COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session.

Transportation 94

Transportation Surveys Technology Contact Center 94

ShepHyken

DECEMBER 15, 2020

The Digital, Personalized Customer Experience of the Future. Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft. They discuss strategies for building a successful, digital customer experience without sacrificing the human connection.

Chatbots 201

Chatbots Personalization Customer Support Technology 201

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). SaaS: A no-code software solution to build your own Digital Instructors for customer support or employee training.

SaaS 52

SaaS Education Contact Center Customer Support 52

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. From call volume and trends to agent performance, customer satisfaction, and operational efficiency, these dashboards provide a holistic view of the contact center ecosystem.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

CX Global Media

DECEMBER 4, 2018

Contact center agent training can be a very big expenditure for a lot of organizations. For contact centers that experience higher agent turnover the expenditure is obviously much higher than for those with lower turnover. One of the growing factors impacting agent training ROI is the tightening of the skilled labor market.

Contact Center 240

Contact Center Coaching Strategic Value Education 240

ShepHyken

NOVEMBER 9, 2023

They do this by ensuring that the customer experience is consistent throughout the customer lifecycle. The Five Skills It Takes to Be a Great Customer Service Manager You likely already have the necessary work experience for the role of customer service manager, but there are a few key skills that can help you stand out from the crowd.

Customer Service 137

Customer Service Management Feedback Chatbots 137

ShepHyken

MARCH 31, 2023

Think back to your latest amazing customer service experience. A recent NBC poll found that 75% of respondents believe customer experience has worsened after the pandemic, with 78% saying they’ve had to contact a company multiple times to obtain a resolution. Overall customer satisfaction has been on a steep decline since 2018.

Customer Service 167

Customer Service Chatbots Surveys Personalization 167

CCNG

MAY 31, 2023

The hiring profile for these employees requested a high level of customer service, but strong technical support experience was not required. There were eight of us and almost 350 new agents. The client was a Fortune 200 international company that had contracted us to answer technical support calls from customers. Everyone agreed.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Call Design

JUNE 29, 2020

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The success of your contact centre relies on the strength of your agents and management teams. Without the right management, even the best contact centres will suffer.

Management 202

Management Coaching Consulting Consulting 202

CX Global Media

SEPTEMBER 26, 2017

Going forward, we will be seeing more use cases about how AI is making the contact center agent a more valued organizational asset. “AI AI is making the contact center agent a more valued organizational asset.” You’re frontline is the first in line to often learn when a data breach occurs. Click to Tweet. Data Security.

Contact Center 189

Contact Center Employee engagement Chatbots contact center solutions 189

JustCall

OCTOBER 16, 2023

However, do it shoddily and too often, and the bumps in the road will wreck the customer experience. Reputational Damage : Unhappy customers will share their experiences with 15 or more people. As such, agents are left redirecting calls to specialists rather than servicing requests.

Customer centricity 52

Customer centricity Contact Center Contact center software Morale 52

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Hiring, training, upskilling, and retaining agents are activities critical to your success. If you think about that, you’ll do things differently.”

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CSM Magazine

APRIL 6, 2023

Tenured AI and ML research and innovation teams continue to develop offerings that reinforce agents’ value as brand guardians. The commercial integration accelerates the potential of Calabrio’s proprietary AI and machine learning (ML) capabilities and the framework of its modern workforce performance solutions.

Contact Center 52

Contact Center Morale Analytics Customer centricity 52

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. With that in mind, how do contact centre leaders prepare their frontline teams for future success?

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

CX Global Media

JULY 2, 2018

Hearing a unique message and perspective on a common contact center topic (and solution) such as omni-channel was an inspirational change of pace. Too often the inside view on contact center technology is about cost reduction and Customer Experience. what you need to improve the Customer Experience most.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

CSM Magazine

SEPTEMBER 19, 2023

Last year, call centers averaged a 38 percent agent turnover rate – 12 percentage points higher than in 2020. But the reality is that many call centers see high turnover because their environment creates a lot of work friction: the kind of everyday obstacles that make it harder than necessary for agents to do their jobs.

Call Center 59

Call Center Morale Surveys SaaS 59

Inbenta

DECEMBER 21, 2023

To cope with this spike in activity, a number of solutions exist for businesses, including conversational AI — a valuable tool in boosting sales, supporting customer service and improving the overall customer experience. It offers a quality customer experience, and helps improve customer loyalty.

