Contact Center Pipeline

JUNE 8, 2015

Managing expenses in a contact center is tricky business. We have to remember that the transactions we handle are done in a partnership with our customers, so the changes we make directly impact the customer experience.

Management 167

Management Self service Contact Center Customer Experience 167

Quadient

DECEMBER 17, 2021

Bringing some new terms to Government CX. The following terms are defined; . The term customer applies to individuals as well as companies, citizens as well as non-citizens, tribes, contractors, and other individuals or entities that may interact with government services. Andrea Haughton. Fri, 12/17/2021 - 15:35. customer, .

Government 52

Government Journey mapping Personalization Best practices 52

3CLogic

JULY 30, 2019

While CTI connectors are an inexpensive, easy-to-deploy option that provide basic functionalities, they do little to improve businesses’ long-term ability to enhance the customer experience and deliver it whenever and wherever they need it. Trigger automated SMS alerts, notifications and surveys to track the quality of customer service.

Call flow 68

Call flow Interactive Voice Response CRM Enterprise 68

TELUS International

AUGUST 31, 2020

Productivity spiked in the early days of COVID-19, but as the pandemic wears on, fatigue is setting in. Discover how compassion, culture and communication can help decrease employee burnout and build better engagement.

157

157

MiaRec

DECEMBER 19, 2022

If you work in a contact center or in customer service, or if you are responsible for the quality of customer interactions in any way, then it's essential to be familiar with the terminology used in contact center analytics software.

Contact Center 88

Contact Center Analytics Customer Service Quality management 88

Creative Virtual

OCTOBER 6, 2020

Creative Virtual is fortunate to have many long-term customers: one of our first customers has been with us since the formation of the company (nearly 17 years ago!). Having a great team, who are empowered to make decisions in the best interests of the customer, is the main attribute for a long-term partnership.

Customer Experience 59

Customer Experience Virtual Agent Chatbots Banking 59

Help Scout

AUGUST 22, 2023

When sales and customer service work together, they succeed by giving the customer a better experience. Read the full article

Sales 74

Sales Customer Service 74

Concentrix

OCTOBER 24, 2022

The post Converting Transactions into Long-Term Revenue Streams appeared first on Concentrix.

B2B 48

B2B 48

Creative Virtual

OCTOBER 6, 2021

So long as the value we have for them continues and develops with their requirements, we will have happy, long-term customers. Onwards and upwards towards never quenching the thirst for keeping both employees and customers happy and for operating within a sustainable working model that maintains the long-term investment ethos.

Government 59

Government Customer Service Customer Experience 59

GetFeedback

AUGUST 5, 2020

Simplifying CX YouTube series on the most popular user experience terms.

88

88

Anexa BPO

FEBRUARY 15, 2022

The post Long-Term Business Success is Defined By Customer Retention first appeared on Anexa BPO. As the voice of your brand, our agents’ goals are to consistently go above and beyond when it comes to the quality of communication, technical competence, customer focus and accessibility. Reach out today and see for yourself – Anexa.

Customer retention 59

Customer retention outsourcing Customer Experience Marketing 59

Totango

APRIL 18, 2019

If you learn how to grow customer relationships, your business can achieve long-term growth in this shifting economy. Get started by providing a good experience both before and after the customer signs up in order to show that you’re dedicated to building a long-term relationship. For example, what are your customers’ priorities?

Upselling 74

Upselling Customer centricity Surveys Education 74

TELUS International

JANUARY 2, 2019

Here are the DCX terms you need to know. AI, RPA, VA, IoT — the list of acronyms defining the digital customer experience is never-ending.

Customer Experience 94

Customer Experience 94

Sykes

APRIL 29, 2020

This work-from-home “quick fix” addresses business continuity and keeps processes in place, but it doesn’t address the long-term strategies needed for a situation without a definitive end. The post Transform Triage Tactics into a Long-Term Strategy appeared first on SYKES.

Government 52

Government Customer Care Enterprise At home agents 52

Sykes

APRIL 29, 2020

This work-from-home “quick fix” addresses business continuity and keeps processes in place, but it doesn’t address the long-term strategies needed for a situation without a definitive end. The post Transform Triage Tactics into a Long-Term Strategy appeared first on SYKES.

Government 52

Government Customer Care Enterprise At home agents 52

Help Scout

AUGUST 22, 2023

A support ticket system treats customers like numbers, not people. That’s why our help desk calls customer interactions “conversations,” not “tickets.” Read the full article

75

75

Nicereply

APRIL 16, 2020

When it comes to Terms of Service, people tend to fall into one of two camps. Or, you agonize over every line before you even consider accepting any terms. Although a Deloitte study found that 91% of consumers don’t even read terms of service agreements, they’re still a lightning rod topic around the world.

