Vistio

MARCH 14, 2024

Take role playing for example. Role playing is a training technique where one poses as a customer so that a new hire can practice a customer service skill in a completely safe, demo environment. I also wish we had practiced the role play multiple times. A few role plays should be plenty You know this technique.

Scripts 52

Scripts outsourcing Contact Center Personalization 52

LiveVox

OCTOBER 23, 2023

In this blog, we delve into the pivotal role that CX […] The post What Role Does CX Play in Healthcare Management? From optimizing patient interactions to streamlining administrative processes, integrating CX principles has reshaped the healthcare landscape, ushering in a new era of patient-centric care.

Healthcare 83

Healthcare Management Customer Experience 83

Beyond Philosophy

AUGUST 4, 2015

I wrote about Key Performance Indicators (KPI) and their role in the Customer Experience. The post The Role of CX in a Sales Culture appeared first on. The interesting bit for me is that a sales culture or the sales focus is bound to have this kind of effect on an organization. Follow Colin Shaw on Twitter @ColinShaw_CX.

Sales 398

Sales Customer centricity Customer Experience Accountability 398

CX Accelerator

SEPTEMBER 24, 2019

Share your story and vision Within a typical workplace, there are certain job roles that are well understood by others outside of that role. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Customer centricity 282

Customer centricity Education Government Personalization 282

Contact Center Pipeline

APRIL 5, 2023

Customer experience (CX) is the key to building brand loyalty in a post-COVID world. And poor CX costs enterprises $75 billion annually (Forbes).

Enterprise 130

Enterprise Customer Experience Customer Service Contact Center 130

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Contact Center Pipeline

JULY 21, 2021

As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change. Change must bubble up from within an organization, not merely cascade down from above, because in the next two years we’ll witness […].

Contact Center 321

Contact Center Management Agent Empowerment Feedback 321

Avoxi

DECEMBER 16, 2021

The Role of IVR in Travel & Hospitality Modern day travel and hospitality businesses require a reliable IVR system to succeed. Intuitive IVR software is critical to your bottom line and delivering a… The post The Role of IVR in Travel & Hospitality appeared first on AVOXI.

Interactive Voice Response 118

Interactive Voice Response Call flow Metrics Customer Experience 118

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Chief Customer Officer 123

Chief Customer Officer Customer centricity Education Best practices 123

TechSee

AUGUST 24, 2021

This new era has catapulted IT into a front-seat role as remote workers rely on IT to keep them connected daily, especially because popping into the next cubicle is no longer an option. IT’s Role in Determining WFH Policies. They should have a leading role in determining remote working standards.

Technical Support 109

Technical Support Surveys Enterprise Analytics 109

Contact Center Pipeline

JULY 29, 2020

Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at the gaps that the pandemic exposed between digital and human service delivery, and the role AI-driven technology can play in contact center recovery and resiliency.

Contact Center 147

Contact Center Technology Chatbots Call Center 147

Fonolo

DECEMBER 8, 2020

But it wasn’t until 2020 that its true role became clear. And that’s when the real role of AI in the contact center became clear. The True Role is to Bridge the Gap. The True Role is to Bridge the Gap. RPA & AI undeniably has a role in the contact center. But it can facilitate and enhance it.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

Totango

AUGUST 2, 2022

The role of a Customer Success Manager (CSM) is always important but it is especially critical during an economic downturn. The post The Unique Role of CSMs appeared first on Best Customer Success Blog: Articles for Enterprise Growth. As a CSM, you know your customers better than anyone.

Upselling 78

Upselling Enterprise Management 78

Lumoa

JULY 21, 2022

Therefore, leading networks need to focus heavily on the role of the customer journey and understand this model in order to consistently create a great experience. . We’ll also go over the role of the customer experience in European telecom and how this variable affects the perception of consumers in this segment. .

Customer Experience 94

Customer Experience Telecommunications Metrics Feedback 94

Tethr

MAY 28, 2023

The call center’s role in customer experience is pivotal when it comes to closing the gap between expectations and reality.

Customer Experience 87

Customer Experience 87

Toister Performance Solutions

JUNE 8, 2023

Why do we subject employees to role playing? It would be one thing if role playing was a highly effective customer service training technique. I'm a customer service trainer who has trained thousands of employees, and I can tell role playing doesn't work. Why is role playing ineffective? Role playing slows down learning.

