ShepHyken

AUGUST 18, 2023

He writes about how AI technologies support customer satisfaction and employee well-being. In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

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. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

Fonolo

JULY 29, 2021

Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success.

Call Center 174

Call Center Average Handle Time Contact Center Analytics 174

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. You have to know each member’s strengths and align them to the proper positions, balancing expertise with skills gaps to ensure success – and provide opportunities for growth.

Customer Service 59

Customer Service Scripts Banking Analytics 59

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

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. The call flow connects the caller to an agent with the necessary skills.

Call flow 106

Call flow Interactive Voice Response Customer Experience Contact Center 106

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

Vistio

MARCH 16, 2024

To achieve success in their contact centers, organizations must invest in efficient and comprehensive agent training approaches tailored to address the complexities and demands of the modern call center landscape. Comprehensive and well-structured agent training is essential in reducing attrition and promoting employee satisfaction.

Contact center software 52

Contact center software Contact Center CRM Call Center 52

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.

Call Center 141

Call Center Contact Center Employee engagement Technology 141

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Did we mistake any “experience proxies” for actual skills? What are the types and frequency of communications during this period?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Global Response

MARCH 26, 2024

It streamlines processes, saves money, and improves the overall quality of customer service. While outsourcing BPO services provides a host of benefits, it also comes with the challenges of managing a third-party relationship. By implementing the following tips, you can create a foundation of trust and open communication.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

CSM Magazine

OCTOBER 27, 2023

You know that excellent customer service is the heart of any successful business. But have you considered the far-reaching benefits of honing versatile skills for this crucial role? Let’s explore why diversifying your abilities can unlock a level of service that truly delights your customers.

Customer Service 64

Customer Service Customer centricity Coaching Customer retention 64

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service 166

Customer Service Engineering Customer Support Management 166

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. Skill set investment has critical operational implications. Lower performance is typical whenever agents have to navigate unexplored territory.

Contact Center 124

Contact Center Average Handle Time Education Best practices 124

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 86

Virtual Agent Chatbots Average Handle Time Engineering 86

Global Response

MARCH 27, 2024

This transformative approach streamlines operations and significantly enhances the quality of customer interactions. By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

CSM Magazine

JANUARY 19, 2024

Business Administration is the lifeblood of any successful organization; it is the engine that drives growth, efficiency, and profitability. This article delves into why mastering business administration skills is a vital component for any organization aiming for sustained success.

Finance 59

Finance Technology Engineering Management 59

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This communication is typically via letters, emails, or phone calls, and must be done within the confines of the law to avoid harassment or undue pressure.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

Call Experts

APRIL 8, 2024

Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency. Otherwise, they risk inconsistent service quality and a lack of insight into areas for improvement, ultimately impacting customer satisfaction and business success.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Toister Performance Solutions

NOVEMBER 9, 2023

A customer calls your company for service. The survey is intended to evaluate overall customer service and the individual rep's performance. It works by tapping into your existing data to answer a fundamental question: Is the customer happier at the end of the contact than they were at the beginning?

Surveys 103

Surveys Metrics Customer Service Customer Experience 103

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

Select VoiceCom Blog

NOVEMBER 29, 2023

It’s challenging enough to provide excellent products and services, maintain standing, and continue development. But now, they must also consider expanding and improving their services without going over budget and compromising quality. This choice can significantly impact the success of your endeavours. year-on-year.

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. Managers must ensure their agents have the skills and knowledge to provide excellent customer service.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

CSM Magazine

APRIL 5, 2024

Delivering high-quality products and services has become paramount for businesses to stay competitive. Finding this balance requires hiring outsourcing quality assurance (QA) services or adopting DevOps practices for many companies.

outsourcing 52

outsourcing Engineering Marketing Customer Service 52

OctopusTech

DECEMBER 21, 2023

Organizations are always looking for new and creative methods to improve their operations and remain ahead of the competition in the modern business world. Outsourcing is one tactic that has been more popular recently, especially in the call center services industry.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

Vistio

MARCH 18, 2024

Because a well-trained, confident agent is the backbone of any successful call center. Fear of making mistakes: Many new agents may feel intimidated by the prospect of making a mistake in front of their supervisors or while interacting with customers. But here’s a secret: it doesn’t have to be that way.

call center workforce 52

call center workforce Call Center Construction Best practices 52

Call Experts

OCTOBER 12, 2023

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” This simple statement underscores the importance of genuine human interaction, especially regarding customer service.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience. Foster a culture of respect, support, and open communication.

Call Center 76

Call Center Construction Coaching Morale 76

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition.

Customer Experience 169

Customer Experience Accountability Customer Service Customer Care 169

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Call Center Scripts Interactive Voice Response 167

Fonolo

DECEMBER 6, 2022

You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

CSM Magazine

AUGUST 5, 2022

Customer service managers are responsible for overseeing customer service in an organization. Here, we discuss the skills and qualifications that are needed for the position. Customer service manager jobs are typically available in large organizations that have a customer service department.

Customer Service 99

Customer Service Management Government Time management 99

Call Experts

APRIL 8, 2024

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” This simple statement underscores the importance of genuine human interaction, especially regarding customer service.

Interactive Voice Response 52

Interactive Voice Response Technical Support Technology call center solutions 52