ShepHyken

MAY 21, 2021

Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. Managing your customer service team in a way that enables employees to focus on their tasks, work effectively with their colleagues and maintain a healthy work-life balance requires the right tools and approach. . Voice and Video Calls .

Customer Service 329

Customer Service Morale Management Customer Support 329

Steve DiGioia

MARCH 9, 2020

It’s a tried and true method to improve your customer service. Example : A restaurant determines that a specific dish should take 9 minutes from the time-of-order to the plate being served tableside. If you leave in the cushion, it’s only a matter of time when your proposed 6-minute order creeps back to 9 minutes. Reevaluation.

Advertising 310

Advertising Sales Feedback Consulting 310

AWS Machine Learning

JANUARY 9, 2024

With the rapid adoption of generative AI applications, there is a need for these applications to respond in time to reduce the perceived latency with higher throughput. This creates an interactive experience by allowing you to see partial responses streamed in real time instead of a delayed full response.

APIs 105

APIs Engineering Accountability Gamification 105

COPC

MARCH 11, 2024

Related Call Center Attrition: Avoid the Dilemma of First-Day Ghosting provides an actionable overview of creating an accurate job description and implementing a successful preboarding program to prevent attrition before day one. By guiding them through a personalized experience, you can better engage them and set them up for success.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. Instead, it’s helpful to think of it as regular part of your workforce management. Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

CSM Magazine

MARCH 22, 2024

These innovations provide a robust solution to the age-old challenges of managing customer interactions efficiently. The reliance on outdated file transfer protocols like FTP has highlighted the need for more secure and reliable data transfer methods in customer service management.

Customer Service 52

Customer Service CRM Morale Technology 52

AWS Machine Learning

DECEMBER 7, 2023

In this post, we describe the end-to-end workforce management system that begins with location-specific demand forecast, followed by courier workforce planning and shift assignment using Amazon Forecast and AWS Step Functions. It allows for better control and efficient resource management.

Management 99

Management Engineering Analytics Construction 99

SmartAction

FEBRUARY 20, 2024

This method is not only more secure against fraud but also simplifies the authentication process, removing the need for traditional methods and making customer interactions more seamless. This empowerment reduces wait times and enhances customer satisfaction by providing banking services at their convenience.

Banking 72

Banking Self service Virtual Agent APIs 72

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. By meeting debtors where they are, agencies can enhance engagement and improve the likelihood of successful debt resolution. In the U.S.,

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

Call Design

SEPTEMBER 9, 2021

10 ways to really kick goals and create agent success include: Create a Plan. By starting the onboarding process before an agent begins their time on the phones, they’re already familiar with the environment and are often less overwhelmed on their first day. The value of having a well-developed and executed plan is paramount.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

CSM Magazine

DECEMBER 18, 2023

In this article, we’ll explore how this innovation, accessible through RFID or NFC-equipped scanners, streamlines management, eliminating manual record-keeping and enhancing efficiency for businesses of all sizes. Enhanced Visibility of Assets: Implementing smart tagging equipment gives businesses real-time inventory visibility.

Transportation 52

Transportation Best practices Healthcare Technology 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. This ensures that your business is accessible to customers across different time zones, leading to enhanced customer experience and satisfaction.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

CSM Magazine

APRIL 19, 2024

CX software empowers companies to centrally manage these interactions, ensuring clear communication and effective issue resolution. Real-Time Assessment of Customer Sentiment Gauging customer sentiment in real-time is critical as it enables organizations to swiftly identify and address any discontentment.

Multichannel 59

Multichannel Metrics Analytics Feedback 59

Fonolo

AUGUST 17, 2021

The Contact Center Guide to Managing Spikes in Call Volume. Luckily, a successful call center is within reach. Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

CSM Magazine

DECEMBER 15, 2023

Inefficiencies in procurement, inventory management, and order processing can hinder business performance. The reliance on traditional procurement methods and paper-based systems can result in inefficiencies that impact the entire supply chain.

B2B 52

B2B Marketing Analytics Management 52

Fonolo

FEBRUARY 18, 2021

By developing this framework in advance, you’ll have a point of reference when it comes time to evaluate your strategies. Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates. By taking this step, your contact center management team can make strategic data-driven decisions.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Call Experts

OCTOBER 12, 2023

The primary goal of call routing is to ensure that callers receive timely and practical assistance, thereby enhancing customer satisfaction. Various methods and technologies are used in call routing, each designed to match callers with the right resources. Let’s take a closer look at some common call-routing techniques.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105

Vistio

FEBRUARY 20, 2024

Traditional sales training methods are often dull and provide limited opportunities for sales representatives to practice their skills, thus leaving them underprepared to deal with various prospective customers.

