CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear.

Contact Center 182

Contact Center Healthcare Coaching Education 182

Callminer

SEPTEMBER 23, 2020

Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement. ” – Grace Sweeney, 5 Outbound Sales Scripts You Can Adjust on the Fly , Copper; Twitter: @copperinc. Challenges Outbound Call Centers Face. Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. Some of the factors include: Pay and benefits Flexible work environment (e.g.,

Surveys 88

Surveys Feedback Benchmark Management 88

SharpenCX

MARCH 31, 2020

take my lunch at noon, home by 5:30 p.m., Even if routines feel monotonous some days, they’re really good for our mental health. And, for many workers, remote work is the new norm. Productivity When Working From Home. More tips and tricks to share with your team during this time of remote work.

Call Center 90

Call Center Contact Center Contact center software Accountability 90

Callminer

APRIL 21, 2020

Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. If the environment is effective enough to make you creative, then you are in a great working environment. Empower a flexible work environment.

Call Center 182

Call Center Management Scripts Coaching 182

Help Scout

SEPTEMBER 28, 2021

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture.

Engineering 126

Engineering Feedback Technical Support Surveys 126

Liveops

JUNE 18, 2020

The traditional job you had may not be the remote job you want. Looking for a job that lets you work from anywhere? I have some good news: it’s never been easier to find remote work. Your soft skills can be the key to your next career. . Work Is Changing—Are You Keeping Up? Now for the more complicated news.

Education 62

Education Banking Coaching Personalization 62

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear.

Contact Center 140

Contact Center Healthcare Coaching Education 140

CustomerSuccessBox

DECEMBER 13, 2021

Agreed outcomes and timelines, time prioritized on both size and the resources to drive the change. This keeps resources well balanced). If you are late, you see if you can do a retrospective and indicate key learnings so it is not repeated. Top 5 mistakes that you have seen/made. Can you define successful onboarding?

Best practices 52

Best practices Consulting Consulting SaaS 52

JustCall

APRIL 12, 2023

This transformation led to virtual call centers, which allow call centers to make and receive customer calls on the go, and be available 24×7 owing to the flexibility of the cloud. They utilize VoIP technology to make and receive calls. This feature helps you track the actual work that is getting done.

virtual call center 52

virtual call center call center solutions Call Center call center software 52

Noble Systems

FEBRUARY 10, 2021

Thanks to COVID, companies learned quickly that a flexible, omnichannel cloud-based technology that supports on-site, remote and hybrid working models is fundamental to being able to deliver the best possible experience to customers from anywhere at any time. What Contact Centers Can Do Now to Address Shifting Customer Behaviors.

Contact Center 98

Contact Center Gamification Self service Analytics 98

aircall

MARCH 18, 2022

Creating memorable experiences for prospects and customers alike is perhaps the most underrated resource of a sales team. . And with so much relying on a call, it makes sense for these conversations to be as meaningful as possible. Your team’s time is a valuable resource. Last year, 41.2% Increasing Team Productivity.

Sales 62

Sales Interactive Voice Response CRM Call Logging 62

BlueOcean

OCTOBER 4, 2023

Customers are significantly more likely to purchase from a brand again when information and support is offered in their language. Additionally, as we’re fond of saying, happy agents make happy customers. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what’s the best approach?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

aircall

JANUARY 5, 2022

The work IT departments did during the early days of the coronavirus pandemic ensured that businesses that needed to quickly switch to remote could get there seamlessly. . Other challenges included a lack of flexibility in working hours, cited by 40%, along with toxic work environments (39%). Evaluate your hiring process.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

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. It ties up lines and makes the whole center fall behind. Meet Our Panel of Contact Center Experts: . Tyler Riddell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

JANUARY 20, 2021

At that moment you feel so validated, it really hits you: we’ve done good things,” Meyns said. The goal of Customer Success is to keep your customers satisfied and realizing value from your product, in turn, making them loyal and reducing churn. PieSync is a SaaS business that offers solutions to synchronize cloud applications.

SaaS 98

SaaS Upselling B2B Metrics 98

SharpenCX

JUNE 3, 2020

I was in college at the time and, so far, had meticulously plotted my classes and work schedule so I’d get up later and finish my day in the evenings instead of by noon. My freshman year, I realized making it to that 8 a.m. So, I sought out classes and time slots that better fit how I work. I hit the snooze once. Then twice.

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

SharpenCX

NOVEMBER 11, 2020

And really, tossing playbooks out the window is a cosmic understatement. If you told me that in 2020, I’d be holed up in my guest room working from a vanity-turned-desk for a year, sheltering in place from an invisible menace terrorizing our society, I would’ve thought you were reciting an episode of the Twilight Zone. Yeah, us too.

Customer Care 67

Customer Care Customer Service Self service Coaching 67

JustCall

MARCH 14, 2023

Employee productivity plays a key role in the success of businesses that deal directly with humans, such as call centers. Productive employees are better at what they do and happy to do their work duties with a smile. This takes up time and leads to the work deadline shifting even further. Here are a few tips to start.

Gamification 52

Gamification Call Center Morale Contact Center 52

Babelforce

JANUARY 28, 2021

Customer Acquisition Cost is a key target for businesses. As you can probably tell, that’s a ‘back of the envelope’ approach… but it’ll work for now. So let’s make sure those conversations are as successful as possible! The key factor is speed. That’s clearly of huge benefit to any organization. Why is that you ask?

