Playvox

FEBRUARY 27, 2024

From recognizing employees to making coaching easier, AI can help improve employee happiness, job satisfaction, and overall well-being, among many other benefits to significantly impact company culture and organizational success. How can AI tools help agents resolve customers’ issues better and faster?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

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

Playvox

MAY 26, 2021

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. Emphasize Educating, Not Selling.

Upselling 92

Upselling Education Contact Center Coaching 92

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Related Article: How to Manage a Remote Contact Center Now: 6 Best Practices. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

FEBRUARY 6, 2024

As the phrase suggests, automated quality management helps increase efficiency by automating the entire quality management process of a contact center — from assisted scoring to agent coaching. Leverage AI to understand what makes up your best agents so you can find more team members like them. Understand customer sentiment.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Playvox

NOVEMBER 29, 2022

The reality is people are apt to “cut corners” to make their day easier, and it’s no different in a customer service center environment where stress levels and turnover are high. Agents are dealing with numerous customers with different personalities and different communication skills. Other Avoidance Factors To Consider.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Noble Systems

AUGUST 4, 2020

Added to these are the new challenges brought about by COVID-19 and the additional demands of supporting a remote workforce, providing consistent and exceptional customer service, and addressing business continuity concerns. Post-call analytics identifies best practices and gaps for training and coaching opportunities.

Gamification 86

Gamification Analytics Contact Center Coaching 86

Integrity Solutions

MARCH 20, 2020

These meetings feel like actual meetings, not the “one-way” webinars of the past. We’ve learned a tremendous amount of best practices that we can now share with all of our clients. We use the “Gallery View” to see everyone’s face (kind of like the Brady Bunch). Our Virtual Learning Keys To Success. Benefits of Virtual Training.

Healthcare 94

Healthcare Coaching Sales Best practices 94

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Jeanne is the CEO and Founder of Customer Bliss and the Co-Founder of the Customer Experience Professionals Association (CXPA). Annette Franz Founder and CEO, CX Journey Inc.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Noble Systems

MAY 11, 2021

ASR and custom rules that monitor legal compliance and script adherence enable companies to identify non-compliant language and interactions missing the necessary disclosures. This helps management train and coach to ultimately mitigate compliance risk. Customers are better served and businesses avoid fines and other legal action.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

CrazyCall

SEPTEMBER 4, 2018

Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. As it has become known, in late July 2018 Sales Hacker was acquired by Outreach, the sales and customer engagement platform, and Max took up his new post as Vice President of Marketing.

Sales 129

Sales SaaS CRM B2B 129

Playvox

JUNE 7, 2023

A workforce management solution is a must in a successful customer service center. For example, does the contact center agent need coaching on better time management skills ? Why Do You Need WFM? Are they away from their desk too much?

Management 52

Management Contact Center Abandon rate Metrics 52

NobelBiz

FEBRUARY 14, 2022

FCR – First Contact Resolution for inbound contact centers First Contact Resolution (FCR) is an important metric for support or customer service centers. In the contact center industry, the FCR shows how well your team does at responding to and solving customer service issues on the first interaction.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

Customer Support 88

Customer Support Education Coaching Self service 88

CSM Magazine

DECEMBER 28, 2021

Provide growth and development opportunities – This goes beyond standard new hire training, coaching or upskilling. Starting with coaching, all leaders must be hired and trained to be effective coaches. This is different from providing “feedback” and focuses on helping employees be the best they can be.

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Upcoming Webinar: Unpacking the Power of the Executive Business Review.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Callminer

JULY 15, 2019

Thursday, July 25th Customer Experience. We hope you join us for Webinarstock and the times of all the webinars at the bottom of the post, make sure to pick some interesting topics and circle the time on your calendar! Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Link for WebinarStock US Sessions.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

SmartKarrot

OCTOBER 19, 2022

Apply here: [link] Role: Head of Customer Success Location: San Francisco, CA, US Organization: Creator Deck As a Head of Customer Success, you will coach, recruit, train, and mentor an exceptional team of customer success professionals, while playing a hands on role with many of the largest strategic accounts.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

JustCall

MARCH 28, 2023

Here are some steps to consider when training sales and support teams: Assess the skill levels and learning needs of individual team members to create tailored training plans Offer both in-person and online training sessions to accommodate different learning styles Encourage team members to attend industry conferences, webinars, and events to stay (..)

