aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Each customer could be a potential product evangelist or a vocal detractor. How could it not be?

Coaching 86

Coaching Morale Analytics Benchmark 86

SharpenCX

APRIL 22, 2021

It’s unavoidable for your customer service agents to steer clear of disgruntled customers. After all, have you ever had anyone reach out to customer service to say, “Hey thanks! The bad news: there will always be angry customers. Coach agents to listen and resist the urge to be defensive.

Scripts 128

Scripts Coaching Call Center Accountability 128

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Each customer could be a potential product evangelist or a vocal detractor. How could it not be?

Coaching 81

Coaching Morale Analytics Benchmark 81

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 182

Management Customer Service Consulting Consulting 182

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. As call center trends shift and move, it’s important to keep pulse on how “ good” customer service is changing, plus what you need to do to keep up. . Clarify agent expectations. .

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Serenova

JULY 7, 2020

Call center agents have become the clear frontline for customer service and brand reputation. To deliver customer service that improves customer satisfaction and builds lasting, revenue-generating brand loyalty requires more than quick issue resolution. Scripting to facilitate conversations.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Make onboarding & ongoing coaching as stellar as possible. Customer service diminishes. Continuous coaching and training helps mitigate this risk. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

JANUARY 22, 2024

We’ll help you understand how generative AI can skyrocket your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers happier. The manual, time-consuming approach means that you’ll have to compromise and make your coaching sessions much more generic than they should be.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Each customer could be a potential product evangelist or a vocal detractor. How could it not be?

Coaching 48

Coaching Morale Analytics Benchmark 48

Fonolo

FEBRUARY 3, 2022

When communicating in person, we use much more than just our words — body language, facial expressions, hand gestures, and of course, tone of voice. Even with phone communication, tone of voice is powerful and can influence a customer’s perception of your brand. Why Tone of Voice Matters in Customer Service.

Call Center 81

Call Center Scripts Coaching Best practices 81

3CLogic

JULY 14, 2020

As a result, 66% of businesses are looking to invest in advanced analytics, such as Voice AI, to tap into the hidden insights of their call data and leverage tools such as Natural Language Processing (NLP) and sentiment analysis, to take their customers’ experience to the next level. Improving the Customer Experience. What is Voice AI?

Analytics 96

Analytics Call Center First call resolution Coaching 96

Babelforce

SEPTEMBER 15, 2021

This company has a ‘preboarding’ course for all employees. It contains welcome videos from senior leaders and information about the company’s customers, service lines, and philosophy. Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! 4 Go beyond scripts.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Enghouse Interactive

JULY 7, 2021

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy.

Scripts 52

Scripts Coaching Contact Center Call Center 52

JustCall

MARCH 6, 2023

Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress. To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner.

Coaching 52

Coaching Call Center Scripts Construction 52

SharpenCX

JULY 26, 2023

This may include: More thorough knowledge base articles for self-service An integrated customer service system More tailored cross-sell campaigns It prevents customers from leaving. Never get caught off guard about customer attrition. Or, give customer service agents a script to quell brand detractors.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

SharpenCX

JANUARY 14, 2020

Can you boost morale, improve your service level, and retain customers without the extra cash? Download Now: Learn 29 best practices and coaching techniques for running your call center. Let’s take a look at some budget-friendly ways to improve your call center internally, all while making your customers happier.

Call Center 76

Call Center Customer Service Morale Finance 76

Customer Service Life

APRIL 20, 2017

Trevor commented that customers were often dissatisfied because some agents on the team didn’t always go as far as they could have to take care of the customer. It’s great when agent and customer click and we as the audience get to replay them over and over again, and just feel all warm and fuzzy the entire time.

Customer Service 78

Customer Service Contact Center Scripts Interactive Voice Response 78

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. For customer-facing teams, this means accountability for customer service and outcomes. Will there be mistakes?

Customer Service 65

Customer Service Employee engagement Customer centricity Entertainment 65

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. RELATED ARTICLE What is IVR?

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Serenova

JULY 7, 2020

Call center agents have become the clear frontline for customer service and brand reputation. Delivering customer experience that improves customer satisfaction and builds lasting, revenue-generating brand loyalty requires more than quick issue resolution. Scripting to facilitate conversations.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Serenova

OCTOBER 24, 2019

And that makes scary customer service potentially more damaging than ever. According to a recent Vanson Bourne survey of 3,000 US and UK consumers, the vast majority (94%) of respondents say customer experience impacts whether they would make the decision to move from one brand to a competitor. Read the whole story here.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. Coaching needs to happen in real time from management.

Call Center 345

Call Center Contact Center Finance Consulting 345

aircall

OCTOBER 18, 2016

Call center quality assurance is a process which ensures that your results in terms of customer service match your desired outcome. Any call center aspiring to provide exemplary customer service must closely monitor performance to gain meaningful insights. Write solid scripts. Monitor calls from start to finish.

Best practices 48

Best practices Call Center Customer Service Scripts 48

SharpenCX

OCTOBER 8, 2019

There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It’s time to use it. We’re here to help. Employee Engagement.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. This enables them to identify areas for improvement and provide timely feedback and coaching to agents. This process helps in identifying areas of improvement and facilitating effective coaching.

Call Center 52

Call Center Coaching Contact Center Metrics 52

360Connext

FEBRUARY 12, 2018

With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. Well, here are a few ways their lack of learning might negatively impact their customer’s experience.

Education 88

Education Healthcare Scripts Customer centricity 88

CSM Magazine

AUGUST 8, 2023

One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX).

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

SharpenCX

OCTOBER 8, 2019

There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It’s time to use it. We’re here to help. Employee Engagement.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

OctopusTech

JULY 27, 2022

Call centers quality monitoring plays the most important role in delivering customer service. Call quality is the effectiveness and efficiency of the discussion between customers and call center agents. Create a script. They should provide coaching to agents based on the feedback instead of looking for monthly reviews.

Best practices 62

Best practices Call Center Scripts Feedback 62

Skybridge

AUGUST 24, 2022

We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them. That’s a hiring, training, and coaching investment. Your customers remember them.

Average Handle Time 52

Average Handle Time Customer Care Scripts contact center solutions 52

Balto

NOVEMBER 28, 2023

Once the root causes behind low scores are identified, decision-makers within a contact center can start implementing personalized coaching sessions for agents to overcome their weaknesses and improve their performance in different customer interactions.

Quality management 52

Quality management Call Center Management Contact Center 52

Customer Service Life

JANUARY 7, 2021

Macros, canned response, scripts, templates…call them what you want. They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers. Here’s How appeared first on Customer Service Life.

Contact Center 92

Contact Center Average Handle Time Scripts Banking 92

CrazyCall

JANUARY 21, 2019

They rise to the level that blurs the line between sales and customer service. In the best solutions inside sales reps can make use of call recordings, call scripts, call transferring, call conferences, and sometimes even a lead generation tool ! How inside sales differs from telemarketing: the script.

Telemarketing 87

Telemarketing Sales Scripts CRM 87