SharpenCX

DECEMBER 4, 2019

Your agents have such a massive impact on CX, they’re now given a name that reflects what they do… make (or break) customer happiness. Companies are welcoming the idea that agents put customer experience on their shoulders. One where employee happiness becomes core to the strategy of customer happiness. rise in CSAT.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

3CLogic

AUGUST 3, 2021

When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare. A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. Monitor Agent Activity To Provide Real-Time Coaching.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Balto

AUGUST 30, 2022

This leads to more interactions and more opportunities to enhance or detract from the customer experience. Good customer experience is always important, but it’s even more crucial during a down economy. Study: Contact Centers Continue to Invest. Improve Customer Experiences.

Contact Center 52

Contact Center contact center solutions Coaching Contact center software 52

SharpenCX

NOVEMBER 5, 2019

With each new customer interaction, promoted agent, and churned customer, you learn what works in your customer experience. But if you don’t build call center improvement strategies that put what you find into action, your data is useless. Where did you find mendable pains in your customer experience?

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. This not only improves their performance but also enhances the overall customer experience.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

JustCall

JANUARY 5, 2023

The speech analytics software tools can assist call center agents in recognizing when customers are agitated or stressed, allowing them to adapt in real-time or improve after knowing all the facts. Speech analytics solutions are either integrated into contact center software or provided as a preloaded feature.

Analytics 52

Analytics Coaching Call Center APIs 52

SharpenCX

APRIL 29, 2020

Download Now: How to put your contact center data to work for a better customer experience. Good leaders know that simply having agents in their seats doesn’t make for standout customer experiences. To meet the sky-high expectations of today’s customers, agents need to be engaged at work.

Coaching 76

Coaching Management Contact Center Morale 76

Playvox

JUNE 28, 2022

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

DECEMBER 30, 2019

Given that a whopping 96% of customers are disloyal after a high-effort experience, we know that low-effort customer experiences are happier ones. What does my relationship with my direct reports have to do with my customers’ happiness? And, they want a seamless experience no matter how they reach out.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

NobelBiz

JULY 31, 2023

By ensuring that each customer’s call is treated as paramount, businesses send a clear message: “We value your time and concerns.” By collecting customer information, a queue can quickly match a customer with an agent who can solve their problem.” This ensures agents are battle-ready.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Hodusoft

JULY 19, 2023

This integration enables smooth data exchange, giving agents access to customer information and interaction history, improving service quality and enabling personalized customer experiences. This feature allows supervisors to guide agents without the customer listening, ensuring high-quality service. Ask for a Free demo!

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

NobelBiz

FEBRUARY 13, 2024

The transition from traditional to digital call centers is mainly thanks to the transformative impact of new software. It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

SharpenCX

APRIL 21, 2020

Download Now: Share these 7 projects with your VP of Ops and ban together to get rid of the uncertainties and inefficiencies in your customer experience. And while a LinkedIn study from October 2019 found that 82% of workers wished they could work from home at least part of the time: it’s not as easy as it looks.

Best practices 76

Best practices Management Coaching Metrics 76

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience. In other words, the link between data and customer experience can become a virtuous circle. You may also find methods to improve your collaboration.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

SharpenCX

OCTOBER 3, 2019

are predicting a recession, according to a study from Duke University/CFO Global Business Outlook. The big banks will be left tightening up their credit belts, meaning customers will turn to their local credit unions for loans. Another study from The Financial Brand found branch visits are projected to decline by 36% through 2022.

Banking 64

Banking Contact center software Big data Technology 64

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. That’s the power of multi-tenant contact center software for BPOs!

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Babelforce

APRIL 21, 2021

The company implemented systems that create logs whenever a customer calls. They now get full visibility into every customer contact, without burdening agents with time-consuming admin. #2 Many studies have found that collaboration can improve workplace happiness. 2 Encourage agent collaboration.

Call Center 52

Call Center Contact Center Interactive Voice Response CRM 52

SharpenCX

OCTOBER 3, 2019

are predicting a recession, according to a study from Duke University/CFO Global Business Outlook. The big banks will be left tightening up their credit belts, meaning customers will turn to their local credit unions for loans. Another study from The Financial Brand found branch visits are projected to decline by 36% through 2022.

Banking 52

Banking Contact center software Big data Technology 52

SharpenCX

JANUARY 8, 2020

And, the focal point for these transformative moves is improving customer experience. The study highlighted in HBR, by folks from Accenture , found that two main challenges emerge when trying to upgrade digital processes and technology at companies. Also, ask questions in your 1:1s about your agents’ experience at work.

