CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels. This approach proved successful.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s “Top Five” with a trends report from Deloitte. It’s common for businesses to have clear standards on how employees should interact with customers. Here are my top five picks from last week.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. You not only praise your employee, but you tell them why you appreciate what they’ve done. . Plenty of great comments.

Feedback 325

Feedback Customer Service 325

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. accounting, legal services).

Customer Service 307

Customer Service Surveys Customer Experience Accountability 307

ShepHyken

MAY 21, 2021

She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. In fact, getting team communication right could halve your employee turnover rate. This is especially true for customer service teams.

Customer Service 329

Customer Service Morale Management Customer Support 329

ShepHyken

DECEMBER 27, 2022

She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies. Listen to your employees, too, not just your customers. Leaders must be listening for employee engagement and burnout.

Healthcare 310

Healthcare Customer centricity Employee engagement Surveys 310

ShepHyken

JANUARY 30, 2023

According to the State of Experience & Service Report, here are the most important customer-centric objectives for 2023: Analyzing and using customer feedback. Plus, Josh shares more stats and insights from the 2023 State of Experience & Service Report including how perks and compensation ranked in what makes employees happy.

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Customer Support 313

Customer Support Employee engagement Call Center Scripts 313

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang. Absolutely!

Customer Service 331

Customer Service Customer centricity Government Upselling 331

TechSee

JUNE 16, 2021

The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product return rates , and improving the overall customer experience. Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement.

Best practices 251

Best practices Wireless Enterprise Engineering 251

ShepHyken

NOVEMBER 8, 2022

Creating Defining Moments for Customers and Employees. Why Businesses Should Invest in EX (Employee Experience) as Much as CX. Top Takeaways: A defining moment for the employee or the customer is an event that truly matters to them. Every employee in your organization impacts a customer’s overall experience.

Employee engagement 156

Employee engagement Customer Care Metrics Customer Experience 156

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles. Some examples of companies experiencing early success with this are in the financial services industry.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience. And if so, how?

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ShepHyken

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Most said they had to wait 30 minutes or longer for an agent when placing a customer service call.

Customer Service 167

Customer Service Chatbots Surveys Personalization 167

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

The Northridge Group

JULY 20, 2023

A driving force behind business leaders’ push to return to the office is concerns that working from home has negatively impacted employee productivity, as staff members have little oversight and too much independence. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights!

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

CSM Magazine

JANUARY 29, 2024

89% of consumers said they are more likely to buy from a business again if they have a positive customer service experience. Improving customer service is easier said than done, and typically involves potentially costly employee training. there were common skills among all the top customer service representatives.

Customer Service 52

Customer Service outsourcing Call Center Sales 52

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. Encourage employees to share challenges and successes openly. Tip #3: Cultivate a partnership mindset.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

TechSee

FEBRUARY 12, 2024

This post will explore how enterprise leaders can find the optimal first initiative for using AI to augment or automate their customer experience or service. Involve employees in the process Employee input is a critical data source when identifying the ideal first use case or team for the initial AI rollout.

Enterprise 109

Enterprise Best practices Technology Customer Experience 109

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. How are these policies enforced? These days, most employees are more than familiar with the stereotypically hours-long, rote harassment training sessions (complete with videos from the 90s.)

Contact Center 71

Contact Center outsourcing Government Customer Care 71

BlueOcean

OCTOBER 23, 2023

How many full-time employees do you have? List address & number of employees for each location) What percent of your workforce is remote/work-at-home? Client Service What is the average length of your client relationships? What percentage of your employees live within an hour of your primary market? Hourly staff?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

TechSee

OCTOBER 5, 2020

In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. As a central part of CX metrics, Customer Effort Score (CES) is emerging as a core KPI in field services.

Customer effort 207

Customer effort Metrics Customer centricity Surveys 207

Fonolo

DECEMBER 15, 2022

Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. Provide Self-Service Options. It’s no wonder that self-service technologies are on the rise in the call center industry.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

24-7 InTouch

MARCH 21, 2024

Winnipeg, MB – March 21, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader in Customer Experience (CX) Services Transformation in the NelsonHall 2024 Vendor Evaluation & Assessment Tool (NEAT) report.

Enterprise 64

Enterprise Technology Marketing Feedback 64

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. The Report analyzes WFM market activity and provides 5-year projections. To order your copy of the Report, visit dmgconsult.com.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

Fonolo

FEBRUARY 14, 2023

Let’s face it; repetitive taskwork is tedious and leads to employee burnout. FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Improved agent happiness Successful businesses know that employee happiness is directly linked to customer happiness.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. This highlights a significant issue: neglecting customer service.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Playvox

NOVEMBER 15, 2022

Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before. Coach And Develop Your Customer Service And Support Team. Globally, a 2022 Gallup report shows that only 21% of employees are engaged in their work, with about 35% of the U.S.

Management 86

Management Schedule adherence Coaching Contact Center 86

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Download the full industry report FREE: The State of the Contact Center 2020 . CX & Customer Service Expert, Founder of ThinkCX. One recurring theme was that of agent satisfaction.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Keep reading to see a summary or download the complete report here. Is burnout gripping your contact center? The responses were anonymous.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Fonolo

FEBRUARY 29, 2024

Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? ” State of the Workforce In an era where very high customer service expectations collide with labor shortages, contact center leaders need to do more with less. Agents feel it too.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

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. Let’s take a breather.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128