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. Identify Coaching Opportunities. Reward High Performers . How could it not be?

Coaching 86

Coaching Morale Analytics Benchmark 86

SharpenCX

APRIL 7, 2021

A good manager is a good coach. Yet too many customer service leaders are bogged down by other tasks to actually dedicate time to coaching and training their teams. Turns out managers like you only have 7% of their time available for deep work, like training and coaching. Avanade ) .

Customer Service 67

Customer Service Coaching Call Center Employee engagement 67

Solvvy

AUGUST 22, 2022

As customer expectations increase, implementing artificial intelligence (AI) customer service is becoming more important to business growth strategies. . Customer service is often the face of your company. How does AI Customer Service Work? Self-service . Agent assist.

Customer Service 89

Customer Service Interactive Voice Response Chatbots Self service 89

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

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. Identify Coaching Opportunities. Reward High Performers . How could it not be?

Coaching 81

Coaching Morale Analytics Benchmark 81

SharpenCX

DECEMBER 22, 2020

As customer expectations continue to soar, company leaders like you want to ensure they deliver good customer service. But what is good customer service, and how do companies achieve it? What is good customer service? Your agents are a big reason your customers choose to do business with you.

Customer Service 76

Customer Service Contact Center Coaching Wait times 76

JustCall

MAY 14, 2024

Call center training is the process of training your agents to communicate effectively with potential or existing customers. It encompasses various courses, seminars, coaching sessions, and activities designed to teach the skills and behaviors necessary for success in a call center environment. What is call center training?

Contact Center 52

Contact Center Coaching Call Center contact center solutions 52

Fonolo

APRIL 11, 2023

PRWeb reports that 32% of customers are not willing to wait on hold at all. And 69% of customers say they’ve abandoned a brand after a single bad customer service experience. This reduces wait times and gives customers the freedom to continue with their day while waiting for their turn in the queue.

Best practices 81

Best practices Contact Center Management Abandon rate 81

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

NOVEMBER 25, 2020

What does good customer service mean to you? It’s self-service tools that let me dig around for answers, without having to call you. Good customer service means having tracking info at my fingertips so I can watch out for my shipments. Think like your customer. Follow the golden rule of customer service.

Customer Service 67

Customer Service Contact Center B2B Metrics 67

aircall

JUNE 16, 2021

Your customers’ most direct point of interaction with your business is customer service. And that means the results of these customer service interactions can make or break their impression of your business. In addition, we’ll look into how customer service experiences can affect your bottom line.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? Are they met by long wait times and low-performing agents? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 AI in customer service does have its limitations.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

CSR Inc.

NOVEMBER 5, 2017

Every year, the customer service industry is treated to a ‘Worst of’ list of companies – typically banks, airlines and cable or cell phone providers – who have received recognition for delivering astonishingly bad customer service. In many cases, however, they are…well…simply delivering really bad customer service.

Interactive Voice Response 48

Interactive Voice Response Customer Service Wait times Coaching 48

NobelBiz

OCTOBER 31, 2023

The same study reveals that over 50% of customers post negative comments about companies on social media, and 53% of customers post positive comments about companies on social media. According to Salesforce Research , 88% of customers say the experience a company provides is as important as its product or services.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

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. Identify Coaching Opportunities. Reward High Performers . How could it not be?

Coaching 48

Coaching Morale Analytics Benchmark 48

Myra Golden Media

APRIL 11, 2023

This could involve training on product knowledge, customer service skills, and communication techniques. Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. My Customer Service Master Class might be a good fit for training on soft skills.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

SharpenCX

FEBRUARY 2, 2021

That means, to keep up with their expectations and rising demands, customer service automation has to be at the forefront of your mind. Automating pieces of the customer journey can improve your customer service (when you do it right). Modern customers like it when they can self-serve to solve their own problems.

