Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. The results? How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. Customer service isn’t just a box to check. It’s the pillar that enables customer success, unlocks customer satisfaction, creates brand loyalty, and propels organizations towards sustainable growth.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? As Zendesk explains, 60% of customers have a higher standard of service than in the past. Higher CSAT scores indicate happier customers.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. Lower productivity and less than satisfactory customer experiences.

Best practices 97

Best practices Self service Chatbots Analytics 97

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

ShepHyken

JUNE 26, 2020

*This article was previously posted on BotsCrew’s blog. Many companies have been reporting that they are limited in delivery services right now, and some clients might receive their orders with a few day delays. And with the more people staying at home, the demand for online ordering and delivery is currently booming. In the U.S.,

Customer Service 315

Customer Service Chatbots Sales Management 315

teleopti

APRIL 12, 2019

The advent of “ customer experience is king ” is changing the landscape for organisations across industries, presenting new challenges and highlighting pain points many contact centers have been trying to address for years. The Evolving Agent. The Evolving Agent. But, it isn’t easy. The Evolving Contact Center.

Contact Center 48

Contact Center Technology Customer Experience Personalization 48

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. But what are the tools every support manager needs to know about? In this article, you’ll find the essential equipment you need to be effective as a support manager. Critical tools for every customer support manager. Which are the best?

Management 98

Management Analytics Feedback Surveys 98

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job. Agents work hard every day to help customers, and while the internet and social media abound with customer service horror stories, very few customers publicize their positive experiences. Need to pay your credit card? Go to the bank. Go to the bank.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . Enhancing customer satisfaction and sales .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Aspect

MAY 18, 2020

In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent. Our customers are telling us that agents are actually more productive at home than in a centralized contact center.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

aircall

NOVEMBER 15, 2022

Hackathons are an exciting time in an engineering team’s life. Unique technical ideas and solutions come to life in a span of three days, which would otherwise take months to deliver. Our managers, being the supportive leaders that they are, helped us form teams and brainstorm ideas. Idea Presentation.

Engineering 124

Engineering Surveys Personalization Management 124

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Employees are different, based on their unique work and life experiences.

Call Center 182

Call Center Management Scripts Coaching 182

Nicereply

JANUARY 4, 2022

Providing good customer support is what matters in the end. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us. Read our latest tips on how to provide great customer service.

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

Upselling 83

Upselling Contact Center Engineering Banking 83

Taylor Reach Group

JANUARY 6, 2023

Centers will continue to leverage AI and automation to reduce live-agent interactions. No, if centers need more, better, and more engaged frontline agents, then they will need to make frontline roles more attractive. This will mean better pay, better training, better tools, better support, and a better work-life balance.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Let me give you a real-life scenario of how it works in general.

Customer Experience 169

Customer Experience Accountability Customer Service Customer Care 169

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. There are days when it seems like every problem across the business rolls directly downhill to us. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. On a bad day, we are just trying to survive!

Journey mapping 140

Journey mapping Contact Center Sales Customer Service 140

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. It can further lead to a dip in customer experience and a shrinking ROI.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Nicereply

APRIL 11, 2022

I interacted with customers to help them pick the right type of paint, which helped me improve my communication skills. One example that comes immediately to mind is customer support. Below are 9 transferable (and desirable) skills you gain working in customer support. They’re what we call transferable skills.

Customer Support 97

Customer Support Engineering Time management Self service 97

Outsource Consultants

AUGUST 14, 2018

A recent article by Manuel Solis discusses customer engagement. Not just a company’s attempts at engaging with their customers, but customers engaging with the company as well. It’s as established now as the telephone was in the 1960s, just another part of everyday life. However, not all companies do social media well.

Contact Center 156

Contact Center outsourcing Call Center Analytics 156

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

Chatbots 59

Chatbots B2B SaaS B2C 59

Nicereply

JULY 1, 2021

Automattic’s hiring process includes a temporary contract to allow its candidates to provide real support to their customers. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Not to mention that every leader has different advice for what skills make the best support agent.

Customer Experience 71

Customer Experience Management 71

Aspect

JULY 15, 2020

In March, VPNs were rapidly expanded, laptops were taken home and agents found a quiet area in their homes from which to work. Some organizations even resorted to agents using their personal cell phones as tools of customer service. For a period, it was mandatory that contact centers get agents out of the building.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. You probably have some routine – everyone has, and our whole life is made of them. Add tags to ratings.

Best practices 98

Best practices Feedback Management Surveys 98

Customer Service Life

SEPTEMBER 22, 2017

This article was originally published on the ICMI Blog on August 22, 2017. I have to admit; it’s awfully cool to work at FCR , a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our support volume is still phone, with chat and email making up most of the other 40%.

Interactive Voice Response 136

Interactive Voice Response outsourcing Service level Marketing 136

Global Response

APRIL 27, 2023

In addition, since the cost of living is much lower in many nearshoring locations, per-agent rates are more affordable than domestic solutions. Due to the proximity of nearshoring call centers, the majority of nearshore agents have spent time living, studying or working in the US. Do any of the following scenarios sound familiar?

outsourcing 62

outsourcing Service level Call Center Technical Support 62

Nicereply

MARCH 9, 2021

Support automation helps customer support teams deliver the same (or better) customer experience much faster. No, there isn’t a bot that can answer all your customer questions instantly. Yes, automation can still create those frustrating loops that leave customers begging to talk to a human.

Customer Support 105

Customer Support Feedback Service level Engineering 105

Monet Software

JUNE 10, 2021

Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. Better schedules make for better shifts, too, because agents neither feel overwhelmed nor underutilized. the Same Time. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Nicereply

AUGUST 22, 2022

Welcome to the next episode of support talks! We’ll talk about supporting customers, even if you’re not delivering the good news. Support Agents are often the bearers of bad news. Learning how to deliver the message in a way to contain the situation and avoid frustrating the customer is a useful skill.

Customer emotions 52

Customer emotions Healthcare Service level Management 52

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service. On some days this number rose as high as 91%.

Chatbots 81

Chatbots Customer Service Self service Agent burnout 81

Nicereply

NOVEMBER 15, 2022

Customer service trends of 2023! Learn from the best ones and find out what support leaders see as the biggest challenge of the upcoming year. We reached out to seven customer service experts to understand what’s just over the horizon in the customer experience world. Top customer service trends of 2023.

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

ProProfs Blog

APRIL 30, 2020

Tough times are inevitable in life and in business. For most businesses, this is a choice between life and death, existence and doom. Pandemic planning for businesses has emerged as a “life jacket”, vital for business survival. Communicate regularly with investors, businesses & customers.

Entertainment 147

Entertainment Finance Customer Support Government 147

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Customer Service is a difficult job. Many customer-facing roles deal with high-pressure situations, emotional customers, negativity and insults, delivering bad news, and many other draining activities.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

aircall

JULY 28, 2021

CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus some of the time. In early May 2021, Google made headlines worldwide. It announced that it would be adopting a hybrid workforce model in response to employee demands.

Real estate 104

Real estate call center software Call Center Wait times 104