ShepHyken

JANUARY 4, 2022

They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. Summary and Top Takeaways: Do people still use the phone to reach a company when they have a question or a problem? People still use voice channels.

Virtual Agent 318

Virtual Agent Interactive Voice Response Contact Center Consulting 318

Beyond Philosophy

AUGUST 29, 2020

If you think about it, none of us start off trusting people (in general), which is especially true with businesses. However, we do know that the office appears organized, that they always listen when we talk and look us in the eye when they speak to us. To discuss this further contact us at www.BeyondPhilosophy.com.

Banking 397

Banking Consulting Consulting Accountability 397

Beyond Philosophy

JULY 14, 2022

Today we will talk about how to be funny and use humor to your advantage. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive. But for the rest of us, if we want to become more amusing, it is helpful to consider what makes things funny. Humor Theory #2: Relief Theory.

Coaching 413

Coaching Consulting Consulting Personalization 413

Lumoa

OCTOBER 26, 2022

Future of Customer Contact Conference | February, 9 | London, UK. CCW 2023 | February, 27 – March, 2 | Berlin, Germany. E3CX | March 1-2 | Riyadh, Saudi Arabia. Customer Contact Week Europe Exchange | March, 7-8 | London, UK. Customer Experience Transformation | March, 7-8 | Miami, US.

Customer Experience 94

Customer Experience Contact Center Customer Service 94

CCNG

SEPTEMBER 14, 2022

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums. As we were talking, I got really fired up because the conversation turned into how contact center jobs were looked down upon in North America.

Contact Center 195

Contact Center Feedback Marketing Technology 195

BlueOcean

JANUARY 30, 2024

(Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !) Pay Per Use Instead of Pay Per Person We are big fans of the transactional model in a strategic relationship. Let’s break it down to the basics. Realizing a reduction in FTE.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

Myra Golden Media

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m a contact center supervisor who trains, yet I don’t have a training background. You can break up this monotony by using visual learning.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

TechSee

JUNE 1, 2023

They are calling us either because they are not hearing with their device or are having sound issues. Where we might think we need to replace a sound processor, which is an expensive item, once using TechSee we may determine it’s just a faulty coil cable, a much lower cost item to replace. Noel is ten years old.

Technology 207

Technology Customer Service Customer Support Contact Center 207

Toister Performance Solutions

APRIL 11, 2024

Here's what this guide covers: Resources Required Preparation Pre-work Week 1: Kick-off Week 2: Building Rapport Week 3: Exceeding Expectations Week 4: Solving Problems Resources Required You'll need these resources to use this training plan. Use the Workshop Planner to create an action plan. The exercise files from the course.

Customer Service 105

Customer Service Feedback Customer emotions Management 105

TechSee

MARCH 7, 2023

She is a visionary leader and change agent with more than 20 years of experience successfully transforming contact center programs, centers, and regions to achieve breakthrough results. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. And guess who’s going to handle the complaint if the CEO personally brings it to the attention of the contact center?

Contact Center 100

Contact Center Self service Personalization Accountability 100

24-7 InTouch

NOVEMBER 2, 2023

Winnipeg, MB – November 2, 2023 – IntouchCX, a global leader in contact center and technology solutions, has announced the appointment of Mitul Kotecha and Shane Kozlowich as its new Co-Chief Executive Officers.

Real estate 111

Real estate Finance Contact Center Technology 111

delighted

APRIL 1, 2024

Use data to improve and forecast future events Once you’ve collected attendee feedback by asking post-event survey questions, that data can inform decisions for your next event. You will also need to determine their preferred method of contact to increase the likelihood of attendees responding to your survey. How did you hear about us?

Surveys 100

Surveys Feedback Best practices Construction 100

The Northridge Group

OCTOBER 12, 2023

The Northridge Group needs the contact information you provide to us to contact you about our products and services. Connect with a Contact Center Expert The post Four Ways to Transform Your Contact Center into a Loyalty Center appeared first on The Northridge Group.

Contact Center 115

Contact Center Call Center Analytics Customer Experience 115

delighted

FEBRUARY 26, 2024

NPS is a customer experience metric that measures loyalty with the survey question: “How likely are you to recommend us to a friend or colleague?” Use the final page of your survey to explicitly thank the customer for their time and to let them know that you value their feedback. What is NPS? That’s all you need!

