JustCall

MARCH 7, 2023

Customer support is the backbone of every customer-facing business, and your growth relies heavily on your ability to satisfy and retain your customers. But meeting the increasing expectations of your customers is a challenge. And the only way to succeed is through an effective contact center management system.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Playvox

FEBRUARY 16, 2024

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. Customer loyalty, needs, wants, and preferences have shifted.

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

APRIL 4, 2023

They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Building a supportive work climate is the first step.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

MAY 7, 2015

Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat.

Call Center 126

Call Center Management Contact Center Coaching 126

Hodusoft

JUNE 17, 2021

Customer support. Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Value for money. Functionality . Likelihood to recommend. Multimedia contact centers will need a full contact center suite. .

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

CSM Magazine

MARCH 13, 2022

Unsurprisingly, customer-centricity correlates with good experience and communications strategies, yet in the global survey, only 60% say they have a cohesive customer interaction strategy. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Enghouse Interactive

JULY 7, 2021

While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. With decentralized contact center operations and staffing, the need to provide more comprehensive and flexible approaches for agent quality assessments has emerged.

Scripts 52

Scripts Coaching Contact Center Call Center 52

RapportBoost

JANUARY 29, 2019

When it comes to chat for customer support and sales, conversations often begin with an inquiry or a grievance. A customer may reach out for product information or requesting recommendations. A customer might need assistance making a decision or may voice a problem with an order.

Coaching 51

Coaching Revenue potential Analytics Contact Center 51

NobelBiz

FEBRUARY 15, 2023

Repeat for Every Agent in Category of Calls Calibration is particularly important in customer support, but it can also be used in other settings where agents are interacting with customers and rating calls. Call calibration sessions A calibration session is an activity used to unify management ratings and metrics.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

Serenova

OCTOBER 7, 2020

According to CIO.com , many have “[struggled] to replicate their CX working environment, including the proper hardware and software necessary to provide call support” in a WFH context. Don’t micro-manage agents. Macro-manage the customer experience. Give agents structure and agency. The Future of the Contact Center.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Enghouse Interactive

OCTOBER 21, 2020

Leverage AI to Transform the Customer Experience. With so many areas where Augmented Conversations (enabled by AI) can help, Steve stated that he’s often asked by Contact Center managers what to do and how best to do it. Highlight compliance issues, deviations, exceptions, and treat them accordingly.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Playvox

MARCH 27, 2023

These 10 strategies will help you boost productivity, improve operational efficiency , and enhance customer engagement, so you can achieve your goals and promote growth. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). But it goes beyond enabling automation.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Customer Service Life

AUGUST 28, 2019

If our agents can be successful in those four things, the result should be a great customer interaction. Wow, that looks like a great foundation for a quality form, doesn’t it? This is a multi-channel customer support operation we’re talking about here. Create a quality definitions guide. Not so fast.

Quality management 67

Quality management Calibration Management Coaching 67

Playvox

OCTOBER 12, 2022

Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks. Today, Managing Well Means Means Managing Well Remotely. What are Best Practices for Managing Remote Contact Center Agents? Resist the temptation.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Enghouse Interactive

JANUARY 13, 2021

Video enablement: either use internally to manage remote agents, or externally for communications with customers. 43% using video for customer interactions, and 67.2% say video is vital for managing remote employees. Unified Communications: 76.3% have integrated or plan to integrate.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JULY 29, 2021

Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. Call Recorders Can Save You from Disaster. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Playvox

MAY 2, 2023

Cloud contact center solutions, like workforce engagement management, take your move to the cloud to the next level. They let you further optimize your operations for improvements in forecasting, scheduling, quality management, and agent engagement.

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 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

Netomi

JANUARY 5, 2022

A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Playvox

FEBRUARY 1, 2024

Tagging helps you categorize customer feedback and communications for better analysis and more helpful insights. While manual tagging may work for smaller customer support centers, medium to large ones should implement automated tagging solutions. Elicit direct customer feedback. The key is to not rely on one input.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Avaya

JUNE 18, 2018

Your entire organization needs to perform at the highest levels to support this end-to-end brand journey. Workforce optimization solutions play a key role in helping you transform your customer engagement initiatives, improve the productivity of customer support personnel, and comply with ever-increasing regulations.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Supervisor s: increase their real-time communications, more quickly engaging with supervisors when situations require it, while also enabling instantaneous agent feedback and coaching to accelerate the development of agent skills. ISO27001 Certification guarantees that our cloud-based customer data privacy is assured.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

NobelBiz

MARCH 23, 2022

How do you plan to measure the customer service process? Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs. What kind of flexibility do you offer the agent?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

JustCall

APRIL 5, 2023

Five9 has additional features like customizable templates, data visualization, and employee coaching tools. Its biggest USP is the unified staff and workflow management tool. It is an integrated customer experience platform that comes with various products, such as Zendesk Talk, Zendesk Support, Zendesk Guide, and Zendesk Chat.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Enghouse Interactive

OCTOBER 12, 2021

Enhance internal communications, provide front-line staff with instantaneous access to SME’s, decision-makers, back-office staff, support teams, engineers so that the right people can be quickly contacted to help resolve customer issues.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Enghouse Interactive

FEBRUARY 18, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Trends and Realities of Successful Organizations (Blog Series). Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

Callminer

NOVEMBER 18, 2020

Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series).

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80