ChurnZero

JANUARY 4, 2024

Expanded roles and responsibilities: how will customer success evolve in 2024? 2024 will be the year that CS teams create and execute on segment-specific playbooks that combine products, service offerings, and proactive engagements that align to value.” We asked ChurnZero’s industry network of CS experts to weigh in.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

DMG Consulting

SEPTEMBER 12, 2023

Especially beneficial for new hires and supporting work-at-home/hybrid staffing models, RTG expedites the agent ramp-up process by providing an “always available” coaching/ training resource.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

CSM Magazine

SEPTEMBER 21, 2023

The time is flying too fast and if you are planning to launch your own project in 2024, it’s already a good moment to start considering different ideas. What are the most promising ideas in 2024? Or you can build an app for online training with personal coaches or in groups.

Gamification 59

Gamification Coaching Education Consulting 59

Amplifai Coaching Category

MARCH 5, 2024

Discover the best call center gamification software for 2024. Boost agent engagement, performance, and customer satisfaction with our expert guide.

Gamification 52

Gamification Call Center 52

24-7 InTouch

MAY 30, 2024

Winnipeg, MB – May 30, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader by Frost & Sullivan in the 2024 Frost Radar for Customer Experience Management in North America.

Customer Experience 59

Customer Experience Coaching Best practices Government 59

NobelBiz

FEBRUARY 13, 2024

In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Call Whispering Call whispering allows supervisors to coach agents during live calls by providing them with information or advice without the customer hearing, improving the quality of service in real-time.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

ChurnZero

MAY 15, 2024

The issue, however, is that interpersonal leadership skills alone won’t help CSMs hit their goals in 2024. Download the 2024 CSM Confidential Report here. 45%) Coaching and mentoring our team. (43%) Our top three results: Making time for me when I need them. (73%) 73%) Supporting CSMs in difficult customer situations. (71%)

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

Hodusoft

MAY 29, 2024

Capterra’s 2024 Shortlist for Auto Dialer Capterra is an Arlington, Virginia-headquartered company that was founded by Michael Ortner and Rakesh Chilakapati in 1999. The company included HoduCC in its coveted 2024 Shortlist for Auto Dialer.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

ChurnZero

FEBRUARY 8, 2024

Last month, ChurnZero’s article on customer success trends for 2024 came with a warning for CS teams and their leaders from one contributor. 2024 is when “more with less” starts to see diminishing returns,” predicted Ryan Johansen. Will we really see additional stress for CSMs in 2024?

Morale 52

Morale SaaS Coaching Management 52

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions. However, Gen AI is not a plug-and-play solution.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

CSM Magazine

MAY 8, 2024

In fact, a recent survey by Metrigy found that more than 80% of companies are increasing their AI spending in 2024; the top reason, cited by 75.4% of those companies, is that they recognize the efficiencies AI brings. The possibilities of utilizing AI as a tool to supplement CX practices seem plentiful.

Customer Service 52

Customer Service Contact Center outsourcing Coaching 52

JustCall

AUGUST 8, 2023

billion by 2024. With real-time AI insights and prompts, JustCall helps improve agent coaching, training, and monitoring, leading to immediate ROI. The AI-powered call scoring feature enables assessment of all sales and support calls, identifying top-performing agents and areas that require additional coaching.

Chatbots 52

Chatbots Customer retention Coaching Feedback 52

Playvox

APRIL 4, 2023

To keep engagement up, feedback should be focused on coaching rather than micromanaging. A coaching solution that automatically delivers feedback on how to improve can be very effective. It’s also important to understand the best way to coach each team member.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Horizon CX

FEBRUARY 29, 2024

Provide Ongoing Support and Feedback : Offer ongoing support, coaching, and feedback to employees to help them continuously improve their customer service skills. Click HERE to learn more about HorizonCX: Karl Sharicz – Founder, CEO – HorizonCX | March 2024 The post The Power of Purging Perfunctory Performance appeared first on Horizon CX.

Morale 52

Morale Customer centricity Upselling Feedback 52

3CLogic

JANUARY 9, 2024

So, how can your organization stay competitive in 2024? How to Stay Competitive in 2024 with Unmatched Customer Experiences 1. Supporting Capabilities: AI Coaching, Voice-Enabled Self-Service, AI-Powered Analytics and Reporting 4. In 2024, simplicity is a top strategy for success. The cost and complexity are increasing.

