VHT

APRIL 9, 2019

In fact, many regulation breeches happen at the contact center level by agents who are unaware of guidelines or who are not properly trained. Financial services providers that have outbound contact centers have to abide by specific guidelines established by the Telephone Consumer Protection Act. or after 9 p.m.

Contact Center 48

Contact Center Interactive Voice Response Personalization Service level 48

Ameyo

NOVEMBER 9, 2020

Today after 10 months of … A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services Read More » The post A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services appeared first on Ameyo.

Telecommunications 52

Telecommunications Customer Service Contact Center 52

Ameyo

NOVEMBER 9, 2020

Today after 10 months of … A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services Read More » The post A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services appeared first on Ameyo.

Telecommunications 52

Telecommunications Customer Service Contact Center 52

Bill Quiseng

JANUARY 10, 2016

In my experience as a leadership change consultant , the following four guidelines can help you effectively engage with your customers in all situations: Greet : Greet every customer with a smile, make eye contact. Why Your People Need Guidelines, Not Policies. 4 Steps to Provide Exceptional Customer Service.

Consulting 97

Consulting Consulting Scripts Employee engagement 97

Bright Pattern

SEPTEMBER 12, 2018

The following guidelines should help you begin planning a smooth implementation of a cloud contact center: Learn about your business’s particular needs, your customers’ expectations, and the type of services you anticipate delivering, for both current operations and future growth.

Cloud contact 49

Cloud contact Contact Center 49

Guru

DECEMBER 20, 2018

That playbook usually takes the form of a brand book or guidelines document. In order to execute a brand effectively, employees need a playbook on how to talk about it; how and when to use certain visual aspects of your brand; and most importantly, the wrong way to use it. At Guru, we have a 40-page brand book.

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Beyond Philosophy

FEBRUARY 16, 2024

Are they rigid guidelines? Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Do they offer absolute answers? Are they timeless?

Construction 221

Construction Personalization 221

ShepHyken

DECEMBER 26, 2023

In most instances, the word guidelines are better than rules. It may not be your fault, but it’s now your opportunity to solve a problem. Be more flexible – Don’t be so rigid with rules unless they are legal rules. You know where you want to go.

Customer Service 394

Customer Service Accountability Customer Experience 394

CSM Magazine

JUNE 23, 2016

So, apart from rules that tell an employee what they can or can’t do, it’s also essential that employees have guidelines as well. These guidelines will provide the boundaries that allow your employees to make decisions for the benefit of the customer – and the organization – without having to seek a supervisor’s approval every time.

Customer Service 58

Customer Service Government Scripts Personalization 58

Voiance

MARCH 3, 2021

On January 13, the Consumer Financial Protection Bureau (CFPB) released a statement encouraging financial institutions to make their products and services more accessible to limited-English-proficient (LEP) customers.

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Steve DiGioia

FEBRUARY 7, 2022

They can be guidelines that describe quality, performance, safety, terminology, testing, or management systems, to name a few. But, and this is a big but… When employees know they can continually bypass certain rules, guidelines, or procedures because the boss never seems to hold them accountable, they become emboldened.

Enterprise 345

Enterprise Management Accountability Customer Service 345

Steve DiGioia

JANUARY 17, 2022

Let’s say you’ve just given one of your team a new set of guidelines or a specific, but complex, task to do. Here are some general guidelines for assuring that your message is clearly communicated. This mindset seems to match those who never ask for directions because they can make their own decisions.

Customer Service 291

Customer Service Management 291

Contact Center Pipeline

OCTOBER 14, 2020

In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But what if you don’t know if you are ready to go to the cloud? Or what if you want to leverage what you’ve already got? Here are 5 key decisions to […].

Technology 232

Technology Contact Center Service level Call Center 232

Beyond Philosophy

JUNE 10, 2023

The corporate structure with its trademarks, colors, taglines, and messaging guidelines are irrelevant to customers. Despite being legalistic trademarks, brands have become an entity, almost human-like, with which people form a personal connection. Creating an attachment is crucial.

Banking 195

Banking Accountability Personalization Customer Experience 195

Verint

DECEMBER 20, 2017

On December 12, 2017, the Article 29 Working Party (“Working Party”) published its guidelines on transparency under Regulation 2016/679 (the “Guidelines”). The Guidelines aim to provide practical guidance and clarification on the transparency obligations introduced by the EU General Data Protection Regulation (“GDPR”).

Personalization 29

Personalization Accountability 29

Callminer

MARCH 30, 2020

However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. Make Lulls in Response Time Clear to Customers.

Best practices 207

Best practices Contact Center Call Center Interactive Voice Response 207

ShepHyken

JULY 12, 2022

Empower them with broad guidelines and proper training, and they will do great things for the customers.” They call it the TakeCare It is a culture that is all about listening, having empathy, responding with clarity, and delivering on the customer’s expectations.

Sales 292

Sales Marketing Customer Service Technology 292

The Northridge Group

SEPTEMBER 13, 2023

Guideline Development For a Quality Monitoring program to be successful, enforceable guidelines must be in place. The guidelines should be specific to the contact center’s Key Performance Indicators (KPIs) and the customer issues that it services. Well-designed role-playing exercises can help bridge that gap.

Government 67

Government Contact Center Coaching contact center associations 67

Sabio

MAY 16, 2018

At the beginning of the year we highlighted Messaging as a customer communications channel we thought had significant momentum and that was poised for further expansion during 2018.

