Myra Golden Media

APRIL 28, 2021

I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. 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.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

Myra Golden Media

FEBRUARY 10, 2023

One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. For more help with call control, check out my De-escalation Academy. For more help with call control, check out my De-escalation Academy.

Average Handle Time 156

Average Handle Time Contact Center Customer Experience 156

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. So, if you’re ready to take your contact center to the next level, read this article!

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Myra Golden Media

JUNE 23, 2020

Companies are still running behind on shipments, and many contact centers are experiencing extremely high volume. ” As a certified Master Crisis Prevention and De-escalation Instructor, I have the expertise to guide you through the COVID-19 stressful encounters you’re sure to have with customers.

Contact Center 262

Contact Center Personalization Customer Service Customer Experience 262

Eptica

DECEMBER 22, 2022

Auteur: Laurianne Merour - Digital Marketing Manager L'IA automatise les tâches complexes et permet de reconnaître les agents qui ont fourni un excellent service. Les agents des centres d'appel sont en première ligne de l'expérience client (CX) et représentent votre entreprise auprès des consommateurs.

Chatbots 104

Chatbots Self service Marketing Management 104

teleopti

OCTOBER 9, 2018

Fatores como crescentes temperaturas, períodos de férias escolares e feriados religiosos são grandes incentivadores para os negócios. As vendas de produtos relacionados sobem subtamente, o que pode ser um problema quando pensamos no impacto para os contact centers.

Contact Center 48

Contact Center 48

teleopti

OCTOBER 9, 2018

A Teleopti, líder mundial em software de Gerenciamento da Força de Trabalho para contact centers, anunciou hoje sua inclusão, por mais uma vez, juntamente com a ZOOM International, no recém-publicado relatório “Gartner, Quadrante Mágico da Otimização da Força de Trabalho em Contact Centers”, elaborado por Jim Davies e publicado em 20 de novembro de (..)

Contact Center 48

Contact Center 48

ShepHyken

APRIL 17, 2023

Make sure that anybody who comes into contact with the patient and the patient’s family members, from doctors to billing and housekeeping, are properly trained on customer service.” What is the best way to de-escalate patient complaints? ” About: Jennifer L.

Healthcare 156

Healthcare Customer Service Education Customer Experience 156

Eckoh

MARCH 11, 2019

SSL is good for online security, and Chip & Pin is ideal for face-to-face sales but what about transactions made over the phone to your contact center? De-scoping the contact center: What are my objectives? But it's important that contact center security costs don't escalate out of control. billion by 2020.

Contact Center 40

Contact Center industry standards Sales Management 40

Myra Golden Media

DECEMBER 17, 2018

I want to talk to you about why your employees can’t seem to de-escalate intense interactions. Three Reasons Your Employees Can’t De-escalate. In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. The employee’s initial contact was negative and final.

Coaching 274

Coaching Management Customer Service Call Center 274

ShepHyken

SEPTEMBER 4, 2019

He shared with me a phenomenon he referred to as the de-evolution of a business. My friend Nelson Griswold refers to this business life cycle as the de-evolution of a business. For information, contact 314-692-2200 or www.hyken.com. The post The De-Evolution of a Business appeared first on Shep Hyken.

Entertainment 282

Entertainment Feedback Customer Experience Customer Service 282

Aspect

MARCH 16, 2021

Nossa Série de Parceiros em Destaque entrevista os principais parceiros da Aspect em todo mundo e destaca o impacto nas experiências de agentes e clientes. No dia 01 de março anunciamos a disponibilidade de Aspect® Via no Brasil e hoje destacaremos a iLink Solutions, que está pronta para trazer Aspect Via para a região.

Contact Center 118

Contact Center 118

Aspect

NOVEMBER 12, 2020

Con su amplio portafolio de soluciones, Aspect Software está apoyando los diferentes sectores de la economía y d ados los extraordinarios resultados y su crecimiento obtenido en Latinoamérica durante 2020, estamos ampliando nuestra red de canales en algunos países. .

