CX Accelerator

NOVEMBER 7, 2023

When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation. You can try calling back and perhaps another office will have a supervisor.” Again, huh?

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken. Gratification.

Customer Service 230

Customer Service B2B Chatbots Personalization 230

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue. A vacation?

Airlines 221

Airlines Self service Call Center Personalization 221

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. Customer service needs customer data. What we’re talking about here is a single customer view. The right contact center technology for a SCV.

Customer Service 226

Customer Service Contact Center Technology Big data 226

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. Motivational quotes on customer service.

Customer Service 82

Customer Service Coaching Education Best practices 82

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Triant thinks these types of customer service interactions help counteract the negative ones. So, how can you create a proactive experience in your organization?

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Every company has to align what they charge with what their customers value. Pine also says that people want goods and services to be commoditized.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

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 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. From an interpersonal relationship perspective, they expect trust, transparency and the authority to do what is best for the customer and the company, in equal measure. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Comm100

FEBRUARY 6, 2023

What is Customer Experience in the Financial Industry? What is Customer Experience in the Financial Industry? Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. your FAQ on steroids.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Service level 142

Service level Call Center Abandon rate Metrics 142

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

MARCH 30, 2018

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. Using a simple survey sent to customers/visitors after each conversation, you are able to analyze the level of satisfaction. At what stage of their journey?)

Customer Experience 213

Customer Experience Average Handle Time Customer Care Customer centricity 213

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

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

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. Proactive Outbound Engagement + Self-Service = More Success.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

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

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

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. He’s right! Are your sales dropping?

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. Play Video Table of Contents The Pitfalls of Conventional Voice Services For most clients, the difference between voice services is undetectable until significant issues arise.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. Call-Backs. Call-backs are a powerful thing.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Fonolo

OCTOBER 26, 2023

What do customers want? What do customers expect from your customer service department? You would think that it’s hard to make a sweeping generalization about what “all customers” want, especially where customer service is concerned. Let’s take a closer look at what research reveals about customers’ expectations.

Advertising 81

Advertising Feedback Call Center Wait times 81

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. 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. So, how do you manage call surges during unanticipated high-traffic periods?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Hodusoft

NOVEMBER 30, 2023

A Guide to Call Abandonment Rate in Call Centers and Its Significance Are you dealing with high call abandonment rates? Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent?

Abandon rate 59

Abandon rate Call Center Interactive Voice Response call center software 59

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question.

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

NobelBiz

MARCH 26, 2024

Table of Contents What Is Customer Experience Automation (CXA)? CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. These components work together to create a cohesive, automated customer service ecosystem.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

VirtualPBX

APRIL 19, 2023

Managing call volume is a critical aspect of running any business that relies on phone communication. Whether you are a customer service representative, sales professional, or running a call center, you need to be equipped with the right strategies to handle incoming calls efficiently. What is Call Volume?

Management 97

Management Wait times Self service Call Center 97

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

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. We’ll take a look at seven of the main ways to keep them up-to-date, but first, let’s consider what exactly cybersecurity in a call center involves.

Call Center 98

Call Center Engineering Education Best practices 98

SmartAction

SEPTEMBER 16, 2022

Artificial Intelligence is what makes automating voice conversations possible. Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations. This is where the NLU comes in!

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89