SharpenCX

MARCH 5, 2020

Then, you can coach your agents to what you find. For example, self-service is one of the biggest customer service trends coming to bat over the past few years. While the benefits of self-service are undeniable, too much self-service can actually create a negative experience for your customers.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. For example, contact centers will now require data scientists, data analysts and self-service app developers.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

SharpenCX

NOVEMBER 21, 2019

2020 call center trends look to finally shake up the stale industry. A staggering 88% of customer service professionals say customers have higher expectations than in the past. As we look to 2020 call center trends, we look past shiny objects. In 2020, data strategies will go a step further than they did last year.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. We’ve seen virtual service and self-service technologies quickly implemented due to limited in-person service options. Annette Franz , CEO at CXJourney Inc.

Contact Center 147

Contact Center Coaching call center association Call Center 147

SharpenCX

NOVEMBER 11, 2020

Raise your hand if 2020 made you toss old customer service playbooks out the window. If you told me that in 2020, I’d be holed up in my guest room working from a vanity-turned-desk for a year, sheltering in place from an invisible menace terrorizing our society, I would’ve thought you were reciting an episode of the Twilight Zone.

Customer Care 67

Customer Care Customer Service Self service Coaching 67

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. For example, contact centers will now require data scientists, data analysts and self-service app developers.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. To help agents level-up their skills, many contact centers are turning to gamification for everything from new hire on-boarding and coaching to perpetual training and development.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Fonolo

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. It happened even faster than we thought.

Contact Center 135

Contact Center Consulting Consulting call center association 135

CSM Magazine

JULY 26, 2023

UK analyst for the contact centre and CX industry ContactBabel in its 2023 Decision Makers Guide discovered a ‘very wide spread of attrition rates across the industry with 22% of respondents having to deal with attrition rates of over 30% compared to only 16% in 2020.’ Here are 7 steps guaranteed to point you in the right direction: 1.

Self service 52

Self service Coaching Chatbots Analytics 52

3CLogic

JANUARY 5, 2022

While many contact centers made the switch to a distributed workforce in 2020, it was predominantly seen as a temporary situation. Providing individualized coaching. A robust coaching program that leverages metrics is especially critical to empowering agents to be at their best. How much can voice self-service actually handle?

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Upstream Works

SEPTEMBER 1, 2020

Invest in More Training and Coaching Opportunities. This is where coaching and training opportunities become important. Utilize Self-Service Options. Lessen this strain by making use of self-service options. According to NTT’s 2020 Benchmark Report, only “25.6

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020. 24/7 Self-service.

Chatbots 78

Chatbots Journey mapping Self service Contact Center 78

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Look for technology with targeted coaching and personalized remote training. Look for cloud technology that makes it possible for you to coach agents remotely so you can give frequent, focused feedback. >>

Contact Center 128

Contact Center Technology Coaching Analytics 128

SharpenCX

FEBRUARY 23, 2021

And, coaching often falls from the priority list when you don’t have a direct relationship with those handling your customer interactions. If you’re tempted to outsource customer service, weigh all your options first. Implement omnichannel strategies to provide customer self-service options.

outsourcing 67

outsourcing Customer Service Coaching Contact Center 67

COPC

MARCH 31, 2021

Companies looking to improve customer satisfaction in today’s pandemic-impacted environment should pay close attention to key CX trends learned from 2020. In the annual Customer Experience Management Benchmark Series (CXMB) 2020 Corporate Edition report, produced by COPC Inc. SST growth took off. Download the report now !

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

Serenova

JULY 7, 2020

Advanced contact center solutions can use the metrics and KPIs to dynamically prescribe tailored training courses and coaching sessions. Plus, it can help agents develop necessary skills by automatically generating coaching sessions triggered by your performance thresholds. You can pair this with gamification that encourages learning.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Spearline

NOVEMBER 30, 2021

While digital communication channels are everywhere in today’s customer service, most people still prefer to call brands when they need assistance. If a self-service channel fails to work, your customers are likely to pick up the phone for further support. Keep tracking consistent but adjust your KPIs as your business changes.”

Customer Experience 105

Customer Experience Telecommunications Coaching Call Center 105

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Calabrio

OCTOBER 20, 2020

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment. Each year presents its own challenges, but we are proud to see continued growth throughout 2020. What that goal in mind, we are honored to be awarded 20th place in the Minneapolis/St.

Government 82

Government Coaching Self service Analytics 82

SharpenCX

MAY 27, 2021

Now, customer service research shows more than 82% of customers feel comfortable using digital channels, chatbots, and self-service options. Technology in the service experience is more than just the IVR you punch through at the start of a phone call. Trend #2: Automation is Becoming Mainstream.