Contact Center 118

Contact Center Marketing 118

BlueOcean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability. What are the measures of success for your DE&I initiatives?

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Eptica

DECEMBER 8, 2022

Auteur: Laurianne Merour - Digital Marketing Manager Il est essentiel de réduire les taux d'abandon si vous voulez satisfaire vos clients et garantir l'efficacité opérationnelle. Lorsque quelqu’un contacte votre service client, il veut des réponses rapides et justes à ses questions. Publié le: 08 Décembre 2022.

Coaching 62

Coaching Self service CRM Marketing 62

Eptica

OCTOBER 20, 2022

Date: Thursday, Octobre 20, 2022 Author: Laurianne Merour - Digital Marketing Manager Support client : 7 conseils pour réduire les temps de réponse. Auteur: Laurianne Merour - Digital Marketing Manager Pour protéger votre e-réputation et faire de la vitesse de traitement des demandes des clients une priorité.

Self service 62

Self service Chatbots First call resolution CRM 62

ShepHyken

JUNE 9, 2021

Apologize for it and begin to work on the solution, which should de-escalate the anger. For information, contact 314-692-2200. Even over the phone, they can tell if you’re distracted. Deal with the customer’s anger quickly. Acknowledge it early in your conversation. Stay calm and don’t lose your cool. Follow on Twitter: @Hyken.

Customer Service 372

Customer Service Management Personalization 372

Eptica

NOVEMBER 24, 2022

Date: Thursday, Novembre 24, 2022 Author: Laurianne Merour - Digital Marketing Manager 4 bonnes pratiques pour favoriser le changement de canal. Auteur: Laurianne Merour - Digital Marketing Manager Faites la promotion de vos nouveaux canaux Comment encourager vos clients à utiliser davantage les canaux digitaux ?

Self service 62

Self service Marketing Management 62

Eckoh

NOVEMBER 2, 2018

Removing your contact center from the scope of PCI DSS audit is a smart strategy – we call it ‘de-scoping’. But how are you going to convince your business and senior management that it’s the right move?

Contact Center 40

Contact Center Management 40

Eptica

NOVEMBER 9, 2022

Auteur: Laurianne Merour - Digital Marketing Manager Le service client, moteur de l'activité de l'entreprise Les entreprises évoluent dans un contexte très difficile, et les conditions risquent de se durcir encore. Et faire des économies sur le service client est la pire idée qui existe.

Transportation 62

Transportation Self service Chatbots Marketing 62

Myra Golden Media

MAY 24, 2018

In a few weeks, I’ll be delivering my popular 3-Step De-escalation Workshop at Customer Contact Week in Las Vegas. Attendees in my session will learn precisely how to de-escalate with extremely challenging customers. My de-escalation steps are Respond, Reframe, and Resolve. Step 1: Respond.

Construction 196

Construction 196

Myra Golden Media

MAY 21, 2021

I’m holding office hours, answering your questions about call control, de-escalation, and delivering bad news! Ask your questions live or submit ahead of the meetup on my contact page. Q & A starts LIVE at noon CST on Wednesday, May 26, 2021. I can’t wait to see you LIVE on 5/26 at noon CST!

Customer Experience 136

Customer Experience 136

Eptica

JULY 7, 2022

Date: Thursday, Juillet 7, 2022 Author: Laurianne Merour - Digital Marketing Manager Êtes-vous prêt à passer au niveau supérieur de l'expérience client ? Auteur: Laurianne Merour - Digital Marketing Manager Êtes-vous prêt à passer au niveau supérieur de l'expérience client ? Publié le: 07 Juillet 2022.

Customer centricity 62

Customer centricity Chatbots Marketing Management 62

Myra Golden Media

JANUARY 8, 2020

Liquid has come in contact with this phone. Let Me Help You De-escalate. If you find that you need more help with de-escalation, consider my online De-escalation training , which I’ve made available on LinkedIn Learning. We took my son’s phone in for repair. After looking at the phone, the employee said.

