24-7 InTouch

MAY 30, 2024

IntouchCX also received the Best Practices Technology Innovation Leadership award which is given to companies at the forefront of innovation and growth who are innovating and creating new products, solutions, and services that meet ever-evolving customer needs.

Customer Experience 59

Customer Experience Coaching Best practices Government 59

Balto

AUGUST 24, 2022

5 Ways to Turn 2022’s AEP Challenges Into 2023’s Opportunities for Greater Success. While it can seem overwhelming, you can turn challenges into opportunities to create a new business model for 2023’s Medicare AEP. Actionable Steps for a More Successful 2023 Open Enrollment. Coach in Real-Time.

Coaching 52

Coaching Scripts Healthcare Education 52

Playvox

OCTOBER 12, 2022

According to an article by KPMG , more than $7 trillion dollars will be invested in making work digital by 2023. What are Best Practices for Managing Remote Contact Center Agents? What are Best Practices for Managing Remote Contact Center Agents? Related Article: Best Contact Center Games to Play Remotely.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Best of all, bringing all these benefits to a customer service environment comes with significant return on investment.

Customer Service 87

Customer Service Chatbots Healthcare Wait times 87

JustCall

JANUARY 23, 2024

San Francisco, August 14, 2023 – JustCall today announced it has launched JustCall CTI App on Salesforce AppExchange, empowering customers to transform their communications by delivering comprehensive, hassle-free workflows for sales and support teams, leveraging AI-powered agent-assistance tools to enhance calls and contact center support.

Outbound sales 52

Outbound sales contact center solutions Contact Center SaaS 52

Playvox

FEBRUARY 16, 2024

The Role of AI in Quality Management According to a June 2023 McKinsey report , about 75 percent of the value that generative AI use cases could deliver falls across four areas: Customer operations, marketing and sales, software engineering, and R&D.

Quality management 75

Quality management Contact Center Management Best practices 75

JustCall

APRIL 12, 2023

JustCall is Best-suited for: JustCall can be used by enterprises of all sizes (small, mid, and large) and is perfect for a business looking to implement an all-in-one customer communication platform. MeetRecord Overview MeetRecord is a call recording and coaching software used by 35+ startups and mid-market companies. Though Chorus.ai

Sales 52

Sales Coaching CRM Contact center software 52

Balto

FEBRUARY 6, 2023

For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. Suddenly, their work has greater meaning and impact.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Balto

JANUARY 22, 2024

The advancements in Generative Artificial Intelligence (Generative AI) have dominated the headlines and social media discussions throughout 2023, and for good reason. You can also use it to generate ideas for your coaching plan by asking it to provide you with some of the strengths and weaknesses of each agent and how to improve them.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

JustCall

MAY 23, 2023

The focus this year will largely be around the themes of digital transformation and innovation, the growing role of Generative AI and emerging tech, and top industry insights as well as best practices. Read on to learn more about what you can look forward to.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To keep engagement up, feedback should be focused on coaching rather than micromanaging.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “I’m calling it now,” says CS management coach Ryan Johansen. It’s an exciting time to be in customer success.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Toister Performance Solutions

MARCH 2, 2023

Burnout study overview A total of 951 contact center agents participated between January and February 2023. They bring out the best in people, and help their team reach new levels of mastery in their role. Supportive actions include coaching, encouragement, and even accountability. The responses were anonymous.

Contact Center 102

Contact Center Agent burnout Surveys Accountability 102

SmartKarrot

APRIL 13, 2023

So, let’s dive in and discover the top account management influencers to follow in 2023! Note: Though we have tried our best not to, we acknowledge that we may have missed some notable influencers who should be on this list. Top 20 Account Management Influencers 2023 [Listed Alphabetically] 1.

Accountability 11

Accountability Management Consulting Consulting 11

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose.

Contact Center 48

Contact Center Average Handle Time Analytics Consulting 48

CSM Magazine

JANUARY 19, 2023

It’s time for contact centre leaders to drive CX best-practice across the whole enterprise, whilst encouraging their agents to become brand guardians with the power to influence corporate perception, boost customer loyalty and profits using the data-infused sweets in their store.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

Playvox

OCTOBER 20, 2023

On the flip side, according to a Zendesk CX 2023 Trends report, 70% of consumers spend more with companies that offer fluid, personalized, and seamless customer experiences. There are three types of sentiment: Positive Neutral Negative It’s well established that negative sentiment or bad experiences drive customers right out the door.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

JustCall

MARCH 8, 2023

Here are 11 trailblazing women in CX you should start following in 2023: 1. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. They are defining the future of CX through creative ideas, innovative approaches, and impactful strategies.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Serenova

AUGUST 25, 2020

Customer service is never more important than during times of crisis, and the global Covid-19 pandemic has further demonstrated how essential it is for managers to work with agents daily to provide both coaching and address concerns as they arise. 4 Workforce Management Best Practices that Ensure Customer Service Doesn’t Fall Short.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

JustCall

APRIL 13, 2023

Provides real-time coaching. Cons Helps with coaching and note-taking to improve calls and follow-ups. Monitoring recorded calls for quality control allows users to leverage targeted support for growth to make each customer experience the best it can be. Helps with call improvisation for closing more deals. Pros Chorus.ai

Coaching 10

Coaching CRM Sales Analytics 10

Serenova

AUGUST 25, 2020

Customer service is never more important than during times of crisis, and the global Covid-19 pandemic has further demonstrated how essential it is for managers to work with agents daily to provide both coaching and address concerns as they arise. 4 Workforce Management Best Practices that Ensure Customer Service Doesn’t Fall Short.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

NobelBiz

MAY 2, 2023

In this respect, one of the best practices in the industry at the moment is to break the boundaries of voice-only outbound campaigns and go for what is known as the omnichannel approach. Training and Coaching: The success of an outbound lead generation strategy depends on the skills of the contact center agents.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Education Services Group

OCTOBER 20, 2022

Her secret to success included three personas: A Coach. Best when this relationship is positive, save the venting for your coach. Jeff Kushmerek , CEO of Infinite Renewals, might have stated this reality best when he quipped “CS leaders who don’t own renewals and upsells must like layoffs.”

Coaching 10

Coaching Upselling Feedback Metrics 10