Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! You can follow his writing on the HelpScout Blog. Subscribe to his blog for great knowledge about elevating your customer service strategy.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Additionally, call centers can simply increase productivity with small investments in recognition & reward items.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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

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. Productivity and creativity come from the outside…”. Build a diverse team.

Call Center 182

Call Center Management Scripts Coaching 182

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Read the full answers here below. And why not?

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

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.

Technology 122

Technology Customer Service Gamification Contact Center 122

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.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

ProProfs Blog

MAY 6, 2020

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Source: Deloitte Millennial Survey. Adding more to this surprise is the fact that 91% of employees feel more productive while working from their homes.

Management 162

Management Customer Service Best practices Entertainment 162

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 Analytics Coaching Self service 64

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.

Gamification 52

Gamification Sales Morale CRM 52

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

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 Analytics Coaching Self service 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.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

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.

outsourcing 56

outsourcing Call Center Answering services Employee engagement 56

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

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

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 67

Customer Service Coaching Banking First call resolution 67

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

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.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Vistio

JULY 11, 2022

So products currently using conversational AI chat bots, virtual assistance, are based on, I like this term, “weak AI” In other words, a small range of tasks that are performed for customers on demand. Well, AI is still evolving as we just said. And I think it’ll take some time.

Technology 52

Technology Self service Contact Center Analytics 52

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?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

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).

Quality management 75

Quality management Contact Center Management Best practices 75

Help Scout

OCTOBER 30, 2018

Before recruiting anyone, think about the makeup of your teams, and run a demographic and inclusion survey so you have real data to work with. I also recommend getting familiar with targeted job sites and communities to attract wider candidate pools, such as Power to Fly , Tech Ladies , Women in Product , and POCintech. Cheers, Leah.

Engineering 40

Engineering Coaching Personalization Best practices 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator. These businesses strive to identify what their customers want, and do their utmost to fulfill their needs, wants and requirements with the products and services that they offer.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Hodusoft

JUNE 7, 2024

In this blog, we have highlighted how call center management can be made seamless using call center software or contact center software while tracking essential metrics and executing standard call center management practices. The way a call center is managed goes a long way in determining its success or failure.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Netomi

JANUARY 5, 2022

So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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.

Morale 90

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.

SaaS 62

SaaS Sales Coaching APIs 62

AWS Machine Learning

DECEMBER 21, 2023

Rapid innovation and improvement in generative AI has captured our mind and attention and as per McKinsey & Company’s estimate , applying generative AI to customer care functions could increase productivity at a value ranging from 30–45% of current function costs.

Contact Center 92

Contact Center Scripts Interactive Voice Response contact center solutions 92

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.

Sales 52

Sales Coaching CRM Contact center software 52

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

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

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.

Quality calibration 97

Quality calibration Calibration Surveys Coaching 97

JustCall

APRIL 5, 2023

They provide voice and video capabilities across borders to improve collaboration, communication, and productivity. Smarter Collaborative Working JustCall is developed for companies that wish to harness collaborative functioning to unify teams and embrace heightened productivity, efficiency, and skill optimization.

Interactive Voice Response 52

Interactive Voice Response voip Analytics Contact Center 52

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.

Customer Service 52

Customer Service Coaching Brand ambassadors Feedback 52

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.

Contact Center 66

Contact Center Management Coaching Call Center 66

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.

voip 62

voip Interactive Voice Response CRM Call Center 62