Stop Avoidable Customer Churn With Great Agent Behavior

Callminer

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.

How Would You Rate Your Experience? A Primer on Transactional Surveys

inmoment

To make this process as efficient as possible (and to make it simpler for companies to source different kinds of feedback), several types of surveys have emerged over the years that make it easy to focus on customers’ opinions about transactions, brand relationships, and the like. Transactional surveys can be used to gauge many touchpoints, but the one they’re typically associated with (and the one they’re named for) is a key part of the brand experience: the sale.

How Call Center Scripting Software is Giving New Life to Old Customer Service

Zingtree

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.

Top Tips to Improve Inbound Customer Service

CSM Magazine

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.

Clarabridge Research Shows 4 ways to Improve CX in the Contact Center

Clarabridge

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.

The 3 Key Steps to Gain Actionable Data From Voice of Customer Programs

Maru/Matchbox

Focus that would allow for an almost myopic, but manageable view of the data to be able to refine how it is collected, define it in clear terms and then tie it to customer feedback data to provide a more holistic picture of the business.

3 Takeaways from Our Live Discussion on Crisis Management for Customer Service [Video]

Fonolo

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.

4 Challenges of Call Center Coaching

Talkdesk

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.

10 Tips for Motivating Call Center Agents – Part II

Talkdesk

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

Talkdesk for Slack: New Message Buttons

Talkdesk

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.

Introducing Talkdesk Predictive Customer Analytics: Customer Sentiment Score (CSS)

Talkdesk

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

The 3 Key Steps to Gain Actionable Data From Voice of Customer Programs

Maru/Matchbox

Focus that would allow for an almost myopic, but manageable view of the data to be able to refine how it is collected, define it in clear terms and then tie it to customer feedback data to provide a more holistic picture of the business. Step 2: Define KPIs For Each Customer Experience Channel. Define key metrics of success (based on customer behavior) for each of the channels that you will be evaluating as part of your feedback program.

Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

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.

Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

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.

What Are The Significant Trends For Call Center Future Strategy?

Dialer 360

The call center is becoming complete the paradox. The problem is technology advanced as much as instant pace than the call center can adapt to at least for now. The call center industry is recent in the transaction phase. Better Call Center Analytics.

Customer Experience Weekly #10

Talkdesk

Talkdesk’s Customer Experience Weekly (CXW) brings together the best information and insights from around the web on subjects related to CX. Is your call center ready for bots?

Customer Experience Weekly #10

Talkdesk

Talkdesk’s Customer Experience Weekly (CXW) brings together the best information and insights from around the web on subjects related to CX. Is your call center ready for bots? The post Customer Experience Weekly #10 appeared first on Talkdesk.

Best Practices for Recruiting, Hiring and Training

COPC

Posting 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training. To improve performance and provide a superior customer experience, call centers often focus on the three main functions of operational management, quality, and workforce management.

3 Ways to Use Slack to Improve Your Phone Support Efforts

Talkdesk

Talkdesk Product Manager Alex Willen and Slack Account Manager Jesse Elliott discussed Slack’s new functionalities as relates to phone support teams in our webinar “Using Slack to Reinvent the Call Center Experience.” Call centers are often thought of as an old-fashioned concept.

Video: Turning Your Contact Center Into A Profit Center

RapportBoost

We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. We welcome your feedback. . I am here today because I have helped a lot of Contact Centers transition to profit centers with chat.

What Is Necessary Ideas For Innovative Contact Center?

Dialer 360

All have lousy customer support call before, you call and then you wait, you talk to an agent. While the priority function of these call has shifted from transaction to experience. As customer experience has increased dramatically in the modern digital era.