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

Hodusoft

JANUARY 3, 2024

Live monitoring and agent coaching Live monitoring allows supervisors to listen in on ongoing calls in real-time, providing immediate feedback and coaching to agents. The softphone application allows agents to make calls directly from their computers, streamlining the calling process and providing a seamless communication experience.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

MiaRec

JANUARY 15, 2024

Call Centre Helper | MiaRec Tatiana Polyakova, our COO at MiaRec, joins Call Centre Helper to share with you a glimpse of what's on the horizon for MiaRec in 2024. In 2024, we're set to introduce a range of exciting updates that will revolutionize the way contact centers operate. And that's just the beginning! Curious to learn more?

Coaching 52

Coaching Scripts Feedback Contact Center 52

Balto

JANUARY 22, 2024

We’ll help you understand how generative AI can skyrocket your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers happier. The manual, time-consuming approach means that you’ll have to compromise and make your coaching sessions much more generic than they should be.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

JustCall

APRIL 9, 2024

Features to look out for in a VoIP dialer Here are six key features you should prioritize in a 2024 VoIP dialer: Advanced auto dialing: Automate the dialing process with features like auto dialing, predictive dialing, and progressive dialing. These tools support knowledge sharing, coaching, and real-time support for agents.

voip 40

voip Sales Scripts CRM 40

JustCall

APRIL 23, 2024

AI-powered call scoring can help with this and can directly impact the speed and quality of how managers coach their teams. That’s great for outreach but a nightmare for managers who need to score reps on call performance. 5 of the best predictive dialers for call center and inside sales 1.

call center software 52

call center software Sales CRM Analytics 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

ChurnZero

MARCH 7, 2024

If you’re a customer success leader in 2024, you’ve probably spotted the signs of stress among your CSMs over the last 18 months. You might be feeling the pressure too, and wondering if you’re the only manager affected. It’s a good way to have your team walk through what’s most important so that they can organize their day around it.

Management 94

Management Coaching Personalization 94

3CLogic

APRIL 29, 2024

Enterprise leaders are well aware of this, ranking technology enablement for employees, employment of advanced analytics, and an improved experience as top priorities for 2024. Because successful agents are more likely to stay with your organization, providing efficient agent coaching and education leads to lower turnover rates.

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Enterprise 52

3CLogic

FEBRUARY 7, 2024

Artificial intelligence in customer service enhances your communication platforms with intelligent self-service, automated workflows & call transcripts, customer sentiment insights, AI Coaching — and much more — to elevate the overall experience without increasing manual efforts.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Playvox

FEBRUARY 1, 2024

There are three types of sentiment: Positive sentiment Neutral sentiment Negative sentiment According to the Zendesk CX 2024 CX Trends Report , 70% of consumers spend more with companies they feel provide positive experiences. Earlier Zendesk research shows 61% of customers would switch to a competitor after one bad experience.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

AWS Machine Learning

MAY 9, 2024

FAST has earned a fourth consecutive leader ranking in the 2024 ISG Provider Lens report for its seamless integration with Verisk’s data, analytics, and claims tools. Beyond his professional passion, he enjoys reading, traveling, and coaching the middle school robotics team.

Engineering 110

Engineering Customer Support APIs Government 110

CSM Magazine

JULY 7, 2022

In its 2021 Technology Trend report, Gartner predicted that, by 2024, businesses that prioritize a TX strategy will outperform their competitors in the critical customer and employee satisfaction metrics by 25 percent. Kate focuses on coaching and educating across the design process. About the Author.

Journey mapping 59

Journey mapping Employee engagement Feedback Metrics 59

Aria Solutions

MARCH 31, 2020

The global call center market is predicted to grow to $481 billion by 2024 , propelled by the need for businesses to deliver customer-focused services. Support tools to manage, monitor, and coach support teams. Two-thirds of businesses surveyed report that they compete mainly on customer experience. We also know that tech changes fast.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

JustCall

NOVEMBER 16, 2022

billion between 2020 and 2024. eLearning is an automated way to augment existing individual coaching and training sessions, and is 3 times more cost-effective than classroom training, especially as agents are becoming active participants in their development. billion globally by 2027. Reduce Training Costs With eLearning.

Call Center 52

Call Center Consulting Consulting Education 52