Fonolo

SEPTEMBER 1, 2022

Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. Why is Call Center Employee Retention Important? Poor management.

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. That’s great news because your current customers are the most affordable marketing resource you can tap into — loyal customers are more likely to tell their network to buy from your business.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. Share your story and vision Within a typical workplace, there are certain job roles that are well understood by others outside of that role.

Customer centricity 282

Customer centricity Education Government Personalization 282

Toister Performance Solutions

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. Agents from multiple countries and companies participated. I won't lie to you.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

CX Global Media

JANUARY 2, 2019

Can you remember what it feels like when the elephant that was sitting on your chest finally gets up? The irony of many legacy contact center communication platforms that are being used to serve customers often prevent you from doing it effectively. Nour Addine, how do you help folks get over the hump? Which is one of the first.

Customer centricity 191

Customer centricity Contact Center Technology Coaching 191

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. Most people know what salespeople or customer service representatives do. okay… so what do you actually do ?”. “Oh,

Customer centricity 208

Customer centricity Education Government Personalization 208

Talkdesk

DECEMBER 17, 2020

Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints. These insights, initially observed by Talkdesk’s CMO, spurred the development of our new report. The challenging news is that it’s hard to do.

Banking 106

Banking Contact Center Accountability Enterprise 106

Beyond Philosophy

DECEMBER 5, 2016

Employees have a particularly important role here. Enter Wells Fargo, and its alleged multi-year illegal sales practices across the company, first reported about two weeks ago – although, with all of the media attention, including widely-covered congressional hearings, it feels like the situation has been going on for months.

Brand ambassadors 247

Brand ambassadors Customer centricity Banking Consulting 247

Global Response

FEBRUARY 26, 2024

And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving your customer service sets your company apart from competitors and improves your bottom line. Understanding customer service excellence The first step is to truly understand what makes excellent customer service.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Getting the most out of employees in customer contact centers, and anyone else in the organization with front line customer contact responsibilities, will require change.

Consulting 191

Consulting Consulting Interactive Voice Response Customer centricity 191

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. Most people know what salespeople or customer service representatives do. okay… so what do you actually do ?”. “Oh,

Customer centricity 182

Customer centricity Education Government Personalization 182

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit.

Contact Center 106

Contact Center Technology contact center solutions Cloud contact 106

Quality Contact Solutions

DECEMBER 31, 1969

By Megan Hottman, Operations Manager and Brand Evangelist. One of the greatest differentiators that separates the good organizations from the best organizations is how they ran their contact center, referred to as contact center management. Operations Manager Roles and Responsibilities.

Contact Center 60

Contact Center Telemarketing Management outsourcing 60

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

DMG Consulting

MARCH 2, 2021

The pandemic has had a dramatic impact on contact centers, most of which has been positive. As can be seen in DMG’s new Report, Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future , COVID-19 has accelerated digital transformation by 2 – 6 years.

Average Handle Time 93

Average Handle Time Contact Center Coaching Enterprise 93

Global Response

MARCH 26, 2024

Yet many companies struggle with low first call resolution (FCR) rates. Strategies for improving first call resolution The good news is you’re not alone. Companies are constantly working to improve their first call resolution rates. If a customer doesn’t fill out the survey, review contact records in your CRM.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. Here’s what we aim to cover! What is a Customer Service Job? What Are the Basic Customer Service Job Responsibilities? What is the Customer Service Job Description?

Customer Service 166

Customer Service Engineering Customer Support Management 166

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Fonolo

JANUARY 14, 2020

There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Whether you’re looking for a quick round-up of industry news, or an in-depth program to turn your company culture around, you can probably find it on Shep’s blog.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Global Response

SEPTEMBER 11, 2023

Choosing a call center provider is a difficult task—and it’s one that comes with a lot of responsibility. A call center can make or break your customer service, as well as significantly impact the reputation of your brand. Obviously, you can’t offload that role to the first call center you come across.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. And what better way to expand your knowledge than picking up a book? Priorities are constantly competing.

Management 98

Management Call Center Metrics Entertainment 98

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

SharpenCX

APRIL 22, 2021

In fact, it’s rooted in the nature of their roles. The bad news: there will always be angry customers. The good news: you can coach agents to effectively handle these situations and calm customers down. Then, your customers know your agents hear and value what they have to say. I’m thrilled with my experience.”?

Scripts 128

Scripts Coaching Call Center Accountability 128

Balto

FEBRUARY 20, 2023

How Does Call Coaching Software Help New Agents? Starting a new job nearly always means information overload. To get agents on the phones as soon as possible, contact centers can use coaching software to support this ramp period. So how can they keep things interesting for themselves on calls?

Coaching 52

Coaching Average Handle Time Gamification Contact Center 52

BlueOcean

JUNE 17, 2021

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. The challenging part of business continuity in the contact center is just how many variables there are.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

Customer Relationship Metrics

JULY 26, 2017

You feel like no matter what you try, it’s not going to work. It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Vcaretec

JUNE 6, 2022

Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry. We asked the hard hitting questions: Is customer support seen as a cost center? What makes the e-commerce customer experience so different from other industries? Omnichannel? Give me choice.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

teleopti

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! This has consequently elevated the role of the contact center and its crucial position in creating customer-brand connections.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

CX Accelerator

OCTOBER 21, 2019

If you don’t have the Evernote app on your phone, stop what you’re doing and download it. You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” Try it out, and let me know what you think! This is where a project management tool can really help you take things to the next level.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. What does their performance look like? What are their stressors? But, as a contact center manager, the stakes of your own role are high. What are your goals? Are they burnt out?

Call Center 84

Call Center Coaching Management Contact Center 84

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. Lack of Confidence: Some managers are great at meeting metrics and making schedules. Developing these skills should be ongoing for every call center leader — even those who are considered adept at feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. Some of the best advice we’ve read has come from the folks at TaxJar , who suggest, “ Treating the temporary remote work situation less like a field trip and more like what it truly is – the future of work.” remotework #cctr #management Click To Tweet.

Call Center 112

Call Center Morale Contact Center Gamification 112

SharpenCX

NOVEMBER 10, 2020

Yet still, from the perspective of a customer, if I know I have to dial up a call center, I think of a million reasons to delay it until tomorrow. Customer service in call centers has the stereotype of being inefficient and impersonal. But don’t let negative stereotypes hold you back from making real change in your company.

Call Center 121

Call Center Customer Service Coaching Wait times 121

Aspect

JANUARY 28, 2019

Between Black Friday and Cyber Monday in 2017, a top DNA testing kit company sold approximately 1.5 million kits, and more than 10 million people have used to kits to have their DNA tested according to news reports. It’s safe to say, these interactions put call center agents in unusual situations.

Management 82

Management Finance Healthcare Call Center 82