What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

Callminer

Learn how post-call processing works, the challenges of ACW for call centers, and the best practices that can boost productivity and produce ROI.” Tips, Industry Standards & More appeared first on CallMiner. Call Center Best Practices Customer Service & Support after call workWhat is after-call work (ACW)?

Best Practices for Protecting Customer Data in Service

Win the Customer

Instead, top management should work with IT input to establish company-wide policies that conform with the business goals, industry standards and customer service standards of the company. Maintaining logs at least a year or longer is a best practice, Spiezle says.

Call Center Call Recording Best Practices

Talkdesk

Call recording is a common call center practice. It is a broader topic than call recording and has a limited impact on call center call recording practices. Call center call recording is a widespread practice across industries. Industry regulations.

4 Measurements of CX Success in the Outsourced Contact Center

Callminer

While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise. Agent Performance & Monitoring BPO Call Center Best Practices

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

The best way for contact centers to increase efficiency is…”. Do your best to: Monitor and generate engagement; check in often. The best thing that you can do to increase efficiency at a contact center is…”. Here are eight good practices a contact center should have: 1.

NPS Benchmarks for 2018: How Do You Compare?

AskNicely

More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. Best NPS Benchmarks Are a Result of NPS Best Practices. Uncategorized NPS Benchmarks NPS Best Practices

Want to Close More Sales? Segment Your Sales Funnel Stages

Kayako

Below is a standard sales funnel, including the segmented opportunities phases: The first two stages of the funnel. There are industry standards that define how many leads should move from the SAL status to opportunity status but the conversion ratio varies greatly.

Sales 63

Talkdesk Infrastructure Security

Talkdesk

Encryption Encryption is an important part of Talkdesk’s security strategy, and it’s used as best practices for data in transit and at rest. with an industry standard ECDHE-RSA-AES128-SHA256 cipher. Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success.

HGS Harvests Gold at CCW Awards Ceremony

HGS

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We Best Outsourcing Partnership. Best Use of Self-Service Technology.

Secrets to Incredible Customer Service with Paul R. Jones

BlueOcean

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center

Fonolo

As we wind down the year, one exploding with news of mergers, acquisitions, emerging technologies, dying technologies, and the like, sometimes it’s good to go back to basics when the volume on industry news and trends has been turned up to dizzying, deafening degrees.

Top 10 Reasons to Record Agent Screen Activity

OrecX

Record best-practice agent screen performance to share with under-performing agents. Record worst-practice agent screen performance to share with newer agents to help them avoid similar mistakes. Call recording systems have been around for decades and their utility is proven.

What’s Holding Back the Contact Center Industry?

Fonolo

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. Meeting the Industry Standard of Service Level.

Building a Business Case for Contact Center Change

EPIC Connections

Finding efficiencies and selling them internally requires being up-to-date on industry best practices and technologies, then integrating these into a solution that maintains or improves the customer experience while being responsive to budget limitations.

The good stuff on Customer Success you should be reading

Amity

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement.

SaaS 91

HTTPS Is Now a Must-Have for Google

Mindtouch

Google is constantly tweaking their algorithms to favor websites that attend to standards that favor user safety and ease of use. Google announced that they would be slightly favoring HTTPS web traffic back in 2014, but as HTTPS becomes more of an industry standard, it seems that Google is feeling comfortable to more openly favor it over the unsecured HTTP. For the past year at MindTouch, we’ve required customers to adopt HTTPS best practices for their sites.

Which Single Sign-On Technology Should I Choose?

Mindtouch

The practice of Identity and Access Management (IAM) introduces many questions about an organization’s business processes and technology solutions. Open standard. Open standard. Uses industry standard JSON Web Tokens (JWT) to store and verify identity data.

AI IRL Podcast Episode 7: How an AI-Enhanced Support Team Elevates Your Brand on Social

bold360 Blog

He’s the Technology Services Industry Association’s Director of support services and social research. His company provides best practices and industry standards to brands looking to maximize their support teams with AI. Subscribe via iTunes , Spotify and more.

How Can Your Call Center Improve Service Levels?

Fonolo

These important indicators help to benchmark call center performance, assess competition, and determine the degree of compliance with best practices. Meeting the Industry Standard of Service Level.

The good stuff on Customer Success you should be reading

Amity

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement.

SaaS 62

Does Customer Success Mean Anything Outside of SaaS?

Amity

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. ” This is where best practice sharing can be so powerful.

SaaS 80

The good stuff on Customer Success you should be reading

Amity

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. CSM Practice - The CSM Corner Blog will teach you how to define and implement the customer journey, customer campaigns, Customer Success playbooks, customer maturity scoring model as well as Customer Success reports and dashboards.

SaaS 48

The good stuff on Customer Success you should be reading

Amity

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. CSM Practice - The CSM Corner Blog will teach you how to define and implement the customer journey, customer campaigns, Customer Success playbooks, customer maturity scoring model as well as Customer Success reports and dashboards.

SaaS 48

The good stuff on Customer Success you should be reading

Amity

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. CSM Practice - The CSM Corner Blog will teach you how to define and implement the customer journey, customer campaigns, Customer Success playbooks, customer maturity scoring model as well as Customer Success reports and dashboards.

SaaS 48

Contact center KPIs: are you setting the bar high enough?

NewVoiceMedia

Keeping track of service KPIs, such as first call resolution and average call handling time among many others, is one of the best ways to ensure your contact center is up to par — because, as they say, you can’t improve what you can’t measure. It’s also important to know if your contact center is meeting the industry standards – and where it falls short. As customer habits and expectations continue to evolve, contact centers must keep raising the bar on service quality.

Top Telemarketing Tips to Spark Your Call Center Performance

Dialer 360

However as the industry and competition are getting bigger, it requires expertise in certain areas. Here are the essential keys and tips listed for the improvement of the call center performance and to confirm its stability in the long run: Practices to Boost Call Center Performance.

SLAs – More Than a Service Level Agreement?

Kayako

Service level agreements, or SLAs, are integral to any service-based industry. For customer support teams, SLAs are primarily used to set agreed levels of service between the support team and the customer, and to measure company performance against industry standards.

How Can Your Call Center Improve Service Levels?

Fonolo

These important indicators help to benchmark call center performance, assess competition, and determine the degree of compliance with best practices. While it’s a tall order to provide an exact match for every customer query, call centers can strive to find the best possible agent for a specific customer request. Meeting the Industry Standard of Service Level. Meet Jane, the co-founder of a start-up that makes software for independent designers.

Top sales trends to improve your business in 2019

CrazyCall

We have seen it all, from fake bodies in the fashion industry, flat burgers to latest fail by Samsung. Customers grow tired of this practice. With advertising at the bottom of the list, and unfortunately, the industry did nothing to improve that. Stay ahead of competitors and bring your top game to deliver the best customer experience. Social and environmental responsibility, values and standards – customers became self-aware.

Sales 67

How to Improve Customer Experience: A Step by Step Guide

Lumoa

Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan. Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool. The best practices include: Act on time.

How to Use CSAT to Improve Your Call Center

Talkdesk

This means that there is no industry-standard way to measure CSAT. It may also be useful to benchmark your scores against other companies in your industry. All in all, there is no standard definition for what a good CSAT score is. What are some CSAT best practices?