SharpenCX

SEPTEMBER 10, 2020

While multitasking at work is scientifically proven to diminish your productivity, it does the trick when you’ve memorized nearly every line that leaves Michael Scott’s lips. Our online shopping habits turned essential when lockdown orders hit. But these habits have also changed the way I look for help from customer service, too.

Contact Center 67

Contact Center Entertainment Self service Coaching 67

SharpenCX

JUNE 10, 2021

Most people don’t grow up dreaming about being a frontline customer service agent. Unfortunately, even the best call center leaders can’t get rid of the high-stress moments and angry customers agents have to face on the job. In fact, being a contact center agent is incredibly rewarding. It’s hard work.

Morale 67

Morale Call Center Contact Center Coaching 67

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. What is Culture? Perks like free coffee, lunch and snacks are nice, but may only temporarily raise agent morale. Where Do You Begin?

Morale 59

Morale Contact Center Accountability Personalization 59

Balto

OCTOBER 31, 2022

Put Your Managers and Supervisors In Charge What Agents (And Leaders) Have to Say Conclusion. A great onboarding experience can improve retention by 82% — but only 12% of companies get it right. Leadership often overestimates how much agents remember from onboarding. Sneak peek: enforcement isn’t the answer.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

BlueOcean

DECEMBER 13, 2022

The data is clear—loyalty pays… but it is often harder to achieve than it looks. Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? Gas, grocery, fashion, technology… and probably more. Salesforce research says consumers like us belong to 4.3 loyalty programs on average.

outsourcing 71

outsourcing CRM Accountability Contact Center 71

TeamSupport

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. And our customers have that same level of preparedness, visibility, and empowerment to help their customers.

B2B 64

B2B Self service B2C Customer Support 64

Fonolo

SEPTEMBER 27, 2016

As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions. And you know what? How Do You Exceed KPIs in Your Contact Center?

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Nicereply

MAY 28, 2019

Being a customer service agent is hard. All those factors can combine to cause agent burnout. If you’re not familiar with the term, agent burnout refers to when someone starts feeling cynical, disengaged, overwhelmed, and even depressed as a side effect of overworking. A lot of the time, it feels pretty thankless.

Agent burnout 76

Agent burnout Metrics Feedback Surveys 76

Lumoa

JANUARY 23, 2018

When your customer sends you their feedback, they expect it to be read. Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? They expect to be treated individually and respectfully.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

Aria Solutions

JUNE 6, 2018

Unless you have an awesome employee experience program in place, your contact center probably experiences high agent turnover – a real issue affecting most contact centers. . Why is agent turnover often high? There are many reasons why agent turnover is probably higher than you like. Monotonous, repetitive tasks .

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Aria Solutions

JUNE 6, 2018

Unless you have an awesome employee experience program in place, your contact center probably experiences high agent turnover – a real issue affecting most contact centers. Not only are your productivity levels and financials being damaged, but your recruiting and training costs will only continue to rise. Why is agent turnover often high?

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

Aria Solutions

JUNE 6, 2018

Unless you have an awesome employee experience program in place, your contact center probably experiences high agent turnover – a real issue affecting most contact centers. Not only are your productivity levels and financials being damaged, but your recruiting and training costs will only continue to rise. Why is agent turnover often high?

Interactive Voice Response 48

Interactive Voice Response Contact Center Employee engagement Wireless 48

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Hey there, fellow contact center champions!

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Dialer 360

AUGUST 31, 2018

A well-organized onboarding program is one of several tools to go about achieving. As they are looking for and tailor the hiring procedure. Furthermore, the retention improves with up to quarter. With spending a little extra time looking after the new team, you will save time and money. Start With a Process Stream Map.

Call Center 20

Call Center Contact Center Coaching Employee engagement 20

SharpenCX

JUNE 23, 2021

You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. When you invest in your agents and the performance of your contact center, you’re guaranteed to see a return on investment. Call center KPIs give insight into your agents’ interactions with customers.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? What we have compiled here is a list of today’s industry-leading customer service examples. In marketing realms, it means putting a message anywhere a customer might be looking, listening, etc.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Global Response

MARCH 27, 2023

When talking to customers, it’s easy to know what you should say to make a good impression. But what are the customer service phrases and language you might use that inadvertently make a negative impression? This becomes even more important if the solution isn’t what the customer asked for.

Customer Service 62

Customer Service Scripts outsourcing call center software 62

CSM Magazine

JULY 14, 2022

Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Just be sure to check the label: is it true or fake cloud? Press the replay button to early 2020.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Comm100

SEPTEMBER 22, 2021

In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation. That included getting to the bottom of what digital transformation really is, and how it has transformed customer service for both the customer and the business. .

Customer Service 61

Customer Service Best practices Feedback Technology 61

aircall

MARCH 31, 2021

Everyone’s experienced waiting in line in a call queue when they contact a sales or customer support center. And when you’re trying to provide a good customer experience, annoyance is the last emotion you want customers to feel. What Is a Call Queue? What happens when customers get frustrated? .

Abandon rate 62

Abandon rate Interactive Voice Response Call flow Wait times 62

NobelBiz

JANUARY 31, 2022

Furthermore, to increase the efficiency and relevance of multi-channel request processing, you must assist your agents, as well as your clients, by providing them with a knowledge base. Customers in 2022 expect to connect with your contact center via a variety of communication methods in a fluid, undifferentiated manner.

Contact Center 52

Contact Center Contact center software Cloud contact Technical Support 52

Russel Lolacher

OCTOBER 10, 2022

What is missing the mark for EX leadership and HR right now. “The workplace – where we work, how we work, when we work. She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. WORKING FROM HOME. “I don’t see any positives.”

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

CrazyCall

JULY 4, 2019

And what’s more important, I vividly remember it and will recommend this place whenever I can. When properly organized and applied in regards to key customer service principles it can be the main power of your business. Speed is the main quality your customers will be looking for. This is how powerful a good customer service is.

Customer Service 66

Customer Service Interactive Voice Response Metrics Gamification 66

SharpenCX

SEPTEMBER 25, 2019

It’s also about scrapping your gut-check reactions and making business decisions based on real truths about what your customers want. When you have millions of data points floating around in different systems, siloed off by team, you’re not getting a full view of your customers. In fact, it’s a pivotal concern for 49% of organizations.

Customer Experience 59

Customer Experience Contact Center Abandon Call Contact center software 59

Netomi

FEBRUARY 28, 2022

One of her key drivers is employee motivation and empowerment. Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Save your spot for an upcoming webinar this International Women’s Day, on Tuesday, March 8!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64