COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. s portfolio of training, consulting and certification services has been transformed for virtual delivery.

Consulting 40

Consulting Consulting Best practices Call Center 40

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. SOCAP Wisconsin Chapter – Six Sigma White Belt Training Workshop April 12, Madison, WI. Attend workshops and sessions.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Call Center Weekly

JANUARY 10, 2018

Jeannie Walters is a customer experience and patient experience speaker, a writer, and a consultant with more than 15 years experience in assisting all types of companies, including Fortune 500. Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

NobelBiz

JULY 31, 2023

As we delve into the fundamentals, you’ll discover how call queuing empowers businesses to build lasting customer relationships and cultivate a reputation of unparalleled service. The Science Behind the Queue Every call that reaches a call center passes through a systematic evaluation process.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Taylor Reach Group

MAY 11, 2021

When revenue is down or CSAT is lower than expected, heads turn to call centre operations leaders… and the pressure is on! Developing Guiding Principles that Align Company Mission, Vision & Strategy with Call Center Mission, Vision & Strategy. How can this gap be addressed?

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

CX Global Media

DECEMBER 28, 2017

He mentioned that in over 25 years of consulting, he learned, that we are pathetic at change. He’d put people through workshops and help them individually learn the skills of change but they get back to the organization or get back to the team and they’re not changing and so their motivation runs out. “A Give us a rating.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

CSM Magazine

MARCH 22, 2016

In recent years, more and more sources have referred to call centers as the “white collar sweat shop” of our time. Most call centers I am familiar with are in a less than desirable location within the office, and a place where work is sent that others cannot complete – things the CSR’s can do while they are “on the phones.”.

Call Center 40

Call Center Wait times Consulting Consulting 40

Fonolo

NOVEMBER 13, 2018

The NECCF’s Annual Conference & Expo is a highly anticipated event in the northeast with an emphasis placed on showcasing the latest in technology and innovation in the contact center industry. The day includes a wealth of networking opportunities, roundtable discussions, and expert-led workshops. An added bonus? Tobias Goebel.

Customer Service 108

Customer Service Contact Center Engineering Education 108

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Taylor Reach Group

MARCH 20, 2020

Host seminars or workshops that address depression and stress management techniques, like mindfulness, breathing exercises, and meditation, to help employees reduce anxiety and stress and improve focus and motivation. Follow Taylor Reach and Colin Taylor on Twitter at @Taylor_Reach and @colinsataylor.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Blueship Call Center

NOVEMBER 30, 2022

When determining whether outsource email support services , you should consider the costs associated with training and coaching workshops, as they might be substantial. Will a staff member be on call round-the-clock? Are you willing to spend the money necessary to update every new team member?

outsourcing 40

outsourcing Coaching Morale Consulting 40

Stafford Communications

SEPTEMBER 13, 2017

The “Creating Engagement Everyday” workshop featured ways of equipping customer service executives with the knowledge, skills and strategies needed to drive effective team engagement. Consulting & Compliance. Tony joined featured speaker Brandon Rigoni, Ph.D., Healthcare.

Healthcare 40

Healthcare Call Center Consulting Consulting 40

CSM Magazine

AUGUST 22, 2019

I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. He enjoyed the break from the call center, was a natural leader we learned, and he loved being a part of something big for the company. Plan a Team Building Outing. About the Author.

Customer Service 45

Customer Service Morale Call Center Consulting 45

Fonolo

MARCH 4, 2020

We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains. Top related content: How to Effectively Set Goals With Your Call Center Team. We’ve also set up one-to-one customer-agent relationships, which we call a “dedicated model.” Making your contact center omnichannel ready.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Clarabridge

SEPTEMBER 21, 2017

I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution. The focus on the new upcoming ebook and workshop is IMPLEMENTATION.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. With that in mind, let’s take a closer look at the challenges of maintaining and upgrading call center infrastructure.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

CSM Magazine

SEPTEMBER 28, 2019

I’m sharing three tactics from my handling demanding customers workshops to help you assertively (and politely) control challenging interactions with customers. Assert your authority with confidence, like I had my call center agents do when customers got upset about not being able to use a debit card to rent a vehicle.

Consulting 45

Consulting Consulting Personalization Call Center 45

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.

call center workforce 52

call center workforce Call Center Management Gamification 52

Talkdesk

APRIL 12, 2016

With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. TOPO Director of Consulting Greg Tapper expanded on this point at the Ultimate Sales Plays workshop. TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. Click to Tweet. About Talkdesk.

