Tenfold - Contact Center Blog

NOVEMBER 30, 2017

However, executing a customer-centric strategy doesn’t happen overnight, and it has to be guided by a well-laid out customer centric business strategy. Strategies in Optimizing Call Center Customer Support for Increased Revenue. Establishing a Customer-First Mindset without Sacrificing Efficiency.

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Call Center Customer Support Customer centricity Contact Center 56

Fonolo

JUNE 9, 2020

Cultivating a culture where both positive and constructive feedback is embraced by everyone can help bolster your contact center’s productivity. Providing additional training and coaching sessions for your agents throughout their career with your contact center will help them widen their skill-sets and improve their daily performance.

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Contact Center Average Handle Time First call resolution Metrics 129

JustCall

MARCH 9, 2023

For example, if your product team has just rolled out a new update, they can use the knowledge base to keep the customer support team updated A well-informed and knowledgeable agent helps establish a positive and professional image of the brand while helping customers in the process–a win-win for all 5.Be

Call Center 52

Call Center call center software Construction Best practices 52

aircall

FEBRUARY 12, 2021

Sales operations leaders spend their days managing sales teams, monitoring productivity, evaluating business targets, and coaching new team members. Using call whispering and other voice features to coach sales team members . Aids in building customer lists and segments. The Purpose of Your Support Tech Stack.

Call Center 62

Call Center CRM Analytics Coaching 62

JustCall

MARCH 28, 2023

Your customer-facing teams are at the heart of your business. Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. Here are four steps to help you assess the specific needs of your customer-facing teams: 1.

Morale 52

Morale Sales Feedback Construction 52

TLC Associates

NOVEMBER 19, 2019

Whether you’re in an industry with strict security regulations (think healthcare customer service or BFSI customer support ) or just want to save your business millions in lost sales and legal fees, this level of scrutiny is a must. And watch out for how supervisors and coaches deal with agents.

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Contact Center outsourcing Coaching Average Handle Time 40

SmartKarrot

FEBRUARY 20, 2023

Through customer interaction, inventive problem-solving, and excellent internal coordination with our Customer Onboarding team, empower the team to identify and successfully address accounts with low uptake. going above and above to make customers feel valued. Capable of working on the weekends.

Construction 19

Construction Accountability Coaching Employee engagement 19

Comm100

JANUARY 11, 2023

Following constructive coaching and suggestions provided in real-time by AI, employees reported the suggestions were helpful for quality assurance. Customer expectations have expanded, and 83% of customers now expect immediate engagement with someone when contacting a company, up from 78% in 2019.

Customer Service 87

Customer Service Chatbots Healthcare Wait times 87

Nicereply

OCTOBER 20, 2020

Given that, hiring customer support agents is one of the most important things a team can do. Mo McKibbin, Head of Customer Success at Moxion , had an excellent tip for the best way to ace your interviews: give the interviewer something they can use after the fact. You, as the applicant, hold the upper hand.

Education 76

Education Construction Morale Personalization 76

Playvox

APRIL 27, 2023

While constructive negative feedback is often necessary, positive feedback is just as important and needs its own focus. To elevate performance and agent engagement, regularly coach your CX team members on where they excel. No business can get accurate customer behavior data when operating in silos.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., Flavio Martins.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Tethr

AUGUST 22, 2020

They include audio analytics, speech analytics and text analytics from customer calls, customer chatbot conversations and customer support case emails. Give each team answers to your customers’ most pressing questions and pain points with your business with low-to-no effort. Let’s say you have 275 sales.

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Analytics Customer effort Sales Average Handle Time 62

aircall

JUNE 13, 2016

If a candidate has worked in support previously, ask him or her detailed questions about the product and services. If a candidate is new to customer support, ask them to describe their favorite hobby or subject area in school. Customer support, sales, and business-in-general prefer optimism and encourage social tact.

Call Center 48

Call Center Construction Coaching Education 48

aircall

JUNE 13, 2016

If a candidate has worked in support previously, ask him or her detailed questions about the product and services. If a candidate is new to customer support, ask them to describe their favorite hobby or subject area in school. Customer support, sales, and business-in-general prefer optimism and encourage social tact.

Call Center 48

Call Center Construction Coaching Education 48

ProProfs Blog

SEPTEMBER 17, 2021

Master Tip: Make sure that you ask this question to both your existing and new customers. Current customers who use your website frequently will be able to give constructive feedback to improve website performance. Many times, online visitors look for some events or coaching, which might not be available with your competitor.

Surveys 78

Surveys Feedback Construction Marketing 78

Help Scout

AUGUST 13, 2018

If you have more than five customer support agents and thousands of customer conversations per month, you may feel anxious about your lack of insight into the quality of all those interactions. Interaction reviews — a quality assurance process for customer support — can relieve that anxiety.

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Feedback Engineering Construction Personalization 40

Russel Lolacher

MAY 8, 2022

That’s, you know, that’s constructive and productive and positive. And it’s and it’s hurting them, you know, they can execute projects, they’re things that painful points for customers that they’re taking a lot longer to resolve. And that could be someone’s intention.

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Consulting Consulting Personalization Contact Center 52