Chatbots 52

Chatbots Wait times Sales Personalization 52

Callminer

JUNE 3, 2019

Today’s contact centers are all too familiar with agent turnover. Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand. Improper training leaves agents unprepared.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

CSM Magazine

JANUARY 25, 2023

If the festive season left your frontline staff frazzled, now is the time to give them a welcome energy boost. Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Next, rethink flexibility—what does it mean for your agents in 2023? Here are our top tips: 1.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Tethr

AUGUST 18, 2020

There is no such thing as placing too much emphasis on the customer experience. So are you investing enough in the customer experience? A Forrester study shows that companies that lead in customer experience outperform those who don’t by nearly 80 percent. This creates a negative employee and customers experience.

Customer Experience 109

Customer Experience Customer centricity Customer effort Enterprise 109

Tethr

FEBRUARY 27, 2020

Agent managers are shot callers. Agent leaders or coaches are listeners. These agents aren’t supported to arrive at their own solutions through learning. Here are some reasons to listen to your agents more. Frontline employees are the first impression of what your company is all about. They set the stage.

Coaching 75

Coaching Contact Center Management Customer Experience 75

CSM Magazine

NOVEMBER 3, 2022

In these uncertain economic times, how do we nurture agents to secure revenue? Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff. . An astonishing 60% of consumers have switched brands due to negative contact centre experiences. Fast-track Your Way to Brand Guardianship.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

Vistio

FEBRUARY 5, 2024

In the fast-paced world of customer service, providing exceptional experiences for customers is essential. And at the heart of delivering excellent customer service lies well-trained call center agents. These agents are the frontline representatives who interact with customers, address their concerns, and provide solutions.

Call Center 52

Call Center Healthcare Government Coaching 52

CSM Magazine

JUNE 22, 2023

Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience. Calabrio ONE seamlessly unifies workforce optimisation, agent engagement, and business intelligence solutions into the only enterprise-grade, true-cloud workforce performance suite.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

ProProfs Blog

DECEMBER 7, 2018

Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. Frontline Phone & Floor Associates are your Brand Ambassadors, be sure to hire and train on soft skills. Utilize staff augmentation to ensure availability of agents to respond to calls within a reasonable answer time. You do not want your agents surprised!

Customer Service 145

Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

CX Global Media

MARCH 26, 2019

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. With improving the customer experience an imperative, alongside of controlling costs, the barriers of resistance become small. Your live agents can have a virtual presence too.

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

TechSee

APRIL 21, 2021

AI Call Center Solutions that Drive Value. Automating these activities, known as Robotic Process Automation (RPA) , takes call center AI automation to the next level by interpreting, triggering responses, and communicating with other systems just like agents would, via a combination of user interfaces and commands. Attended RPA.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Toister Performance Solutions

MAY 7, 2020

Dixon co-authored a book called The Effortless Experience that details this research and shares practical ways companies can make it easier for customers to do business with them. The difference between a high and low effort experience can be dramatic. It's those bad experiences that stick in our memories.

Customer Service 111

Customer Service Self service Wireless Customer effort 111

Call Design

JUNE 20, 2022

As contact centres strive to streamline operations, improve customer experience and create work environments conducive to success, the deployment of intelligent automation is reinforcing the optimal blend of human skills and technology. Finding time for agent training is essential to improving capabilities. Reduced Employee Attrition.

Coaching 78

Coaching SaaS Engineering Management 78

Fonolo

NOVEMBER 15, 2022

Agent performance directly impacts the caller’s experience. If your agents aren’t satisfied in their daily work, or they’re not doing their job properly, it can spell disaster down the road. And agents have a hand in how the interaction goes as well. Identify challenges; create solutions moving forward.

Call Center 127

Call Center Management Average Handle Time Employee engagement 127

CSM Magazine

DECEMBER 14, 2021

The best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations. . In fact, 1 in 3 agents say their biggest challenge is ‘too many calls’.

Analytics 59

Analytics Self service Technology Metrics 59

Fonolo

JANUARY 14, 2021

If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. By creating an environment where your agents feel appreciated, valued, and accepted, you set your team up for success even before they hit the phone lines. Hire agents who demonstrate empathy.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

CX Global Media

AUGUST 18, 2017

But when agents use their mobile devices to help themselves with managing exceptions, your burden becomes a whole lot easier. While it does take a lot of skill and experience to develop good forecasts and schedules, the most difficult aspect of WFM has always been managing all of the schedule exceptions. Manual WFM Practices.

Self service 174

Self service Contact Center Call Center contact center solutions 174

COPC

MARCH 11, 2024

Did we mistake any “experience proxies” for actual skills? Having sales experience does not mean one excels at sales.) Use the following questions to evaluate your preboarding process and improve the overall experience for new employees. Do our learners find the training experience engaging or boring?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations. Calabrio , the workforce performance company, has announced the winners of its annual ONE Awards.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52