CCNG

JULY 12, 2020

We will continue to update this contact-center-centric resource as new information becomes available. We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts.

Contact Center 221

Contact Center CCNG Best practices Government 221

Call Design

APRIL 19, 2023

As the world becomes increasingly connected, remote working continues to be extremely popular and for contact centres this can offer significant advantages. They can run errands in the time they have between the two shifts, grab lunch and manage their time better. Here are five reasons why remote agents can be of benefit: 1.

Schedule adherence 78

Schedule adherence Management Transportation Service level 78

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. I love customer service statistics , and this short article has several. Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. My Comment: Next on our top 5 is a list of why your loyalty program might need an update.

Customer Service 161

Customer Service B2B Surveys Best practices 161

CSM Magazine

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. Faced with this dramatic rise in AI-driven tech for customer service, you might expect the number of agents to decrease but therein lies an interesting paradox. of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CSM Magazine

OCTOBER 24, 2023

Since 2017, Calabrio has honoured nearly 70 companies for their dedication, innovation, and hard work in improving contact centre operations. Since 2017, Calabrio has honoured nearly 70 companies for their dedication, innovation, and hard work in improving contact centre operations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

Call Design

MAY 14, 2021

IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time. Since then, the technology has come a long way, and is now pretty much considered a standard part of any contact centre that has any scale to it. ” The Benefit of using an IVR.

Interactive Voice Response 146

Interactive Voice Response Self service Wait times Banking 146

Call Design

APRIL 3, 2022

Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. According to recent studies, gamification has helped contact centres improve employee motivation by as much as 83% and productivity by 89%.

Gamification 88

Gamification Entertainment Coaching Employee engagement 88

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Call Design

APRIL 15, 2021

Turnover is a major concern in many contact centres. Recognising Improved Customer Service. Internal campaigns that highlight the importance of customer service and recognise agents that have provided quality assistance to customers can greatly increase motivation. These things both lead to a better customer experience.

Coaching 78

Coaching Best practices Scripts Feedback 78

Call Design

JULY 27, 2021

Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter. Contact centres must have a structured onboarding program to ensure staff absorb all critical information, including daily duties, customer service protocols, company policies and regulations.

Construction 78

Construction Education Best practices Feedback 78

Taylor Reach Group

MAY 11, 2021

This is particularly enhanced in Call Centre Operations because, from a customer perspective, all interactions are moments of truth as customers decide whether their service experience is consistent with the brand image. While Guiding Principles can be developed in isolation (i.e. It creates meaning and purpose.

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. We’re now one of Salesforce’s leading Service Cloud specialists and most certified Salesforce systems integrator in Europe.

CRM 52

CRM Enterprise Consulting Consulting 52

CSM Magazine

MAY 25, 2023

Here they explain the importance of effective training and development for contact centre staff. Since launching in 2006 in South Africa, CCI Global offers international outsourcing services for every stage of the customer lifecycle from sales all the way through to retention, and everything in between.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Education Government 52

Taylor Reach Group

AUGUST 20, 2020

We overcame technology issues, and managed productivity. You didn’t need to work in the call centre industry to know which companies were facing connectivity, internet bandwidth and telephony issues. You could tell just by trying to contact many customer service departments especially withing the first 6 weeks.

Consulting 120

Consulting Consulting Technology Service level 120

CSM Magazine

JUNE 1, 2021

New study points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic. Over the past year, Canadian contact centres have been stretched like no other time in our history” says CSPN Partner, David Singh. Another 49.7%

Surveys 52

Surveys SaaS Coaching Employee engagement 52

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. Everyone – even those who have zero contact with a customer – has a role to play in the customer’s experience.” – Shep Hyken Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. Clearly, they had the information within the business but were failing to breakdown the silos of information within departments or even individual customer service channels. Published on: January 24, 2020.

Self service 106

Self service Best practices Surveys Feedback 106

Callminer

APRIL 23, 2019

To ensure the quality of customer service. By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance.

Best practices 159

Best practices Call Center Banking Contact Center 159

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Service is a big part. “As As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Enghouse Interactive

SEPTEMBER 30, 2021

Recognition is one of the most important factors in delivering excellent customer service, and one of the most often overlooked. Also, given the high turnover rates in the contact centre industry, recognition can be a powerful weapon in keeping your best staff and ensuring they remain happy and motivated.

