SharpenCX

FEBRUARY 4, 2020

As a manager of a contact center, your role is essential to the care of your customer base. You’ve got a list of call center manager responsibilities that can feel overwhelming. I’m sure things don’t always go as planned in your contact center. So, where do you fit in? You’re working under immense pressure.

Call Center 84

Call Center Management Coaching Contact Center 84

Fonolo

MAY 16, 2019

The Guest Education Centre is a call center that focuses on “product education” rather than sales. This means that if you don’t live by a lululemon store and have a question about garment care or an issue with a product, you can give them a call. The Contact Center Guide to Managing Spikes in Call Volume.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Tip #3: Streamline Call Center Communications Technology. These systems are easy to learn and implement in contact centers with both full-time and seasonal staff. Tip #5: Take Advantage of Technology.

Journey mapping 97

Journey mapping Chatbots Contact Center CRM 97

JustCall

AUGUST 22, 2022

The 385 country code is an overlay area code that covers the same area as the 801 area code, and it went into effect on June 1, 2008. And, on the other hand, the 385 area code is an overlay from the numbering plan of 2008. Robust Contact Center Features. What Area Codes are 385 and 801? . Discover the JustCall Advantage.

voip 52

voip Interactive Voice Response virtual call center Contact center software 52

Verint

FEBRUARY 29, 2016

The not-for-profit National Association of Call Centers (NACC) is gathering the data needed for continued contact center research in 2016. Although Saddletree Research is my primary business, I have worked under contract as research director for the NACC since 2008.

Call Center 21

Call Center Surveys Contact Center contact center workforce 21

BlueOcean

JULY 3, 2019

US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. But there’s a hitch for folks who are tasked with hiring, especially those hiring for contact center teams: when more people are working, there are fewer active job seekers.

Customer Service 63

Customer Service outsourcing Contact Center Education 63

TMP Direct

APRIL 29, 2015

Loss of customer loyalty: “Contact centers leave 18% of customers with unresolved issues. Consequently, call centers with the ability to solve problems have enormous potential to help firms retain valuable customers and preserve the value of their customer asset. Customer Service Fast Facts.

Customer Service 40

Customer Service Advertising Contact Center Customer retention 40

Contact Center Geek

JUNE 9, 2016

Here's a bit of call center humor, in the spirit of Throwback Thursday. And it is the geometric shape that inspired a Quality Management program I was part of in 2008. In the good years we were adding new products and growing our call centers as we strived to deliver stellar customer service.

Call Center 48

Call Center Quality management Marketing Management 48

Talkdesk

JUNE 19, 2019

Founded in 2008, SimpleBills got its start when two college roommates saw the need for a utility bill-splitting service. It would have been so much easier if we had a way to properly manage our utilities so that each individual could easily check each bill and pay their portion. SimpleBills does just that!

Customer Service 42

Customer Service contact center solutions Contact Center Metrics 42

Callminer

JANUARY 18, 2021

Use call recordings and ongoing training to nurture emotional competence among agents. Diffusing tense conversations and satisfying the chronically unsatisfiable are but two of the emotionally charged skills of every great call center agent. ” – Effective Call Center Scripts , Salesforce; Twitter: @SalesforceGov.

Best practices 226

Best practices Call Center Contact Center Scripts 226

NobelBiz

FEBRUARY 22, 2023

Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. In this article, we dissect Customer Service 7 pain points in call centers, and how to tackle them. Additionally, there are specific agents whose phones are always plugged into the call queue.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

NobelBiz

MAY 17, 2022

Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. In this article, we dissect Customer Service 7 pain points in call centers , and how to tackle them. Additionally, there are specific agents whose phones are always plugged into the call queue.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

Contact Center Geek

AUGUST 7, 2014

Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ? As a call center leader, I was astonished. And then I took a look at what it means to cancel service in my call center.

Government 48

Government Average Handle Time Call Center Metrics 48

aircall

FEBRUARY 3, 2021

Consumers have lots of options for banking and other financial services, and a financial services call center streamlines sales and support operations. With a call center, your financial services institution has greater ability to gather information about your customers and get to know them better.

Call Center 62

Call Center call center software Interactive Voice Response voip 62

CSM Magazine

DECEMBER 12, 2019

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. The view from the contact center. Data breaches continue to challenge and cost businesses.

Contact Center 52

Contact Center Interactive Voice Response Finance Call Center 52

Comm100

NOVEMBER 14, 2017

12% growth from 2008-2018) and in some countries around the world, it is the primary driver of their economy. Call Center Professionals – A professional networking group for individuals actively involved in the Call Center Industry as a Strategic Leader, Operations Manager or Consultant.

Customer Service 43

Customer Service Morale Education Call Center 43

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Xaqt

JUNE 1, 2020

Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52