NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Wait times Contact Center 106

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 151

Customer Service Chatbots Self service Customer Care 151

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Accelerate resolutions with AI-powered agent assistance.

Call Center 196

Call Center Self service Gamification Contact Center 196

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Engage with video. What advice can you give me?

Customer Service 317

Customer Service Morale Contact Center Call Center 317

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences.

Call Center 124

Call Center Self service Gamification Contact Center 124

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members. Contact Center Trends: Industry Predictions for 2022.

Call Center 148

Call Center Abandon rate Gamification Education 148

Fonolo

AUGUST 5, 2021

How to Foster Agent Engagement in a Hybrid Contact Center. Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. 15 Powerful Call Center Training Methods. Create a standardized virtual training program.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

SharpenCX

SEPTEMBER 14, 2021

More than a third of hourly, customer service workers feel physically and emotionally drained after an average day’s work. With supply chain interruptions and sky-high customer needs, your customer service agents bear the responsibility of keeping customers happy and loyal. Send words of encouragement.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

Fonolo

AUGUST 26, 2021

Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide. Physical call center environments.

Call Center 142

Call Center Real estate call center software Interactive Voice Response 142

Zappix

FEBRUARY 20, 2024

In today’s fast-paced world, customer service is more than just resolving issues—it’s about delivering exceptional experiences that foster loyalty and satisfaction. As call centers continue to evolve, the role of digital tools in optimizing agent interactions has become increasingly crucial.

Call Center 52

Call Center Agent burnout Customer Experience Average Handle Time 52

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Taylor Reach Group

MAY 14, 2019

There was a time where video games were purchased, played and completed with no reason to interact with their creators. Most major video game companies are shifting to a “games as a service” model where you purchase a game with the expectation of playing it months, even years, down the line. by JD Fairweather.

Customer Service 121

Customer Service Consulting Consulting Morale 121

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. According to a report by Pew Research Center , 85% of Millennials say they use social media.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

NobelBiz

OCTOBER 22, 2020

This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers!

Call Center 52

Call Center Customer Service 52

Certified Languages International

OCTOBER 10, 2023

10, 2023) — Certified Languages International (CLI), a leader in the remote interpretation and language services industry, announces the rollout of MERFi , a proprietary video remote interpreting (VRI) platform, effectively migrating its existing clientele from a third-party VRI service in use since 2013. And in the U.S.,

call center solutions 52

call center solutions Banking Education Call Center 52

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. As customer expectations are constantly increasing in terms of call center performance , so must the training methods evolve. Why implement call center training?

Best practices 174

Best practices Call Center Morale Coaching 174

SharpenCX

DECEMBER 13, 2021

In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. . report that engaged and satisfied call-center employees are: 8.5x more likely to feel extremely empowered to resolve customer issues. Keeping your Virtual Call Center Employees Productive.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

Global Response

OCTOBER 2, 2023

In this article, we’ll look at why online reputation matters so much, and how to manage it effectively using a call center. Online reputation management is the process of managing how customers see your brand, particularly in online channels.

Call Center 62

Call Center Management Airlines outsourcing 62

Fonolo

APRIL 2, 2019

So, this week, we put together some video you can queue up and watch. Last month’s Enterprise Connect conference was Amy’s debut appearance as part of the Cisco Collaboration team (the division that includes their call center business). Five9 CEO Rowan Trollope on Why the Call Center is Exciting Right Now.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

SharpenCX

JUNE 21, 2023

If text is such a high-volume communication channel for modern consumers, why don’t more call centers have an SMS strategy? An omnichannel call center strategy can save you time and money, while delighting your customers with service at every turn. Don’t yet have an SMS call center strategy?

Call Center 67

Call Center Contact center software Contact Center Banking 67

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. Pay attention to numbers two and three, which are about streamlining the buying process (making it more convenient) and using more video on t.

Customer Service 212

Customer Service B2B B2C Call Center 212

ShepHyken

MARCH 31, 2023

This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. He shares the challenges that customer service representatives face and how companies can overcome them.

Customer Service 167

Customer Service Chatbots Surveys Personalization 167

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?

Customer Service 341

Customer Service Personalization Sales Technical Support 341

TechSee

DECEMBER 10, 2019

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. They don’t want IVR menus, hold times or even the perkiest reps.

Call Center 136

Call Center Self service Contact Center Interactive Voice Response 136

Fonolo

JUNE 5, 2018

Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! Which Metrics Are Most Useful or Popular in the Call Center Today?

Metrics 79

Metrics Call Center Average Handle Time Self service 79

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. It’s a video. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 173

Customer Service Banking Customer effort Marketing 173

Hodusoft

JUNE 21, 2023

A Complete Guide to Setting Up a Call Center Are you planning to set up a call center? If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents.

Call Center 52

Call Center call center software Interactive Voice Response Multichannel 52

Vcaretec

SEPTEMBER 11, 2023

All active firms who want to grow in the market with a sizable client base must provide better customer assistance. Better customer service enables seamless management of non-essential business activities, ensuring an undivided focus on key skills. Flexible call center services may be obtained through outsourcing.

outsourcing 52

outsourcing Call Center Multi-channel support Calibration 52

Ansafone

JUNE 27, 2022

An outsourced omnichannel call center is a great option when you have too many incoming and outgoing calls and not enough time. An omnichannel call center can answer your customers’ questions without interfering with your day-to-day operations. Video calls. We act like you! email management.

call center solutions 62

call center solutions Call Center Interactive Voice Response Technical Support 62

Fonolo

OCTOBER 30, 2018

Thanks to social media platforms, customers wield more power than ever before. 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.

Marketing 164

Marketing Customer Service Advertising Call Center 164