Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. This is something a quality team would catch that a survey wouldn’t. In most cases nowadays, these surveys are automated.

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Quality calibration Calibration Surveys Coaching 99

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. It often seems that AI is becoming the answer for EVERYTHING but contact center leaders can struggle to understand how it can help specific employees with specific roles.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers.

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Technology Customer Service Gamification Contact Center 122

Liveops

DECEMBER 27, 2018

Blog Article] How AI will change the nature of contact center work. A top post from Contact Center Pipeline is a recent piece on the role artificial intelligence (AI) stands to play in customer service. Although organizations are moving ahead in planning deployments of AI and automation projects, uncertainty abounds.

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Contact Center Customer Service Call Center Virtual Agent 81

Outsource Consultants

JANUARY 14, 2025

This blog post explores key components, best practices, and innovative technologies that drive success in contact center inbound operations. Contact centers should focus on comprehensive training programs that cover not just product knowledge, but also soft skills like empathy and active listening.

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Contact Center Average Handle Time Coaching First call resolution 67

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. Artificial Intelligence (AI), in particular, is bringing great improvements to the contact center. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. Collaboration is an emerging theme.

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Contact Center Self service Banking Analytics 52

Playvox

FEBRUARY 16, 2024

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX).

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Quality management Contact Center Management Best practices 75

Etech

DECEMBER 26, 2019

You read that right: while artificial intelligence (AI) and analytics continue to grow and become increasingly important for sustained success, so will human intelligence (HI). Read on for five predictions on what’s ahead and how AI and HI will need to work hand in hand to reach their maximum potential.

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Analytics Coaching Call Center Technology 62

Etech

DECEMBER 26, 2019

You read that right: while artificial intelligence (AI) and analytics continue to grow and become increasingly important for sustained success, so will human intelligence (HI). Read on for five predictions on what’s ahead and how AI and HI will need to work hand in hand to reach their maximum potential.

Analytics 62

Analytics Coaching Call Center Technology 62

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. Along with training, it is important to provide timely coaching to your agents. Research supports this statement.

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Morale Contact Center Quality management Coaching 90

aircall

APRIL 16, 2021

Sometimes, it makes perfect sense to buy a product. Other times, it makes sense to pay for a product only for the amount of time you need it, like by the month or the year. Improve productivity. Spend more time on identifying the right tech stack to improve productivity and efficiency. You’re not stuck with it.

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SaaS Sales Coaching APIs 62

3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Why should you consider using AI in your contact center?

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Contact Center Virtual Agent Coaching Self service 64

JustCall

AUGUST 8, 2023

Among the transformative technologies making waves in the industry, Conversational AI has emerged as a game-changer. By leveraging Natural Language Processing (NLP), machine learning, and chatbots/virtual assistants, Conversational AI offers a new-age solution that enhances customer interactions and drives tangible business outcomes.

Chatbots 52

Chatbots Customer retention Coaching Feedback 52

Balto

AUGUST 24, 2022

With consistency, social media and blog posts effectively capture information from potential customers and cost nothing but time. TCN recently conducted a customer service survey which revealed that the majority of people prefer to speak with a live person. Coach in Real-Time. AI-Powered Services. Nurture Relationships.

Coaching 52

Coaching Scripts Healthcare Education 52

Calabrio

DECEMBER 18, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I Patterns and trends from ACD reports, quality surveys and staffing systems, for example, can guide better decisions for routing rules, staff schedules and agent coaching programs.

Contact Center 64

Contact Center Coaching Analytics Self service 64

Tenfold - Contact Center Blog

JULY 12, 2018

Urbanboard reveals that companies with a standardized onboarding process yield 54 percent higher new agent productivity and a 50 percent increase in their new-hire retention rate. During the onboarding process, provide how-to-guides that discuss tool familiarity, and topics about your products and service at the focal point.

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Contact Center Management Coaching Call Center 66

Noble Systems

JUNE 27, 2019

In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Outbound IVR can provide personalized messages, administer surveys and other research. Artificial intelligence (AI) and machine learning (ML). Automating and queueing call backs also elevates the customer experience.

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Cloud contact Contact Center Interactive Voice Response Self service 57

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. I think we can agree that CSAT (or NPS or Customer Effort) are clearly customer experience metrics because customers are responding to those surveys based on their experience. Use AI to augment agent performance as it makes sense.

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Metrics Contact Center Customer Experience Average Handle Time 68

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. In Part 1 of this blog we will discuss the “Human” category trends. Effective agent training and coaching have been a top priority for contact centers for a long time.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

aircall

MAY 3, 2021

With the goal of improving productivity, a CTI integration is primarily used in call centers or contact centers. KPIs help managers evaluate individual and team performance, identify opportunities for coaching and training, and provide objective data to support incentives and rewards. For Support. to provide personalized service.

