inContact

APRIL 8, 2019

Before we get started with the how, what, and why, let’s take a step back… Ask yourself, what is your sole purpose in your contact center? The answer to this question should be a cornerstone to drive home the importance of the customers experience from the moment they connect with your company – over any channel! . yes, you called the right place), and, please, give them a way out! Advantages of the Cloud Call Center Best Practices Customer Experience

Call center experience 66

Call center experience Call Center Education Wait times 66

Win the Customer

JANUARY 23, 2015

Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. TMCNet discusses the answer by describing the modern day customer and the challenge that call centers face as they look to integrate social media channels […].

Call center experience 129

Call center experience Call Center Contact Center Customer Service 129

Win the Customer

MARCH 10, 2014

With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience. Call Center Customer Service Technology

Call center experience 138

Call center experience Call Center Customer Experience Technology 138

TRUSTID

JANUARY 22, 2018

Just how important is your contact center to your brand identity? In a recent study by Calabrio, “The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era,” call center agents are feeling the effects of changing customer behavior.

Contact Center 72

Contact Center Banking Customer centricity Surveys 72

Fonolo

JUNE 21, 2018

Peak times tend to be a touchy topic for call centers. Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms.

Abandon rate 67

Abandon rate Contact Center Management Education 67

Win the Customer

JUNE 8, 2015

The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry?

Call center experience 146

Call center experience Customer Service Contact Center Call Center 146

Callminer

NOVEMBER 6, 2018

This is the same reaction that customers will have after a bad experience with your call center. The CallMiner Index report shows that the wrong behavior drives churn, with 55% of consumers saying they are very or extremely likely to switch after a bad call center experience.

Scripts 217

Scripts Best practices Coaching Call center experience 217

Call Center Weekly

MARCH 8, 2018

Jeremy has 10 years of call center experience leading teams and developing a top notch customer experience. Jeremy has a passion for employee development, improving the customer experience, and fixing the health care industry! CCW Employee Experience leadership

Coaching 156

Coaching Best practices Call center experience Call Center 156

Connect First

MAY 12, 2017

Research reveals that call centers experience one of the highest turnover rates of any industry: 26% of front line staff voluntarily or involuntarily leave by the end of any given year. That means today’s call center supervisors must be talented mentors, motivators, and managers.

Call Center 52

Call Center Education Call center experience Management 52

Beyond Philosophy

MAY 8, 2019

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). The next level up from that is what we call the Recommendation Cluster. It’s part of the brand and its relation to Customer Experience.

Construction 302

Construction Benchmark Customer emotions Consulting 302

TRUSTID

FEBRUARY 22, 2018

When it comes to improving banking efficiencies and protecting customers over the telephone channel, contact center supervisors have traditionally relied on knowledge-based information to authenticate customers.

Contact Center 84

Contact Center Banking Call center experience Personalization 84

Fonolo

OCTOBER 30, 2018

Customer service and call center agents are certainly feeling the effects of this power: They are working harder than ever to successfully meet customer demands to earn rave reviews rather than damaging social media rants from customers. Call Center 101: The Golden Rules of SLAs.

Marketing 189

Marketing Customer Service Advertising Morale 189

CSM Magazine

MAY 6, 2019

Improving customer service is a journey, not a destination, and you should always be working on new, innovative ways to make the customer service experience better for your buyers. One of the best ways to do that is to improve your inbound customer service experience.

Multi-channel support 52

Multi-channel support outsourcing Call Logging Call Center 52

Fonolo

NOVEMBER 8, 2017

Velocity takes pride in making its members feel valued, and in creating a positive customer experience, however their current service offering was not meeting these goals. Velocity was struggling with long hold times and a high number of abandoned calls. Smooth out Call Spikes.

Abandon rate 84

Abandon rate Call Center Abandon Call Banking 84

TRUSTID

FEBRUARY 25, 2019

To help us better understand the current state of today’s call center fraud threats, the recent BetaNews Q&A, “How contact centers have become a prime target for hackers,” explores why fraudsters focus on call centers, and what organizations can do to prevent attacks.

Call Center 62

Call Center Banking Engineering Call center experience 62

Monet Software

JUNE 11, 2018

Service level is just one element that contributes to a customer’s positive call center experience – but it’s an important one. Faulty Forecast If call volume or call patterns are different than what was anticipated, it will affect service level.

Service level 62

Service level Contact Center Call Center Metrics 62

TRUSTID

FEBRUARY 22, 2018

When it comes to improving banking efficiencies and protecting customers over the telephone channel, contact center supervisors have traditionally relied on knowledge-based information to authenticate customers.

Contact Center 62

Contact Center Banking Call center experience Personalization 62

Zingtree

MARCH 29, 2018

For call centers and organizations, efficiency, effectiveness, and personalization are critical drivers in how a customer will react or respond to a communication, especially considering the aversion to the dreaded phone tree. Take a look at our Call Center solutions here.

Scripts 71

Scripts Call Center CRM Best practices 71

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. On the other hand, call center managers have to be cost-conscious in their approach to staffing. 4 Reasons to Add Call-Backs. How We do Call-Backs at Fonolo.