Customer Service 53

Customer Service Brand ambassadors Average Handle Time Morale 53

Eptica

JULY 22, 2020

Date: Wednesday, July 22, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 2: Analyse your business. Listen to your frontline staff Customer service agents and managers spend their days dealing first-hand with queries and issues from consumers.

Customer Service 71

Customer Service Self service Multichannel Best practices 71

CSM Magazine

NOVEMBER 18, 2020

The pandemic has changed how contact centres operate. Ed Creasey of Calabrio discusses how successful Customer Service Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. Not every customer query is straightforward, which is why customer service operations exist.

Journey mapping 52

Journey mapping Coaching Customer Service Analytics 52

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. Here are my top five picks from last week.

Chief Customer Officer 209

Chief Customer Officer Customer Service Analytics Best practices 209

Spearline

MAY 25, 2021

Inbound voice service offerings are more intelligent than ever before. Or the customer call that never makes it to the contact centre, where the agent is sitting and waiting to talk. But what about quality? The global troublespots for voice calls. The worst three countries for connectivity during 2020 were: Country.

Telecommunications 96

Telecommunications Management 96

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

Call Design

AUGUST 20, 2019

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure. We are thrilled to have worked with Aspect Software for two decades.

Gamification 60

Gamification Employee engagement Consulting Consulting 60

CSM Magazine

SEPTEMBER 17, 2020

Exceptional customer service is the backbone of any good call centre. However, even the most talented agents and experienced managers don’t always equate to the best possible service. But how exactly is this piece of software helping within call centres? What Is Voice Analytics?

Analytics 52

Analytics Customer Experience Average Handle Time Metrics 52

Zingtree

JANUARY 16, 2019

Image via Call Centre Helper. In a recent Call Centre Helper article , their panel of experts has published their call center predictions for 2019, ultimately defining how they believe the industry will evolve this year. Related: Clever Ways to Make Customer Service Less Annoying. Call Center Predictions from the Pros.

Call Center 79

Call Center Construction Self service Scripts 79

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Meet Our Panel of Contact Center Experts: . For contact centers to become more efficient, they need to become…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Livepro

JUNE 19, 2019

livepro’s fourth annual Customer Experience Knowledge Management Forums are back this year bringing you the best and newest trends in Staff Engagement and Artificial Intelligence! Topic: ‘AI for Customer Service’. Attendees this year will enjoy keynote presentations from: KEYNOTE SPEAKER SYDNEY 25th JULY 2019.

Government 75

Government Gamification outsourcing Consulting 75

ShepHyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence. Here are my top five picks from last week.

Customer Service 34

Customer Service Contact Center Self service Consulting 34

CSM Magazine

OCTOBER 3, 2023

This was the key takeaway from a recent House of Lords thought leadership breakfast I attended, organised by ourselves at Sabio Group alongside Nutun CX, the Durban-based contact centre BPO, and the Retail Trust, the UK-based charity supporting the industry.

Customer Experience 59

Customer Experience outsourcing Chatbots Education 59

Callminer

FEBRUARY 21, 2018

Able to adapt with the future additions and expansions of your other service bundles. Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. Meet Our Panel of Call Center Experts: Nenad Cuk. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

Playvox

AUGUST 8, 2022

economy affected most by the Great Resignation, also known as the Big Quit, were in service industries, including restaurants, retail, and healthcare. economy affected most by the Great Resignation, also known as the Big Quit, were in service industries, including restaurants, retail, and healthcare. In June of that year, another 3.9

Contact Center 78

Contact Center Coaching Healthcare Technology 78

CSM Magazine

OCTOBER 28, 2020

Calabrio announced the winners of its analytics competition, which celebrates companies using Calabrio Analytics to turn contact centre data into compelling insights and drive more human interactions between contact centre agents and customers. This year, C3 was held as a virtual event. Analytics Competition Winners.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

Select VoiceCom Blog

AUGUST 1, 2023

Any company looking to retain customers needs to have good customer service. Customer service is fundamental for business success as it impacts customer satisfaction, loyalty, and revenue. These statistics highlight the significance of building a top-notch customer service dream team. What Does a Customer Service Team Do?

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

HGS

MAY 27, 2015

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value. Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. Widening Service Delivery Scope. Posted by Matthew Vallance.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100