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

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. The industry has matured, and people know what they’re getting themselves into, and they demand a higher standard. The days of just loading up a list and cold-calling people are gone.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Vistio

JUNE 10, 2022

To start out with today, Steve, can you give our readers and our listeners some insight into your background, where you started, and how you got to where you are today? . I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. Learned quite a bit.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . This is when contact center outsourcing comes into play. It saves you the money, time, and effort you need to make your business scale. .

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Step 1: Focus AI on Metrics that Matter. Increase First Contact Resolution (FCR).

Customer Service 89

Customer Service Self service Average Handle Time CRM 89

ShepHyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. How do you keep your loyal customers?

Customer Service 35

Customer Service Contact Center Self service Consulting 35

Vistio

JULY 11, 2022

Can you give our listeners and readers some insight into your background, where you started and how you got to where you are today? So I did a lot of traveling and the reason I bring it up is, technology back then was just starting to make a real impact on the general consciousness I suppose, in the context of globalization.

Technology 52

Technology Self service Contact Center Analytics 52

Global Response

MARCH 27, 2023

Customer service matters—a lot. How can you convince your organization to invest further in customer service, and what can you do to improve it effectively? How can you convince your organization to invest further in customer service, and what can you do to improve it effectively?

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. 68% of customers will pay more for products or services from brands known for their excellent customer service.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Call Experts

NOVEMBER 8, 2019

You can utilize AI-Powered HR Call-Out Lines to bring efficiency to your operations. These call-out lines allow your team to focus on the details that matter with customizable, real-time reporting and compliance with little effort. Companies must create dynamic environments to address the ever-changing workforce and its needs.

outsourcing 45

outsourcing Journey mapping Interactive Voice Response Call Center 45

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

REVE Chat Blog

FEBRUARY 12, 2020

Customer experience has reached a level of paramount importance in recent years, and customers no longer view their experiences in an industry-silo. In this digital age, the banks and financial institutions need to be digitally transformed to deliver a consistent customer experience in banking whether it is online or retail.

Banking 76

Banking Customer Experience Chatbots Big data 76

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. What is Customer Support? Training sessions.

Customer Support 52

Customer Support Self service Feedback Upselling 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. It’s a strategy that’s based on putting your customer first, and at the core of your business.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Tethr

DECEMBER 29, 2020

As we enter a new year, let’s take a moment to look back on our “greatest hits”, if you will, and review what our readers valued most during this year of challenge. As we enter a new year, let’s take a moment to look back on our “greatest hits”, if you will, and review what our readers valued most during this year of challenge.

Analytics 72

Analytics Call Center Enterprise Sales 72

SmartKarrot

APRIL 20, 2023

Call intelligence has been around for some time, but it’s still surprising how only a few organizations take full advantage of this powerful toolset. Call intelligence has been around for some time, but it’s still surprising how only a few organizations take full advantage of this powerful toolset.

Analytics 10

Analytics Call Center Calibration Upselling 10

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Balto

JANUARY 22, 2024

The advancements in Generative Artificial Intelligence (Generative AI) have dominated the headlines and social media discussions throughout 2023, and for good reason. We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. What Is Generative AI?

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. The problems that plague the minds of QA and monitoring teams are many, but some are more prominent than others – and have a bigger impact on the company’s bottom line. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

Global Response

JANUARY 23, 2023

We’re all familiar with traditions of setting goals, resolutions or intentions for the New Year in our personal lives—but what about for our work or businesses? Of course, knowing where you want to go is important, but knowing how to get there is even more essential. Ensure your goals are specific by defining your goals clearly.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

aircall

SEPTEMBER 28, 2022

This allows the sales rep to focus on what’s really important: the conversation. . What can work for one business may not be the right fit for yours. Let’s unpack the differences between sales dialers and how they impact business productivity. . But “good enough” rarely cuts it in the competitive sales world. .

Telemarketing 62

Telemarketing Sales Government Analytics 62

JustCall

AUGUST 5, 2020

But that does not discount the need for tools that make your job efficient and easier. In this blog, we will take a look at all the important sales tools that will help your team step-up their sales efforts. What are Sales Tools? Sales tools are software or apps used by salespeople for optimizing their efforts.

Sales 98

Sales CRM Analytics Accountability 98

ProProfs Blog

MARCH 25, 2020

Implementation of automated customer service is no longer considered an innovative competitive advantage but an essential way of staying competitive. Businesses without reliable customer support automation are less consistent while handling customers’ requests but also spend way more time and money solving each of them.

Customer Service 125

Customer Service Chatbots Customer Support Personalization 125

NobelBiz

SEPTEMBER 21, 2020

The following is a list of call & contact center industry reports related to COVID-19. The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents.

Call Center 52

Call Center Contact Center Government Banking 52

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle. Here’s how-.

Management 52

Management Upselling SaaS Accountability 52

Tenfold - Contact Center Blog

JULY 12, 2018

A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. Here are eight strategies to help in your journey to contact center management success. Just winging it in the contact center arena almost always leads to failure.

Contact Center 66

Contact Center Management Coaching Call Center 66

bold360 Blog

MARCH 1, 2021

As part of LogMeIn’s broader Corporate Social Responsibility program, Mission Possible , and in an effort to give back, Bold360 powers up a chatbot to help the non-profit Safe Kids Israel provide around-the-clock digital engagement with the community to promote child safety. How did Bold360 begin working with Safe Kids Israel?

Chatbots 98

Chatbots Education Consulting Consulting 98

Noble Systems

JANUARY 29, 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021. The current economic climate along with the continuing impact of the Coronavirus pandemic has put a strain on businesses worldwide to consistently deliver on ever-changing customer expectations.

Contact Center 68

Contact Center Surveys Analytics Feedback 68

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Connect with Alexandra.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

AWS Machine Learning

NOVEMBER 30, 2023

We believe generative AI has the potential over time to transform virtually every customer experience we know. Innovative startups like Perplexity AI are going all in on AWS for generative AI. And at the top layer, we’ve been investing in game-changing applications in key areas like generative AI-based coding.

APIs 127

APIs Enterprise Best practices Technology 127

Uniphore

JULY 30, 2021

We are poised to democratize AI and automation so that citizen developers can collaborate with developers and data scientists to make the world of CX better for everyone, with clicks not code. We hope that you’ll join us on this journey to innovate customer experience at record speed. 2020 Global Customer Experience Benchmark.

Benchmark 98

Benchmark Average Handle Time Contact Center Analytics 98

Comm100

FEBRUARY 5, 2018

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. The answer for many businesses was customer engagement software.

CRM 48

CRM Marketing Multichannel Self service 48