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

CX Global Media

JULY 8, 2019

Now, Lance leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Watch Lance as he reveals the foundation of how he and his team made the contact center an honored guest at the table and how they became a culture catalyst for customer centricity. .

Contact Center 120

Contact Center Education Coaching B2B 120

NobelBiz

JUNE 19, 2023

This enables them to identify areas for improvement and provide timely feedback and coaching to agents. Advanced Monitoring Tools: Equipping supervisors with advanced monitoring tools that offer real-time analytics and insights enhances their ability to monitor and respond to customer interactions effectively.

Call Center 52

Call Center Coaching Contact Center Metrics 52

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

CSM Magazine

NOVEMBER 15, 2022

If you want your team to be passionate and customer-centric, you need to show them what that looks like in action. In customer service, essentials skill such as active listening, empathy, and conflict resolution can be learned – but they need to be practised to be perfected. It boosts morale and productivity.

Customer Service 52

Customer Service Morale Surveys Customer centricity 52

JustCall

OCTOBER 25, 2023

Organizations can improve customer support by having standardized processes and escalation procedures to ensure that agents do not stumble into roadblocks and can get their questions resolved quickly. For this, brands need to adopt customer-centric processes while empowering their agents to help provide exceptional support and services.

Surveys 52

Surveys Best practices Feedback Metrics 52

Select VoiceCom Blog

AUGUST 1, 2023

Provide online courses, on-site workshops, and one-on-one coaching or mentoring options to empower them in their roles. Regularly recognise achievements and contributions through feedback and rewards, creating a positive and rewarding work environment that boosts morale and job satisfaction.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

CSM Magazine

OCTOBER 28, 2019

Courageous leaders build organizational morality and integrity. Andrea Belk Olson has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations.

Morale 40

Morale Customer centricity Coaching Accountability 40

NobelBiz

JULY 31, 2023

Say goodbye to frustration and hello to seamless communication that keeps customers coming back. Join us as we unravel the power of call queuing and embrace the future of customer-centric excellence. This system ensures that no call goes unanswered and customers are directed to the most suitable agent available.

Wait times 52

Wait times Telecommunications Call Center CRM 52

ChurnZero

JANUARY 4, 2024

” But how will customer success teams fare under the pressure? “I’m calling it now,” says CS management coach Ryan Johansen. Burnout gets worse and it starts to have a larger effect on attrition, performance, and customer interactions.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Customer Relationship Metrics

JULY 27, 2017

Not being open to new thinking is the underlying cause of wasted resources – focusing on the wrong things, creating the need for rework, undermining morale, and the list goes on and on. Voice of the Customer programs that do not go beyond these very simple feedback activities can never be used for performance management. It’s inhumane.

Morale 71

Morale Calibration Contact Center Surveys 71

NobelBiz

JUNE 5, 2023

In short, you can measure the performance of an outbound call center by two means: either judging by the call quality or coaching call agents. Providing ongoing coaching and support, coupled with opportunities for professional growth, can further empower agents and cultivate their resilience in the face of challenges.

Call Center 52

Call Center Scripts CRM Contact Center 52

Enghouse Interactive

JUNE 24, 2021

With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX). It’s helping them become more customer-centric, increasing their overall responsiveness, and by extension, their success.

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Integrity Solutions

SEPTEMBER 28, 2023

Because the customer experience (CX) will mirror your employees’ experience, your mission, vision and values have to be clear and embedded into the culture. Clearly define what “customer-centric” actually means as a core value in your organization, and then pull it through into your customer service training.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

Integrity Solutions

SEPTEMBER 2, 2021

Customer dissatisfaction can come from many sources, but regardless of what causes it, the impact can be far-reaching and long-lasting for your brand, your revenue goals and your employees’ confidence and morale. Specifically, they need to be able to: Coach effectively and develop strategies to expand beliefs.

Customer centricity 75

Customer centricity Coaching Sales Employee engagement 75

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

APRIL 12, 2023

Customers access leading agent self-service tools, like Self-Scheduling, that maximize team morale and day-to-day efficiency. Predictive quality scoring, streamlined evaluations, and smarter insights for more targeted coaching with AI and automation-powered Quality Management.

APIs 52

APIs Analytics Coaching Morale 52

CX Global Media

OCTOBER 15, 2018

To be intentional and proactive in their response, executives are investing in the transformation of their training courses in leadership for supervisors because the frontline is where the customer-centric battle will be won. The post ALERT: Leadership Training for Supervisors Is Being Disrupted appeared first on Call Center Coach.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Balto

NOVEMBER 2, 2023

A contact center is considered successful if it’s customer-centric. In other words, every action and decision should directly contribute to higher customer satisfaction levels. Technology can also help contact centers guide and coach agents by easily identifying their strengths and weaknesses.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

CrazyCall

APRIL 16, 2019

Keep it customer-centric. – in regards to the customer-centric approach. It means, no less, no more, than that everything you do should be done with the customer as a central and main point of the ponderation. My agents are agents, not coaches!”. Use top performers as an example.

Best practices 70

Best practices Call Center Scripts Metrics 70

CX Journey

JANUARY 3, 2018

They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture. This means they cause pain for your customers, too. Organizational silos cause pain for your employees.

Journey mapping 59

Journey mapping Government Morale Coaching 59

NobelBiz

FEBRUARY 27, 2023

Invest in Agent Training When agents have the necessary skills, their interactions become short and seamless, improving customer experience, and reducing call volumes. Including classroom training, online training, on-the-job training, and coaching. Including coaching, online learning, in-person instruction, and on-the-job training.

Contact Center 52

Contact Center Self service Metrics Wait times 52

Fenero

SEPTEMBER 15, 2018

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. This not only destroys the agent's soul but also customer satisfaction. Organizations should start emphasizing more on metrics like Contact Quality, Customer Satisfaction, etc.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc. that are customer-centric and employee focused.

Call Center 8

Call Center Morale Automotive Metrics 8