Contact Center 52

Contact Center CRM Upselling Sales 52

Balto

FEBRUARY 6, 2023

Here’s why: The contact center is a people person’s dream job —agents get to work on their social skills, form relationships with others, and solve problems for customers. There’s plenty of room for advancement: 68% of tenured agents were actively working towards a promotion and 84.7% said yes.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Quality Contact Solutions

DECEMBER 31, 1969

I know firsthand how powerful working with an outsourced outbound telemarketing sales partner is. I’ve made a list of 9 distinct advantages I discovered while working with an outsourced outbound telemarketing partner over the years. Focus on key objectives. I also know how intimidating, overwhelming and daunting it can be.

Telemarketing 49

Telemarketing outsourcing Sales Marketing 49

Inbenta

MAY 7, 2021

Failing to make the customer feel valued means losing potential customers and serious damage to your brand. It’s worth working out your average and seeing how you compare. From there, you can come up with an achievable target for your response times, based on the resources you have in place. Find out where you’re going wrong.

Customer Service 116

Customer Service Interactive Voice Response voip Multichannel 116

Kayako

APRIL 1, 2022

Every eCommerce company juggles the balance of where to prioritize resources and drive revenue. Customer experience is the key brand differentiator that drives sales and grows customer loyalty. What do they really want? The trend to remote working is causing a sustained increase in eCommerce. in 2025 at $1.65

Sales 90

Sales Personalization Upselling Chatbots 90

JustCall

MARCH 9, 2023

Through this blog, let’s understand the types of contact centers that exist to make business functions easy. Given the fact that contact centers are where most of the customer activity happens, this department needs robust tools and solutions to handle the load. Types of Contact Centres What are the Types of Contact Center Services?

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

Playvox

SEPTEMBER 14, 2021

Are they the key to a successful workplace where people are motivated to work their hardest and achieve success? Are they the key to a successful workplace where people are motivated to work their hardest and achieve success? And the key to achieving that is to build a thriving company culture. What is Culture?

Morale 59

Morale Contact Center Accountability Personalization 59

Quiq

APRIL 29, 2020

A few key takeaways from the article: 1. Make accessibility a priority. . While many companies scrambled to transition to a remote work model, customer inquiries skyrocketed, with customer wait times stretching across hours. Protect Your Brand’s Perception. Protect your customer’s experience. . Adjust your metrics.

B2C 52

B2C Wait times Government B2B 52

ChurnZero

APRIL 17, 2020

As we are all working from home, social distancing, and seeing once-crowded streets now nearly empty, it doesn’t take much to see that the world has drastically changed in just a few weeks due to the COVID-19 pandemic. At this time, they share some insights but really so much is still unknown. The Scenario. What do you do? .

Banking 52

Banking Accountability Marketing Management 52

JustCall

MARCH 22, 2022

Sales coaching plays a key role in raising a high-performing team of sales representatives. A sales coach can play the role of an advisor, teacher, mentor, and trainer whose purpose is to equip agents with the right support, and resources for a consistently strong and efficient sales performance. Here’s what we’ll be covering.

Coaching 52

Coaching Sales Scripts Construction 52

NobelBiz

AUGUST 18, 2020

The call center can be a wonderful place to work in, full of positivity and great people. And it’s not because people don’t try, don’t like their jobs, or don’t care about their work. People Before you get the hang of managing people, you need to make sure you have the right people for the job. Don’t believe me? Let’s dig in.

Call Center 52

Call Center Management Gamification virtual call center 52

Clarabridge

AUGUST 28, 2015

Customers are making key buying decisions based on the interactions they have with brands on social media. The lack of resources often prevents them from hiring extra people to take care of the night and weekend shifts. by Sofie De Beule, Community Manager at Engagor . Being Active When Your Audience Is.

Customer Service 75

Customer Service Customer Care outsourcing Self service 75

JustCall

AUGUST 5, 2020

To succeed in sales, you've ought to work smarter over harder. But that does not discount the need for tools that make your job efficient and easier. From tracking important sales data to carrying out smooth sales communications, here we've covered a set of sales tools that really worth your money. What are Sales Tools?

Sales 98

Sales CRM Analytics Accountability 98

aircall

DECEMBER 23, 2020

In many ways, being so connected works for their benefit. While being better informed makes buyers savvy, too much information can overwhelm and confuse them. A customer-centric approach works best. Today, you have many viable options for software programs to help you create efficiency and streamline the sales cycle. .

B2B 62

B2B Sales Technology voip 62

Vistio

JANUARY 13, 2022

I was actually working at Subway on Anastasia Island in Florida and then got a job selling postage meters on the streets of Jacksonville. That was a strange year but did learn in those moments that I loved serving the clients that already had a postage meter, just unfolding that relationship and making them especially happy.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I was actually working at Subway on Anastasia Island in Florida and then got a job selling postage meters on the streets of Jacksonville. That was a strange year but did learn in those moments that I loved serving the clients that already had a postage meter, just unfolding that relationship and making them especially happy.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Talkdesk

FEBRUARY 5, 2021

5 key themes from retail’s virtual “Big Show”. Here’s our summary of the key takeaways for the retail industry’s next chapter: 1. On the contrary, retailers have thought through how to make the online ‘buying’ experience more experiential and turn it into the interactive activity in-store shopping used to be.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Fonolo

MAY 3, 2023

So, we’re hoping you’ll forgive us for making this piece long and detailed. So, we’re hoping you’ll forgive us for making this piece long and detailed. Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best.

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75