Toister Performance Solutions

JANUARY 27, 2022

We had just sat down to review a call, and it wasn't going well. The call had been fairly good overall, but that's not what he focused on. What is contact center quality assurance? You've probably heard that disclaimer at the start of the call, "This call may be recorded for quality and training purposes."

Contact Center 71

Contact Center Airlines Construction Feedback 71

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub. Award Winner Second Year in a Row.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Comm100

MARCH 21, 2023

Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too. This reveals how live chat platforms like Comm100 work, their key benefits, and the most popular use cases. With more options than ever before for customers, switching brands is easy.

Customer Service 67

Customer Service Chatbots Self service Surveys 67

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

call center software 64

call center software Banking Call Center First call resolution 64

JivoChat

AUGUST 10, 2023

Are you looking for solid ways to boost ecommerce sales without draining your time and budget? Today we’re covering what affiliate marketing is, the benefits of using it, and two proven ways to encourage sales using affiliate marketing. What is affiliate marketing? Ready to learn more?Let’s Let’s begin!

Sales 75

Sales Marketing SaaS Construction 75

Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. What is Average Handle Time (AHT)?

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52

JustCall

MARCH 7, 2023

To that end, this blog will explore contact center automation and discuss its pros, tools, use cases, and challenges. You’ll also learn how to deploy automation successfully in your business. What is Contact Center Automation? Many use the technology to personalize the customer experience and reduce agents’ workload.

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

ProProfs Blog

JANUARY 7, 2020

Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . So, what is the most natural solution to ensure that your relationship with your customers becomes better? . But if you are a proactive company, you will keep asking the questions, “ What is good customer service? ”.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

Expivia

APRIL 1, 2021

Call centers operate with many different goals. But, there’s one key performance indicator that every call center needs to know: the average handle time. This post will define what the average handle time is, and what you can do to lower it. What Is Average Handle Time? Here’s an example.

Average Handle Time 52

Average Handle Time Call Center Interactive Voice Response Banking 52

ChurnZero

SEPTEMBER 22, 2021

This is a guest blog post by Anita Toth, Chief Churn Crusher. 9 Common Difficult Customer Conversations Mistakes & How to Avoid Them. And knowing how to make those conversations better by avoiding common mistakes, makes it much easier for both you and your customers. How to Avoid. How to Avoid. How to Avoid.

Feedback 97

Feedback 97

Aspect

JANUARY 12, 2018

Amazon is supplementing their USPS deliveries at times of peak demand using drivers contracting directly with Amazon in a program called Amazon Flex. Amazon then displays available “blocks” of time for making deliveries. In 50 cities across the U.S., Mutual Benefits of the Gig Economy. Mutual Benefits of the Gig Economy.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

GetFeedback

DECEMBER 26, 2018

Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass. So how can companies monitor and understand consumer brand perception when they’re looking at it from inside the box? Companies often assume they know how their customers feel about them.

Surveys 104

Surveys Feedback Customer Care Customer Experience 104

teleopti

DECEMBER 16, 2019

We’ve explored how advances in Artificial Intelligence (AI) and analytics are pushing the boundaries for Workforce Management (WFM), radically transforming the way organizations manage their data to achieve all-round excellence. Essentially, the world of WFM is shifting up a gear to become Workforce Engagement Management or WEM.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Comm100

MAY 23, 2022

Today’s Gen Z students have grown up during a time of incredible innovation in CX. Whether it’s shopping, transportation, or food, these students have learned to expect service when, where, and how they want it. Gen Z doesn’t just avoid talking on the phone – 60% of Gen Z say that they “ hate calling people ”.

Education 52

Education Chatbots Transportation Wait times 52

JustCall

MARCH 7, 2023

The pros include increased flexibility, reduced costs, and improved customer service. This blog post discusses how to get started, the pros/cons of hybrid work, and infrastructure strategies. What Is Hybrid Work? The hybrid work model in contact centers is a mix of on-premises and remote work.

Contact Center 52

Contact Center voip Business Process Outsourcing Telecommunications 52

JustCall

JULY 29, 2021

High time you did! What is Sales Coaching? When the time to play on the field comes, they watch their students from the bleachers or the benches and motivate them through the game. Off the field, a sports coach will share feedback on how they can deliver an improved performance next time. Live Call Monitoring.

Coaching 86

Coaching Sales Scripts Construction 86

Global Response

MARCH 27, 2023

How can brands deliver great service in today’s world? As such, providing speedy and efficient service demonstrates that your company values your customers by valuing their time. Can great customer service really impact your brand, or is good customer service good enough? Customers want help, and they want it quickly. Accessibility.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Comm100

JUNE 27, 2021

This real-time support channel is live chat, and it can significantly reduce cart abandonment and increase sales when used well. To help you use your live chat software to its fullest, this blog will run through the live chat best practices for 3 key stages of the eCommerce customer journey. . But there’s just one problem.