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50

ShepHyken

DECEMBER 28, 2022

Rules should be guidelines.  . Excuses show weakness. Explanations are reasons that can be followed up with how you plan to fix the problem. . Be flexible. Excellent customer service lies in flexibility. Avoid phrases customers hate, such as, “It’s not my department,” or, “That’s our company policy.” Train and empower your employees.

Customer Service 328

Customer Service Personalization Accountability Sales 328

Callminer

FEBRUARY 9, 2020

To ensure your contact Center agents keep up their great work, take a look at these call center floor rules and guidelines.

Call Center 182

Call Center Contact Center 182

Quadient

JULY 22, 2019

Recently, I wrote about how Quadient’s new AI, ML and NLP-based technology can help in the RFP writing process by reading through thousands, or even millions of your customer communications to analyze how your applications can be best grouped as you create the customer communication portfolio of the future.

Management 45

Management Technology 45

Taylor Reach Group

FEBRUARY 26, 2019

The process of implementing any new technology in your Contact Center can often be daunting. What is the best process for establishing which technologies are best aligned with your organizational goals and needs?

Best practices 85

Best practices Contact Center Technology Consulting 85

VirtualPBX

JUNE 1, 2023

While it varies across jurisdictions, there are essential guidelines and regulations that businesses must navigate to ensure compliance and avoid potential legal consequences. The law also establishes guidelines for message content, frequency, and the provision of opt-out mechanisms. Is Text Messaging Legal For Businesses?

Government 98

Government Telemarketing industry standards Best practices 98

Steve DiGioia

FEBRUARY 18, 2021

Yes, the clerk must be professional and act within guidelines. If I am dealing with a store clerk, or manager, over any length of time, I prefer them to have flexibility in how they deal with me and be able to show some genuine interest in my business. Is the Boss Out of Touch With Today’s Business?

Scripts 246

Scripts Personalization Management 246

Help Scout

AUGUST 22, 2023

Communicating bad news to customers can be complicated, but following a few basic guidelines will ensure you say it right the first time and every time. Read the full article

Customer Service 75

Customer Service 75

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. A remote work location requires a different mindset from contact center management — and a distinct set of guidelines. Measure Performance.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

AWS Machine Learning

DECEMBER 18, 2023

In simple terms, ISO 42001 is an international management system standard that provides guidelines for managing AI systems within organizations. The AI industry reached an important milestone this week with the publication of ISO 42001.

Government 126

Government Engineering Analytics Technology 126

COPC

FEBRUARY 15, 2023

Before we provide four key guidelines, let’s begin by addressing some foundational recommendations that are critical when developing, implementing and refining self-service strategies. However, these guidelines are a good starting place to spark your CX transformation! Here are just a few that COPC uses to help our clients: 1.

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85

COPC

JANUARY 9, 2024

The requirements for obtaining COPC certification involve thoroughly evaluating the organization’s processes and measuring performance against the COPC CX Standard’s best practices and guidelines. The COPC CX Standard was originally established in 1996 and has continued to evolve to address changing industry dynamics.

Customer Experience 75

Customer Experience Customer centricity Customer Care Best practices 75

LiveVox

JULY 5, 2022

Find out how you can improve your omnichannel orchestration by following these guidelines for financial services. The post Omnichannel Orchestration Guide for Your Financial Services Call / Contact Center appeared first on Livevox.

Contact Center 83

Contact Center 83

Help Scout

AUGUST 22, 2023

Make better use of the private or internal notes feature of your help desk more effectively by following these guidelines for effective, helpful notes. Read the full article

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Bill Quiseng

APRIL 25, 2021

We got everyone involved at all levels of the organizations, followed local, state, and federal guidelines which changed week-to-week, and innovated, looking at every possible solution to keep us safe. During the pandemic, we plastered doors and floors with social distancing decals, and walls with CDC guidelines posters.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

MiaRec

OCTOBER 26, 2022

The Center for Medicaid and Medicare Service (CMS) has issued some new major changes to the compliance rules and guidelines that will apply to Medicare Advantage and Part D plans. The new CMS requirements will apply to all independent insurance agents and are set to take effect starting in 2023.

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JivoChat

DECEMBER 6, 2022

Have at least 1.000 subscribers; Have a minimum of 4.000 watch hours in the previous 12 months; Comply with the community guidelines ; Have no community guideline strikes; Live in a country or region where the YouTube Partner Program is available; Have a linked Google AdSense account; How to Apply to YouTube Partner Program.

Advertising 75

Advertising Accountability Marketing 75

Natalie Petouhof

JULY 14, 2015

Tweet The Consumer Goods Forum has created and agreed on a new set of ‘ Consumer Engagement Principles ’ (the “Principles”). The industry-wide Principles will act as a framework for how companies engage with their consumers, and are designed to promote an environment of trust and pro-active consumer communication.

Strategic Value 45

Strategic Value Feedback Personalization Marketing 45

DMG Consulting

DECEMBER 7, 2021

This includes auditing and compliance functions that need to make sure employees follow the company’s rules and guidelines when interacting with customers and prospects. The legal department can capture and understand facts from the voice of the customer or the voice of the employee, to support a legal position.

Analytics 77

Analytics Contact Center Enterprise Consulting 77