Fonolo

MARCH 24, 2022

In fact, this labor shortage is seen as one of the biggest issues the call center industry faces in 2022. Ensure the contents of your programs directly address any knowledge gaps or goals your department has identified. Industry Report: State of the Contact Center 2022. Labor Shortages in the Call Center. Bottom line?

Call Center 91

Call Center Contact center software Contact Center Technology 91

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52

CSM Magazine

MARCH 11, 2021

It is vital to understand both pros and cons of outsourcing to know whether it’s the right move for your company. Call spikes are probably the biggest challenge that contact centers face. Hiring an outsourced customer service takes a huge load off of a company’s back. Without further ado, let’s get into it.

outsourcing 105

outsourcing Contact Center Multi-channel support Call Center 105

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Challenge things honestly, be bold and be kind.

Chief Customer Officer 101

Chief Customer Officer Accountability Best practices Feedback 101

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Your core values should be at the heart of the mission and vision of your company, and should be expressed both internally and externally.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

JustCall

OCTOBER 25, 2023

But are you confident that your agents are providing the right support and expertise for your customers? A well-performing agent can turn a disgruntled customer into a brand advocate, while a struggling agent can inadvertently send a loyal customer straight into the arms of a competitor. Prioritize resolving issues quickly.

Surveys 52

Surveys Best practices Feedback Metrics 52

JustCall

MARCH 7, 2023

Providing superior customer service must be at the forefront of your company policy. If your in-house staff is already overburdened with work, there’s a risk of poor customer experience leading to brand switching. That’s when customer care outsourcing comes in handy. What is Contact Center Outsourcing?

outsourcing 52

outsourcing Contact Center contact center solutions voip 52

Nicereply

AUGUST 21, 2023

As Customer Support Leaders, we understand the importance of conducting meaningful 1:1 conversations with team members. Using this approach within customer support teams allows agents to take ownership of their performance and drive meaningful outcomes. However, showing them quantity can prove disastrous if not balanced with quality.

Metrics 52

Metrics Service level Customer Support Self service 52

Global Response

JUNE 27, 2023

Undefined Job Roles and Requirements By far, one of the biggest hiring pitfalls call centers fall into is providing unclear job descriptions, or a lack of accurate job duties and responsibilities for potential employees or agents. Unfortunately, many call centers fall into the same hiring traps and pitfalls.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have. Did you know?

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. Original Article by Valoir Incorporated. Increased context reduces ACH.

Customer Experience 52

Customer Experience Metrics Technology Contact Center 52

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. However, many companies struggle to find new ways of engaging employees, especially in hybrid and remote work environments.  .

Employee engagement 87

Employee engagement Coaching Business Process Outsourcing Feedback 87

Toister Performance Solutions

SEPTEMBER 24, 2020

Ashley (not her real name) had been instructed to round up some quotes for customer service training. She had dutifully performed an internet search for customer service trainers and discovered some of my courses on LinkedIn Learning. It was quickly apparent that the biggest problem was Ashley's boss was being lazy.

Customer Service 71

Customer Service Self service Surveys Wait times 71

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”.

Management 273

Management Customer Experience Customer Service Coaching 273

SharpenCX

JUNE 3, 2020

That all I needed was a quick wink and I’d be ready to tackle the day’s challenges? Then, burnout spikes and your employees give customers a poor experience on their way out the door. But, when you flip this methodology and give your workforce some autonomy, you optimize business results and boost customer and agent happiness.

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

aircall

JANUARY 5, 2022

IT leaders helped companies that were dependent on in-person communication expand their use of digital channels to stay connected. IT leaders helped companies that were dependent on in-person communication expand their use of digital channels to stay connected. Give them a project or challenge to demonstrate their skills.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Read the Full Industry Report Here: Contact Center Trends 2021. Here’s what they said.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NobelBiz

APRIL 3, 2023

“Besides freeing up a considerable amount of agent time and creating a better overall customer experience, a self-service solution for contact centers can also be the foundation for considerable cost savings.” – Carl Stuerke. .

