Real Blue Sky

SEPTEMBER 12, 2023

As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service. That’s why it can pay to use a customer service vendor management expert.

outsourcing 105

outsourcing Management Customer Service Contact Center 105

SharpenCX

JULY 23, 2020

Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . This scene makes for good drama, but today contact centers look different. . The air seems tense.

Contact Center 101

Contact Center Call Center Education At home agents 101

Fonolo

FEBRUARY 20, 2020

Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. Handpicked related content: 7 Things Great Call Center Managers Do Every Day. This is their story. The Path to Leadership.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Call Experts

FEBRUARY 3, 2022

Whether you’re scaling or your business needs 24/7 support, there are advantages to outsourcing customer support over handling it in-house. . But before choosing the outsourcing solution that fits you best, you’ll have to do some homework. Answering services are like the middle man between your business and your customers.

Answering services 98

Answering services outsourcing Real estate Accountability 98

aircall

DECEMBER 28, 2020

That’s important because by optimizing distributed teams, you’ll get the maximum benefit from your call center. . The obvious question is why you might want to use a distributed team over asking all team members to work at your facility every day. Making the decision to scale your distributed teams is an easy one.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. The importance of fostering this type of culture What a consent culture looks like through the hiring process.

Coaching 98

Coaching Personalization Consulting Consulting 98

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Toister Performance Solutions

AUGUST 8, 2019

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Imagine you could develop a customer-focused culture. Are you interested? There are no quick fixes. Sure there is!

Customer Service 72

Customer Service Employee engagement Advertising Contact Center 72

Real Blue Sky

SEPTEMBER 12, 2023

As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service. That’s why it can pay to use a customer service vendor management expert.

outsourcing 52

outsourcing Management Customer Service Contact Center 52

Real Blue Sky

SEPTEMBER 12, 2023

As someone who’s been immersed in the customer experience realm for over three decades, I’ve seen businesses grapple with the complexities of managing customer contact centers – whether they were insourcing or outsourcing customer service. That’s why it can pay to use a customer service vendor management expert.

outsourcing 52

outsourcing Management Customer Service Contact Center 52

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. A frequent speaker and writer on engagement. . Connect with, and learn more about, Chris on his platforms:

Government 98

Government Employee engagement Management Personalization 98

Tenfold - Contact Center Blog

AUGUST 3, 2018

Today’s customers no longer simply rely on calling customer support for assistance. They now make use of whichever channel they can get the best and swiftest help, be it through knowledge bases, live chat, website, social media, SMS, and email. Here are the best practices. The US consumer market alone was at $1.5

Best practices 64

Best practices Customer Service Contact center software Self service 64

Russel Lolacher

JUNE 5, 2022

How knowledge transfer and culture can benefit from communication technology. He’s been heavily involved formally with HDI which is the world’s largest service and support professional association. Connect with Brandon on his platforms: Website. PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts. Google Podcasts.

Technology 93

Technology Employee engagement Personalization Customer Support 93

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? This article will delve into the world of Customer Support as a Service (CSaaS) , exploring the nature, types, and the profound impact it can have on your contact center.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. To create a true customer service culture where, by definition, customer needs are not just met but exceeded, customer-facing teams need to view customer service and sales as one and the same.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

Russel Lolacher

SEPTEMBER 27, 2022

A few reasons he is awesome – he’s the Head of Support and Training at the Planning Center , which builds applications specifically for churches. In fact, I think some of the best leaders, by example, are co workers that are peers, or people that are just, you know, volunteering alongside you.” PLAY AND SUBSCRIBE.

Personalization 52

Personalization Feedback Coaching Employee engagement 52

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. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych.

Management 207

Management Customer Service Consulting Consulting 207

ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. 20 Customer Success Predictions for 2020 . The year was 1909. Nikola Tesla predicts the development of Wi-Fi in a New York Times article. Dig in and enjoy. . . . Customer results will sell, not features.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych.