Sales 40

Sales Big data call center software Best practices 40

NobelBiz

APRIL 3, 2023

This could result in considerable financial savings for contact centers; for instance, if a 100-seat call center has agents handling an average of 10 calls per hour and deploying Interactive Voice Response (IVR) technology to reduce the total time spent on each phone call by one minute, the cost savings could exceed $250,000 per annum.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Fonolo

FEBRUARY 20, 2020

Handpicked related content: 7 Things Great Call Center Managers Do Every Day. We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains. Handpicked related content: How to Effectively Set Goals with Your Call Center Team. And it’s working. I always ask two distinct questions: 1.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Beyond Philosophy

OCTOBER 8, 2020

They are looking for one thing they can do, like reducing the call centers or moving the labor force offshore, and other solutions like these. For example, I was running a workshop for a client in the mobile communications market. The call center was in meltdown. Second, there is a lost opportunity cost.

Consulting 436

Consulting Consulting Call Center Advertising 436

CSM Magazine

APRIL 12, 2018

In most call centers, average handle time is one of the leading metrics used to manage a rep’s performance. But leaders who have the right behavioral-driving metrics in place—whether it’s resolving a problem in one call or ensuring customer satisfaction—make sure the metrics are driving the right behaviors. About the Author.

Average Handle Time 40

Average Handle Time Airlines Coaching Metrics 40

Up Your Service

APRIL 1, 2018

Your Service is a global education and consulting company. The device manufacturer, the reseller, the phone company, the app designer, the website manager, the online forum moderator, the chat box responder, and the call center agent. Now how many different companies, channels, and partners are involved here?

Customer Experience 80

Customer Experience Education Telecommunications Personalization 80

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

Up Your Service

APRIL 1, 2018

Your Service is a global education and consulting company. The device manufacturer, the reseller, the phone company, the app designer, the website manager, the online forum moderator, the chat box responder, and the call center agent. Now how many different companies, channels, and partners are involved here?

Customer Experience 69

Customer Experience Education Telecommunications Personalization 69

GetFeedback

JULY 19, 2019

Use real quotes, call center recordings, and other powerful emotional data to share what’s really going on with your customers. She is a customer experience speaker, writer, and consultant with more than 20 years of experience in assisting all types of companies, including Fortune 500. And guess what?

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Fonolo

MARCH 17, 2020

Jessica Cryer, CSPN’s VP of Business and Customer Service strategy, explains that to effect change at Hyundai Canada, they took a multifaceted approach with training seminars and workshops, as well as a high-. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. About CSPN.

Automotive 67

Automotive Abandon rate Feedback Technology 67

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NobelBiz

OCTOBER 24, 2023

Customer Journey Maps are the compass for contact centers, guiding them to meaningful touchpoints, personalized channels, and countless opportunities to enhance customer experiences and drive operational excellence. Check out this great article on crucial pain points in call center management.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience. Adrian Swinscoe. Annette Franz.

Customer Service 10

Customer Service Customer centricity Consulting Consulting 10

NobelBiz

AUGUST 28, 2023

Tech problems in contact centers are like unruly guests at a symphony – they disrupt the harmony of customer interactions, but with the right orchestration, they can be transformed into notes of seamless resolution. Navigating the multichannel maze is a classic contact center challenge. Tired of agent turnover and engagement woes?

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

NobelBiz

SEPTEMBER 5, 2023

Telemarketing and call center operations form the backbone of many businesses, enabling them to connect directly with their audience. Connection Rate: A Closer Examination The connection rate refers to the percentage of successfully connected calls out of the total attempted calls.

Contact Center 59

Contact Center Telemarketing Telecommunications Call Center 59

Robert Davis

MARCH 2, 2017

Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace. Additionally, RCDA consultants are experts in modeling and mentoring the correct behaviors at all levels within the organization. Validation.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Comm100

NOVEMBER 14, 2017

Here’s a quick snapshot of some groups that you might want to add to your list: Worldwide Contact Center Professionals – Worldwide industry experts in customer contact strategies including CRM, BPO, direct marketing, managed services and call center industries with close to 32000 members! Active group with 20000 members.

Customer Service 43

Customer Service Morale Education Call Center 43

CX Global Media

JULY 11, 2019

We know that traditional approaches like multi-day workshops don’t build skills efficiently. This is one of the reasons I developed the Contact Center Virtual Summit , to advance the traditional approach to educational conferences and event-type learning. EXPERT SESSION – How Do Your Call Center Supervisors Measure Up?

Contact Center 120

Contact Center CCNG Morale Coaching 120