CCNG

JANUARY 17, 2024

That was the response I received from my daughter’s friend, Jake, after I asked him how he liked his new job as a customer service representative for a large national retailer. I felt bad, as I had convinced him to try a career in Call Centers since he didn’t have a college degree and had asked me for career advice.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. of their revenue due to bad experiences. of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Expivia

OCTOBER 4, 2021

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. Contact center outsourcing can take the weight of customer management off your shoulders. What Is Contact Center Outsourcing?

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Balto

JANUARY 11, 2024

“Do you enjoy filling out customer service surveys?” ” That’s the question I posed to a group of customer service professionals. ” Then why do we pester our customers with surveys? The contact center leader trained her entire team on this technique as a result of her analysis.

Surveys 52

Surveys Customer Service Contact center software Calibration 52

NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. Choose your calibration type. Include your management.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Voxjar

JUNE 5, 2021

QA is a very important component of customer satisfaction across industries. But, while some things are easy to rate, what do you do about more subjective things like customer […] The post Call Center Call Calibration - The Complete Guide appeared first on Voxjar: AI for Call Center Quality Assurance.

Calibration 40

Calibration Call Center Contact Center Customer Service 40

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Myra Golden Media

JULY 12, 2019

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

The Northridge Group

SEPTEMBER 27, 2017

In the contact center, one thing is certain: positive human connections between agents and customers are critical to building brand loyalty. In an industry that places an emphasis on human contact, what role does AI play in the contact center and how can data gathered from it be used to improve the customer experience?

Contact Center 124

Contact Center Calibration Analytics Chatbots 124

NobelBiz

APRIL 18, 2023

The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful. Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Toister Performance Solutions

MARCH 21, 2019

Rather than drone on about the concepts, we used interactive activities to highlight common customer service challenges and share solutions. These are all concepts from my new book, Getting Service Right. I've worked in contact centers, so I've experienced this first-hand. Calibration is an ongoing process.

Calibration 81

Calibration Customer Service Wait times Contact Center 81

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Myra Golden Media

JULY 15, 2019

Develop Standards and Objectives for Customer Experience. Develop Calibration Strategy. Calibration (step six) is a necessary step to help you review objectives fairly. Develop Calibration Strategy. Calibration keeps everyone who monitors and coaches consistent and fair. Determine Monitoring Method and Frequency.

Calibration 153

Calibration Coaching Morale Feedback 153

Global Response

OCTOBER 26, 2022

Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How will an outsourced contact center partner protect my data? This is not the case.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Therefore, workforce optimization strategies should be front and center to your business goals.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Customer Service Life

JUNE 10, 2019

I have two scenarios for you regarding contact center quality assurance. There’s been a bit of a debate among my peers in the contact center industry in recent years over the relevance of quality scores and there are a couple hotly contested issues. Check your alignment with customer perception. It’s just a number.

Contact Center 60

Contact Center Coaching Calibration Metrics 60

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. Clients are seeking contractual metrics focused on Customer Satisfaction (CSAT), Net Promoter Score (NPS) and First Contact Resolution (FCR). But calibrating with the client is much more challenging.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. OBSERVATIONS AI is irrevocably altering customer service. This

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. For example, Playvox’s customer, Sutherland , started a podcast to share important information with their global agent population.

Management 88

Management Gamification Calibration Quality management 88

BlueOcean

JANUARY 27, 2020

You can ask all the right questions in the contact center RFP and still struggle to understand how their culture might or might not align with your own. That’s why, if time and budget allow, we always recommend a site visit before you go to RFP ( read our Guide to On-Site Contact Center Visits here ). Got 15 minutes?

outsourcing 71

outsourcing Contact Center Calibration Personalization 71

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Fonolo

MARCH 5, 2019

Customer service is a difficult job at the best of times. However, when your customers are patients, the dynamic becomes all the more challenging. Dealing with patients who are in crisis or pain, and on top of that, are emotionally drained, can create increasingly sensitive scenarios for call center agents to handle.

Healthcare 112

Healthcare Customer Service Calibration Call Center 112

Customer Service Life

JANUARY 18, 2019

Creating a quality form for your customer service team can be a scary task. There’s no right answer here, but intentionality around these names can make a difference in how customers are perceived. And consistency in the way we address our customers matters. What’s your customer service philosophy or mission?

Calibration 80

Calibration Customer Service Coaching Contact Center 80

Customer Service Life

JANUARY 15, 2019

Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. As I did further investigation I learned that on some forms agents could earn extra credit for “Going above and beyond for the customer” or for “WOWing them.” Click here to read the original.

Calibration 75

Calibration Quality calibration Coaching Contact Center 75

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 26

Calibration Personalization Quality management Contact Center 26

Brad Cleveland Blog

MARCH 13, 2018

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier.

Calibration 26

Calibration Coaching Quality management Contact Center 26

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Morale 78

Morale Gamification Contact Center Quality management 78

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions.

Quality management 52

Quality management Call Center Management Calibration 52

Myra Golden Media

AUGUST 5, 2019

When I work with customer service and marketing teams to improve customer interactions, I always ask some form of these questions: “It’s six months from today. What does our customer experience feel/look/sound like? I manifested every image I tacked on my board. EVERYTHING.

Calibration 136

Calibration Customer Experience Coaching Marketing 136

SharpenCX

JANUARY 26, 2021

Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. The 5 Customer Service Best Practices FedEx Uses to Score the Highest Satisfaction Ratings in Their Industry. Use data to personalize the customer experience. Hire friendly and helpful representatives.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

24-7 InTouch

FEBRUARY 25, 2020

To dive deeper into customization capabilities, we’ve outlined the final two stages: training and reporting. We care about our brands, and want to provide the highest quality customer service possible for their customers. Through customized, immersive training environments that are built with the specific brand in mind.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20