Quality Contact Solutions

APRIL 26, 2024

However, despite the rigorous efforts of ethical companies to remain compliant while offering valuable goods and services, the telesales landscape is still fraught with scams perpetrated by determined fraudsters. Scambaiting examples can be used as training tools to show real-life scam tactics.

Call Center 52

Call Center Telemarketing Entertainment Education 52

CCNG

JANUARY 11, 2023

With some of the frustration I’m hearing, you might assume that customer service is taking a hit – particularly when there are daily reports of inflation, an oncoming recession, and the need to cut costs constantly. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction.

Customer Service 263

Customer Service Education Customer Experience Personalization 263

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Alcon offers a voluntary program called Grad School for continuing education of their associates.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

Beyond Philosophy

JANUARY 11, 2024

So, if your customer is habitually buying your competitive product or service, how do you change that? I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. It’s habitual, and breaking it would be difficult for anyone. But not impossible. A new habit forms.

Education 221

Education Feedback Call Center Marketing 221

Bill Quiseng

MAY 24, 2023

It’s the same for customer service. You already know what customer service is, but to make it flourish, you and your team need to be reminded periodically. So, I offered people a continuous education in customer CARE. If you missed it, just follow it here: Don’t offer customer service training. Complete silence.

Customer Service 113

Customer Service Education Customer Care 113

ShepHyken

OCTOBER 30, 2023

Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. Employee engagement is crucial for maintaining a high level of service for any company or brand. You have to compete on service.”

Employee engagement 184

Employee engagement Education Management Customer Service 184

ShepHyken

APRIL 17, 2023

When patients receive great customer service from their healthcare providers, not only do they provide better reviews, fewer complaints, and malpractice claims, but they also have better clinical outcomes. They compare their experiences in the healthcare world with the best customer service they received from anyone in other industries.

Healthcare 156

Healthcare Customer Service Education Customer Experience 156

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And, yes, educate everyone. Part Three.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

ShepHyken

OCTOBER 30, 2023

Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. Employee engagement is crucial for maintaining a high level of service for any company or brand. You have to compete on service.”

Employee engagement 167

Employee engagement Education Management Customer Service 167

TechSee

FEBRUARY 23, 2023

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. Another outcome of training first-line agents to cover more extensive product lines is the improvement of FCR and overall time to resolution.

Contact Center 124

Contact Center Average Handle Time Education Best practices 124

ChurnZero

SEPTEMBER 8, 2022

Customer education was designed with CSMs in mind to automate their repetitive processes and create a way for customers to self-serve their basic needs so that CSMs can do their jobs better. In fact, customer education helps scale Customer Success , as the company scales business. . How CSMs play a role in customer education.

Education 98

Education Benchmark Customer retention Metrics 98

Bill Quiseng

MAY 18, 2022

Customers feel that service is good, not better, just average. But he doesn’t expect you to train your people. Training is top down, one-way, “I know everything, you know nothing” instruction. Training is the how and what of customer service. Training is to develop THE BUSINESS. Training is for a job.

Education 88

Education Coaching Customer Service Customer Experience 88

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Training is to develop THE BUSINESS. Training is for a job. Instead, our education classes are interactive.

B2C 78

B2C B2B Education Metrics 78

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Agent training is more important than ever before. Balancing education and engagement.

Call Center 148

Call Center Abandon rate Gamification Education 148

The Northridge Group

APRIL 15, 2024

In Part 2 of our series, we hear thoughts from industry experts Petra Seals, The Northridge Group’s Managing Principal and Patrick O’Hara, NRG Managing Director of Service Delivery, regarding the risks an organization takes when adopting new technology like AI before it’s ready. How can it hurt?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.

Education 78

Education Customer Service Coaching Customer Care 78

Global Response

FEBRUARY 26, 2024

Yet many medical call centers have trained nurses on staff to assist in emergencies 24 hours a day. Understanding medical call center services First, what distinguishes a medical call center from a general call center? Some handle routine services like scheduling appointments and sending reminders.

Best practices 62

Best practices Call Center Healthcare Education 62

Fonolo

OCTOBER 26, 2022

Impeccable customer service and experience? When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? To get a real sense of how things are going, don’t just look at your customers; look at your agents. If they’re motivated, your customers will likely feel satisfied.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Inbenta

APRIL 10, 2024

Digital Instructors are interactive simulations of a digital product, service, or task, demonstrating features and guiding customers with step-by-step visual instructions. Digital Instructors can be used by any company that provides services or facilitates transactions online or through a mobile app.