Contact Center 67

Contact Center Management Feedback Contact center software 67

NobelBiz

FEBRUARY 14, 2022

This call center KPI can help you figure out how good your service is, how well your team works together, and if an agent needs more training to quickly solve customer problems. However, and this is the misconception, fast service doesn’t imply a good customer experience. his opinion on the Call Center Stress Syndrome.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

SharpenCX

JANUARY 23, 2020

Contact center managers struggle to coach for better performance. In a sea of numbers spread across 13 different screens, how do you know what levers to pull to make real changes in your contact center? Download Now: How to build customer experience strategies using the data you already have in your contact center.

Coaching 98

Coaching Contact Center Benchmark Management 98

NobelBiz

FEBRUARY 2, 2021

Telephony, which is a hot channel for customer experience, should not be left aside. By giving your agents self-study, you are empowering them to take charge of their own development and evolution. E-Learning Base On the other hand, Remote learning must be available 24 hours a day, 7 days a week.

Call Center 52

Call Center First call resolution Abandon rate Contact Center 52

TLC Associates

OCTOBER 30, 2019

In fact, a study from the Bureau of Labor Statistics finds that 46.34% of compensation is attributed to benefits. If you hire your own contact center agents, you can typically expect to pay half of their Social Security taxes (12.9% Contact Center Training Costs. Contact Center Software (50 agents and 1 manager).

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

NobelBiz

FEBRUARY 7, 2022

And we will also discuss 10 tactics to improve Customer Experience through IVR messaging. Why does IVR messaging enhance customer experience? Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

SharpenCX

JUNE 29, 2018

The single most important thing you can do as a contact center manager is coach your team. Studies show frequent, specific feedback increases employee satisfaction, engagement, and performance. But, according to a study out of Interact, 37 percent of managers say they’re uncomfortable giving feedback, and a [.].

Best practices 52

Best practices Coaching Contact Center Contact center software 52

Balto

DECEMBER 5, 2022

In this piece, we’ll provide you with insights into everything you need to know about healthcare contact center software. What is Healthcare Call Center Software? This software allows many contact centers to find improved customer experiences and potential cost savings.

call center software 52

call center software Healthcare Call Center Contact center software 52

Hodusoft

JUNE 7, 2024

The way a call center is managed goes a long way in determining its success or failure. In this blog, we have highlighted how call center management can be made seamless using call center software or contact center software while tracking essential metrics and executing standard call center management practices.

Best practices 52

Best practices Call Center Omni-channel support Management 52

NobelBiz

JUNE 4, 2024

Customer service is the backbone of any successful call center. It’s the first point of contact between a business and its customers, making it a critical component in shaping the customer experience. Related Article What is Computer Telephony Integration in Call Centers?

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Balto

NOVEMBER 2, 2023

They also provide you with actionable insights that drive your decision-making and help you build a customer-first culture in your contact center. Providing a seamless customer experience is a pressing challenge that many contact centers are still struggling with.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

SharpenCX

APRIL 14, 2020

Download Now: Use contact center data to build customer experience strategies based on real customer needs. Metrics speak to one another as they tell your contact center’s story. Metrics speak to one another as they tell your contact center’s story. Well, it impacts everything.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

aircall

MARCH 15, 2021

Remember, no matter how well-versed your sales and support teams may be in providing a good customer experience, there’s always room for improvement. . The Role of Phone Calls in the Customer Experience. The Role of Phone Calls in the Customer Experience.

call center software 62

call center software Call Center Contact center software Feedback 62

SharpenCX

FEBRUARY 25, 2020

As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching. But reducing call center stress (for you and your agents) matters. To put it simply, mess causes stress.

Call Center 76

Call Center Morale Metrics Abandon rate 76

SharpenCX

OCTOBER 22, 2019

More often than not, your agent’s apathy stems from a larger problem brewing in your contact center. Maybe Heather hasn’t been clued into your contact center’s performance and her larger social impact on the customer experience. Pull in customer comments and sentiment, too.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

SharpenCX

MARCH 10, 2020

Stop me if you’ve heard this story before: You start your job as a new customer service agent at your company. You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. The Value of Good Customer Service. Sound familiar? This may seem obvious.

Call Center 67

Call Center Management Coaching Metrics 67

Playvox

MAY 2, 2023

A cloud contact center is one that’s hosted somewhere other than a contact center’s physical premises and handles all customer interactions through a single platform. The cloud contact center provider handles the servers and software involved in delivering an excellent customer experience.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52