Morale 52

Morale Sales Feedback Construction 52

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SmartKarrot

APRIL 13, 2023

From podcasts and webinars to blogs and social media posts, these influencers are using a range of channels to help other account managers learn, grow, and succeed. He shares his knowledge, experience, skills, and best practices with all those willing to learn, develop or explore a career in account management. A CX Consulting.

Accountability 11

Accountability Management Consulting Consulting 11

SmartKarrot

JUNE 15, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Parsable As a Vice President of Customer Success, you will drive Customer Success strategy and roadmap to ensure measurable success, retention, and expansion across various industry segments.

Upselling 10

Upselling Coaching Customer centricity CRM 10

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 82

Customer Service Coaching Education Best practices 82

Amity

JANUARY 13, 2016

In this article, Jennifer Lonoff Schiff offers 6 tips to keep your customers happy. Survey them -- via email or after a customer service call. "Measure customer satisfaction by creating a short, three to four question survey," says Jennifer Martin, a business coach at Zest Business Consulting. New reader?

Benchmark 48

Benchmark SaaS Surveys Metrics 48

Playvox

MARCH 5, 2024

Here are the trends: AI-Powered Self-Service Support According to a recent Gartner survey , thirty-eight percent of Gen Z and millennial customers say they are likely to give up on a customer service issue if they can’t resolve it with self-service. That’s why it’s important to analyze 100% of your interactions.

Quality management 78

Quality management Management Contact Center Coaching 78

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. November 9; Online Webinar. The contact center is often just the start of the customer’s journey. November 15; Online Webinar. The Customer Service Summit. Empower Your Employees with More Data, More Automation.

Contact Center 6

Contact Center Self service Best practices Coaching 6

SmartKarrot

JUNE 10, 2020

Although this blog covers all aspects of customer success, it is mainly focused on churn reduction, revenue expansion and improving customer satisfaction. #3 3 Success Coaching. By Customer Thermometer. Every month, they scour the world – much like Indiana Jones – for the gems of the customer service world.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

Noble Systems

SEPTEMBER 8, 2020

This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes. Communicate often and clearly to employees and customers. Training and coaching to deliver the highest level of customer service.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

8x8

DECEMBER 3, 2018

In fact, it’s rare for a company to sell something that is so unique that customers are willing to ignore their desire for good customer service. To highlight an example of a company that understands the importance of customer service as a real business differentiator, let’s look at Lenox Corporation.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Noble Systems

APRIL 14, 2021

With better training and better morale, virtual call center employees can even be more productive than in a bricks-and-mortar site, leading to improved customer service. Choosing the best virtual contact center platform for your needs. 5 Best Practices for Managing Employees in the Virtual Call Center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Vonage

MARCH 27, 2018

And how can other businesses follow suit to successfully harness the power of emotion in their customer experience strategies? During the webinar, he spent some time discussing the third step and addressed a common misstep brands make when attempting to design emotion into the customer journey.

Banking 91

Banking Coaching Government Analytics 91

Uniphore

JUNE 7, 2021

In our recent webinar with CallMiner , we asked our audience what they want the most out of agent assist — and what their biggest hesitations are. Even in a world of self-service, great customer service matters, perhaps more now than ever. Jacada’s Agent Assist gets it done through: Best practice reminders.

Call Center 59

Call Center Scripts Average Handle Time Analytics 59

Playvox

SEPTEMBER 20, 2023

Here’s the truth: They’re best used to eliminate time-consuming, repetitive tasks that don’t directly affect customer service. By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Amity

OCTOBER 31, 2016

In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team. We wanted to transform our team from one with a reactive approach to customer service into a one with a proactive approach to making our customers successful. That’s when I came on.

Coaching 0

Coaching Engineering Upselling Marketing 0

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

Netomi

NOVEMBER 8, 2021

A help desk (or service desk) is case management software that helps companies receive, assign, resolve and analyze customer service tickets or queries from internal audiences (IT or HR). Service desk chatbot tools act as the first line of defense interacting with customers to automatically resolve highly repeatable tickets.

Chatbots 52

Chatbots Enterprise Self service CRM 52