USAN

AUGUST 27, 2021

Put simply, speech analytics captures the voice of the customer and turns unstructured language into usable — and insightful — data. Speech analytics transforms agent-customer conversations into a rich transcript to categorize what was said and accurately perform root cause analysis.

Best practices 52

Best practices Analytics Scripts Contact Center 52

Blueship Call Center

FEBRUARY 13, 2023

While answering the phone could seem like a distraction from more crucial operational needs, providing excellent customer service is essential for gaining new clients and keeping existing ones. After all, when customers are deciding which companies to buy from or work with, customer assistance is a crucial factor.

outsourcing 49

outsourcing Call Center Technology Interactive Voice Response 49

Avaya

JULY 15, 2019

Agent efficiency and service personalization go hand-in-hand. After all, an organization can’t successfully connect with customers if it doesn’t assist those responsible for making the connections. Research suggests the current state of the agent experience is…well, dim. In fact, the No. In fact, the No.

Contact Center 62

Contact Center Personalization Interactive Voice Response Analytics 62

JustCall

OCTOBER 14, 2020

Did you know when is the toughest test for a customer service agent? Well, that's when handling an angry customer. Customers that are at the peak of their emotions and not ready to listen to any of your answers. In the daily life of a customer service agent, less than 3 % in a day is actually angry customers.

Customer Service 103

Customer Service Coaching Management Personalization 103

Avaya

AUGUST 12, 2019

New research from Vanson Bourne shows that almost all (94%) of organizations recognize the ability of AI to improve contact center performance, with 87% reporting that “adopting or improving AI in the contact center” continues to be a top priority for 2019. Yes, without a doubt.

Contact Center 50

Contact Center Chatbots Self service CRM 50

Nicereply

JANUARY 25, 2023

In our world of Support, self-sufficient is easily associated with the numerous initiatives and programs that build self-service resources and tools for customers. What we often don’t consider in this model is the employee experience. Why it is so important to invest in developing a self-sustaining team?

Coaching 52

Coaching Employee engagement Metrics Engineering 52

aircall

JULY 7, 2021

A customer-first culture makes for a successful business. You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . You’ll also see an improvement in customer acquisition and retention rates. .

Call Center 62

Call Center Analytics Self service Sales 62

Zingtree

OCTOBER 3, 2018

Did you know that, for every 1% improvement in first call resolution rate, contact centers will see a 1% improvement in customer satisfaction rates and a 1-5% improvement in employee satisfaction? FCR is typically measured in one of two ways: 1.

Scripts 58

Scripts Metrics Call Center First call resolution 58

Answer Dash

JUNE 25, 2019

(This article was originally published on Salesforce blog ) Now that customers engage directly with your company on more and more channels, the position of customer service has elevated from "cost center" to marketing tool, competitive differentiator, and linchpin in the quest for exceptional customer experience.

Customer Service 49

Customer Service Chatbots Engineering Education 49

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. Key players in the market include i2X , Cogito , and Gong.io. Click here to read the original. Voice Analytics. Chat Analytics.

Analytics 60

Analytics Coaching Engineering Contact Center 60

Solvvy

AUGUST 31, 2022

Successful marketers know that to capture new business — and keep customers coming back — they need to appeal to people’s emotions through engagement and ensure customers associate positive feelings with their brands. Measuring customer satisfaction requires collecting data and calculating your CSAT.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Call Experts

SEPTEMBER 18, 2019

We understand the need for a business to stay relevant and are dedicated to investing in our employees to ensure that we have a strong team to support the needs of our customers. We spend an intensive 2 weeks covering 60 hours of material with each newly hired agent. Customer needs influence curriculum.

Calibration 40

Calibration Coaching Call Center outsourcing 40

Amity

FEBRUARY 6, 2017

Say you’ve built a career supporting customers. Now, you are continuously hearing buzz about Customer Success, and you are wondering, “What does it take to make that jump into that world?” Even with that overlap, there are a few key differences between the two functions.

Customer Support 87

Customer Support Analytics Surveys Personalization 87

NICE inContact

JANUARY 19, 2016

Guest blog post from our friends at HireIQ. Despite the technological advances, one element is constant: it often takes a human agent to deliver an exceptional customer experience. Despite the technological advances, one element is constant: it often takes a human agent to deliver an exceptional customer experience.