Customer Service 81

Customer Service Customer emotions Coaching Contact Center 81

Balto

JULY 8, 2022

To get to the bottom of this hot button topic, let’s take a look at the evolving role of voice in an increasingly omnichannel world. So, rather than reduce the role of voice in an omnichannel world, it should be reinforced. How Will the Role of Voice Continue to Evolve? Voice is Just One Piece of the Puzzle…. About the author.

Chatbots 97

Chatbots Self service Contact Center Coaching 97

Nicereply

FEBRUARY 2, 2024

Before we delve into the role of leading questions in surveys and some leading question examples, let’s establish a clear understanding of what they are. The post Leading Question Examples: What Are Their Role in Surveys appeared first on Customer Happiness Blog. What are the leading questions?

Surveys 69

Surveys Feedback Education Best practices 69

Steve DiGioia

OCTOBER 8, 2015

Your role as leader is to inspire and mobilize people to action. Be a Role Model. Continue reading… The post The Leader’s Role in Customer Service Today appeared first on Steve DiGioia and was written by Steve DiGioia. The best leaders articulate a compelling vision and purpose for their organization.

Customer Service 222

Customer Service Coaching Employee engagement Call Center 222

Omnicus

AUGUST 17, 2022

But what exactly does the role entail? While it might not be as glamorous as building a new feature or launching a product, customer support is still an important part of every business. And no one is better suited to providing that service than a Customer Service Representative (CSR). And how can you attract the best candidates to fill it?

Customer Service 72

Customer Service Customer Support Management Contact Center 72

Contact Center Pipeline

FEBRUARY 19, 2015

While performance recognition is important, it is different from recognizing the importance of the job role. Whether through reports, monitored calls or customer satisfaction surveys, we almost always take the time to find and show appreciation for noteworthy performance. Unfortunately, […].

Contact Center 165

Contact Center Surveys Call Center 165

Guru

FEBRUARY 24, 2022

We’re officially introducing Guru’s new free user role: Light users. This user role makes it easy for you to get your entire company on the same page and into the same knowledge base.

118

118

CSM Magazine

NOVEMBER 3, 2023

Over the past 30 years, there’s been a significant evolution in client and customer needs and as we approach 2024, it is apparent to all industry leaders that our role as outsourcers has become one of a trusted partner to companies. since assuming the role of General Manager in 2012. Karl Brough, General Manager for the U.K.

Banking 59

Banking outsourcing Best practices Marketing 59

Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. When thinking about workforce management (WFM), often people think of forecasting and scheduling.

Self service 85

Self service Management Coaching Contact Center 85

JustCall

MAY 11, 2023

Boost your data management practices and access control with our latest feature, Roles & Permissions. We’re excited to announce the release of a new JustCall feature: Roles & Permissions. Roles & Permissions is designed to help businesses improve data security and enhance access control within their teams.

Accountability 52

Accountability Management Customer Support 52

TechSee

AUGUST 12, 2020

Gartner has placed MX among the top technology trends of 2020, predicting that by 2023 , more than 25% of large enterprises’ mobile apps, progressive web apps and conversational apps will be built or run through an MX development platform and the central role of Computer Vision in multiexperience is now starting to be understood.

Self service 109

Self service Entertainment Technology Engineering 109

The Northridge Group

OCTOBER 20, 2021

The “digital first” transformation will not eliminate the need for the human contact center, but rather elevate the associate to a more expert role. As the nature of customer care roles evolves, it will be essential to engage associates in the redesign of their own jobs. Yet nothing could be further from the truth.

Contact Center 111

Contact Center contact center associations Customer Care Engineering 111

ChurnZero

AUGUST 20, 2021

Establish Roles and Responsibilities to Remove Ambiguity. Reinforce Your Roles and Rules With Clear Communications. But while both functions share a common goal of ensuring customer satisfaction, they are fundamentally different roles that require different skillsets. Reinforce Your Roles and Rules With Clear Communications.

Customer Support 98

Customer Support Education Metrics Accountability 98

COPC

NOVEMBER 2, 2022

Understand how their role fits into the broader organizational goals and mission. The post The Role of Company Culture in Employee Engagement appeared first on COPC Inc. Collaborate with their team members and managers in solving problems, improving performance, or assisting others.

Employee engagement 90

Employee engagement Brand ambassadors Surveys Contact Center 90

Interactions

FEBRUARY 28, 2023

But what role do they play exactly? The post The Role of Automation Technology in Customer Service appeared first on Interactions. We’ve seen in recent years a growing trend of businesses adopting automation technologies like chatbots and intelligent virtual assistants (IVA) to help with customer service.

Technology 62

Technology Customer Service Wait times Chatbots 62