Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. Once the need was pronounced, brands could meet customers’ needs and saw the impact immediately. How Has COVID Changed the Contact Center?

Contact Center 147

Contact Center Coaching call center association Call Center 147

CX Global Media

JUNE 23, 2018

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. But for us to be customer-centric and relationship focused, continuing to manage in a channel-centric manner has to finally be declared as a company-centric approach.

Contact Center 195

Contact Center Customer centricity Self service Strategic Value 195

CX Global Media

MAY 11, 2020

In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. STOP : What are the truths of AI in contact centers? What about the uniqueness of your contact center, the work you perform, and your strategic positioning in your organization.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

CCNG

NOVEMBER 16, 2022

With the right approach, improved customer experience can also dramatically reduce operating costs. People who work inside the organization frequently rationalize why their processes are not as customer-centric as they should be. Here are seven tips for creating an outstanding experience while simultaneously increasing ROI.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

CX Global Media

JULY 8, 2019

The first step in the contact center agent journey comes with the hiring process. In my experience as a practitioner, solution provider, learner and educator in the contact center industry, I’ve reached the conclusion that we have a massive education opportunity. Conference Coverts to On-demand Learning. Free Access.

Contact Center 120

Contact Center Education Coaching B2B 120

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

aircall

JANUARY 11, 2023

8×8 is an API solution that integrates voice, video, chat, and contact center functions into one cloud-based communications platform. For customer-centric teams looking for a package with added features such as IVR, analytics, and call routing, the options start at $85 per user per month. Warm transfer.

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

CSM Magazine

APRIL 6, 2023

“Calabrio’s long-tenured research, customer collaboration, and partnerships with top-tier universities has established us as a pioneer in enterprise AI innovation for contact centers. For over a decade, our Innovation Center and product teams have been integrating with sophisticated AI and ML tools.

Contact Center 52

Contact Center Morale Analytics Customer centricity 52

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Integrity Solutions

JULY 28, 2022

The term “call centers” is quickly become a relic of the past, and for good reason. Customer service today is based on far from just taking inbound calls; it’s now omnichannel. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI But that’s the problem.

Contact Center 52

Contact Center Coaching Metrics Self service 52

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Enterprise Management Customer centricity 52

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.

Contact Center 62

Contact Center Coaching Scripts Management 62

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Fonolo

APRIL 15, 2020

It takes constant support and coaching to make sure that your customer service reps are staying on top of their duties while providing the best possible experience for the customers. If you’re just starting out or are building a new team, here are a few things to keep in mind when you’re training, supporting and coaching agents.

Coaching 91

Coaching Customer Service Scripts Morale 91

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

The Northridge Group

APRIL 22, 2024

In Part 3 of our series, we hear from Leslie O’Flahaven, professional write, coach, and speaker. She works with customer service organizations to help improve the quality of emails, chat, and social media messages that frontline staff write to customers. Can AI fix customer service?

Technology 76

Technology Coaching outsourcing Customer centricity 76

Contact Center Pipeline

JANUARY 31, 2022

In this month’s most-read posts, our authors offer insights on how the contact center agent’s role has evolved and become more complex, how best to engage with your WFH agents, how to improve your customer-centric self-service options, and how to harness the power of Institutional, Organizational and Operational processes to shape CX excellence (..)

Customer centricity 130

Customer centricity Self service Contact Center Morale 130

SharpenCX

AUGUST 18, 2020

And, a slim 12% of customers felt like brands actually took action to improve their CX. Those statistics validated what we’ve all suspected for some time now: companies tout customer centricity, but they fail to listen and deliver experiences customers truly want. In-line coaching and training.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

And, a slim 12% of customers felt like brands actually took action to improve their CX. Those statistics validated what we’ve all suspected for some time now: companies tout customer centricity, but they fail to listen and deliver experiences customers truly want. In-line coaching and training.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

ShepHyken

OCTOBER 8, 2019

They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. The Interview with Sam Lessin: The world is becoming more customer-centric, but not every company is keeping up. It is present throughout the entire customer journey.

Customer Care 242

Customer Care Customer centricity Analytics Coaching 242

NobelBiz

NOVEMBER 16, 2021

This ability enables you to comprehend emotions and how to use them in order to nurture good customer relationships. Although it is still simply a “beautiful notion” for far too many businesses and contact centers. Most managers are afraid of failing to meet goals, losing face, or having to re-coach an employee who may resign.

Contact Center 52

Contact Center Coaching Sales Consulting 52

CX Global Media

FEBRUARY 6, 2019

For years I fell into a trap that I see many in the contact center industry fall in to. But I was given my reality check when I met up with Alon Waks of Kustomer at Customer Contact Week. Alon Waks : Correct, so visibility is all about seeing and understanding your customer. I’m cursed. – Click to Tweet

Contact Center 270

Contact Center B2C Coaching Call Center 270

Etech GS

APRIL 30, 2019

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. Customers have more options than ever, and competition is fierce. Contact us today to learn more about how we can help meet your company’s needs.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. Bright Pattern , the leading provider of omnichannel contact center software, today announces its partnership with Robert C. SAN BRUNO, CALIF., AUGUST 06, 2019.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

CSM Magazine

SEPTEMBER 14, 2023

The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching. Our success is fueled by our customers’ success. Learn more and read the market report here.

Management 59

Management Coaching Contact Center Customer centricity 59

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. Thus, the need of a 360-degree customer viewpoint. The data usually includes information such as customer demographics and purchase history.

Contact Center 52

Contact Center CRM Journey mapping Government 52

Customer Service Life

MAY 21, 2018

I think we can agree that CSAT (or NPS or Customer Effort) are clearly customer experience metrics because customers are responding to those surveys based on their experience. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? Agent Attrition.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

SharpenCX

JANUARY 21, 2020

A couple of years ago, Tommy Reese, Deloitte’s Contact Center Strategy Manager said , “If you treat the client like gold, then they’ll continue to buy from you and other sales will follow.”. When you treat your customers like a valuable piece of your corporate puzzle they’re going to be more loyal. And what about your agents?

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

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. The first impression always lasts!

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

CSM Magazine

MAY 23, 2023

Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. “The future of customer experience lies in true-cloud solutions.

Customer centricity 52

Customer centricity Engineering SaaS Contact Center 52

Noble Systems

FEBRUARY 14, 2019

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. So, in order to be truly customer-centric, you must first become employee-centric.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

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. Here are some more advantages of employing call center analytics: 1.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. AI applications can coach agents in real-time to better handle difficult situations.

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. Strategies not centering around AI and automation are quickly neglected by executive leaders. In other words, two-thirds of an agent's time is spent on call notes and summarizations, instead of helping the next customer.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59