CX Global Media

SEPTEMBER 23, 2019

Here’s a recap of what they shared: With Unymira’s focus on customer service, we’ve put together a list of the top twenty CX influencers this year. WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. WEBINAR: How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

SharpenCX

MARCH 4, 2021

Sure, you use customer analytics in tons of different ways in your contact center. Learn how to use customer analytics to create reports for 3 different audiences: managers & supervisors, agents, and your exec team. Creating custom reports helps you get a clear view of how your contact center is operating.

Analytics 67

Analytics Average Handle Time Management Metrics 67

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. I understand. Where do you start?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. Nate Brown Director Of Customer Experience, UL EHS Sustainability. Kate Nasser The People Skills Coach™ & Author of Leading Morale.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CSM Magazine

OCTOBER 17, 2023

These are trends that apply equally to the world of customer service. Put Employee Engagement First When employees are disengaged and feel out of control, they are generally less productive and more likely to leave—the worst-case scenario in a tight labour market.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

BlueOcean

JANUARY 23, 2024

And that beginning is this – PayScale cites an average $16/hour for a customer service rep. Additionally, you need managers, supervisors, coaches, and trainers to manage your frontline agents, not to mention the extra HR time and financial investment in supporting them. Employee engagement is critical for retention.

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

Callminer

JULY 23, 2019

Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

NobelBiz

MAY 16, 2023

Hosted contact centers leverage cloud computing technology to deliver a wide array of services and functionalities, such as call routing, interactive voice response (IVR), workforce management, and analytics. This leads to faster resolutions, higher customer satisfaction, and increased brand loyalty. Let’s see why.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. This equates to 22,500 minutes (375 hours) saved per week, extra time that agents can devote to improving customer service. Agents handle on average 170,000 contacts every week.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

NOVEMBER 14, 2023

Faced with this dramatic rise in AI-driven tech for customer service, you might expect the number of agents to decrease but therein lies an interesting paradox. While organizations are embracing automation and analytics to maximize their operations, AI won’t entirely replace agents.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough. Use metrics and act on them.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. Today, it offers advanced, learning-driven solutions that redefine customer service.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

SharpenCX

MARCH 24, 2021

If you want to keep up with the Joneses, you may have heard joining the fleet of cloud call centers is on the radar of most customer service leaders. Cloud technology brings many advantages for all call centers and gets rid of service inefficiencies that drain revenue-earning potential. In fact, this year Forrester predicts U.S.

Call Center 67

Call Center Technology Customer Service call center software 67

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Investing and committing to a bona fide WFO strategy is critical in today’s marketplace, where consumer expectations have never been higher, and your competitors are always ready to capture an unsatisfied customer.

Management 86

Management Gamification Quality management Schedule adherence 86

NobelBiz

MAY 16, 2023

Hosted contact centers leverage cloud computing technology to deliver a wide array of services and functionalities, such as call routing, interactive voice response (IVR), workforce management, and analytics. This leads to faster resolutions, higher customer satisfaction, and increased brand loyalty. Let’s see why.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

SharpenCX

JUNE 22, 2021

When PwC surveyed 15,000 consumers, they found that 1 in 3 customers leave a brand they love after just one bad experience. There’s little room for error in customer service. Customers want to know they’ll get consistent care from employees who know what they’re doing. They also encourage self-coaching.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Noble Systems

MARCH 30, 2020

Others are working tirelessly to set up secure work at home environments, develop crisis communications protocols, and identify technologies that will help them continue to provide exceptional service to their customers during this unsettled time. Better train and coach agents. Analytics keeps agents on track with new KPIs.

Management 90

Management Gamification Contact Center Coaching 90

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Employee Engagement.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Employee Engagement.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

3CLogic

APRIL 29, 2024

For enterprises in any industry, leveraging the right technology is critical to meeting service expectations and maintaining a competitive edge. 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.

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Enterprise 52

CSM Magazine

JANUARY 18, 2023

He is a passionate advocate for employee engagement, diversity and inclusion, and believes that people and culture are a key differentiator in business. “I

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

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

Calabrio

JANUARY 19, 2017

Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. More and more companies are realizing that the key to happy customers is happy employees. Given these factors, brands can’t afford to ignore the importance of employee engagement and retention.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

CSM Magazine

JUNE 16, 2022

Those who might not otherwise look for employment in a typical contact centre may be happy work in their own home responding to customer enquiries. On the flip side, contact centre leaders generally find it more difficult to on-board, train and coach agents when they are based remotely. Cloud is integral to remote and hybrid working.

Coaching 52

Coaching Self service Analytics Employee engagement 52

Serenova

JULY 7, 2020

Call center agents have become the clear frontline for customer service and brand reputation. To deliver customer service that improves customer satisfaction and builds lasting, revenue-generating brand loyalty requires more than quick issue resolution. Empower agents with customized training.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Gain control of your data.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Verint

FEBRUARY 10, 2016

After all, those are the people who serve your customers and help determine if they stay loyal or not. While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line.

Employee engagement 27

Employee engagement Gamification Customer Experience contact center workforce 27

JustCall

MARCH 6, 2023

Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress. To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner.

Coaching 52

Coaching Call Center Scripts Construction 52

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. This leads to undesirable outcomes that have a snowball effect, such as poor customer service, which leads to angry customers.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

BlueOcean

NOVEMBER 6, 2019

And that beginning is this – PayScale cites an average $13/hour for a customer service rep. Additionally, you need managers, supervisors, coaches, and trainers to manage your frontline agents, not to mention the extra HR time and financial investment in supporting them. Employee engagement is critical for retention.

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

Monet Software

SEPTEMBER 24, 2020

Yep, it’s the linchpin of employee engagement, too! For the most part, managers tend to think about QA in terms of improving customer experience (CX) or, unfortunately, as a mere policing function intended to “crack down” on undesirable agent behaviors. Specialties like customer service can feel nebulous.

Morale 48

Morale Quality management contact center workforce Employee engagement 48