CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Fonolo

JANUARY 19, 2023

Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. Why Does Call Center Retention Matter? Why Do Call Centers Have High Turnover Rates?

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 396

Customer Service Chatbots Interactive Voice Response Customer Support 396

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. I think the more companies focus on customer care analytics over marketing analytics, the better. FACT: KPIs change, but one thing stays the same: customers hate hold time.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 162

Customer Service Accountability Self service Customer Support 162

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Your contact center runs on technology , but it’s your agents doing the running. Agent Satisfaction.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Fonolo

SEPTEMBER 21, 2023

Improving call center agent performance can seem overwhelming, and you might wonder where to start. Decide on five to seven KPIs and set goals to measure your agents’ performances. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Nicereply

FEBRUARY 8, 2023

People who are unhappy or who need help want a solution as quickly as possible, and a phone call is typically the way to make that happen. Most customer service communication happens over the phone. Customers are coming to you confused and needing information or even breathing fire on the other end of the call.

Wait times 105

Wait times Customer Service Personalization Management 105

Call Design

DECEMBER 5, 2023

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process. So, why should WFM be included in the strategic planning process?

Management 78

Management Analytics Employee engagement Customer Experience 78

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. Here’s the thing: call center agents have monotonous days.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. Why Workforce Engagement Matters to Business?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Nicereply

JANUARY 4, 2022

Providing good customer support is what matters in the end. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us. Read our latest tips on how to provide great customer service. Sounds easy, right?

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

SharpenCX

SEPTEMBER 14, 2021

More than a third of hourly, customer service workers feel physically and emotionally drained after an average day’s work. Add in new working conditions and shifting protocols, and it’s easy to see why employees are overwhelmed. Make the note personal to each agent’s work and thank them. Send words of encouragement.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

SharpenCX

OCTOBER 6, 2021

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. Understand and Invest in your Contact Center Agents’ Strengths .

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

Fonolo

JUNE 8, 2021

Do your agents seem tired, frustrated, or fed up with work? Call centers have a reputation for being difficult places to work, especially for front-line agents. This results in high agent churn or disengaged employees. A poor work culture inevitably has a direct impact on your customer experience ?

Call Center 133

Call Center Morale Contact Center Technology 133

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? This guide will explore the whats, hows, and whys of workforce optimization. If you think about that, you’ll do things differently.”

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

SharpenCX

DECEMBER 30, 2019

Each year, customer expectations grow yet budgets stay flat. Customers want more ways to connect with your company; better, faster, and now. You form new strategies or tailor your old ones to the new expectations of customers. But through it all, one question remains the same: Do you know how to keep customers happy?

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

DECEMBER 23, 2019

If you don’t deliver good service, customers won’t trust you. Providing a good experience for your customers isn’t about being perfect. Turns out, handling customer issues with knowledgeable and friendly service is how you build trust and earn customers for life. Knowledgeable agents build trust.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

Fonolo

OCTOBER 5, 2021

You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. Creating a Customer Service Strategy That Drives Business Growth. Why is it important to know your NPS? How is NPS calculated? 7–8 are Passives.

Abandon rate 153

Abandon rate Inbound sales Contact Center Surveys 153

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. That’s why call-backs have become a contact center essential. If you leave callers on hold, your agents will hear the complaints and your social media timeline will show angry tweets. Sure, hiring more agents will reduce wait time, but agents are expensive!

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Fonolo

OCTOBER 28, 2021

Call center agents do much more than answer the phone. To achieve their performance goals , agents must be excellent problem solvers, expert rapport builders, and highly empathetic to the challenges of their customers. That’s why soft skills are so important in this line of work. Flexibility. Assertiveness.

Call Center 157

Call Center Contact Center Best practices Scripts 157

Fonolo

NOVEMBER 23, 2021

But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members. According to our most recent trends report , customer service expectations are at an all-time high — that means customer support must catch up through effective call center training.

Call Center 148

Call Center Abandon rate Gamification Education 148

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. Active listening by the agent.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

SmartAction

FEBRUARY 7, 2024

This specific application of AI technology stands to redefine customer service experiences in auto dealerships. This oversight is more than a missed technological opportunity; it’s a gap in providing comprehensive customer service and operational efficiency.

Wait times 75

Wait times Technology Customer Service Personalization 75

Fonolo

APRIL 1, 2021

For today’s businesses, closing deals and making sales isn’t enough. If your customers aren’t happy with the experience you provide, they’ll leave you without a word. That’s where CSAT — or customer satisfaction — scores come in. It’s a great way to explore trends within customer feedback and identify problem areas.

Contact Center 152

Contact Center Call Center Interactive Voice Response Feedback 152

Fonolo

JULY 20, 2023

Call-backs are an excellent tool that can benefit both customers and businesses – when they’re designed and implemented correctly. It’s important to understand that call-back products using algorithms and estimated wait times often come up short, leaving customers waiting on hold a second time.

Wait times 67

Wait times Abandon rate Call Center Contact Center 67

Aspect

MAY 6, 2020

Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. Agents on the front line are in a rapid shift and require most initial focus. Why should performance and productivity be reevaluated? Forecasting should be reviewed.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

Fonolo

FEBRUARY 17, 2022

Though customers should be the key focus of all call centers, agents are the driving behind-the-scenes force who ensure these customers enjoy a timely, empathetic, and efficient experience. After all, happy agents lead to happy customers and, ultimately, award-winning customer experience. .

call center workforce 87

call center workforce Call Center Management Contact Center 87

Expivia

MAY 4, 2021

Call centers often don’t spend enough effort on customer service. And customer service is truly dead when profits outrank everything. . Is there a way to offer incredible customer service and still scale your sales goals? In fact, customer service is the only way you can grow your business. Here’s why. Or does it?

Customer Service 86

Customer Service Interactive Voice Response Call Center Average Handle Time 86

Nicereply

NOVEMBER 10, 2020

Not only does employee satisfaction help make happier, and healthier employees, it also helps make happier and healthier companies. You need customers to have a successful business. And research consistently shows that satisfied customers are loyal customers, so it makes sense to check-in frequently.

Agent burnout 98

Agent burnout Finance Advertising Personalization 98

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. It takes deliberate action , honesty, and people that care enough to make it work. Sure, it might be getting things done , but are your people happy? But for others, those acts of gratitude could make them uncomfortable.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Taylor Reach Group

APRIL 27, 2020

The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). By Colin Taylor.

Agent Empowerment 137

Agent Empowerment Consulting Consulting Coaching 137

Fonolo

JANUARY 17, 2023

The cost savings AI offers makes the move to more automation inevitable. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. Convenience.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154