3CLogic

NOVEMBER 10, 2021

Agent retention has long been a challenge for contact centers. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. So why is high employee turnover so common among contact centers? 7 Employee Retention Strategies For Contact Center Managers.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job? Let’s get started!

Customer Service 166

Customer Service Engineering Customer Support Management 166

Back Office Centers

DECEMBER 14, 2023

Back office outsourcing services are very advantageous for companies looking to save costs, increase efficiency, and gain a competitive advantage in the market. You may do the work more affordably by contracting with outside service providers to handle the non-core back office tasks. Describe back office outsourcing, please.

outsourcing 57

outsourcing Finance Accountability Business Process Outsourcing 57

Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center. What Is Generative AI? How Does Generative AI Work?

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Balto

OCTOBER 31, 2022

Table of Contents Get a Copy of the Report in Your Inbox 1-on-1 Training Reigns Supreme The Knowledge Retention Disparity More Employees = Better Onboarding? Put Your Managers and Supervisors In Charge What Agents (And Leaders) Have to Say Conclusion. 1-on-1 Training Reigns Supreme. No strings attached.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Customer Relationship Metrics

JULY 26, 2017

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Is it really?

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

SharpenCX

JANUARY 21, 2020

A couple of years ago, Tommy Reese, Deloitte’s Contact Center Strategy Manager said , “If you treat the client like gold, then they’ll continue to buy from you and other sales will follow.”. Plus, it’s 5 to 25 times more expensive than keeping current customers. But how do you, as a manager, contribute to this?

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

SharpenCX

FEBRUARY 11, 2020

You dig through the discarded debris of packaging, find the number for customer service and give them a call. You press 4 to speak to customer service and then…you wait. Historically, consumers have grown accustomed to this kind of service — slow, time-wasting, unresponsive. Tip #1: Know your Agents and Encourage Autonomy.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

pindrop

APRIL 30, 2020

A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage. Business continuity plans have been pressure tested beyond their author’s expectations, with the effects felt in operations, security, and customer experience.

Contact Center 75

Contact Center Banking Government At home agents 75

Taylor Reach Group

MARCH 19, 2018

In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Service Level.

Service level 92

Service level Abandon Call Wait times Call Center 92

Etech

AUGUST 14, 2019

Working in today’s call center is a demanding job. The simplest of transactions are now often handled via self-service tools, leaving more complex work left to today’s agent. Effectively leading today’s call center agent can be even more challenging. Effective Sourcing. Be open to those with little previous work experience.

Call Center 63

Call Center Morale Self service Management 63

Back Office Centers

SEPTEMBER 12, 2023

However, because staff who focus primarily on back-office services often earn more than those who work in the front office, this might be a prohibitive expense. Making payroll, handling money and accounting, managing IT, and inputting data are all examples of back-office services. What is the outsourcing of the back office?

outsourcing 66

outsourcing Finance Accountability Consulting 66

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today. Here are 9 simple methods to get started!

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52

Tethr

OCTOBER 2, 2020

In a forever pandemic-changed world where the quality of your company’s customer service and experience means the difference between surviving or thriving, you may be hearing more about the Effortless Experience framework for mitigating customer disloyalty. A cheat-sheet on how to improve your customer effort score with Tethr.

Customer effort 108

Customer effort Customer Care Coaching Surveys 108

Etech

AUGUST 14, 2019

Working in today’s call center is a demanding job. The simplest of transactions are now often handled via self-service tools, leaving more complex work left to today’s agent. Effectively leading today’s call center agent can be even more challenging. Effective Sourcing. Be open to those with little previous work experience.

Call Center 48

Call Center Morale Self service Management 48

InGenius

DECEMBER 19, 2019

Contact Center Productivity: Transforming the omni-channel customer experience. In October, Upland announced the acquisition of InGenius and the introduction of the new Contact Center Productivity solution suite. Upland InGenius: Center stage at Dreamforce. Traditionally, KM has been a neglected practice.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Nicereply

JANUARY 31, 2020

Working 8 hours a day, 5 days a week without goals is a sure-fire recipe for burnout. In this post, we share our top tips on how you can set great customer service goals to motivate and inspire your support team. For example, does hiring new people drop first response time, but not make any impact on contact ratio?

Customer Service 59

Customer Service Metrics Average Handle Time Customer Support 59

Back Office Centers

OCTOBER 18, 2023

You may concentrate on company expansion and the customer-facing components of your operation by outsourcing. Back office activities are those that are not specifically related to contacts with clients and often include the administrative and support staff. You should concentrate on attracting new clients. Do you still need persuasion?

outsourcing 40

outsourcing Government Accountability Technology 40

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. By Stephanie Ventura.

Contact Center 40

Contact Center Self service Metrics Analytics 40

JustCall

FEBRUARY 11, 2022

Entry Level and Mid-Level Sales Jobs: Getting your foot in the door . Sales associates serve as the direct point of contact between the company and the consumer. A sales associates also attempts to assess the consumers’ needs and offer solutions through their products/ services. Conducting live product demonstrations.

Sales 52

Sales B2C call center software B2B 52

Tethr

JUNE 22, 2020

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience. And, they use it in more places than just the contact center.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

Taylor Reach Group

JUNE 20, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Our team of experts had many insights on the topic of live chat, and so, we are rolling out our insights in a 3-part series.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

delighted

APRIL 26, 2019

Like everything else in your business, customer experience — often written as CX — can be improved most effectively when it can be measured. Some metrics that can indicate how your customers feel about you are based on operational data. Think of the shopping, dining or travel experiences you enjoyed most.

Metrics 66

Metrics Customer Experience Surveys Employee engagement 66

JustCall

MAY 17, 2022

Reliable and consistent communication with prospects and customers is the most essential part of the game plan for sales and customer service teams. It provides flexibility and mobility to your business while cutting costs and improving productivity. Moreover, since with fewer moving parts, it is more reliable.

voip 52

voip CRM Wireless Sales 52

ChurnZero

DECEMBER 2, 2021

Anyone building a Customer Success organization must position themselves as a profit center. Anyone building a Customer Success organization must position themselves as a profit center. Cost centers always face scrutiny of cost cutting while revenue-driving teams have higher visibility to impact the business in a greater fashion.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

delighted

APRIL 26, 2019

Like everything else in your business, customer experience — often written as CX — can be improved most effectively when it can be measured. Some metrics that can indicate how your customers feel about you are based on operational data. Think of the shopping, dining or travel experiences you enjoyed most.

Metrics 49

Metrics Customer Experience Surveys Employee engagement 49

Nicereply

JUNE 18, 2020

Bain and Co suggests even a 5% increase in customer retention can increase a company’s profitability by 75%. We’re hoping we can get your brain juices flowing to help you find your next strategy to improve even further. Where possible we’ve provided examples and templates to make implementing these tactics quick and easy.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

JivoChat

APRIL 15, 2021

Phone calls don’t work for customers operating in different time zones. Self-service can be impersonal, time-consuming and inadequate at times. Live chat apps make it easy to give customers the personalized, on-demand service they crave with real-time communication and quick response times. So, what’s the solution?

Best practices 52

Best practices Upselling CRM Sales 52

JustCall

APRIL 13, 2023

It’s important to have conversational intelligence software at your organization because: It improves pipeline visibility. Outreach Clari 1. It provides real-time AI insights, training and compliance tools, sentiment analytics, productivity, and support tools to augment your call center functions.

Coaching 10

Coaching CRM Sales Analytics 10