Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And, yes, educate everyone.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

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

BlueOcean

JANUARY 30, 2024

In an outsourced customer care model, you may choose to operate on a transactional or per minute basis. On-going technology costs are also generally included. In fact, we often see companies choosing to outsource when the need arises to invest in a new technology platform. Essentially, this represents risk mitigation.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Customer-facing AI technologies.

Technology 122

Technology Customer Service Gamification Contact Center 122

Skybridge

MAY 19, 2021

More importantly, no single performance measurement is capable of helping a brand leader understand how well the customer care team is taking care of customers. When my customers reach out, do they find the help they need and have an experience that strengthens the brand relationship?

Customer Care 52

Customer Care Average Handle Time Contact Center Coaching 52

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. Customers now expect companies to be as easy to reach as their friends are.

Customer Care 246

Customer Care Customer centricity Analytics Coaching 246

CCNG

MAY 27, 2021

Consultants bring in a neutral perspective on processes, technology, and people to ensure your organization is stronger post-merger. Understand technology Contact center technology seems to change every day. More importantly, they can help determine what technology would benefit you the most.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

SharpenCX

NOVEMBER 11, 2020

Here’s what to expect in the future of customer service and how you can prepare your contact center for a new standard of customer care in a post-Covid climate. The Golden Rule of Customer Experience: Your Customer Experience Will Never Exceed Your Agent Experience. First up in the future of customer service?

Customer Care 67

Customer Care Customer Service Self service Coaching 67

CCNG

SEPTEMBER 27, 2023

Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety.

Management 195

Management Average Handle Time Self service First call resolution 195

ShepHyken

SEPTEMBER 16, 2020

He said, “What’s interesting is that better service is correlated to a higher willingness for the customer to pay, but that doesn’t mean that a business has to spend more on CS to get these results.”. He wasn’t talking about upgrading a coach seat on a plane to a first-class seat. It’s the same for certain aspects of customer service.

Customer Service 420

Customer Service Coaching Technology Customer Care 420

Blueship Call Center

OCTOBER 9, 2023

Recognise the demands of the client This advice comes first since it’s the most crucial while attempting to give good customer service. The demands of the consumer should inform everything your customer care staff performs. Your customer service strategy will be guided by your understanding of these demands.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

CSM Magazine

NOVEMBER 1, 2022

Zenarate is the “flight simulator” for customer and prospect engagement. Zenarate’s AI Coach simulates any customer or prospect scenario immersing agents in life-like Voice and Screen Simulations while providing tone, soft skills, and best and required practice coaching throughout the simulation training.

Telecommunications 52

Telecommunications Coaching Healthcare Multichannel 52

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Playvox

MARCH 5, 2024

Data from omnichannel customer touchpoints — calls, social media, email, online chat, and more — provide companies with greater insights on customers. Cloud-based tools and advanced technologies such as generative AI (GenAI) to support remote and hybrid agents and customers around the globe.

Quality management 78

Quality management Management Contact Center Coaching 78

Skybridge

MARCH 25, 2020

8 Critical Questions to Assess Your Technology Readiness. In my most recent post, I talked about how COVID-19 has created a new urgency among customer care leaders. Today, I’d like to start with the first category of critical questions in your Work-At-Home Customer Care Readiness Assessment: Technology Readiness.

Technology 52

Technology At home agents Customer Care Coaching 52

SharpenCX

MARCH 30, 2021

Yet still, some leaders are stuck scratching their heads, trying to figure out how to harness all the power of the data sitting in their call center technology. On-demand service and next-day delivery made customer expectations skyrocket. Now customers assume they can – and should – get the same level of service everywhere.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

BlueOcean

JANUARY 30, 2024

In an outsourced customer care model, you may choose to operate on a transactional or per minute basis. On-going technology costs are also generally included. In fact, we often see companies choosing to outsource when the need arises to invest in a new technology platform. Essentially, this represents risk mitigation.

outsourcing 62

outsourcing Contact Center Call Center Customer Care 62

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. Our true-cloud technology is designed to tackle the major challenges that contact centres face today including the rising demand for multi-channel service and hybrid working models.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

Skybridge

MARCH 10, 2023

At the end of the day, the agent teams who win and re-win the loyalties of your customers are the teams who are: United around your brand goals, Coached to deliver extraordinary service, and Recognized and celebrated for their successes and efforts. I’m not just talking about listening in on customer interactions.

