TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

COPC

OCTOBER 13, 2021

You can also watch our State of the Vendor Management Organization webinar , which features leaders from Hilton and USAA discussing their latest vendor management experiences. Based on these insights, three best practices for emerging outsourcing priorities are: Formalizing WFH contracts. Chat transactions. Competitive sourcing.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. It delves into agent-customer interactions, revealing both the quantity and quality of these engagements. But that’s not all.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Talkdesk

SEPTEMBER 2, 2015

In the modern consumer landscape, customer service is more important than ever. At Talkdesk, our mission is to revolutionize the customer experience. To that end, we host a Customer Spotlight webinar series to explore advances in this field. This is achieved by measuring different interactions via surveys.

Best practices 68

Best practices Customer Service Surveys call center software 68

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. The metrics that are appropriate for your organization will serve as your compass. What are the right call center agent performance metrics to monitor? And second, how well the agents are performing.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

CSM Magazine

MARCH 31, 2020

To deliver exceptional customer service and inspire loyalty you need to create an internal culture that emphasises this. As a CS leader, you need to keep your finger on the pulse both in terms of best practice and the innovations driving change. Harriet Treadwell, Head of Customer Love, Butternut Box.

Best practices 52

Best practices Metrics Customer Service 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

RapportBoost

OCTOBER 20, 2018

The event, hosted by Customer Service Experience and sponsored by Mitel , will cover: – optimizing live chat conversations with augmented intelligence. – designing a workflow for chat teams’ conversations with customers as well as their interactions with other team members. About RapportBoost. RapportBoost.AI

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

Eptica

JANUARY 29, 2020

Date: Wednesday, January 29, 2020 Author: Anne-Merete Jensen - Senior Business Consultant The changing role of the customer service agent. They will also need to be measured differently - looking more at customer satisfaction metrics such as NPS, rather than the time spent dealing with each call.

Customer Service 79

Customer Service Self service Best practices Consulting 79

Help Scout

SEPTEMBER 7, 2021

Customer satisfaction and customer service quality are not necessarily linked at all, and that’s a problem because plenty of customer service teams rely on CSAT and NPS surveys to judge their performances. Step 1: Define customer service quality for your company.

Customer Service 118

Customer Service Feedback Surveys Personalization 118

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. Learn more about the role of customer success in your organization in this webinar.

First call resolution 70

First call resolution Best practices Upselling Education 70

Playvox

FEBRUARY 27, 2024

Modern WEM solutions for contact centers include support for: Recruitment and onboarding Evaluation and improvement Time management Assistance and task management Metrics and recognition Customer journey analytics A WEM suite includes the core quality management (QM) and workforce management (WFM) modules.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Callminer

NOVEMBER 13, 2018

Quentin (Quinn) Burrell, Business Analyst at financial services provider First Associates, received one of the prestigious LISTEN Awards for his efforts in spearheading implementation of the automated CallMiner Eureka agent scoring system. L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche.

First call resolution 260

First call resolution Analytics Sales Metrics 260

Serenova

JULY 5, 2019

Certainly not an easy task—especially amid the daily leadership challenges of improving efficiency metrics, training and engaging agents, and reversing the tide of attrition. In preparation for the webinar, I learned more about the research and insights that Art is planning to share. Fortunately, there’s help.

Customer centricity 40

Customer centricity Contact Center Journey mapping Self service 40

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. Realize It’s a Long Game.

Upselling 92

Upselling Education Contact Center Coaching 92

JustCall

MARCH 9, 2023

Proactive customer service and reactive customer care are two widely-used approaches to customer service. Organizations use these to manage customer interactions and relationships. What is Proactive Customer Service? When to Use Proactive Customer Service? Let’s get going.

Customer Service 40

Customer Service Customer Care Education Feedback 40

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. How customers experience your brand is more important than ever before.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. In fact, a lot.

Benchmark 80

Benchmark Upselling Education Best practices 80

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Happy customers not only come back to interact more with your brand, but they bring loads of other customers too. 86% of customers will spend more for a better experience and service.

Sales 69

Sales Customer Service Upselling CRM 69

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth.

Surveys 59

Surveys B2B Feedback Education 59

HGS

MAY 2, 2018

Ask the Experts: Predictions for the Future of Customer Experience. . Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. At the webinar, our poll results shed slight on the state of the industry. We still have SLAs, we still have KPIs.

Customer Experience 100

Customer Experience Multichannel Chatbots Analytics 100

JustCall

APRIL 3, 2023

Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service. This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

JUNE 21, 2019

Companies work hard to attract and win their customers. They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. A: I talk about random acts of Customer Success often.

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

Playvox

FEBRUARY 6, 2024

Thankfully workforce management software helps contact centers minimize compliance risks by automatically managing labor regulations, tracking time off, and other important labor metrics. A better approach is to phase in customer-centric quality management as a journey for your service organization.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers. More Toolkits!

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

NobelBiz

JANUARY 16, 2024

They serve as a direct line of communication, offering personalized interactions that can effectively address customer needs, resolve issues, and convert inquiries into tangible business outcomes. Call center campaigns are important for businesses to maintain a high level of customer satisfaction and to improve their customer service.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Enghouse Interactive

JUNE 11, 2021

ContactBabel’s new Inner Circle Guide to Customer Engagement & Personalisation 2021 aims to help. Sponsored by Enghouse Interactive, it provides insight and strategies to improve engagement through technology, training and processes, based on industry best practice. What is the moment of truth?

Airlines 91

Airlines Scripts Banking Self service 91

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Cisco - Contact Center

FEBRUARY 18, 2020

Webex Experience Management (formerly CloudCherry), our new customer experience management solution, is integrated into the Cisco agent desktop providing agents and supervisors with customer sentiment, journey insights, and feedback metrics in real-time. Innovative AI-Powered Self-Service.

Contact Center 116

Contact Center Enterprise Self service contact center solutions 116

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Customer Rage And Pandemic Rage. Agents are dealing with numerous customers with different personalities and different communication skills.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Playvox

JUNE 7, 2023

A workforce management solution is a must in a successful customer service center. Also, include any other applicable metrics such as abandonment rate (average number of interactions to abandon before being answered) and time to abandon (average amount of time it took for the customer to abandon). Why Do You Need WFM?

Management 52

Management Contact Center Abandon rate Metrics 52

Creative Virtual

JUNE 7, 2022

In fact, it’s become best practice to integrate the two in order to improve digital customer support. It can assist you with identifying key metrics and help build your business case. Cohesive, convenient customer service is key to building brand loyalty and reducing customer churn.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

Serenova

AUGUST 5, 2019

That’s certainly no easy task—especially amid the daily leadership challenges of improving efficiency metrics, training and engaging agents, and reversing the tide of agent attrition. You can access all three webinars in the series here. Here are highlights from the webinar that help make that balance easier. Augmentation.

Customer centricity 40

Customer centricity Contact Center Interactive Voice Response Customer Experience 40

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