ConvergeOne

APRIL 20, 2021

Harvard Business Review published an article on “Reinventing Customer Service,” and I believe they—and one of our customers—are onto something. For years, I’ve been speaking and writing about the transformation of agents that needs to (and, in some cases, is) taking place in the contact center. Technology.

Customer Care 56

Customer Care Analytics Self service Contact Center 56

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? CAPABILITIES & PROCESS.

Contact Center 78

Contact Center Chatbots outsourcing Metrics 78

ConvergeOne

APRIL 20, 2021

Harvard Business Review published an article on “Reinventing Customer Service,” and I believe they—and one of our customers—are onto something. For years, I’ve been speaking and writing about the transformation of agents that needs to (and, in some cases, is) taking place in the contact center. Technology.

Customer Care 40

Customer Care Analytics Self service Contact Center 40

Fonolo

APRIL 18, 2019

From effortlessly providing customer support in any language to managing staffing requirements as a result of call volume spikes, implementing the right technology can be transformational. How to Reduce Contact Center Costs AND Improve Customer Service. We talk about: How you can save 40% on customer service costs.

Contact Center 59

Contact Center Customer Service Call Center Scripts 59

Callminer

FEBRUARY 23, 2021

Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. Technological Trends. AI is here to stay.

Call Center 376

Call Center Technology Banking Contact Center 376

Global Response

MARCH 27, 2024

Benefits of big data analytics for call centers Big data analytics has the power to transform how call centers operate and interact with customers. With this understanding, customer service representatives can personalize services, resolve issues more efficiently, and proactively address potential concerns.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

VHT

SEPTEMBER 20, 2018

That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend. CCW: Customer Contact Week – Austin, TX – Dates TBD.

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

Natalie Petouhof

MAY 11, 2016

If you are doing something really interesting, make sure to send in your case study! Covering Customer Facing Applications that Drive Awesome Customer Experience. If you have what it takes to compete in the SuperNova Awards submit your application today: https://www.constellationr.com/events/supernova/2016.

Big data 40

Big data CRM Analytics Enterprise 40

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. Is Cloud Contact Center the New Normal?

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. Kuiu is a hunting gear company that has a customer focused culture.

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

TLC Associates

JULY 1, 2019

The same thought process is true in regards to any function that is customer-facing. Your customers are essential to the health and profitability of your business. As such, many organizations question why and how they could ever outsource customer care. Outsource Your Customer Care.

outsourcing 40

outsourcing Contact Center Outbound sales Customer Care 40

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. A rep may promise a customer next-day service but then field service cannot provide a technician. To access it, click here.

Enterprise 136

Enterprise Customer centricity Contact Center Customer Care 136

TLC Associates

OCTOBER 23, 2019

Or reaching out to an outsourced contact center that has proven experience in improving customer service and elevating the bottom line? As you make your choice, consider these four ways the right outsourced partner can enhance your customer service results. Download our case study ! . Want the full story?

outsourcing 40

outsourcing Contact Center Customer Service Interactive Voice Response 40

Fonolo

NOVEMBER 13, 2018

Follow Smart Customer Service on Twitter here. . This event showcases practical takeaways for contact center professionals via case studies from well-known companies; exclusive tours of local contact centers; and seven key learning tracks that allow you to pay attention to topics most relevant to your business.

Customer Service 108

Customer Service Contact Center Education Engineering 108

Global Response

FEBRUARY 1, 2024

Let’s walk through all you need to know to determine which call center is right for you. Understanding inbound call centers First, what is an inbound call center? An inbound call center is a contact center that primarily answers incoming customer calls.

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62

Serenova

JUNE 20, 2019

We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. And savvy contact center leaders are paying attention.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service.

