Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

NOVEMBER 16, 2021

In this article, we explore the influence of emotional intelligence in companies and how to unlock it for contact centers. In this article, we explore the influence of emotional intelligence in companies and how to unlock it for contact centers. This ability is also necessary for the development of self-confidence.

Contact Center 52

Contact Center Coaching Sales Consulting 52

Global Response

MARCH 27, 2023

In this article, our team of experts outlines the four key attributes of good—and great—customer service, and the key tactics and strategic insights to know as you implement them at your organization. These are speed , accessibility, connection (or friendly service), and helpfulness (or agent knowledge). Accessibility.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Fonolo

NOVEMBER 17, 2020

Increasing Empathy. The one word that came up time and time again in our research was ’empathy.’ Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

JANUARY 29, 2021

Most people tend to think of training as a “one-and-done” experience. For support agent training, that’s simply not enough training to really become experts in their field. How to lead with empathy. Call Center Training For Your Support Agents. Keep call center agents motivated and engaged. When to ask for help.

Best practices 62

Best practices Call Center call center software Morale 62

BlueOcean

JUNE 26, 2018

Paul: I believe there are really three parts to the process: active listening, great note-taking, and agent ownership. It begins with training agents to pay active attention to what your customer is saying – not just the primary information like their name and address, but even the small comments, maybe something said in passing.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Should you throw in the towel and brace yourself for the inevitable worse?

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

aircall

JUNE 11, 2021

Phone communication lacks visual cues, and without them, your sales reps and support agents only have their words, tone, and inflection to communicate messages to your customers. Voice communication is a powerful tool for persuading and influencing small business customers. Why Voice Communication Is Important.

voip 62

voip APIs Call Center Telecommunications 62

NobelBiz

JANUARY 23, 2024

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. We’ll offer valuable insights, actionable strategies, and best practices to transform your contact center’s customer support and skyrocket customer satisfaction.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

HireIQ

DECEMBER 23, 2019

Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their interactions with your brand even more than pricing in most cases. Your first instinct may be to increase coaching efforts or training to alter agent behavior on the phone.

Contact Center 52

Contact Center Morale Metrics Analytics 52

CSM Magazine

FEBRUARY 18, 2020

Customer service models are changing, particularly with digital marketplaces providing new work opportunities and freedom for people to earn money on their own terms. Don’t forget that a lot of people gig because they want to work outside of traditional times – something that will suit your CX function down to the ground.

Customer Service 59

Customer Service Technical Support outsourcing Coaching 59

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

NobelBiz

AUGUST 28, 2023

In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving. Because we wanted this awesome information to reach as many people as possible, we thought we would distill all the important.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140

Netomi

JANUARY 5, 2022

That’s why we feel compelled to introduce our readers to a larger scope of people who inspire a world of excellent customer experience and thought leadership. That’s why we feel compelled to introduce our readers to a larger scope of people who inspire a world of excellent customer experience and thought leadership.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Automated Call Summaries and Real-Time Agent Assist automate post-call work and help contact center agents respond with empathy and speed.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

NobelBiz

FEBRUARY 27, 2023

Agents who possess excellent communication skills and product knowledge, able to provide seamless interactions. In this article, we will elaborate on the key elements that underlie the success of contact centers. Helping agents provide accurate information to customers, reduces their frustration and enhances their experience.

Contact Center 52

Contact Center Self service Metrics Wait times 52

aircall

JUNE 18, 2021

In this article, we look at how to define, measure, and increase customer engagement. Fostering a strong culture of customer engagement means you can’t just focus on increasing your revenue. To address this sentiment, you need to increase customer engagement and build meaningful relationships with consumers. Video Views.

Interactive Voice Response 71

Interactive Voice Response Feedback Metrics Marketing 71

HireIQ

AUGUST 5, 2020

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Emotional intelligence skills are also in higher demand as callers require more empathy and human contact. Customer Data: Is It Reliable; Best Use Cases for Recovery.

Analytics 52

Analytics Contact Center Call Center Enterprise 52

TechSee

DECEMBER 5, 2017

Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support. According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B.

Contact Center 116

Contact Center Technology Self service Call Center 116