Feedback 52

Feedback Accountability Technology Personalization 52

Playvox

JUNE 23, 2021

It’s a challenge to keep track of every individual term and its definitions, so we put together a comprehensive glossary of the most frequently used and difficult-to-define words that contact center professionals rely on to make sense of their world at work.

Contact Center 52

Contact Center Call Center 52

3CLogic

JULY 30, 2019

While CTI connectors are an inexpensive, easy-to-deploy option that provide basic functionalities, they do little to improve businesses’ long-term ability to enhance the customer experience and deliver it whenever and wherever they need it. Trigger automated SMS alerts, notifications and surveys to track the quality of customer service.

Call flow 45

Call flow Interactive Voice Response CRM Enterprise 45

Noble Systems

JUNE 25, 2019

We have gathered the top 10 best practices for introducing gamification seamlessly in your contact center and accomplishing long-term success. Think of gamification as a way to amplify desired behaviors and choose behaviors to gamify that will have long-term impact. Achieving Long-Term Success. Start Small.

Gamification 75

Gamification Best practices Contact Center Consulting 75

Noble Systems

JULY 1, 2019

In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving long-term success with gamification. Thinking ahead and considering how you might change aspects of your gamification initiatives are instrumental in long-term success. Achieving Long-Term Success. State clear goals.

Gamification 71

Gamification Best practices Contact Center Employee engagement 71

Totango

AUGUST 29, 2019

It’s the right way to grow solid, long-term customer relationships. . Your customers will love engaging with your brand on a deeper level and will be excited about your future products, releases, and innovations. Totango offers all the functionality you need to increase customer retention.

Customer retention 87

Customer retention Customer centricity Sales Feedback 87

Voiptime

FEBRUARY 24, 2023

the right call center manager for long-term cooperation; 3. In this issue about hiring successful call center managers, you'll discover: 1. The safest way to hire the call center manager or team leader. Hint: these are extremely powerful devices for hiring 2. How to properly write a call center manager job description?

Call Center 40

Call Center Management Contact Center Feedback 40

Jon Arnold

AUGUST 25, 2023

Quiet month before summer ends, but September will be busy, and even more so for October. Got a new webinar here to pass along - I’ll be speaking with RingCentral , and it’s hosted by ICMI , so I’ll be in good company. There’s so much to talk about in the contact center space, and I hope you’ll join us for our take. The webinar is on Sept.

Contact Center 52

Contact Center 52

Brainfood

JULY 23, 2020

Continue reading COVID Needs Both Short & Medium Term Customer Service Strategies at BrainFood. It feels reality has superseded the box set for fast paced drama. At the time of writing, the UK government is trying to coax a reluctant population back to work.

Customer Service 52

Customer Service Government Self service Management 52

Noble Systems

JULY 11, 2019

In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term success with gamification. Achieving Long-Term Success. Gamification can be leveraged to motivate and engage contact center agents long-term. Looking for the previous parts of this blog series?

Gamification 71

Gamification Best practices Analytics Feedback 71

Momentum Telecom

MARCH 30, 2020

If there’s a silver lining to unexpectedly becoming a work-from-home employee, it might be that you’re probably at a good starting point in terms of your internet connection. Three Perspectives to Consider for the Short Term and the Long Run appeared first on Momentum Telecom. The Decade-Long Rise in Working Remotely.

Abandon Call 97

Abandon Call Morale Government Analytics 97

Aspect

JULY 18, 2017

The post SMS – Better Outreach on Customer Terms appeared first on Aspect Blogs. Businesses can reduce strain on live agents by making SMS a part of their proactive engagement strategy to ultimately meet operational goals.

Advertising 75

Advertising Customer Support Surveys Accountability 75

Kapta Customer Success

OCTOBER 30, 2023

Is your company hitting its retention, expansion, and revenue goals? It’s easy to blame the key account management (KAM) team when you fall short of company goals.

Accountability 59

Accountability Management 59

Contact Center Pipeline

JULY 2, 2015

Multitasking in the call center is all the rage now. Over the last decade I’ve seen tools that automate simple work, can route any type of work to any agent and create schedules to match, that will identify idle time and slide in computer based training, that will blend inbound and outbound calls (not new […].

Call Center 100

Call Center Service level Contact Center Management 100