Customer Service 67

Customer Service Self service Coaching Chatbots 67

Callminer

NOVEMBER 18, 2020

If you wouldn’t do that in front of your mom, you shouldn’t do that while on the phone with your customer. We train our customer service reps to avoid playing off the caller’s emotions…”. You have to have grace under fire in any customer service position, but especially when you only have voice at your disposal.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

SharpenCX

MAY 26, 2021

“Dunder Mifflin customer service, this is Kelly”. If you’ve watched NBC’s hit series Th e Office , you’ve seen Kelly Kapoor’s mad customer service skills. In fact, some 80% of customers say your agents have the biggest impact on the customer experience. They delivered high-touch sales and customer service.

Scripts 67

Scripts Customer Service Contact Center Finance 67

ProProfs Blog

JANUARY 29, 2020

Do you think customers today will take the pain to stand in a queue to resolve a query or ask a question? The current digitally dominant world has reduced the wait time to seconds , and no one wants to resort to old school methods of communicating with their favorite brands. What Is Multi-Channel Customer Service?

Multi-channel support 148

Multi-channel support Customer Service Customer Support Self service 148

Calltools

JANUARY 10, 2024

This metric measures the average length of time on the phone with the customer and includes the wait time and time spent on agents after the call has been completed. Your agents’ time is important to the success of your call center.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

SharpenCX

FEBRUARY 23, 2021

All of this boils up and it can be tempting to wash your hands of it and just outsource customer service. Then, you might avoid failing customers and losing too many frustrated agents. And, coaching often falls from the priority list when you don’t have a direct relationship with those handling your customer interactions.

outsourcing 67

outsourcing Customer Service Coaching Contact Center 67

NobelBiz

MAY 16, 2023

Advanced Analytics and Reporting: Hosted contact centers provide powerful analytics and reporting tools, giving businesses valuable insights into their customer interactions and agent performance. By reducing wait times and ensuring prompt attention, companies can enhance customer satisfaction and minimize frustration.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

SharpenCX

MARCH 24, 2021

If you want to keep up with the Joneses, you may have heard joining the fleet of cloud call centers is on the radar of most customer service leaders. Cloud technology brings many advantages for all call centers and gets rid of service inefficiencies that drain revenue-earning potential. In fact, this year Forrester predicts U.S.

Call Center 67

Call Center Technology Customer Service call center software 67

Playvox

MARCH 27, 2023

Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Fonolo

OCTOBER 4, 2022

Picture this: Y ou’re the coach of a soccer team. Wait times will decrease. Customer service and overall customer experiences will improve. FACT: The proof is in the numbers—a great customer experience leads to more revenue. Skills-based call routing sounds super technical! Still with me?

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Customer Service Life

NOVEMBER 15, 2020

Here’s a definition: Quality assurance for the contact center is about setting a standard for how the work is done and then ensuring, through evaluation, coaching, and training, that the work is consistently done at or above the standard. Regularly evaluate customer interactions and coach agents. How will quality help?

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Outsource Consultants

SEPTEMBER 14, 2021

Waiting is the Hardest Part (But It Doesn’t Have to Be). Customers have not only come to expect inevitable wait times — they’ve come to loathe them. When faced with unanticipated hold times and slow inquiry resolution. It’s no wonder customers have such low expectations.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

NobelBiz

JULY 31, 2023

Dive deep into the intricacies of call queuing and how it’s revolutionizing the way businesses handle customer communications. With the right call queuing system in place, you’ll witness improved call handling, reduced wait times, and heightened agent productivity. The result?

Wait times 52

Wait times Telecommunications Call Center CRM 52

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Nobody escaped the endless waiting times. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

8x8

DECEMBER 3, 2018

In fact, it’s rare for a company to sell something that is so unique that customers are willing to ignore their desire for good customer service. To highlight an example of a company that understands the importance of customer service as a real business differentiator, let’s look at Lenox Corporation.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

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. Reduce Turnover – Keeping a stable team will help you to reduce training costs and time. Make onboarding & ongoing coaching as stellar as possible. Customer service diminishes.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105