NICE 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 127

Call center experience Call Center Contact Center Customer Service 127

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 136

Call center experience Call Center Customer Experience Technology 136

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 69

Contact Center Banking Customer centricity Surveys 69

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 Contact Center Customer Service Call Center 146

Callminer

DECEMBER 11, 2018

Most importantly, the survey uncovered that frustration with self-service channels leads to frustrated calls to the call center. In fact, The CallMiner Index shows that agents have a tough job because customers who call in to resolve problems arrive emotionally charged.

Call Center 211

Call Center Best practices Surveys Self service 211

Hodusoft

SEPTEMBER 3, 2019

The company has added a new feather in the crown by providing ready-made call center software , HoduCC to one of the most trusted water purifier manufacturers Livpure recently. Technical call center software New client Travelopod

voip 52

voip Travel Contact center software Enterprise 52

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 81

Contact Center Banking Call center experience Personalization 81

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

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

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

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

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

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 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

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 Customer Experience Coaching 76

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

Fonolo

MAY 31, 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 73

Contact Center Abandon rate call center professionals Banking 73

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 Benchmark outsourcing 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 78

Morale Contact Center Metrics Management 78

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

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 118

Call Center Construction Service level Engineering 118

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

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

Maru/Matchbox

JUNE 11, 2019

Step 2: Define KPIs For Each Customer Experience Channel. On the road of information overdrive, it may be helpful to stop and ask: what do we have, how is it defined and how am I going to tie it to feedback data which is going to tell me how to elevate my customers’ experiences.

Metrics 56

Metrics Feedback Big data Call center experience 56

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 65

Education Contact Center contact center solutions Call center experience 65

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

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 59

Coaching Call Center call center software call center solutions 59

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 57

Call Center Telemarketing Morale call center software 57

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

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 81

Analytics Average Handle Time Wait times Feedback 81

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

Maru/Matchbox

JUNE 11, 2019

Step 2: Define KPIs For Each Customer Experience Channel. For example: If your company is a toy store and your VoC program includes an assessment of the in-store experience, the call center experience and the website experience, you may have the following key metrics: The important part of this step is defining metrics that are possible to calculate at the customer level (or that are already collected reliably), that are simple, measurable and less subject to interpretation.

Metrics 40

Metrics Feedback Big data Call center experience 40