Upselling 52

Upselling Sales CRM Best practices 52

Spearline

DECEMBER 19, 2022

What a couple of years we’ve had! So now is a good time to think about the technologies that are going to be table stakes for 2023 and focus on the contact center trends that matter. They don’t have to find the right person or department to deal with their issue, while the overall experience takes much less time.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

Nicereply

NOVEMBER 23, 2023

They’re short, impactful, and can quickly bring us back to what’s important. So, how can we keep this critical aspect front and center? They’re short, impactful, and can quickly bring us back to what’s important. Customer satisfaction is at the heart of successful Customer Experience (CX).

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

CSM Practice

SEPTEMBER 25, 2020

01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. 21:31 – Wrap Up. 01:47 – Irit talks about the survey they did about the companies which reduced their forecast.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

GetFeedback

SEPTEMBER 14, 2018

In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain time frame has passed. Customer churn is defined as the total number of customers lost over a certain period of time. So, what’s considered a “good” customer churn rate?

Customer effort 68

Customer effort Entertainment Feedback Metrics 68

Hello Customer

SEPTEMBER 11, 2020

Still, it is often seen as a department that eats up money, rather than one that can boost profitability. But how exactly can you make your customer service desk more profitable? But how exactly can you make your customer service desk more profitable? But what if we told you that often the agent isn’t the real issue?

Customer Service 76

Customer Service Interactive Voice Response Wait times Chatbots 76

CustomerSuccessBox

MARCH 31, 2022

In this blog, we have covered some secret skills that every CSM should master in order to pay justice to their role. They stay on task and follow through on commitments with the agility to change priorities when circumstances call for it. They use tools to manage the time and delivery of messages and promised actions.

Management 52

Management SaaS Accountability Upselling 52

aircall

DECEMBER 28, 2020

Once distributed teams are in place, you may find that your workflows are more efficient, your business is growing, and it’s time to scale. Whether it’s the right time to scale up or down, distributed teams can give you distinct advantages. The question of how to scale distributed teams is a little more complicated.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

NICE inContact

MARCH 10, 2016

In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking at? Check out our list below of the most critical call center metrics and KPIs for both inbound and outbound contact centers.

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. The images that will remain in my head from his presentation are that of Walt Disney picking up trash and Snow White kneeling next to a little princess with a disability.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

aircall

MARCH 7, 2017

One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, since, if neglected, it can negatively affect agent efficiency, customer satisfaction, and your call center’s overall level of service. Step up the training.

call center software 76

call center software Call Center Coaching CRM 76

GetFeedback

MARCH 11, 2019

They’re also great if you need to follow up on a phone call or an in-person interaction. There are many scenarios in which SMS serves as the best survey channel, but we’ll save that for another blog post. Follow up on your SMS survey. You should also follow up when the customer gives a response.

Best practices 68

Best practices Surveys Wireless Feedback 68

teleopti

AUGUST 23, 2019

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage. . 5 ways to strike the right balance with WFM.

Coaching 63

Coaching Morale Best practices Contact Center 63

Comm100

DECEMBER 8, 2020

If you’re reading this blog, then you probably already know that live chat is the most popular digital customer service channel – and it keeps on growing. Live chat provides all this and so much more as agent and customer message one another in real-time via desktop or mobile. Live chat – message , call, interact , share.

Technical Support 52

Technical Support Scripts Personalization Customer Service 52

REVE Chat Blog

JUNE 4, 2020

It is not possible for businesses to provide 100% effective solutions all the time. But what they provide is the best empathetic words in all the points of interaction to deliver a positive experience. Why empathy statements are important? And here the power of empathy in business can be realized. billion (US$1.39 billion). .

Customer Service 75

Customer Service Feedback Morale Call Center 75

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints.

SaaS 60

SaaS Feedback Surveys B2C 60

GetFeedback

AUGUST 16, 2018

But when it comes to service quality, how do you measure where you really stand with customers? How can you quantify how customers feel about your brand? How can you quantify how customers feel about your brand? Customers care more about the quality of the answers they get than how quickly they get them.

Metrics 79

Metrics Customer Service Surveys Self service 79

Nicereply

DECEMBER 3, 2019

In his book, Kaufman laid out something he called “rapid skill acquisition” – a systematic method for learning virtually any skill in a short period of time. In his book, Kaufman laid out something he called “rapid skill acquisition” – a systematic method for learning virtually any skill in a short period of time.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

VHT

MARCH 7, 2019

If you’ve ever threatened to throw your computer out the window because a slow data connection wasn’t loading your “Corgi Plays in the Snow” video fast enough, you know how the efficiency and power of digital networks have changed our standards. We’re used to instant gratification; we no longer put up with slightly delayed gratification.

Self service 48

Self service First call resolution Interactive Voice Response Accountability 48

JustCall

SEPTEMBER 15, 2019

Let us first discuss what exactly is Quality Assurance? As business owners or a marketing professional, you should outline what you expect to achieve and lay down a solid groundwork. As business owners or a marketing professional, you should outline what you expect to achieve and lay down a solid groundwork. Set clear goals.

Best practices 40

Best practices Customer Service Benchmark Scripts 40