Contact Center 67

Contact Center Customer Service Interactive Voice Response Chatbots 67

SharpenCX

AUGUST 18, 2020

The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. Bad service experiences drive up your operational costs. In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? Obvious ROI.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. Bad service experiences drive up your operational costs. In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? Obvious ROI.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 4, 2020

According to Salesforce, about 23% of service organizations use automation and chatbots today and 53% expect to do so by 2020. Use it to automate scheduling your agents, route coaching lessons to your team, and even alert you to KPI thresholds that need attention. Advance Your Self-Service Tools to Cut Out the Noise.

Call Center 67

Call Center Technology Self service Coaching 67

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience. We are all learning as we go.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Serenova

DECEMBER 4, 2019

Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. The performance analytics can deliver advice to analysts in a self-service manner, with critique of their verbal queues, tone of voice, speed of talking, etc. Today, 37.2% Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

SharpenCX

JUNE 29, 2021

[Read Next:] Coaching and Training Action Items to Inspire your Customer Service Training Program. To keep up with changes in automation and our increasingly digital workplace, coach your agents in the skills they need to keep up with the future of work. Coaching and Upskilling Agents Toward 3 Essential Customer Service Skills.

Customer Service 67

Customer Service Coaching Call Center call center software 67

Integrity Solutions

JULY 28, 2022

While contact center managers are understandably enthusiastic about the speed, convenience and reduction in human resource costs associated with self-service chatbots and machine learning, these tools and technologies have their limits. Contact centers need to invest in the development of leaders to create coaching cultures.

Contact Center 52

Contact Center Coaching Metrics Self service 52

Noble Systems

SEPTEMBER 29, 2020

Give employees tools and resources to succeed – Use dynamic data to provide a user experience tailored for each agent, empowering them to reach peak performance through programs that focus on their individual needs, including scheduling, coaching, training, evaluations, and motivation. What are the Benefits of using a WFO Solution?

Management 86

Management Gamification Quality management Schedule adherence 86

Balto

AUGUST 10, 2022

Figure 2: Industry investment in contact center coaching and technology in the next year. For example, the lowest churn on average belonged to companies that were investing up to $100,000 a year each on coaching and software. The highest churn belonged to those who spent between above $5,000,000 apiece on coaching and technology.

Contact Center 52

Contact Center Real estate Telecommunications Coaching 52

SharpenCX

APRIL 14, 2021

In 2020, the risk of employee burnout rose by 33%. . Voluntary turnover simmered down in April of 2020 when we flipped on self-preservation mode. Explain what type of training agents can expect and how frequently you’ll coach them after onboarding. Hubspot’s 2020 State of Customer Service report echoed this list.

Contact Center 67

Contact Center Coaching Employee engagement Feedback 67

Calabrio

OCTOBER 20, 2020

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment. Each year presents its own challenges, but we are proud to see continued growth throughout 2020. What that goal in mind, we are honored to be awarded 20th place in the Minneapolis/St.

Government 52

Government Coaching Self service Analytics 52

Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

CSM Magazine

FEBRUARY 14, 2023

Technology Alone Is Not the Answer Self-service is not the only solution to the labor shortage, nor is technology the only answer to reducing costs. One of the most basic customer service elements has been long ignored and underinvested in consistently. Savvy organizations recognize that technology alone is not the answer.

Contact Center 52

Contact Center outsourcing Business Process Outsourcing Consulting 52

Noble Systems

JUNE 27, 2019

It analyzes both live calls and call recordings to prompt agents, spot trends, identify reasons for customer calls, improve quality, measure script adherence and discover training and coaching needs. Real-time reporting provides data on each interaction as it is occurring so that supervisors can coach on the spot or intervene when necessary.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

3CLogic

MARCH 9, 2021

Sharath : In 2020 we learned how resilient contact centers are and how critically they impact today’s businesses. What were some interesting customer experience trends you saw in 2020? When dealing with something really important, people need to speak with a real person on the phone to get their customer service issue resolved.

Customer Experience 52

Customer Experience Airlines Coaching Contact Center 52

SharpenCX

SEPTEMBER 10, 2020

And while online shopping used to be a luxury, in 2020 it became a necessity. But these habits have also changed the way I look for help from customer service, too. When I have a question about my grocery order or the industrial toilet paper I had to order (thanks TP crisis 2020), I don’t have a human to talk to.

Contact Center 67

Contact Center Entertainment Self service Coaching 67

Calabrio

AUGUST 10, 2020

Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. Meetings, trainings and coaching happened all day long. Self-servicing for shift preferences, overtime or time-off is nothing new.

Contact Center 97

Contact Center Coaching Self service Service level 97