Customer emotions 177

Customer emotions Call Center 177

Eptica

AUGUST 4, 2022

Une page web qui ne se charge pas, un panier qui n'est pas mis à jour, une commande facturée en double, des frais cachés au moment de valider un achat, un vendeur peu avenant, ou des ruptures de stock sont autant d'exemples d'interactions qui peuvent influencer la satisfaction client.

Self service 62

Self service Interactive Voice Response Chatbots Marketing 62

Fonolo

MAY 20, 2021

Here, we’ll look at how to best handle escalations in a contact or call center to ensure your customer feels satisfied, and to learn more about how you can improve your company’s operations. The Contact Center Playbook for Improving Customer Satisfaction. What is an escalation in a contact center? It’s just polite.

Contact Center 148

Contact Center Call Center Management Customer Service 148

Eptica

MAY 5, 2020

Date: Tuesday, Mai 5, 2020 Author: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Le CNED : un cas d’école en matière de gestion d’un pic d’activité. Depuis la mise en place du confinement et la fermeture de l’ensemble des établissements scolaires, son rôle est plus crucial que jamais.

Management 93

Management 93

Inbenta

DECEMBER 21, 2023

Here’s what you’ll learn: Definitions to the latest AI buzzwords and trends; Key differences and use cases of Generative AI and Conversational AI; Use cases for AI across customer service, contact center, knowledge management and as a productivity multiplier; Roadblocks and compliance barriers associated with AI.

Chatbots 52

Chatbots Enterprise Contact Center Sales 52

Acquire BPO

MAY 18, 2021

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP of People and Culture, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council. The post Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council appeared first on Acquire BPO. Congratulations, Ivy! AcquireProud.

contact center associations 98

contact center associations Government Employee engagement Contact Center 98

Eptica

MARCH 19, 2020

Auteur: Arnaud Dufournet - Chief Marketing Officer Si les Français privilégient encore le téléphone et l' email pour contacter un service client, le développement du canal vidéo est prometteur pour l’avenir de la relation entre l’entreprise et les consommateurs. Un enjeu de taille, sans doute, mais pourtant essentiel.

Benchmark 79

Benchmark Marketing Customer Experience 79

Myra Golden Media

FEBRUARY 4, 2023

So, what are the top five underutilized soft skills for contact center agents? For more help with conversation control, check out my De-escalation Academy. With these five skills, you’ll have more control over calls and chats. Most people don’t use the skills that give them the most power. Glad you asked!

Contact Center 156

Contact Center Average Handle Time Healthcare Personalization 156

Aspect

JUNE 18, 2019

Yogi Berra não sabia muito sobre contact centers, mas parece que ele teve uma grande visão da primeira fase do processo de planejamento da força de trabalho quando disse: “É difícil fazer previsões, especialmente sobre o futuro.”

Contact Center 91

Contact Center Marketing Management 91

Hello Customer

JANUARY 10, 2022

La société compte 1,8 million de clients particuliers et professionnels et s'appuie sur une expérience client exceptionnelle pour atteindre son objectif de devenir le fournisseur d'énergie le plus demandé en Belgique. L'entreprise utilise Hello Customer depuis le début de 2019 afin de mieux connaître les attentes de ses clients.

Coaching 52

Coaching CRM Consulting Consulting 52

Quadient

OCTOBER 27, 2021

De nos jours, les clients s’attendent à ce que chacune de leurs expériences avec une marque ou un fournisseur soit rapide, simple et pratique. Chaque entreprise se doit donc de comprendre ses principaux parcours client. Wed, 10/27/2021 - 13:41. Qu’est-ce que la gestion du parcours client ?

Technology 52

Technology 52

Inbenta

OCTOBER 30, 2023

Here’s what you’ll learn: Definitions to the latest AI buzzwords and trends; Key differences and use cases of Generative AI and Conversational AI; Use cases for AI across customer service, contact center, knowledge management and as a productivity multiplier; Roadblocks and compliance barriers associated with AI.

Chatbots 52

Chatbots Enterprise Contact Center Sales 52