Customer Service Life

MAY 21, 2018

The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and share valuable insights with clients. Average Handle Time (AHT).

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. The world is changing, and customers run the show.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Customer Service Life

DECEMBER 20, 2023

As I continue to mull over this idea, or perhaps the fantasy of never saying no to a customer, I’ll openly admit that I don’t think preventing contact center agents from saying particular words or phrases stops them from telling a customer we can’t do something for them. Who cares about these limitations?

Upselling 83

Upselling Contact Center Engineering Banking 83

Fonolo

MAY 19, 2022

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. Industry Report: State of the Contact Center 2022. The Shift to Remote Work. Let’s dive in!

Contact Center 67

Contact Center Technology Interactive Voice Response CRM 67

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. At a time when customer experience and reassurance has been vital, how well has CX coped, and what lessons can be learnt for the future?

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Playvox

OCTOBER 20, 2023

Measuring how happy (or unhappy) customers are with your brand, service, support, and products — also known as customer sentiment — is challenging in an omnichannel contact center. How do you “read the customer” in texts and chats? What is Customer Sentiment Analysis? Why Do We Need Sentiment Analysis?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Self service 111

Self service Contact Center contact center workforce Banking 111

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Vistio

NOVEMBER 4, 2022

When purchasing software, contact centers often overlook key factors, meaning their new software is not the all-in-one solution they were hoping for but rather a band-aid unable to fix a larger problem. Contact center leaders know they need a solution to improve a specific business outcome like increasing revenue, for example.

Contact Center 52

Contact Center Consulting Consulting Contact center software 52

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. Increasingly, brands understand the importance of the customer.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. As if it doesn’t count. I got you, my friend!

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

JustCall

AUGUST 26, 2022

Cloud kitchens, offices, storage, meetings, and now cloud contact centers have come a long way. This article explains what CCaaS is and how this booming technology has put organizations in control of their customer service. Contact Center as a Service (CCaaS): What is it? Contact Center Options.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Call Center 52

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres.

Journey mapping 173

Journey mapping Customer Service Customer Experience Contact Center 173

CX Global Media

JULY 13, 2017

This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. Well ‘small’ is not a barrier for speech analytics in contact centers anymore. Less Effort.

Analytics 185

Analytics Call Center Contact Center contact center solutions 185

Fonolo

JANUARY 17, 2019

The proof is in the pudding: Loyal consumers continue to flock to the imposing blue mecca in their town centers (and soon, urban centers ) because of IKEA’s ability to hold a customer’s familiar hand throughout their lifetime. Here’s how IKEA helps us to ‘live unboring’ IKEA: The In-Store Experience.

Customer Experience 111

Customer Experience Gamification Contact Center Technology 111

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. So your support center can measure customer opinions no matter what words they use.

Feedback 79

Feedback Surveys Contact Center Engineering 79

Customer Service Life

FEBRUARY 4, 2019

While automation continues to grab headlines in a variety of industries, there’s plenty of innovation happening in this space in other key areas that can improve your customer and agent experience – and in some cases, you’ll see gains in both quality AND efficiency – a rare win-win. Integrate Slack with support tools.

Contact Center 67

Contact Center Chatbots Analytics CRM 67

SharpenCX

APRIL 22, 2020

Download Now: See what trends Frost & Sullivan say are shaping the contact center industry. And since then, I’ve been paying attention to all the ways CVS makes my experience so easy. So since 2017 , they’ve been building what they deem “the next evolution of customer experience.”. Customer loyalty programs.

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), But it doesn’t have to be this way.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

SharpenCX

JULY 22, 2020

Download Now: Ask these questions in your RFP to evaluate your next omnichannel contact center platform. My experience solidified the importance of a proactive, omnichannel platform. Your IT pros are the subject matter experts on digital platforms across your company and contact center.

Contact Center 67

Contact Center Interactive Voice Response Coaching Engineering 67

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Published on: October 26, 2016.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

Customer Service Life

NOVEMBER 10, 2022

This isn’t my favorite question to answer and yes, I’ve had to answer it many times during my contact center career. In retrospect, there’s always a trail of clues but somehow we missed it or caught it long after many customers were impacted — only increasing the resulting backlash. Have you encountered this before?”

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. But as a contact center leader, you play a big role in breaking down these stereotypes. Your Customer Service Team Matters.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

Zappix

MARCH 13, 2024

Zappix combines innovative technology and best CX practices to reshape customer engagement in the utility sector. By leveraging its expertise in digital engagement and transforming customer experiences, Zappix empowers utility companies to integrate digital technologies into their service delivery strategy seamlessly.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

Fonolo

OCTOBER 4, 2022

The same goes for contact center management. 3 Tips to Improve Call Routing in Your Contact Center. Customer service and overall customer experiences will improve. FACT: The proof is in the numbers—a great customer experience leads to more revenue. Enter skills-based call routing.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

DMG Consulting

SEPTEMBER 29, 2022

Artificial intelligence (AI) is driving a great wave of contact center system and application overhauls and upgrades. In the past three years, AI has progressed from a concept with great potential to a practical set of technologies that are being used to reinvent the underpinnings of every contact center system and application.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. Published on: May 18, 2016.

Contact Center 51

Contact Center Multichannel Average Handle Time Scripts 51

SharpenCX

AUGUST 4, 2021

When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . As a customer service manager, you know how critical it is to deliver the best customer experience. But, over time, your once-polished customer service strategy grows stale.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Published on: July 26, 2017.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Your Contact Center Location Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

CSM Magazine

MARCH 26, 2020

to securely keep a comprehensive customer history, and keeps a constant connection between the owner and their pet through a mobile device. Tag in September 2019. This collar attachment contains a scannable QR code that links to pet descriptions and owner contact information. This customer-first mentality extended to Wag!’s

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from. Published on: October 16, 2015.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. A spell on the frontline helps people get a much better feel for the negatives and positives of the customer experience.

Contact Center 68

Contact Center Chief Customer Officer Multichannel Customer centricity 68

Answer Dash

JANUARY 1, 2019

While automation continues to grab headlines in a variety of industries, there’s plenty of innovation happening in this space in other key areas that can improve your customer and agent experience – and in some cases, you’ll see gains in both quality AND efficiency – a rare win-win. This is the power of speech and text analytics.

Contact Center 67

Contact Center Chatbots Analytics outsourcing 67

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. The rise of social media and increasingly demanding customers has changed all of this. The balance of power has changed – your brand is what your customers say it is, rather than how you define it within your organization. These are: 1.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

NICE inContact

JANUARY 3, 2018

Over the last couple years, there’s been a shift in the content of television and radio commercials from product features to customer experience. Small organizations may not have million-dollar research and development or product development budgets, but they do have more power to compete on customer experience.

Contact Center 27

Contact Center Customer Experience Advertising Entertainment 27