ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. With the right training, they can, and the humans will continue to do the jobs that AI isn’t ready to handle. Fewer phone calls, but more complex conversations. Technology replacing humans.

Contact Center 275

Contact Center Self service Banking Airlines 275

NobelBiz

FEBRUARY 2, 2021

Working and training remotely is not a source of great change for your proceses as long as you are equipped with the right technology. By having a 100% cloud-based call management solution integrated with your business tools, you can be fully operational on all processes.

Call Center 64

Call Center Technology Management 64

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. The post VIDEO & ARTICLE: How to Train Call Center Agents Remotely Correctly and Efficiently appeared first on NobelBiz®.

Call Center 52

Call Center Benchmark 52

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

FEBRUARY 24, 2017

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. So how can your contact center best prepare for breaking news? How will agents get the news they need to share with customers? Agent Training.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.” How to Improve Customer Service.

Customer Service 215

Customer Service Call Center Sales Marketing 215

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. In 2019 businesses continue to fund their IVR call solutions as statistics both formal and anecdotal continue to demonstrate the need. Get Straight to the Point.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

ShepHyken

JULY 5, 2019

For example, your business can make data-driven decisions based on top linked articles to your tickets and calls. But it can be your reality – and it will reduce the amount of time your support agents have to spend answering basic questions. As a result, you’ll be able to better serve them with relevant content and solutions.

Feedback 300

Feedback Self service Best practices Scripts 300

ShepHyken

JANUARY 3, 2020

Unfortunately, some team leaders fail to get the most out of their customer support agents, leading to low morale and higher turnover. Managing staff is far too big a topic for a single blog post. The Shep Hyken blog has some great resources on hiring the right staff and training them to become better problem solvers.

Gamification 194

Gamification Morale Contact center software B2B 194

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Lowering AHT lowers the cost to serve and increases agent availability.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

VocalCom

JULY 3, 2017

Call center agents are at the core of every brand’s customer experience. As they are given the important tasks of communicating with customers and finding solutions while using numerous technologies, it’s essential that they receive the proper training to deliver the best service possible.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

ShepHyken

DECEMBER 15, 2017

For example, a call center agent may have a bonus structure in place based on customer feedback automated after a call. Target setting can also help to highlight areas in need of extra training and upskilling to help staff improve. Read Shep’s latest Forbes Article: Top Ten Business Books For 2017.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

aircall

MARCH 17, 2016

Customers expectations for service are always increasing and call center training is a crucial part of the puzzle. Improving performance management and training best practices in the call center is key to keeping your customers happy. Boosting agent productivity comes down to training and empowerment.

Best practices 59

Best practices Call Center Calibration Coaching 59

Transparent BPO

DECEMBER 19, 2019

As the curtain closes on 2019, we wanted to highlight the most popular blog posts of the year. They cover a wide range of topics, from quality monitoring to call center outsourcing to agent training to customer experience and more. 10 Call Center Quality Monitoring Best Practices for Process Improvement.

outsourcing 90

outsourcing Contact Center Call Center Metrics 90

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. As noted in the 2019 Dimension Data Customer Experience (CX) Benchmarking report: 88% of contact center decision-makers expect self-service volumes to increase over the next 12 months. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

ShepHyken

DECEMBER 28, 2018

They are wholly averse to hold music (a phone call is out of the question), they prefer to search for answers online, and whenever possible will “go it alone” over asking for help. They trust each other more than a faceless support agent or company “agenda.”. But, believe it or not, this can actually serve companies well.

Customer Service 243

Customer Service Self service Customer Support Scripts 243

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Analytics Banking 122

CCNG

MARCH 15, 2023

With all the investment in technology and AI in call centers, where does that position human-to-human conversations? Consumer Loneliness Is a Call Driver This may not be a surprising finding considering that we are in the midst of a loneliness epidemic. Increased demand for high emotional intelligence in agents.

Call Center 195

Call Center CCNG Self service Surveys 195

ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Customer support agents must understand just how important their roles and responsibilities are to the customer experience. Shep Hyken.

Customer Support 215

Customer Support Technical Support Contact Center Customer Experience 215

ShepHyken

MARCH 30, 2018

and, while your CSAT is mostly focused on the experience with an agent, the NPS covers the entire customer experience, beyond the borders of your Customer Care department. Are messages allocated to the right agents? A lower Average Handling Time means more satisfied customers, more productive agents and a lower cost per interactions.

Customer Experience 213

Customer Experience Average Handle Time Customer Care Customer centricity 213

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Call Experts

FEBRUARY 18, 2021

And, a contact center is instrumental in supporting your customers. . Politeness – greeting, support training, etc. Contact center and call center partners are the best to support your customer journey, regardless of your business’s product or service. . Check out this blog. . Contact Center.

Contact Center 52

Contact Center Interactive Voice Response Best practices Call Center 52

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Blog #3 Seeing is Believing! Ability to escalate across media with a single click.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

aircall

AUGUST 29, 2022

There’s a reason business owners are obsessed with call center productivity. Should it be about the number of calls an agent takes in a day? There are a lot of factors to look into, but one thing’s for sure: The productivity of a call center plays a key role in its growth and competitiveness. .

Call Center 118

Call Center virtual call center call center software Self service 118

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. He’s right! Providing data-driven insights .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency. Continue below to learn more.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

VirtualPBX

SEPTEMBER 28, 2023

Effective call center management is paramount to ensure customer satisfaction and operational efficiency. Fortunately, advancements in technology have made it easier than ever for call center managers to stay on top of their operations. Managers can set benchmarks and intervene when call times exceed expectations.

Call Center 98

Call Center Abandon rate Abandon Call First call resolution 98

Vistio

FEBRUARY 5, 2024

Call centers are hubs of customer interaction and service, where agents handle numerous calls, each with unique challenges. Therefore, it is vital for call centers to invest in proper training and rehearsals to ensure their agents are well-prepared for diverse customer issues.

Call Center 52

Call Center call center software Feedback Personalization 52

3CLogic

APRIL 10, 2024

With 48% of consumers stating they believe the lack of human interaction will negatively affect the service quality, and 54% of customers preferring to solve issues over the phone , offering seamless voice interactions is crucial for any leading contact center organization. This is sometimes easier said than done. The outcome?

Management 64

Management Call Logging CRM Call flow 64

Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, this means that outsourcing, IVRs, and seasonal hiring practices will have to change.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. It’s our thing.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. However, call center agent retention continues to be a challenge for many organizations. Create a Positive Work Environment: A positive work environment is the foundation of agent satisfaction and retention.

Call Center 76

Call Center Construction Coaching Morale 76

3CLogic

FEBRUARY 28, 2024

Strategies not centering around AI and automation are quickly neglected by executive leaders. While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations. The impact?

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59