Entertainment 48

Entertainment Contact Center Coaching Employee engagement 48

Help Scout

JANUARY 27, 2019

Every day the Help Scout Customers Team delivers friendly, helpful support via email, chat, and social channels on all manner of topics from features and functionality to billing, onboarding, and integrations. Career growth for customer support agents. Collecting and reporting on customer experiences to the product teams.

Customer Service 40

Customer Service Coaching Consulting Consulting 40

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Why customer trust is important for brand loyalty. Donald Porter.

Education 84

Education Best practices Feedback Personalization 84

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Without a single customer view and real-time insights, organizations struggle to deliver the quality experiences that customers are looking for today.

Customer Experience 72

Customer Experience Analytics Customer centricity Accountability 72

CX Journey

AUGUST 11, 2016

At its core, lean management is about maximising customer value while minimising waste. I recently caught up with Olivia McMillan , who manages a team of 35 agents handling 16,000 interactions per month in what REA Group calls its Customer Experience Centre, to ask her how the principles of lean thinking are exemplified within the business.

Construction 0

Construction Healthcare Advertising Feedback 0

CrazyCall

NOVEMBER 14, 2019

Customer empathy plays a critical role. High Customer Empathy leads to stronger financial performance, increased customer satisfaction, and customer loyalty. Empathy is surely innate quality, but it is also learned in life through experiences. What is Customer Empathy? The Advantages of Customer Empathy.

Interactive Voice Response 50

Interactive Voice Response Personalization Customer Service Customer Experience 50

Comm100

AUGUST 11, 2016

There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. The following list will provide you with 20 skills that customer service operators need to strengthen support across channels. “To improve is to change; to be perfect is to change often.”

Customer Service 43

Customer Service Scripts Sales Benchmark 43

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 207

Management Customer Service Consulting Consulting 207

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 42

Customer Service Average Handle Time Benchmark Personalization 42

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? Are they met by long wait times and low-performing agents? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 Or is the opposite true? What are the best approaches to implementing AI?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 182

Management Customer Service Consulting Consulting 182

Nicereply

NOVEMBER 7, 2023

You’ve just gotten promoted to manager of your customer support team, and you’re thriving. You’re great at optimizing processes, devising new programs to improve the customer experience, and you love collaborating and developing your team. ” Is the agent really always late?

Feedback 59

Feedback Construction Scripts Engineering 59

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Blog #3 Seeing is Believing! I n our previous blogs in this series, we explored how Microsoft Teams, when integrated into the Contact Center, helps provide a better experience for the end-customer and how it helps enhance agent productivity. .

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Uniphore

JANUARY 4, 2022

Trust Frictionless agent verification. Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Case Studies.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

aircall

MAY 24, 2021

It improves your company’s culture, streamlines operations, increases productivity, and improves performance. You could describe a digital transformation framework as using the latest and greatest technologies to enhance your existing processes with the ultimate goal of improving the customer experience.

Best practices 62

Best practices Call Center Technology Analytics 62

Mindtouch

JULY 13, 2020

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. What we mean by customer self-service is all the ways customers can resolve problems on their own without having to contact a live agent.

Self service 86

Self service Chatbots Contact Center Wait times 86

Comm100

SEPTEMBER 7, 2017

Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. In your opinion, what makes for great customer service? Download Free.

Average Handle Time 44

Average Handle Time Customer Service Feedback Call Center 44

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Customer service is becoming simultaneously more complex, and more crucial to success.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. connected customer journeys with 9 channels in most contact centers. of companies. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Nicereply

OCTOBER 29, 2019

Support provides happiness to customers. Every day, customer-facing agents pleasantly answer the phone or begin chats and emails with friendly tidings. They can hurt your customer loyalty, strain interpersonal relationships, and permanently stain your company’s reputation. We all have experienced a nightmare.

Feedback 75

Feedback Accountability Management Customer Service 75

aircall

AUGUST 10, 2016

Knowing what and how to measure is particularly true in a call center, where key performance indicators such as first call resolution, customer satisfaction, cost per call, etc are a prerequisite for effective decision-making. Customer Satisfaction. Agent Utilization ?. Call centers track on average more than 25 metrics.

First call resolution 48

First call resolution Call Center Metrics Abandon rate 48