monthly users.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Define video specifications, and setup as needed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Serenova

OCTOBER 7, 2020

At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status. At the same time, many businesses have observed unpredictable spikes in demand for support services. Give agents structure and agency.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Customer First” drives success. Customer service has become the top business priority. Video enablement: either use internally to manage remote agents, or externally for communications with customers. 43% using video for customer interactions, and 67.2%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Leading applications even use proprietary algorithms, linguistics, and tone/stress detection to identify customer sentiment.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Brad Cleveland Blog

MAY 24, 2016

The post Connecting Hiring, Training and Coaching appeared first on Brad Cleveland.

Coaching 26

Coaching Quality management Contact Center Call Center 26

Enghouse Interactive

JULY 7, 2021

With decentralized contact center operations and staffing, the need to provide more comprehensive and flexible approaches for agent quality assessments has emerged. This is especially important for industries that must adhere to specific scripting and/or a wide range of regulations and when dealing with sensitive customer issues or needs.

Scripts 52

Scripts Coaching Contact Center Call Center 52

JustCall

APRIL 5, 2023

JustCall Best-suited for: JustCall can be used by enterprises of all sizes (small, mid, and large) and is perfect for a business looking to implement an all-in-one customer communication platform. Five9 Overview Five9 is a virtual call center with customer engagement functions like voice calls, email, chat, social, SMS, video, and so on.

voip 52

voip Interactive Voice Response APIs Contact Center 52

8x8

FEBRUARY 6, 2019

Speech Analytics is part of 8x8 X Series that provides managers with instant access to the information they need to better align resources with activity, deliver fact-based coaching and intelligently automate call routing. Customer experience analytics. VIsibility into customer interactions and IVR usage. Description.

Analytics 48

Analytics CRM APIs Contact Center 48

Enghouse Interactive

FEBRUARY 5, 2021

It has fundamentally changed how we work, especially in the customer service industry. Customer service is now everyone’s job, meaning that front office agents need to be able to work together with their colleagues and subject experts in the middle and back office. Quality management systems.

Self service 40

Self service Coaching Chatbots Quality management 40

Enghouse Interactive

FEBRUARY 18, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. With the pandemic having forced organizations to increase deployments of remote agents, video has become a baseline communications channel. Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

Enghouse Interactive

OCTOBER 21, 2020

Effectively and efficiently resolving a customer issue can be rewarding and helps reinforce the value of the agent role and its value to the organization’s customers. In so doing, both the agent and customer benefit, and this can potentially lead to increased business and customer retention.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

SEPTEMBER 29, 2020

At each interaction, customers are unconsciously assessing your organization and determining if there is value in continuing to do business with you. Netflix and Apple have drastically changed the game for all, triggering ever-changing and ever-increasing customer expectations. .

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

APRIL 13, 2021

No disruption to contact center call handling capabilities, just the benefits of being able to now handle different ways customers want to engage with your organization: SMS. Video… . Facebook Messenger. and be ready to handle what comes next.

Contact Center 91

Contact Center Morale Technology Self service 91

NobelBiz

MARCH 23, 2022

How do you plan to measure the customer service process? Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs. Do you require audio or video conferencing?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Brad Cleveland Blog

MAY 24, 2016

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Coaching 21

Coaching Quality management Contact Center Call Center 21

Brad Cleveland Blog

MAY 24, 2016

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Coaching 20

Coaching Quality management Contact Center Call Center 20

Brad Cleveland Blog

JULY 14, 2015

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Coaching 21

Coaching Quality management Contact Center Call Center 21

Brad Cleveland Blog

JULY 14, 2015

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Coaching 20

Coaching Quality management Contact Center Call Center 20

NICE inContact

NOVEMBER 8, 2019

CXone Agent for Salesforce extends the Salesforce Sales or Service Console with embedded workforce management software including schedules, shift activities, as well as quality evaluation information and assigned coaching packets. Check out these videos. user rating on App Exchange.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52