Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NICE inContact

OCTOBER 3, 2017

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution!

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

NobelBiz

FEBRUARY 19, 2021

Going into 2021, we can foresee a few things in the contact center space that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. The post VIDEO & ARTICLE: Top Contact Center Trends in 2021 appeared first on NobelBiz®.

Contact Center 52

Contact Center Agent Empowerment Personalization Customer Experience 52

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

NICE inContact

OCTOBER 3, 2017

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution!

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

pindrop

FEBRUARY 12, 2020

The 5-Point Customer Experience Health Check for Contact Centers. Often when thinking about customer experience most of the thought is dedicated to the online experience, but what about the contact center? Without appropriate customer data, personalization becomes a bridge too far. Check for Agent Empowerment .

Contact Center 52

Contact Center Customer Experience Agent Empowerment Call flow 52

Talkdesk

NOVEMBER 9, 2017

When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Vistio

NOVEMBER 7, 2022

Talking with Jakob Mattice today about the amazing themes from the ICMI Contact Center Expo in Orlando. Meeting in person, building community and networking with so many great colleagues was so inspiring. Let’s dive in to some of the ideas we share at the conference, namely our focus on Agent Satisfaction as our main metric. [

Metrics 52

Metrics Agent Empowerment Automotive Contact Center 52

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Talkdesk

NOVEMBER 9, 2017

When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

DECEMBER 30, 2019

Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate—or, simply put, human.” Because it determines your agents’ empowerment, productivity, and happiness at work. What’s the real cost of agent turnover in your contact center? Reduce your wait times.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

JUNE 30, 2021

As a contact center manager, much of what you do daily shapes the quality of your service. You likely want to see your agents succeed in their work. Project 1: Invest in the Right Tools for Your Contact Center. Investing in quality tools and technology in your contact center can go a long way.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

JUNE 24, 2020

You crack down on metrics to drive up agent performance, but KPIs don’t budge. You monitor interactions to see where agents need help, but your performance plans don’t get them back on track. I keep tabs on a few forums where contact center agents share their frustrations (and successes) at work. What gives?

Management 128

Management Customer Service Agent Empowerment Contact Center 128

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. Capabilities such as automation, analytics, workflow and verification have the ability to transform agent, customer and enterprise operations.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

Altivon

JANUARY 16, 2018

Many are reorganizing and redefining their operations, including the contact center. Tersigni has more than 30 years of experience in telecommunications and contact center technologies and is Chief Customer Officer at Altivon. Three key messages here are: Contact center success comes from easy interactions every time.

Agent Empowerment 45

Agent Empowerment Chief Customer Officer Self service Government 45

bold360 Blog

AUGUST 31, 2020

CSS tools, unlike human agents, are available 24/7 across multiple channels. Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center. CSS Tools Go Beyond the Chatbot.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

Talkdesk

MARCH 2, 2018

Agent performance is, itself, a major challenge for contact centers. Even if all the strategic and systemic stars align, there is no guarantee the agents will actually be able to achieve optimal results. Internal systems/tools can have both positive and negative impacts on agent performance,” said Gadi Shamia.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

teleopti

JULY 15, 2019

With each new customer service representative hire estimated to cost the contact center $10,000 to $20,000 in training, direct recruiting costs and lost productivity during ramp up, it pays to nurture your talent and keep them on side. WFM: 7 steps to CSR employee happiness.

Gamification 57

Gamification Contact Center Self service Chatbots 57

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. The robust feature-set slated for release in October will include: Agent-sourced content. Personalization. Agents can set up Balto with their own spin. Agent empowerment goes beyond agent assistance.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

3CLogic

JANUARY 5, 2022

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. Consider how the contact center landscape changed during 2021 alone.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

SharpenCX

JULY 14, 2020

See, I was the last person on the shift. We were closing in 15 minutes and there was only one person left on my list to call. From namecalling to general personal insults, he just belittled me. Contact center agents are prone to burnout. How could this persistent verbal abuse affect your contact center?

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

DMG Consulting

SEPTEMBER 16, 2017

Wells Fargo is no longer making daily news headlines, but the impact of their overly aggressive cross-selling culture will be felt by contact centers throughout the United States for a long time. Setting the Record Straight: It’s highly unlikely Wells Fargo’s management was unaware of what was happening in their contact centers.

Sales 48

Sales Customer Service Contact Center CRM 48

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist. Conventional agent assist solutions rely only on call metadata and keywords or phrases.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Contact Center Pipeline

SEPTEMBER 14, 2016

The online retailer is focused on providing an engaging customer experience similar to the type of personal attention offered by a […]. When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing that springs to mind.

Automotive 100

Automotive Personalization Customer Experience Agent Empowerment 100

Contact Center Pipeline

APRIL 28, 2016

While tweeting, liking and sharing have been largely the domain of marketing and social media teams, more companies are encouraging their employees to become brand ambassadors using their personal social networks. It’s called employee advocacy, which is not a […].

Brand ambassadors 100

Brand ambassadors Marketing Personalization Agent Empowerment 100

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands. What will 2021 look like for Contact Centers?

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

teleopti

DECEMBER 2, 2019

If you don’t really understand what matters to them, how can you design schedules that accommodate their personal circumstances to motivate and strike a healthy work/life balance? Truly engaging with employees is central to great customer service and smooth operations.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Current approaches to agent empowerment. Building a better VEA.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Tethr

APRIL 30, 2020

Of course, a shift to asynchronous requires contact centers to rethink coverage models, as agents will be able to handle more conversations at any given time. The ways teams are organized might also have to evolve in order to balance interaction complexity with agent tenure and ability.

Agent Empowerment 68

Agent Empowerment Self service Feedback Surveys 68

SharpenCX

OCTOBER 29, 2019

Your KPIs have become the pernicious beast of your contact center. A recent Google search escapade led us to a common question managers, like you, are asking: What KPIs would you use to rate your customer service agents? Today, we’re looking at KPIs through the lens of agent experience. Or vice versa.

Metrics 64

Metrics Call Center Customer Service Coaching 64

teleopti

OCTOBER 3, 2019

Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. As CX takes center stage, everyone has an important part to play and therefore the emphasis should be on giving CSRs permission to delight customers in their own way.

Self service 59

Self service Contact Center Gamification Service level 59

teleopti

SEPTEMBER 18, 2019

The first is to recognize the strategic link between employee engagement and productivity, the second is to turn the customer service department or contact center from a reactive cost-cutting organization to a proactive profit-making powerhouse and finally harness the power of data. WFM: turn challenges into opportunities.

Management 57

Management Customer advocacy Employee engagement Self service 57

SharpenCX

NOVEMBER 3, 2020

Every conversation and 1:1 is ultra-personalized and in-the-moment. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. This is the gold standard for successful call center managers. Work with your team to set quarterly contact center goals.

Call Center 67

Call Center Agent Empowerment Management Coaching 67