Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. When employees feel connected to their jobs and have meaningful goals, agent performance increases. And happy agents tend to deliver experiences that delight your customers.

Employee engagement 63

Employee engagement Contact Center Gamification Coaching 63

Taylor Reach Group

APRIL 9, 2020

Your organization is doing its best with the resources it has. What’s the cost to your organization if nearly three quarters of your customers go elsewhere? What’s 72% of your annual revenue? Start with your front-line employees, the people who are dealing with your customers. What else can you do?

Consulting 173

Consulting Consulting Contact Center Surveys 173

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. But it’s up to management to promote call center motivation and create a work environment where their agents can gain a sense of satisfaction from their work. But which tactics are the right ones for your call center?

Call Center 87

Call Center Construction Abandon rate Feedback 87

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

ShepHyken

FEBRUARY 20, 2017

7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. We busted through that noise found seven powerful tactics you can start using now to take your loyal customers to ‘super user’ status! You’ll have to download this report, but it is well worth it. Rhetorical question!)

Customer Service 212

Customer Service Finance Contact Center Personalization 212

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

OCTOBER 3, 2019

There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools, people, or organization. To be good, a customer support interaction needs to be…. Next, practice structuring your sentences.

Customer Support 265

Customer Support Customer effort Self service Metrics 265

Beyond Philosophy

JANUARY 3, 2017

The word ‘chronos’ may be familiar to some. Kairos is probably less well-known. Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). In ancient Greek, it means “time” or “order”, like chronology or sequence.

Consulting 191

Consulting Consulting Interactive Voice Response Customer centricity 191

Talkdesk

MAY 12, 2020

The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily. This will help agents put a face to a name and give them a lifeline when needed.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Babelforce

SEPTEMBER 15, 2021

Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help. To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Vcaretec

JULY 18, 2023

It's a wise move to decide to call center outsourcing solutions so you can maintain your attention on what matters most—running your business! The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

Outsource Consultants

JANUARY 18, 2022

As we enter a new year, Outsource Consultants Founder & President Corey Kotlarz shares his thoughts on the state of the call center industry. Looking back on 2021, what surprised you the most about the state of the call center outsourcing industry? The call center industry continues to evolve to meet current needs, and is thriving.

Call Center 128

Call Center outsourcing Government Marketing 128

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Related Article: How to Maintain Your Company Culture as you Scale.

Contact Center 103

Contact Center Calibration Construction Morale 103

aircall

JANUARY 24, 2022

Making your customers feel important is a vital component of this cycle. The idea of customer support is more than a necessity for post-sale activities. The idea of customer support is more than a necessity for post-sale activities. It’s a mistake to view your customer support team as a cost center.

Call Center 126

Call Center Best practices call center software CRM 126

Solvvy

AUGUST 17, 2022

You can monitor KPIs for virtually every facet of your business. However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and retention to cost control and the bottom line.

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

Quality Contact Solutions

SEPTEMBER 14, 2022

It seems to be running smoothly and more importantly, client goals and expectations are being met. Henry Ford once said: “The competitor to be feared is one who never bothers about you at all, but goes on making his own business better all the time.” This can be done in many ways, depending on the type of program.

Telemarketing 98

Telemarketing Wireless Morale Scripts 98

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. And what better way to expand your knowledge than picking up a book? They can also help refresh your memory with old knowledge and tactics you’ve nearly forgotten. Notable quote: “ How do we get people to act on our ideas? We tell stories.

Management 98

Management Call Center Metrics Entertainment 98

Nicereply

NOVEMBER 16, 2022

In this article, you’ll find the essential equipment you need to be effective as a support manager. This includes purely support-focused tools —like your ticketing software—as well as other productivity tools that will help you be better at your job. Employee scheduling software. Example: Assembled.

Management 98

Management Analytics Feedback Surveys 98

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. With remote work becoming a permanent fixture of the contact center industry, proper staffing and scheduling is trickier than ever. Industry Report: State of the Contact Center 2022.