Coaching 52

Coaching Contact Center Scripts Accountability 52

CCNG

OCTOBER 6, 2020

Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Spend a quick moment to identify what your intention is, then find a technology or app that supports that. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

CX Accelerator

DECEMBER 31, 2018

We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

24-7 InTouch

NOVEMBER 10, 2020

It’s crucial to constantly evolve and improve your customer service experience to enhance overall quality. When a business is looking to restructure its customer care program to optimize the customer experience, it’s difficult to know where to begin. Let’s start with technology.

Contact Center 98

Contact Center Coaching Technology Best practices 98

24-7 InTouch

APRIL 15, 2021

Challenges faced in 2020 by organizations across the globe reinforced the importance of strong core capabilities and investment in people and technology. Leveraging virtual platforms to acknowledge, recognize, and coach associates is important in keeping your company culture alive in the remote environment. . Employee Engagement.

Contact Center 52

Contact Center Morale Employee engagement Customer Care 52

Global Response

MARCH 27, 2024

Scripts should provide agents with a basic structure but also allow for personalization and genuine customer care. Encourage agents to tune into each customer’s specific situation and emotional state. Scripts should also utilize customer information (like their name, previous interactions, and recent purchases).

Scripts 62

Scripts Call Center Customer Service Coaching 62

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

CX Global Media

JULY 8, 2019

And the way to reach more people than ever before is to take advantage of the same technologies that have turned our industry upside-down. Lance Gruner EVP, Global Customer Care at Mastercard | Keynote Speaker | CX Expert. There was no seat for neither him nor the customer at the table. About Omar L.

Contact Center 120

Contact Center Education Coaching B2B 120

BlueOcean

JANUARY 23, 2024

Additionally, you need managers, supervisors, coaches, and trainers to manage your frontline agents, not to mention the extra HR time and financial investment in supporting them. You also need to consider the cost of taxes and benefits, which, according to the Bureau of Labor Statistics, together add up to over 30% of total compensation.

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 41

Technology Chatbots Customer Care Feedback 41

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 40

Technology Chatbots Customer Care Feedback 40

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. But thanks to ongoing technological advancements, those are just table stakes. The need to feel cared about.

Average Handle Time 52

Average Handle Time Customer Care Scripts contact center solutions 52

Noble Systems

MARCH 30, 2020

Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. What can contact centers do to meet the needs of their customers during COVID-19? Better train and coach agents. Optimize scheduling.

Management 90

Management Gamification Contact Center Coaching 90

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. The Power of Coaching.

Contact Center 60

Contact Center Coaching Scripts Management 60

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. Incorporating advanced technology into your call center can significantly boost productivity and efficiency.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

24-7 InTouch

AUGUST 23, 2022

It’s important for brands to choose customer care partners who can stay flexible during their busiest seasons. Here are 3 ways to ensure you are winning at customer care during your peak volume seasons: . It’s important to focus on making the customer experience as seamless and simple as possible. Keep it Simple.

Interactive Voice Response 52

Interactive Voice Response Technical Support Coaching Customer Care 52

ShepHyken

DECEMBER 14, 2018

Meanwhile, as technology evolves – and the sophistication of attacks along with it – we will likely see technologies such as artificial intelligence and machine learning being applied by malicious actors for more persistent and intelligent attacks.

Customer Experience 263

Customer Experience Government Coaching Customer retention 263