Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. For Agents Makes work, feedback, and learning fun and engaging – Leaders need to find ways to motivate different types of personalities and age groups in customer service centers.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Brad Cleveland Blog

MAY 5, 2022

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark.

Customer Service 29

Customer Service Quality management Contact Center Call Center 29

Brad Cleveland Blog

DECEMBER 10, 2020

In this video, I summarize three tools that we often recommend for their usefulness in customer service settings. This video is from … The post Root Cause Analysis in Customer Service first appeared on Brad Cleveland. Typically, several possibilities surface and they all seem plausible.

Customer Service 29

Customer Service Customer Experience Quality management Contact Center 29

Brad Cleveland Blog

MAY 5, 2022

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Global Response

MARCH 26, 2024

It streamlines processes, saves money, and improves the overall quality of customer service. While outsourcing BPO services provides a host of benefits, it also comes with the challenges of managing a third-party relationship. This includes GDPR for data protection and ISO certifications for quality management.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

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

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. an agent at a pharmaceutical company, told us she’s a visual learner, so she likes to review new material with self-paced videos followed by instructor-led training. Performance And Quality Management.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

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

JULY 24, 2018

This video from my … Continue reading → The post Common Misconceptions of Customer Service Quality Standards appeared first on Brad Cleveland. Dig a little deeper, and we’ve found there are several common misconceptions that can hamper their development and use.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is … Continue reading → The post Defining Quality in Customer Service appeared first on Brad Cleveland.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Enghouse Interactive

JANUARY 15, 2021

The pandemic led to enormous additional pressure on customer service, in two main areas: Firstly, customer needs changed dramatically. Ensure high-quality interactions every time. Consistency is key when it comes to superior customer service. Expand channels to embrace video.

Self service 40

Self service CRM Quality management Feedback 40

Enghouse Interactive

JUNE 25, 2021

Deliver better customer service. If morale is high and agents feel satisfied, then they are more likely to be engaged in their jobs and to deliver a better service. Quality management. Quick action by managers can then stop them developing into larger problems for the agent.

Technology 40

Technology Morale Self service Analytics 40

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

Serenova

AUGUST 11, 2020

Businesses face ever-increasing expectations and the burden of an ever-growing volume and breadth of customer inquiries, which range from order status updates to product support to billing and more. A call center agent, sometimes called a customer service representative, is an employee that handles inbound or outbound customer calls.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

CSM Magazine

NOVEMBER 4, 2020

In contact centres, more employees than ever are working remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed our lives. Omnichannel CX – expectations around omnichannel service have significantly risen during the pandemic.

Self service 52

Self service Analytics Employee engagement Surveys 52

Playvox

JANUARY 13, 2022

This also means remote workers can have equal access to professional development tools such as performance management and training solutions. And when learning management solutions include multimedia training, this satisfies Gen Z’s inclination for video learning. . In fact, many think AI is the future of customer service.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

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

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Well, maybe that’s not an accurate statement.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Spearline

OCTOBER 7, 2020

Echo, overlapping noises i.e. talking over one another, ‘slow calls’, interrupted calls, and disturbed synchronization between voice and video during conferencing are all common effects that can easily end up damaging your business through loss of revenue and terrible customer experience. How does it work? Still not sure?

Customer Experience 52

Customer Experience Abandon rate Call flow Quality management 52

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning.

Customer Service 21

Customer Service Quality management Contact Center Call Center 21

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.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Brad Cleveland Blog

JULY 24, 2018

This video from my recent Lynda.com course “Quality Standards in Customer Service” summarizes these misconceptions and suggests how you can ensure everyone is comfortable, … They’re a good thing, right?

Customer Service 20

Customer Service Quality management Contact Center Call Center 20

Brad Cleveland Blog

JULY 24, 2018

This video from my recent Lynda.com course “Quality Standards in Customer Service” summarizes these misconceptions and suggests how you can ensure everyone is comfortable, … They’re a good thing, right?

Customer Service 20

Customer Service Quality management Contact Center Call Center 20

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning.

Customer Service 20

Customer Service Quality management Contact Center Call Center 20

Playvox

AUGUST 15, 2022

Agents who participated in the Playvox research shared their training preferences, which included varied formats, from self-paced videos followed by instructor-led training to time for independent, simulated, exercise-based training for new software prior to launch. When Training a Remote Workforce, Listen To Agent Preferences.

Contact Center 77

Contact Center Gamification Surveys Management 77

ProProfs Blog

APRIL 21, 2020

The customer satisfaction survey questions will majorly fall into four categories: Product satisfaction survey. Customer service satisfaction survey. #1. A company’s success is linked to the products and services it offers. It is important to collect feedback from the customer to better understand their needs.

Surveys 120

Surveys Customer Support Feedback Advertising 120

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

Monet Software

JANUARY 15, 2019

We’ve written many times that KPIs are essential for measuring the performance and efficiency of your business, and for keeping your agents on track toward meeting customer service goals. Who is filling out the quality management scorecards? This short video explains many of the benefits of our help desk solution.

Metrics 54

Metrics Quality management Management Customer Service 54

Monet Software

DECEMBER 21, 2018

February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

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

AUGUST 11, 2020

Businesses face ever-increasing expectations and the burden of an ever-growing volume and breadth of customer inquiries, which range from order status updates to product support to billing and more. A call center agent, sometimes called a customer service representative, is an employee that handles inbound or outbound customer calls.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Aspect

JULY 15, 2020

Some organizations even resorted to agents using their personal cell phones as tools of customer service. Service suffered, but many organizations found that sending agents home could not only work , but in fact, work quite well. . O rganizations simply did the best they could.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Enghouse Interactive

OCTOBER 27, 2021

The key when implementing an Artificial Intelligence (AI) platform is to ensure it analyzes the complete customer journey – from the first point of contact to the end.

Upselling 83

Upselling Contact Center Analytics Surveys 83