Surveys 98

Surveys Best practices Feedback Personalization 98

Global Response

DECEMBER 2, 2022

In days when data breaches are common and costly, it’s vital that you only work with a SOC 2 certified contact center. How Does Being SOC 2 Compliant Protect Customer’s Personal Information? SOC 2 itself is broken into two parts: SOC 2 type 1 vs type 2. How Does SOC2 Compliance Apply to Call Centers?

Contact Center 62

Contact Center Call Center Healthcare B2B 62

Spearline

NOVEMBER 25, 2022

Spearline will participate in MWC Barcelona 2023 from February 27 – March 2 with Enterprise Ireland. Alternatively, drop us an email if you can’t wait! Please send us a brief message , and we will be in contact with you shortly. . Please send us a brief message , and we will be in contact with you shortly. .

Telecommunications 98

Telecommunications Government Enterprise Technology 98

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. This isn’t my favorite question to answer and yes, I’ve had to answer it many times during my contact center career. As contact center professionals, we literally listen to the voice of the customer all day every day. Image by www_slon_pics from Pixabay.

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

Customer Service Life

OCTOBER 28, 2023

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. Most people working in the contact center industry call this First Contact Resolution or Next Issue Avoidance. I don’t actually think it’s a silly question as long as it’s used in the right context.

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

Fonolo

FEBRUARY 4, 2021

This is especially true when it comes to contact center outsourcing. Some may seem familiar, and others may be something new for your business to adopt — but with the right tactics, strategies, and a bit of luck, your contact center may never have to outsource your calls again! Hear us out. Call-back technology. It’s a win-win!

outsourcing 154

outsourcing Contact Center Technology Interactive Voice Response 154

Hodusoft

APRIL 17, 2024

Provides Multiple Options After greeting the caller, the auto attendant provides multiple options in the form of press 1 for a specific thing, press 2 for another thing, and so on. Higher FCR Did you know that auto attendants’ FCR rate is the highest among all contact channels? For support, press 2. Press 2 for Support.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

The Northridge Group

JANUARY 18, 2023

A cutting-edge chatbot with advanced capabilities such as writing poems and software code, ChatGPT is capable of formulating human-like answers in seconds and its conversational style suggests a natural alignment with customer-facing channels, especially chat capabilities within contact centers. Connect with a Contact Center Expert.

Contact Center 117

Contact Center Healthcare Chatbots Accountability 117

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Contact center professionals? I’ll offer up two pieces of advice on how to motivate your contact center team.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. Decision-makers are considering many factors, including: Is it safe to use AI?

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

Fonolo

SEPTEMBER 28, 2022

The surveys give contact centers valuable insight into agent performance, customer experience, and other factors that can inform CX strategy. Since their interactions with your contact center concern health matters, they might be more sensitive than, say, eCommerce customers. 2. Have a Goal in Mind. Keep that in mind.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Fonolo

SEPTEMBER 19, 2018

For those of us invested in improving our customer support offerings, we must acknowledge social media as a remarkable space in which to play. What can center us in these complex times is remembering the fundamentals of customer service: timeliness, availability, and personability. VPs & Directors of Contact Channel Performance.

Airlines 237

Airlines Chatbots Education Contact Center 237

Select VoiceCom Blog

NOVEMBER 29, 2023

Revenue for IT outsourcing in 2023 was at US $8.81 During this period, Chinese firms undertook service outsourcing contracts worth US $175 billion , up 15.5% For example, the average income in Malaysia as of May 2023 is approximately US $1,485 per month , which is significantly less expensive than in other wealthy nations.

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

JustCall

OCTOBER 27, 2020

Please leave your name, contact number, and the purpose of calling. Please leave your name, contact number, and message. Chances are, you have your business contact numbers listed on your website and other public platforms. Here are some business voicemail greeting samples you can use: 1. Have a great day!".

Interactive Voice Response 98

Interactive Voice Response Customer Support Accountability Sales 98

Fonolo

FEBRUARY 14, 2023

Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload. Best Processes to Automate in Your Contact Center The rise of AI and machine learning has dramatically – and suddenly – increased the number of call-center processes that can benefit from automation.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

PeopleMetrics

APRIL 30, 2021

Tune in for short, casual conversations every Tuesday at 2:00pm ET. ? ? ?. Contact PeopleMetrics: [link]. ? ? ?. FOLLOW US ON SOCIAL! is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Sign up for more PeopleMetrics LIVE!

Customer Experience 133

Customer Experience Employee engagement Surveys Accountability 133