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

SharpenCX

APRIL 7, 2021

Gallup found companies who strategically invest in employee development see 11% greater profitability. . Yet too many customer service leaders are bogged down by other tasks to actually dedicate time to coaching and training their teams. There’s a $3 return for every $1 a company spends on a better customer experience.

Customer Service 67

Customer Service Coaching Call Center Employee engagement 67

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. But if you want to have more than a one-dimensional relationship with your customer, only talking about your product isn’t enough.

Banking 98

Banking Scripts Morale Personalization 98

Callminer

AUGUST 1, 2017

And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

DMG Consulting

AUGUST 17, 2017

Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help. Customer journey analytics. By Donna Fluss.

Contact Center 69

Contact Center Technology Big data Gamification 69

Creative Virtual

APRIL 27, 2021

In Part 2 of our discussion (scroll down to watch the video), Jan Erik and I address two more questions: What are the biggest barriers organisations face when it comes to building, deploying, and maintaining successful projects? In my last post I shared Part 1 of our nearly half hour chat. You can watch Part 1 here.

Virtual Agent 52

Virtual Agent APIs Chatbots Self service 52

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science. Customer Support Defined.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Back Office Centers

SEPTEMBER 1, 2022

Most organizations use marketing strategies catered to specific customers, which has the biggest impact. Companies may leverage information from several sources to create useful contact lists via data mining, with a particular focus on how it might affect marketing. This increases revenue and lowers operating expenses.

outsourcing 40

outsourcing Finance Healthcare Education 40

SharpenCX

AUGUST 11, 2020

On average, human capital costs make up almost 70% of a company’s operating expenses. Yet, too many companies don’t properly invest in their biggest asset: humans. If you’re not sure where to start, we’re walking through four ways you can invest in your customer service team’s career growth today.

Customer Service 67

Customer Service Coaching Education Construction 67

Call Experts

NOVEMBER 28, 2018

If we look at the surveys, the biggest challenge to the adoption of AI is related to strategy development and managing return on investment. It is challenging to design end-to-end AI solutions and understand functional silos. It is challenging to design end-to-end AI solutions and understand functional silos.

outsourcing 58

outsourcing Call Center Answering services Benchmark 58

Integrity Solutions

MARCH 9, 2022

They’re beginning to question what value they can bring in a multichannel world where customers can find any information they need from an internet search and a cognitive agent. And high turnover can impact your customer’s perception of your brand and their confidence in your ability to meet their needs.

Sales 75

Sales Coaching Multichannel Feedback 75

Global Response

JANUARY 9, 2023

68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? For many companies, the answer is clear. What Is Customer Service Outsourcing?

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

Integrity Solutions

MAY 20, 2019

One of the biggest issues on the minds of L&D professionals working in and with financial institutions today: What separates the most effective tellers, CSRs, loan officers and other bank and credit union employees from all the rest? Others just assume the customer won’t want or need any additional products, so they don’t even go there.

Sales 74

Sales Banking Engineering Personalization 74

Amity

OCTOBER 3, 2016

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Jason: The first 90 days of an implementation are critical.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

bold360 Blog

NOVEMBER 25, 2019

The importance of frontline, customer-facing employees cannot be understated. As the people who directly engage with customers on phone or in person, they are at the forefront of your company as the face of your brand. Here’s a sneak-peek at what Ovum found and what a customer care team manager like you is experiencing.

First call resolution 40

First call resolution Morale Call Center Customer retention 40

CSM Magazine

NOVEMBER 12, 2015

Maybe the best way to begin to describe excellent customer service is to talk about what it isn’t. It’s the opposite of this title, “The Lousy Customer Service We Receive Every Day.” ” Excellent customer service is seriously lacking most places we spend our money. Sure you can. How bad is it?

Customer Service 65

Customer Service Airlines Banking Personalization 65

CSM Magazine

NOVEMBER 19, 2019

The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business. A recruitment shift is happening in customer services. Direct customer interaction often starts in the contact centre. The challenge is to retain it.

Technical Support 40

Technical Support Finance Feedback Banking 40

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Coaching Accountability Personalization 52

AWS Machine Learning

SEPTEMBER 19, 2023

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance.

Marketing 103

Marketing APIs Engineering Analytics 103