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voip Interactive Voice Response CRM Call Center 62

Call Experts

DECEMBER 28, 2018

Turnover causes a considerable loss of productivity and recruitment related investments. Continued education training, mentoring and coaching programs also help your team feel more respected and supported. Boost employee engagement while making your team more involved, productive and motivated. More Blogs Menu.

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outsourcing Call Center Answering services Employee engagement 56

3CLogic

OCTOBER 11, 2024

Research has shown that 80% of customers value the experience an organization provides just as much as its products or services and that 71% of customers base their purchase decision on how good the customer service experience is. Nevertheless, it’s crucial to remember that any AI technology is only as effective as the data it has access to.

Contact Center 52

Contact Center Personalization Revenue potential Coaching 52

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Much of the improvement has been driven by advancements in product innovation and digital technology.

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Customer Experience Customer centricity Education Consulting 60

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

Liveops

DECEMBER 27, 2018

Blog Article] How AI will change the nature of contact center work. A top post from Contact Center Pipeline is a recent piece on the role artificial intelligence (AI) stands to play in customer service. Although organizations are moving ahead in planning deployments of AI and automation projects, uncertainty abounds.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Uniphore

JUNE 15, 2021

Innovators Rethink processes and seek new ways to improve productivity. Through automation and AI, you can harmonize your existing platforms and processes to operate more efficiently and improve satisfaction scores. Source: forester † Enghouse Interactive Agent Wellbeing Survey. How Customers Think About the Agents They Talk To.

Call Center 64

Call Center Contact Center Coaching Accountability 64

Balto

AUGUST 3, 2022

We surveyed 361 executives across the United States for the purpose of this survey. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants. Figure 3: Age Distribution of Survey Participants. Figure 4: Title Breakdown of Survey Respondents. Demographics.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Integrity Solutions

OCTOBER 27, 2021

A recent study showed more than half of those surveyed (58%) said their customer service expectations are higher today than they were before the pandemic. In an age of AI and technological innovation, great service still boils down to the human factor. Managers have to coach and set expectations around a customer-focused approach.

Customer Service 68

Customer Service Coaching Banking First call resolution 68

Calabrio

DECEMBER 18, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I Patterns and trends from ACD reports, quality surveys and staffing systems, for example, can guide better decisions for routing rules, staff schedules and agent coaching programs.

Contact Center 52

Contact Center Coaching Analytics Self service 52

JustCall

APRIL 12, 2023

If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. JustCall integrates all the important functionality needed within a contact center software – calls, messaging, calendar, automation, AI, and others – in a single, easy-to-use platform.

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Sales Coaching CRM Contact center software 52

Global Response

AUGUST 7, 2023

Before you set them free to make decisions and take ownership of their work, make sure that you support them with the necessary training, coaching and mentoring to feel confident in their abilities to do so. When you support your employees outside of the office, you create a more supportive—and productive—environment inside the office.

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Call Center Agent Empowerment Average Handle Time Feedback 62

JustCall

APRIL 22, 2022

This could mean launching new features to accommodate customers’ expectations or educating them through a knowledge pool of guides, whitepapers, blogs,and even on demand webinars. Customers often know more about your products than you do. Use them as a source of inspiration and ideas for product development.”. – Bob Hooey.

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Customer Service Coaching Brand ambassadors Feedback 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. In Part 1 of this blog we will discuss the “Human” category trends. Effective agent training and coaching have been a top priority for contact centers for a long time.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

BlueOcean

OCTOBER 7, 2024

Work Environment Don’t underestimate the power that the physical work environment can have on measurable outcomes like engagement, retention, productivity, and even quality. Today, 80% of industry leaders agree on the importance of AI, bots, and automation – even for agent-assisted tasks.

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Contact Center outsourcing Sales Government 62

aircall

MARCH 15, 2021

Develop a clear understanding of who your customers are and why your products or services are important to them. You can do this by offering promotions, sales, and information about products they’ve expressed interest in in the past. Always send out automated surveys to gather feedback from customers after every interaction.

call center software 62

call center software Call Center Contact center software Feedback 62

Integrity Solutions

OCTOBER 30, 2019

Digital transformation is introducing a vast array of sales technology systems and tools into the sales process, from the CRM to quoting software to AI applications that provide cues during calls and everything in between. The Value of a Great Coach. There’s also the question of what that onboarding and training time is being used for.

Sales 40

Sales Coaching CRM Technology 40

JustCall

MARCH 9, 2023

In this blog, we will understand the benefits of using sales gamification the right way, the top-3 sales gamification software to consider, as well as some interesting sales gamification examples. You can also use these gamification tools to boost the productivity of your trainees during or after their agent onboarding process.

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Gamification Sales Morale CRM 52