BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. Coaches would get to know the agents on their teams. One percent of one percent… at best.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

The Northridge Group

NOVEMBER 30, 2021

“Over time, we start to see people experiencing a sense of numbness and distancing or difficulty continuing to care.”. Empathy fatigue is unsettling in the world of customer service, especially in high-stress industries such as healthcare, travel and finance. Treat feedback as a gift. Contact us to learn more.

Customer Experience 141

Customer Experience Airlines Coaching Finance 141

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity.

outsourcing 62

outsourcing Finance Customer Care Coaching 62

ChurnZero

NOVEMBER 4, 2022

To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. If leadership wants to make more informed decisions, give the CS team a say in every matter that affects the customer.

SaaS 98

SaaS Customer centricity Finance Best practices 98

CSM Magazine

JULY 9, 2021

Some of these may be the finance, sales, marketing, customer service, production, and human resource divisions. While each office is essential, there’s a department every company can’t live without, and that’s the customer service section. As such, they can help you improve the department and boost customer satisfaction.

Customer Service 59

Customer Service Finance Enterprise Coaching 59

SharpenCX

MARCH 3, 2020

Download Now: Learn how to better coach agents with 29 tactics and facts, starting with onboarding new employees. This will engage and inspire candidates who are cut out for the work of customer care. Do you have the ability to add a line, onboard a new agent, and coach them on day one? Would you stick with it?

Contact Center 86

Contact Center Coaching Call Center call center software 86

Call Experts

OCTOBER 5, 2023

Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one. Gaining Competitive Advantage In a crowded marketplace, exceptional customer service can be a crucial differentiator. Ongoing coaching and feedback mechanisms. Comprehensive training programs for agents.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105