SaaS 52

SaaS Education Contact Center Customer Support 52

Fonolo

JANUARY 19, 2023

Train, compensate, and engage your employees! Most call center agents are underpaid for their skillset and education, compared to the market. Zippia reports that 65% of contact center agents have college or university education Stressful work Call center work is stressful. The numbers are sobering. Bottom line? DID YOU KNOW?:

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job. Our education classes are interactive.

Customer Care 78

Customer Care Education Coaching Customer Service 78

VirtualPBX

JANUARY 23, 2024

Without the right training, it’s easy to make mistakes. Cybersecurity in a Call Center In order to understand how to train your staff, you need to recognise some of the most common threats: Data breaches. Denial-of-service. As so often in life, a lot can be accomplished with sufficient training. Social engineering.

Call Center 98

Call Center Engineering Education Best practices 98

Expivia

MARCH 1, 2022

Call center agent training isn’t usually a walk in the park. 83% of high-performing call center agents attributed their performance to the quality of training they received at their call centers. 83% of high-performing call center agents attributed their performance to the quality of training they received at their call centers.

Education 98

Education Call Center Construction Feedback 98

AWS Machine Learning

APRIL 24, 2024

In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning. To increase training samples for better learning, we also used another LLM to generate feedback scores.

Engineering 100

Engineering Feedback Construction Analytics 100

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. There’s no excuse for gaps in training or knowledge when all the information you need is just a few clicks away! Contact Center Trends 2023. Top 7 Call Center Management Courses.

Call Center 147

Call Center Management Benchmark Contact Center 147

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. Feeding the LLM training information?

Best practices 109

Best practices Customer centricity Chatbots Education 109

Comm100

FEBRUARY 13, 2023

While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT. In this blog, we’ll look at some of the benefits of ChatGPT for higher education as well as risks to be aware of. It’s an exciting time in artificial intelligence. What is ChatGPT?

Management 78

Management Education Chatbots Technology 78

Global Response

JANUARY 31, 2024

Plus, many in-house IT departments are not trained to deliver support for completely virtual work environments. Benefits of outsourcing tech support Outsourced technical support , or Managed IT Services, is when companies hire a third-party team to provide technical services and support. It’s all fair game.

outsourcing 62

outsourcing Technical Support Best practices Education 62

Help Scout

JULY 15, 2021

When thinking about education, most of us tend to think only about teachers and other administrative staff — frontline workers, so to speak. It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole.

Education 115

Education Customer Service outsourcing Self service 115

Bill Quiseng

MARCH 15, 2023

Instead of “Hire for attitude, not aptitude” or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion, not past performance. link] ) As for attitude and personality , thinking and talking about service excellence does not make it happen; doing something does. You hire an employee.

B2C 88

B2C B2B Education Personalization 88

ChurnZero

SEPTEMBER 23, 2022

You can do that with an investment in Customer Success and customer education. . Or, more specifically, the uncertainty it caused companies of all shapes and sizes. Unfortunately, there wasn’t a page in the playbook to turn to. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. .

Education 98

Education Customer centricity SaaS Customer retention 98

Outsource Consultants

NOVEMBER 17, 2023

As a result, your partners are motivated to provide the best possible customer service experience, which ultimately benefits your CX. This is useful for companies entering new markets, as it lets them offer customer service in the local language they wish to start doing business in.

outsourcing 67

outsourcing Bilingual agents Education Call Center 67

Bill Quiseng

DECEMBER 6, 2021

Don’t bore your employees with rote customer service training. Instead, inspire them with a customer service education. Give your employees customer service tips and the reasons or explanations why it was important for customers. Write personal thank you notes to employees who deliver outstanding service.

Customer centricity 195

Customer centricity Education Customer Care Surveys 195

Education Services Group

DECEMBER 19, 2022

ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to deliver its Customer Success service offerings, focused on end-user education, for a new client in the Data Management space. They stay longer, buy more, and are twice as engaged as end users without training.”.

Education 52

Education Consulting Consulting Sales 52

TeleDirect

DECEMBER 14, 2023

A professional inbound and outbound call center is integral to a business’s success, providing best-in-class customer service, taking orders, handling complaints, generating leads and converting them into sales. Call agents, in turn, provide the best customer service. Au contraire! What Are Inbound and Outbound Calls?

Education 62

Education Call Center Sales call center solutions 62

Aspect

MAY 21, 2020

“Education is the most powerful weapon which you can use to change the world.” — Nelson Mandela . They have re lied on lessons learned from historic events and are also using the education they witness each day. They have re lied on lessons learned from historic events and are also using the education they witness each day.

Education 118

Education Management 118