ShepHyken

MAY 25, 2018

This not only saves relationships, it reduces call-center FTE costs, churn rates, and retention discounts, while increasing satisfaction and helping earn the right to cross-sell later on. Or when a customer is at risk of churn, there might be 25 types of incentives you might use to keep them from leaving. – Shep Hyken.

Call Center 185

Call Center Customer retention Upselling Advertising 185

ShepHyken

MARCH 30, 2018

Type: Customer Centric. Type: Customer Centric. Type: Performance Centric. Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Unfortunately, a few elements make this approach quite unreliable. First Response Time.

Customer Experience 213

Customer Experience Average Handle Time Customer Care Customer centricity 213

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. The right contact center technology for a SCV. This will help lead you to forming important relationship with your customer. – Shep Hyken.

Customer Service 226

Customer Service Contact Center Technology Big data 226

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. Are you wondering which channels should receive the majority of your resources? Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

JUNE 30, 2017

By proper integration of Artificial intelligence with these online mediums or call center software businesses can create awe-inspiring customer experience memories by analyzing the past customer history, behaviour trends, etc. Shep Hyken. Consistent innovation is the greatest invention for all generations.”.

Government 220

Government Technology Benchmark call center software 220

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. You know how these types of things can play out in Middle School. We must always be looking for new and different ways to improve upon the customer experience.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

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

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. 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. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

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. What’s more?

Customer Support 215

Customer Support Technical Support Contact Center Customer Experience 215

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Aggregated “toolkits” of paired blog posts, webinars, and ebooks.

Customer Service 82

Customer Service Coaching Education Best practices 82

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. The Pressure is On. Self-Service Helps Agents Too.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

AUGUST 26, 2020

It’s Not an Option – It’s Expected (Blog Series). Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. The customer is calling due to an issue, problem or, a need for something… all the while thinking that they would rather be doing something else…. Looking at the customer journey, it usually starts on a bad note.

Self service 58

Self service Contact Center CRM Customer Support 58

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Blog #3 of 3: Key Findings from “When, How and Why Customers Self-Help” Webinar . As a result, ContactBabel reached out to the contact center industry to quickly understand what had changed and why. How & Why The Pandemic Has Accelerated Automation and Digital Adoption.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

CCNG

MAY 31, 2023

One day, when my children were small, I picked them up from the daycare center and headed home to make dinner. He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. The call took me by surprise. It was my boss.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Be it as part of a query, on a call, buried in the CRM system, or posted to social media or online groups/forums. Constant Learning Improves AI Recommendations.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Beyond Philosophy

FEBRUARY 15, 2024

For example, if the average call handling time is lengthening or there is an increase in online cart abandonment, customer behavior tells you something. Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Researchers who study emotions are specific.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

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

Beyond Philosophy

FEBRUARY 17, 2020

To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. Messina recently co-founded a conversational Artificial Intelligence (AI) company called Molly, which is a service that skims your social media presence to answer customers’ questions on your behalf.

Airlines 415

Airlines Call Center Consulting Consulting 415

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

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.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

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

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

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. Consequently, this creates time-consuming, manual, and complex call handling for agents, leading to inefficient and de-personalized service.

Management 64

Management Call Logging CRM Call flow 64

Hodusoft

SEPTEMBER 6, 2023

What’s the Role of Lead Generation in an Outbound Call Center? Outbound call centers come in many shapes and sizes. It’s not uncommon to find different types of outbound call centers performing different activities. What Are The Types of Leads? What are the Types of Leads?

Call Center 96

Call Center call center software Scripts Best practices 96

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. That’s why contact centers are investing in it in droves.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

VirtualPBX

MARCH 27, 2024

In fact, there are various types of emergency phones serving different purposes. In this blog, we delve into the realm of blue light phones and introduce AirDial by VirtualPBX, a revolutionary solution for enhancing emergency communication. Ensuring safety in public spaces is paramount. In emergencies, every second counts.

Contact Center 59

Contact Center 59

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. 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Aspect

SEPTEMBER 25, 2018

Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”. and then use that information to produce schedules, or the raw materials employees will use to build their own schedules.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62

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

MARCH 27, 2024

In fact, there are various types of emergency phones serving different purposes. In this blog, we delve into the realm of blue light phones and introduce AirDial by VirtualPBX, a revolutionary solution for enhancing emergency communication. Ensuring safety in public spaces is paramount. In emergencies, every second counts.

Contact Center 52

Contact Center 52

VirtualPBX

MARCH 27, 2024

In fact, there are various types of emergency phones serving different purposes. In this blog, we delve into the realm of blue light phones and introduce AirDial by VirtualPBX, a revolutionary solution for enhancing emergency communication. Ensuring safety in public spaces is paramount. In emergencies, every second counts.

Contact Center 52

Contact Center 52

Voiptime

SEPTEMBER 7, 2022

Most call centers use outbound telemarketing to perform sales calls, warm the lead list and find new potential customers to pass them through the sales funnel. Cold calls as a marketing strategy exist for years, but the discussions about their effectiveness and influence on clients’ opinions and the business’s image still go on.

Telemarketing 75

Telemarketing Contact Center Outbound sales Call Center 75

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Best practices 98

Best practices Call Center Gamification Contact center software 98

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

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105