Customer Service 52

Customer Service Chatbots Self service Analytics 52

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Fonolo

JANUARY 14, 2020

And their mix of fun, quirky illustrations with a great UX, detailed information, and relevant case-studies make it one of our go-to resources. Top Pick: Creating a winning customer-centric marketing strategy. When it comes to call center blog sites, CustomerThink has it all. Jeanne Bliss. Peter Lavers @ ThinkCX .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Balto

DECEMBER 5, 2022

Running a contact center in the healthcare space isn’t an easy task. However, call centers can find cost savings, efficiencies, and more when using modern software solutions. In this piece, we’ll provide you with insights into everything you need to know about healthcare contact center software.

call center software 52

call center software Healthcare Call Center Contact center software 52

Interactions

MARCH 28, 2019

Both conferences had dedicated tracks on Conversational AI and the contact center and were attended by analysts, technologists, vendors and industry practitioners. In the sessions that I attended, these key themes stood out as defining trends in the customer engagement market. The road to omnichannel needs to scale.

Self service 63

Self service Contact Center Multichannel Customer Care 63

Blueship Call Center

NOVEMBER 28, 2023

It would be preferable to outsource customer care services to a business process outsourcing company that has demonstrated experience and proficiency in the type of campaign you wish to launch. Improved Response Rates The experience of your customers has a direct bearing on how successful an email support campaign is.

outsourcing 67

outsourcing Calibration Business Process Outsourcing Call Center 67

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. For more information on this report, you can find it here.

Customer Care 56

Customer Care Self service Marketing Sales 56

24-7 InTouch

MAY 1, 2020

In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Those with traditional workforces have been investing in technology platforms that function as an employee engagement center, helping to drive retention, tenure, and work quality as an alternative to wage increases.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

TLC Associates

AUGUST 14, 2019

Basically, write responses to a variety of unique challenges or objections and swap them in and out based on a customer’s specifics. That way, you get the advantages of customization without all of the effort. And when in doubt, ask open-ended questions to allow customers to reveal their motivation and challenges in their own words.

Outbound sales 40

Outbound sales Sales Scripts Customer Care 40

Blueship Call Center

NOVEMBER 6, 2023

It might be quite costly to have a single receptionist or your contact center staffed around the clock. Customers are therefore more content, involved, and inclined to refer the company to others, which boosts revenue and sales. There are several explanations for why people go shopping at unexpected times.

Answering services 45

Answering services outsourcing Real estate Call Center 45

Nicereply

JUNE 30, 2020

In fact, a recent Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Your customers care more about the support and experience you provide than anything else.

Construction 98

Construction Customer retention Metrics Surveys 98

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

Fonolo

APRIL 4, 2019

When it comes to contact center ‘best practices,’ the library runneth over: Hundreds of articles and reports have been written on the practical ways contact centers can reduce operating expenses without sacrificing quality. So, can you reduce contact center costs and improve customer service?

Contact Center 10

Contact Center Customer Service Best practices Call Center 10

Global Response

FEBRUARY 13, 2022

Keep in mind, though, that a BPO call center can handle more than simply calls. BPO contact centers serve as an expanded call center for the modern customer experience. With so much changing across the customer journey today, flexibility is more important than ever. BPO vs KPO call centers.

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

Natalie Petouhof

AUGUST 13, 2015

That customer might be loyal for a while, at least until there’s a better deal from another company. It’s part of why there is so much customer churn. One of the biggest issues is NOT that Customer Service Professionals are not aware of the issues in their contact centers. They know what they would like to do.

Customer Service 91

Customer Service Airlines Customer Care Average Handle Time 91

Natalie Petouhof

MAY 27, 2016

Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • How to Measure Customer Experience: Performance Management Maturity-Upcoming.

CRM 40

CRM Automotive Analytics Big data 40

LiveChat

NOVEMBER 16, 2018

Good content is not just a formidable marketing tool, it’s also a great starting point for sorting out customers’ problems with your product. Content may be of many different types – blog posts, videos, white papers, case studies, and more. Minimize Calls to Customer Service – Offer Alternatives. Quality Over Speed.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. And yet, Lauren presented data that only 57% of contact centers monitor interactions other than voice, e.g., email or chat, for quality.

Quality management 18

Quality management Management Average Handle Time Chatbots 18