Management 182

Management Customer Service Consulting Consulting 182

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

call center workforce 52

call center workforce Call Center Management Gamification 52

aircall

MAY 24, 2021

It improves your company’s culture, streamlines operations, increases productivity, and improves performance. Setting up the right digital transformation framework makes a huge difference in how well your call center runs. All those things require a framework that enables everything to work together in perfect harmony.

Best practices 62

Best practices Call Center Technology Analytics 62

Global Response

MARCH 18, 2022

Omnichannel contact centers: the evolution of customer communication. When you think of the best forms of customer communication, what jumps to mind? Or, for some companies, the majority of contacts come over the phone. So what’s the best form of customer communication? What is an omnichannel contact center?

Contact Center 71

Contact Center Call Center Best practices contact center solutions 71

JivoChat

FEBRUARY 22, 2023

This guide will provide you with a comprehensive step-by-step overview of everything you need to know about outsourcing your ecommerce in 2023 - from choosing the right partner and evaluating prospective services to implementing cost-effective strategies for maximum return on investment. from 2023 to 2030.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

NobelBiz

FEBRUARY 22, 2023

Many companies rely on BPO contact centers to handle customer support. In today’s environment, people don’t simply call for help; they also utilize digital channels such as Social media, SMS, chat, and email. Contact centers provide a wide range of support services under one roof. However, it is not without drawbacks.

Call Center 52

Call Center Contact Center contact center solutions Cloud contact 52

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. How to Eliminate Hold Time in Your Call Center. Everything from your product to brand voice and color will impact how customers feel about your brand. They were right.

Advertising 120

Advertising Call Center Airlines Metrics 120

Russel Lolacher

FEBRUARY 20, 2023

A few reasons why he is awesome – he is the a speaker and trainer and the CEO of the Center for Work Ethic Development which helps equip and train organizations across the globe to better prepare their workforce for employment and lifelong success. How defining terms organizationally and culturally is important.

Education 52

Education Personalization Employee engagement Coaching 52

Amity

APRIL 24, 2017

From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. In the beginning, I was heavily focused on Product and Development, but my primary focus over the last two years has been to serve as the VP of Customer Success.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

Expivia

APRIL 1, 2021

Hiring the Best Call Center Associates. Through the 25 years of running a call center we have tried many different methods of trying to figure out what methods and what traits we look for when hiring the best call center associates for our center.

call center association 52

call center association Call Center Education outsourcing 52

CrazyCall

MAY 20, 2019

New best practices, strategies, techniques, and approaches spring up like mushrooms and it’s hard to keep track of them. I like to start off my calls by saying something along the lines of “I’ve got extra customers who are looking for the service you offer, can you service them for me”. Especially when you’re working in sales.

Sales 123

Sales Coaching Scripts Education 123

Branch Mesenger

APRIL 26, 2018

I'm excited to introduce today's guest Andrea Johnson , senior counsel for state policy at the National Women's Law Center. So, I wanted to kick things off and and first ask you, why scheduling legislation is so important to you and the work that you do at the National Women's Law Center? Andrea Johnson: Thank you.

Transportation 74

Transportation Healthcare Education Metrics 74

Comm100

APRIL 26, 2020

We picked his brains for the very-best CX tips, predictions and expert analysis. We picked his brains for the very-best CX tips, predictions and expert analysis. Customer Experience is just the best… not just the work, but the people doing the work. I’m glad you called that out. Check out the interview below.

Customer centricity 52

Customer centricity Real estate Feedback Chief Customer Officer 52

Netomi

APRIL 7, 2023

Sure, you can hire a customer service leader consultant , but if you are looking for the best in-house operators, you’ve come to the right place. Sure, you can hire a customer service leader consultant , but if you are looking for the best in-house operators, you’ve come to the right place.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

Comm100

MAY 1, 2018

Luckily, all the online finger-pointing doesn’t have to spill over into the workplace. Use the following tips for managing multigenerational teams to help you harness the best of these powerful generations. With this knowledge, companies can establish best practices for recruiting, retaining, and motivating different age groups.

Management 41

Management Education Surveys Government 41