Serenova

AUGUST 11, 2020

To adequately address these questions, businesses need to employ teams of customer service employees that can answer the call and deliver the optimal experience every time, no matter the nature of the request. How important are call center agents on brand perception, you ask? What is a Call Center Agent?

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Brad Cleveland Blog

MAY 5, 2022

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark.

Customer Service 29

Customer Service Quality management Contact Center Call Center 29

Brad Cleveland Blog

DECEMBER 10, 2020

In this video, I summarize three tools that we often recommend for their usefulness in customer service settings. This video is from … The post Root Cause Analysis in Customer Service first appeared on Brad Cleveland. Typically, several possibilities surface and they all seem plausible.

Customer Service 29

Customer Service Customer Experience Quality management Contact Center 29

Brad Cleveland Blog

MAY 5, 2022

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Customer First” drives success. Customer service has become the top business priority. will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Leading applications even use proprietary algorithms, linguistics, and tone/stress detection to identify customer sentiment.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Monet Software

DECEMBER 21, 2018

February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling. In April, Monet received a 2017 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center CRM 48

Brad Cleveland Blog

JULY 24, 2018

This video from my … Continue reading → The post Common Misconceptions of Customer Service Quality Standards appeared first on Brad Cleveland. Dig a little deeper, and we’ve found there are several common misconceptions that can hamper their development and use.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is … Continue reading → The post Defining Quality in Customer Service appeared first on Brad Cleveland.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning.

Customer Service 21

Customer Service Quality management Contact Center Call Center 21

Brad Cleveland Blog

JULY 24, 2018

This video from my recent Lynda.com course “Quality Standards in Customer Service” summarizes these misconceptions and suggests how you can ensure everyone is comfortable, … They’re a good thing, right?

Customer Service 20

Customer Service Quality management Contact Center Call Center 20

Brad Cleveland Blog

JULY 24, 2018

This video from my recent Lynda.com course “Quality Standards in Customer Service” summarizes these misconceptions and suggests how you can ensure everyone is comfortable, … They’re a good thing, right?

Customer Service 20

Customer Service Quality management Contact Center Call Center 20

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning.

Customer Service 20

Customer Service Quality management Contact Center Call Center 20

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Increased cost of space.

At home agents 78

At home agents Coaching Gamification Metrics 78

Enghouse Interactive

OCTOBER 27, 2021

The key when implementing an Artificial Intelligence (AI) platform is to ensure it analyzes the complete customer journey – from the first point of contact to the end.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

JULY 7, 2020

At the same time, a contact center chatbot can “listen in” to the call to monitor how the call is progressing and provide appropriate agent guidance regarding additional customer service solutions. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Brad Cleveland Blog

MARCH 10, 2022

I explain these seven key principles in this video from my LinkedIn Learning course “Customer Service: Motivating Your Team.” I’ve seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve.

Employee engagement 26

Employee engagement Customer Service Quality management Contact Center 26

Aspect

JANUARY 3, 2018

Continuous and Seamless Upgrades – Updates to large on-premises software systems such as CRM, ERP, accounting and customer service can be expensive and disruptive. With SaaS, upgrades are made continuously in the cloud, at no extra charge, with no changes or interruptions to the customer’s operation.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Expivia

JULY 21, 2021

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Workforce Management Software.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Sikorski's Think Abouts

APRIL 5, 2015

Warmest regards, Laura Sikorski – Independent Call Center Consultant. WebTV Show Video Archives [link]. This week’s question for your employees – Why do you like being coached? Thank you for reading and sharing! lsikorski@laurasikorski.com.

Coaching 45

Coaching Calibration Contact Center Call Center 45

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Brad Cleveland Blog

NOVEMBER 11, 2020

Learn more about how to encourage self-coaching in this video “Coaching for Improved Performance” from my LinkedIn Learning course Customer Service: Motivating Your Team. … The post The Leadership Secret to Effective Coaching first appeared on Brad Cleveland.

Coaching 29

Coaching Customer Service Quality management Contact Center 29

Enghouse Interactive

JUNE 11, 2021

To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. This new reality has a significant impact on what customers want and how they want it. At the same time, businesses have more data available to them, from across every possible channel their customers use, than ever before.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Enghouse Interactive

JULY 7, 2021

In a recent ContactBabel Whitepaper , 74% of survey respondents identified that the greatest challenge to managing contact center performance and quality was not having enough time or resources to properly gather, listen and evaluate all the agent-generated data, be it audio and/or digital.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Brad Cleveland Blog

MARCH 23, 2022

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities.

Feedback 29

Feedback Management Quality management Surveys 29

Brad Cleveland Blog

MARCH 23, 2022

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities.

Feedback 26

Feedback Management Quality management Surveys 26

Brad Cleveland Blog

MAY 29, 2020

” I think they picture a frustrated customer across the counter or perhaps calling or posting a message that describes a problem. The video below from the LinkedIn … But there’s so much more to it.

Customer advocacy 34

Customer advocacy Quality management Contact Center Call Center 34

Brad Cleveland Blog

AUGUST 10, 2018

There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on?

Metrics 26

Metrics Customer Service Quality management Contact Center 26

Brad Cleveland Blog

AUGUST 3, 2017

Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” ” Here is an excerpt from that course on five secrets to quality service. If you enjoy this video, check out the entire course at the Lynda.com Library. >Quality

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Enghouse Interactive

OCTOBER 21, 2020

Effectively and efficiently resolving a customer issue can be rewarding and helps reinforce the value of the agent role and its value to the organization’s customers. In so doing, both the agent and customer benefit, and this can potentially lead to increased business and customer retention.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Brad Cleveland Blog

FEBRUARY 7, 2019

Learn more about how to best choose an overall objective in the video below from my LinkedIn Learning course “Quality Standards in Customer Service.” ” Establishing an overall objective from Quality Standards in Customer Service …

Customer Service 21

Customer Service Quality management Contact Center Call Center 21

Hodusoft

FEBRUARY 14, 2020

Call centers today have access to dozens of call center solutions. If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2020 and select one that suits your operations the best.

call center software 52

call center software Call Center Contact center software voip 52

Brad Cleveland Blog

JANUARY 10, 2019

To be effective, the quality standards you establish for customer service employees must meet three key requirements. Take a few minutes to view the video “Effective Standards from Individuals” from my LinkedIn Learning Course “Quality Standards in Customer Service.”

Customer Service 20

Customer Service Quality management Contact Center Call Center 20

Brad Cleveland Blog

FEBRUARY 7, 2019

Learn more about how to best choose an overall objective in the video below from my LinkedIn Learning course “Quality Standards in Customer Service.” ” Establishing an overall objective from Quality Standards in Customer Service …

Customer Service 20

Customer Service Quality management Contact Center Call Center 20

Brad Cleveland Blog

OCTOBER 26, 2017

How do you ensure that your quality standards really count? Are there alternatives to quality standards in guiding behavior? These questions and more are explored in the video Ensuring Quality Standards Count from my Lynda.com course Quality Standards in Customer Service.

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Customer Service Quality management Contact Center Call Center 20