Call Center 87

Call Center Contact Center Accountability Management 87

Toister Performance Solutions

JANUARY 27, 2022

The contact center agent shook his head as he scanned the quality assurance form. We had just sat down to review a call, and it wasn't going well. What is contact center quality assurance? I realize some readers might not be familiar with the quality assurance process in contact centers.

Contact Center 71

Contact Center Airlines Construction Feedback 71

JustCall

MARCH 7, 2023

The hybrid work model in contact centers is a mix of on-premises and remote work. The on-premise workers are located at the same facility as the contact center, while the remote workers are located outside the facility, usually at or other locations scattered throughout the globe.

Contact Center 52

Contact Center voip Business Process Outsourcing Telecommunications 52

ShepHyken

FEBRUARY 27, 2017

Customer experience (CX) industry leaders understand this — and must create this value for customers as well as their employees. There is a balance that must be struck between human and automated. If a Live Person Isn’t Answering Your Phone, You’re Losing Customers by Conversational.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

Fonolo

DECEMBER 9, 2021

Sure, if you’re hiring correctly, your contact center will be filled to the brim with the right personalities and work ethics for success—but being surrounded by the best call center agents means effective training, constant support, and strategic goal setting. GET YOUR FREE SCORECARD TEMPLATE.

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

Playvox

SEPTEMBER 30, 2021

The system tracks your movements and provides feedback and points based on how well you’re keeping up. The system tracks your movements and provides feedback and points based on how well you’re keeping up. Why You Should Bring Gamification into Your Contact Center. The best moves win. Incentives.

Gamification 52

Gamification Call Center Contact Center Coaching 52

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools , people, or organization. To be good, a customer support interaction needs to be…. Next, practice structuring your sentences.

Customer Support 169

Customer Support Customer effort Self service Metrics 169

Balto

NOVEMBER 8, 2022

Monitoring agent performance is fundamental for keeping your call center running at optimal levels. . There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. Key Metrics for Measuring Agent Performance. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Calabrio

OCTOBER 19, 2022

This year’s theme was “Power Up,” and little did we know how fitting this theme would be, after Hurricane Ian changed course. We chose the theme of “Power Up” to represent being back in person with our customers and partners after two years of virtual events. Brand Guardianship Is Key to Consumer Loyalty.

Contact Center 59

Contact Center Analytics Coaching Transportation 59

SharpenCX

JUNE 16, 2021

Workplace culture, safety and equality is critical to running a successful call center. It shapes employee engagement and retention , it affects the perception prospective hires have about your company. In other jobs, I felt dreaded going into work every day, knowing that I couldn’t be fully myself there.

Call Center 67

Call Center Education Coaching Construction 67

Taylor Reach Group

MAY 11, 2021

Typically, the Mission Statement refers to the company’s purpose, or the reason why it is exists, while a Vision Statement refers to what the organization aspires to be. Employees sometimes struggle to make a connection between these statements and how they impact their day-to-day activities. How can this gap be addressed?

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

NobelBiz

FEBRUARY 21, 2023

Even though technology has improved in the call center industry, the level of customer experience is still mostly determined by how people interact with each other. This means that the agents’ soft skills can make a big difference in how good your support is. Key takeaways: Active listening is key to nurture customer trust.

Contact Center 52

Contact Center Call Center CRM Call Logging 52

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. There, he served as a regional sales manager before progressing to become Head of Outbound Contact Centres, a role he served in for five years before moving onto multiple leadership roles in that company. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. Mentorship is key to happiness and longevity in the contact center. No strings attached.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Fonolo

JANUARY 27, 2022

Finding your next great call center agent — someone who will help your contact center succeed— is no easy feat. Asking these call center interview questions will help you find the best agents to help the organization excel. Hiring the wrong agents can be detrimental and costly.

Call Center 75

Call Center Contact Center Construction call center professionals 75