CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Ineffective? Overworked? Undertrained? Dream team? Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CX Global Media

OCTOBER 31, 2018

While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

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. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

DECEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 ways to Use Social Listening for Customer Service by Steven MacDonald. SuperOffice) Your customers are contacting you in a channel that they prefer – and they expect you to respond.

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209

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 that feeling of people or channels (channel management versus customer experience) can be so hard when you’re focused on the workload and response time. Visibility is all about seeing and understanding your customer.

Contact Center 270

Contact Center B2C Coaching Call Center 270

Contact Center Pipeline

DECEMBER 12, 2018

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. However, coaching needs to be done on a consistent basis. The same is true […].

Coaching 113

Coaching Morale Employee engagement Sales 113

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. The world is changing, and customers run the show.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

CX Global Media

NOVEMBER 6, 2018

Virtual Boot Camps provide a hands-on and action-based way for contact supervisor training to be more engaging and fun for the learner – and significantly more affordable than any other boot camp method. As the only provider of virtual boot camps in the industry Call Center Coach is disrupting the old call center school thinking.

Contact Center 120

Contact Center Coaching Call Center Employee engagement 120

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Ineffective? Overworked? Undertrained? Dream team? Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

SharpenCX

OCTOBER 6, 2021

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. Shift your focus from only the numbers.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

SharpenCX

JANUARY 23, 2020

What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work. Contact center managers struggle to coach for better performance. 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

ShepHyken

MARCH 20, 2020

If 50 people work in your contact center, that’s like saying only 6.5 And yet all 50 are TALKING TO CUSTOMERS! Contact center work is tough. I get it, it’s hard to always interact with unhappy customers or deal with people complaining about a product or service they disliked. Hence, the employee comes first.

Employee engagement 203

Employee engagement Contact Center Coaching Marketing 203

CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Taylor Reach Group

DECEMBER 11, 2019

The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. contact center management).

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. .

Employee engagement 86

Employee engagement Coaching Business Process Outsourcing Feedback 86

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . The onboarding process in any call center can feel daunting. Contact center agents are the primary touchpoint your customers have with your company. Making Training Engaging.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

CX Global Media

APRIL 27, 2017

Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed. However the use of gamification tools in employee experience and performance has really just begun to emerge.

Gamification 227

Gamification Call Center Morale Contact Center 227

CX Global Media

SEPTEMBER 23, 2019

If you have a dream to make a difference in customer experience, then you need to learn from and follow these Top 20 CX Influencers. We’re regular exhibitors at ICMI and CCW in the United States and Europe and have had the great pleasure of seeing, hearing and meeting a number of great minds in the customer experience field.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

The Northridge Group

JULY 6, 2022

Thus, it comes as no surprise that we are seeing it trickle down to healthcare contact center associates, causing them to leave their jobs, with both payers and providers, at increasing rates since the onset of the pandemic. Contact Centers in Crisis. Key Stressors and Solutions. A Success Story.

contact center associations 128

contact center associations Contact Center Healthcare Call Center 128

HGS

SEPTEMBER 30, 2015

Managing Knowledge Transfer During Contact Center Outsourcing Transition. Contact centers are often prone to transition. This is the information that is most difficult to instill within the standard training curriculum but which is essential to achieving an exceptional customer experience. . Contact Center.

outsourcing 100

outsourcing Contact Center Management Coaching 100

Callminer

JULY 15, 2019

We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting: Tuesday, July 23rd Agent Performance and Contact Center Efficiency. Thursday, July 25th Customer Experience. Tuesday, July 23rd Agent Performance and Contact Center Efficiency.

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

ShepHyken

MARCH 20, 2020

If 50 people work in your contact center, that’s like saying only 6.5 And yet all 50 are TALKING TO CUSTOMERS! Contact center work is tough. I get it, it’s hard to always interact with unhappy customers or deal with people complaining about a product or service they disliked. Hence, the employee comes first.

Employee engagement 164

Employee engagement Contact Center Coaching Marketing 164

Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture.

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. Are you trying to boost customer sentiment ?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Noble Systems

FEBRUARY 14, 2019

But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric. Getting and keeping contact center employees engaged is foundational to accomplishing this objective.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

Integrity Solutions

FEBRUARY 15, 2019

The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed.

Contact Center 77

Contact Center Coaching Employee engagement Scripts 77

SharpenCX

MAY 19, 2020

The Importance of Providing an Employee Development Plan. Employee engagement and retention are closely linked. They build stronger relationships with customers, helping their company increase sales and profitability.”. Think about how this translates in your contact center. Especially in the contact center.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

SharpenCX

OCTOBER 27, 2021

Contact center leaders turned to customer and agent analytics to catapult performance to new heights. And, they’ve significantly improved their customer experience and satisfaction along the way. >> Learn More: How Centricity improved CSAT by 15% and reduced callbacks by 16% .

Analytics 128

Analytics Coaching Contact Center First call resolution 128

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. You need to be on the same page as your employees. Coaching builds confidence and as a manager, it’s your job to do that.

Coaching 91

Coaching Customer Service Scripts Morale 91

SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. Plus, you need a high-performing, empowered contact center. But, don’t feel burdened to track the dozens of KPIs in your contact center. Active Contact Resolution. Metrics aren’t everything.

Contact Center 101

Contact Center Abandon rate Management Metrics 101