Outbound sales 52

Outbound sales Sales Best practices Feedback 52

Fonolo

NOVEMBER 15, 2022

In fact, these engagements are an essential part of running a successful customer service operation. Performance reviews are an opportunity for management to evaluate, assess, and lead their team members cohesively in the right direction. A performance review is the ideal time to: Evaluate previously set goals.

Call Center 127

Call Center Management Average Handle Time Employee engagement 127

Call Experts

APRIL 8, 2024

The primary goal of call routing is to ensure that callers receive timely and practical assistance, thereby enhancing customer satisfaction. Various methods and technologies are used in call routing, each designed to match callers with the right resources. Let’s take a closer look at some common call-routing techniques.

Interactive Voice Response 52

Interactive Voice Response Technical Support Technology call center solutions 52

Quality Contact Solutions

JANUARY 5, 2023

5 Important Telemarketing Lead Generation Tips Tip #1: Multiple Touch Points One of the hardest and most time consuming aspects of telemarketing lead generation is just getting the person who actually makes the decisions on the phone. Also consider the amount of time you are spacing between contact attempts.

Telemarketing 105

Telemarketing outsourcing B2B Scripts 105

Fonolo

MARCH 15, 2022

After coming out of a very change-heavy two years, an anticipated trend for call centers in 2022 is an increased focus on workforce management. Keeping tabs on agents in many different locations is no easy task, let alone ensuring that the right number of staff are scheduled to work at the right times. Long-term forecasting.

Call Center 87

Call Center Contact Center Accountability Management 87

Injixo

JULY 19, 2023

It requires you to meticulously navigate multiple facets of scheduling — creating schedules that deliver great workload fit, taking into account a multi-skilled workforce, planning vacation time and organizing offline time in the most efficient way. Now it’s time to take a step back and look at how we set each day up for success.

Call Center 52

Call Center Accountability Time management Management 52

Hodusoft

MARCH 6, 2024

If yes, then you must understand what factors define the success of e-commerce. Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty. Improving Response Time During peak seasons, there may be a surge in customer inquiries.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Select VoiceCom Blog

APRIL 17, 2023

By outsourcing non-core processes , you will save on overhead costs and gain more time to focus on scaling your business. BPO also streamlines operations, resulting in faster turnaround times, improved quality, and increased customer satisfaction. Effective BPM has become a key component for organisational success.

Management 52

Management Business Process Outsourcing Best practices outsourcing 52

Customer Service Life

NOVEMBER 10, 2022

This isn’t my favorite question to answer and yes, I’ve had to answer it many times during my contact center career. The problem is that we listen to one call at a time or read one conversation at a time. The problem with traditional methods of spotting trends. Furthermore, these are means by which managers find issues.

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

Totango

SEPTEMBER 20, 2022

Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product. To enable customers, Customer Success teams may use methods such as: Assigning a Customer Success Manager to assist customers.

B2B 82

B2B SaaS Education Brand ambassadors 82

CSM Magazine

MARCH 1, 2024

The strategic investment in training and growth is indispensable, significantly contributing to the organization’s current and future success. This strategy investment supports the organization’s current and future success. New technologies also help them stay competitive and relevant in the long run.

Feedback 52

Feedback Technology Management 52

CSM Magazine

JANUARY 22, 2024

Increase Responsiveness Your clients want to know that you are as invested in their success as they are. If they send an email or make a call, they expect to receive a response in a reasonable time frame. Accounting companies should communicate clear time frames for responses.

Accountability 52

Accountability Customer Service Best practices Technology 52

Totango

OCTOBER 7, 2021

Here’s how to get customer feedback effectively using six simple strategies which combine manual methods with the power of automation. Product analytics tools such as those built into Totango’s Spark customer success platform allow you to track how often users are interacting with your product and what they’re doing when they’re using it.

Feedback 101

Feedback Benchmark Surveys Analytics 101

ClearAction

APRIL 16, 2024

However, only a third of CX managers say their Voice of Customer is “good” or “very good” at making changes to the business. Only 15% said their Voice of Customer is “very successful” at this. This gives managers low confidence that their attention to your data will be productive.

Customer centricity 62

Customer centricity Surveys Management Feedback 62

COPC

APRIL 1, 2024

Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. At the same time, the digital ecosystem is broadening the scope and impact of these technologies across various industries.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. First, we’ll define what customer retention automation is.

Customer retention 98

Customer retention Upselling CRM SaaS 98