Abandon rate 169

Abandon rate Call Center outsourcing Chatbots 169

Fonolo

NOVEMBER 2, 2017

Many organizations now report that outsourcing decisions are no longer solely based on cost reduction, but to utilize value-added services that improve the customer experience. Read this datasheet and learn the major reasons why call center BPOs can benefit from offering call-backs.

Abandon rate 82

Abandon rate Call Center Business Process Outsourcing Call center experience 82

Beyond Philosophy

MARCH 2, 2016

For years, I have talked about the emotional context of your experience both from the emotional state your customers bring to it and the cues your experience provides to them. New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. They analyzed four million phone calls from 2013 to 2015. So they hang up and likely feel disappointed with your experience. Blogs Customer Experience

Consulting 235

Consulting Consulting Call Center Personalization 235

Fonolo

APRIL 1, 2019

Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. From furry to feathery, and everything in between, they are here to take your animal farm of a call center to the next level.

Call Center 73

Call Center Service level Sales Wait times 73

Talkdesk

MAY 8, 2017

One of Talkdesk’s most beloved features is our deep call center integrations with 25+ industry-leading solutions. With these integrations, teams across the world can synchronize their call data with CRMs, helpdesks, chat tools and more to improve the call center experience.

Call center experience 52

Call center experience Personalization Call Center 52

Interactions

JANUARY 23, 2019

It’s important to note that when most customers call, they’re already in a state of stress. Still, there is only more frustration that awaits the customers of CSPs when they call. They’ve called because they have an issue, and they feel their time is not valued by the CSP.

Wireless 62

Wireless Call Center Accountability Customer retention 62

Fonolo

MARCH 28, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data.

Contact Center 67

Contact Center Abandon rate call center professionals Banking 67

Fonolo

SEPTEMBER 12, 2017

Consumers today are more demanding than ever, especially when it comes to the call center experience. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. 4 Reasons to Love Call-Backs.

Abandon rate 160

Abandon rate outsourcing Benchmark Wait times 160

Fonolo

DECEMBER 5, 2017

This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. How Can Call Centers Prepare for Unexpected Volume Spikes? White Paper: 9 Critical Contact Center Trends for 2018.

Morale 73

Morale Contact Center Metrics Management 73

Clarabridge

APRIL 11, 2017

Clarabridge recently conducted a study of both contact center agents and consumers. We wanted to see where their expectations and experiences lined up when it comes to customer service calls. Dissatisfaction levels are at an all-time high when it comes to contact center calls.

Contact Center 84

Contact Center Feedback Call Center Surveys 84

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. Is there anyway to get a call back before I choose to never use you for flights again?

Transportation 91

Transportation Travel Airlines Surveys 91

Talkdesk

JUNE 23, 2016

Last month, we officially unveiled our latest call center integration, Talkdesk for Slack, at Opentalk 2016. Read on to learn more about how this innovative new feature can augment your call center experience.

Coaching 54

Coaching Call Center Engineering Call center experience 54

Talkdesk

SEPTEMBER 28, 2016

We’ve been working hard over the past few months to create the best Dreamforce experience possible, and we can’t wait to show you what we have planned. Reimagining the Call Center Experience. Want the ultimate Talkdesk Dreamforce experience?

Education 63

Education Contact Center contact center solutions Call center experience 63

Etech

FEBRUARY 19, 2018

Call centers have come along was from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. The level of service received in a call center can determine whether or not customers continue to do business with a particular company.

Call Center 76

Call Center Call flow Coaching Wait times 76

Talkdesk

AUGUST 17, 2016

There are some jobs that are just harder than others and call center agents have a difficult role to fill. In yesterday’s blog post , we gave tips #1-5 for helping your call center agents to succeed. Call Center

Call Center 56

Call Center Telemarketing Morale call center software 56

Talkdesk

JUNE 27, 2016

Many call centers implement rigorous training programs as part of the onboarding process for newly hired agents. Once agents are able to start picking up calls, supervisors often engage in live coaching sessions where they actively advise agents during phone calls.

Coaching 57

Coaching Call Center call center software call center solutions 57

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Call center agents of all kinds have a difficult task.

Call Center 73

Call Center Construction Engineering Technical Support 73

Talkdesk

MAY 17, 2016

Today, we’re announcing Customer Sentiment Score (CSS), a new kind of call center feature that allows companies to understand customer sentiment as well as predict potential customer unhappiness and proactively address it. Call Center Talkdesk

Analytics 80

Analytics Average Handle Time Wait times Feedback 80

Fonolo

OCTOBER 10, 2017

Today’s demanding consumers have high expectations when it comes to the call center experience. The solution to hold-time is to offer a call-back as an alternative. Call-backs can also be offered on a scheduled basis, where callers can choose a time slot in the future. (We

Surveys 78

Surveys Average Handle Time Call center experience Technology 78

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 70

Call Center Customer Support Customer centricity Metrics 70

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Improved agent efficiency and productivity turn call centers from a cost into a profit. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center.

call center workforce 68

call center workforce Technology Call Center Management 68

Insite Managed Solutions

FEBRUARY 16, 2016

5 Ways to Relieve Stress After an Unpleasant Call. With a consultant’s average call center experience around 15 years, we all understand how unpleasant and abusive calls can be taxing on a daily basis. These types of calls can lead to higher agent attrition.

Consulting 52

Consulting Consulting Call center experience Call Center 52