ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers. Use Technology for Self Service.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. 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.

Call Center 182

Call Center Management Scripts Coaching 182

Blueship Call Center

OCTOBER 9, 2023

Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue. Enhance customer service in top call center outsourcing companies Your company’s front line is made up of your customer service staff.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Beyond Philosophy

JULY 6, 2023

For example, several years ago in the UK, there was an increasing awareness about the damage to the Earth’s environment that plastic bags created. Neither of these purchase motivations portends loyalty or customer retention based on the value you provide. The best way to determine what motivates people is to test them.

Government 195

Government Surveys Education Customer retention 195

Blueship Call Center

DECEMBER 12, 2023

A professional call center outsourcing vendor primarily responsible for helping businesses achieve increased productivity, cost savings, and operational simplification. So where do you begin your search for a call center outsourcing vendor? What procedures do you use for training? Look for possible suppliers.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. Leaders want their agents to be flexible and self-motivated.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

NICE inContact

APRIL 1, 2019

Successful call center agents are trained to pinpoint customer needs and resolve their pain points. Here are 5 steps organizations can take to improve call center selling . Here are 5 steps organizations can take to improve call center selling . Motivate call center agents with incentives.

Call Center 77

Call Center Upselling Contact Center Best practices 77

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. They call me and ask, what’s wrong? They no longer see it climb the way it once did.

Consulting 361

Consulting Consulting Customer Experience Management 361

Sikorski's Think Abouts

MAY 3, 2015

Throughout my career I have designed the physical interior layout of call centers from 5 to 500 agent seats across the globe. This next blog series will step you through the basic process of designing your center for efficiency and productivity. What Makes a Center Well Designed? Increased efficiency.

Call Center 53

Call Center Morale Engineering Consulting 53

NobelBiz

JUNE 5, 2023

When effectively executed, it can boost sales, increase profits, and lead to significant business growth. However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them.

Call Center 52

Call Center Scripts CRM Contact Center 52

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Every contact center has the capability to add value to their company through customer acquisition. By leveraging a clear mission, omnichannel solutions, and agent support, you can increase conversions and perpetuate steady growth.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Expivia

MAY 15, 2021

Call center coaching is just like coaching a little league team. It’s the same with a call center. And with incredible agents, you can raise the quality of your call center and customer service. The Goals of Call Center Coaching. Call center coaching seems like a critiquing session.

Coaching 98

Coaching Call Center Average Handle Time Feedback 98

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The contact center workforce was already going remote. Here’s why.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Expivia

JANUARY 26, 2022

Contact center success doesn’t just happen. But most importantly, it takes a strategic approach to contact center management. With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management. Call centers can be stressful.

Call Center 105

Call Center Contact Center Management Employee engagement 105

Nicereply

APRIL 6, 2022

In this blog, you’ll learn more about the changes in the industry caused by COVID-19 and how you can manage your team better during quarantine. It also helps to have an on-call team assist your consumers, especially during non-business hours. As people undergo quarantine, there’s an ever-increasing need for connection.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

Noble Systems

MAY 4, 2021

We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. In this blog series, we’ll take a look at some of the questions that we hear most often when talking with customers. The Contact Center was the next evolution.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

ConvergeOne

MARCH 16, 2021

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox. A Rare Opportunity to Reduce Fraud, Increase Satisfaction, and Streamline Operations. IVR Containment Increase. The addition of voice biometrics regularly increases containment by 2 – 5%.

Contact Center 72

Contact Center Interactive Voice Response Average Handle Time Self service 72

Beyond Philosophy

AUGUST 26, 2021

Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” For example, esprit de corps or employee happiness and motivation are also valuable returns on investment.

Finance 195

Finance Engineering Best practices Call Center 195

Expivia

MARCH 18, 2021

Incredible customer service is the backbone of any call center. What exactly makes a call center agent good at customer service? Top 10 Customer Service Skills of the Best Call Center Agents. Every call center is different when it comes to the rules. Agents deal with customers every day.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

Totango

AUGUST 25, 2022

Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue. It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Six Customer Engagement SaaS Strategies That Work.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

TechSee

JUNE 25, 2019

This realization has seen investments in AI rapidly increasing. Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. Call Classification / routing. A Tata Consultancy Services survey found that 31.7% Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Global Response

NOVEMBER 6, 2023

While outsourcing offers many benefits for the company outsourcing, including more affordable labor, scalable teams, increased service hours, flexibility and more, there’s not always as many clear benefits for the workers providing those services. This goes for call center outsourcing providers as well.

outsourcing 62

outsourcing Call Center Transportation Metrics 62

Nicereply

NOVEMBER 23, 2023

So, how can we keep this critical aspect front and center? For those in the CX field, these quotes can serve as daily motivation. Quick Stats and Figures Loyalty and Trust: A study by Bain & Company showed that a 5% increase in customer retention can lead to a 25% to 95% increase in profits.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

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

Uniphore

SEPTEMBER 30, 2021

Tanner , 37% of people believe recognition is the biggest contributor to them doing good work—nearly three times more than any other motivator. Moreover, it’s crucial to recognize your contact center agents in the right way. Recognize People Publicly Public praise can be an excellent motivator.

Morale 40

Morale Call Center Best practices Feedback 40

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. Unfortunately, many call centers fall into the same hiring traps and pitfalls.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Expivia

MARCH 1, 2022

Call center agent training isn’t usually a walk in the park. After all, your call center agents may be a customer’s first touchpoint in interacting with the brand. 83% of high-performing call center agents attributed their performance to the quality of training they received at their call centers.

Education 98

Education Call Center Construction Feedback 98

aircall

JANUARY 29, 2021

In a nutshell, call center training is the time that your company spends teaching call center representatives how to use communication techniques, digital tools, and workflows to ensure a good customer experience with every call. Call center training encompasses many different areas. Dropped calls.

Best practices 62

Best practices Call Center call center software Morale 62

NICE inContact

NOVEMBER 28, 2018

Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience.

Contact Center 48

Contact Center Coaching Feedback Call Center 48

JustCall

MARCH 9, 2023

If you think call center training is a thing of the past, the data will make you think again. The call center industry has grown to become a $180 billion industry in the United States, which employs over 5 million employees globally. 6 Expert-Approved Tips on How to Build Your Agent Dream Team 1.Train

Call Center 52

Call Center call center software Construction Best practices 52

NICE inContact

OCTOBER 25, 2019

It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. The Florida-based company knew it needed to a make change and decided to move to the modern, unified CXone cloud contact center CX platform.

contact center solutions 48

contact center solutions Contact Center Business Process Outsourcing Contact center software 48

JustCall

JULY 29, 2021

When the time to play on the field comes, they watch their students from the bleachers or the benches and motivate them through the game. Live Call Monitoring. Jump on live calls between agents and prospects with call monitoring. Coaching agents during calls is the best way to groom them for success.

Coaching 86

Coaching Sales Scripts Construction 86

Monet Software

MARCH 12, 2020

5 Basics Every Call Center Must Get Right. Enticed by these benefits, some contact center leaders dive into employee engagement strategy with motivational speeches and recognition programs to fire up the team—only to find the initiatives don’t move the needle. Imagine being called to a microphone to give a speech.

Employee engagement 77

Employee engagement Contact Center Call Center Morale 77