Tethr

MAY 11, 2020

This gathering can serve as the perfect opportunity for leaders to recognize team members who are demonstrating excellent customer service. Gamification works. This sort of improvisation is important as you never know what’s coming up on the other end of a frustrated customer call. Flexibility boosts productivity.

Call Center 68

Call Center Morale Gamification First call resolution 68

Calabrio

AUGUST 7, 2019

And we’re proud of the work we’ve done together since then to continually improve the interactions Idaho Central’s 340,000 members have with its customer service team. ICCU takes a fresh, unique approach to customer service, and it shows. Continuously Improves Contact Center Agent Engagement and Performance.

Contact Center 75

Contact Center Interactive Voice Response Gamification Construction 75

JustCall

MARCH 9, 2023

Always Provide Customized and Relevant Feedback Perhaps the most important strategy of them all you need to set up a constructive feedback mechanism in place. If the goal is unattainable, it might dampen your agent’s motivation and set them for failure. What Are the Must-Have Skills for a Good Call Center Trainer?

Call Center 52

Call Center call center software Construction Best practices 52

Verint

NOVEMBER 27, 2017

As times change and customer preferences evolve, so do the dos and don’ts of constructing effective surveys. Surveys continue to play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. The basics covered in that September 2016 column do still hold true.

Surveys 32

Surveys Construction Feedback Gamification 32

Vistio

JUNE 29, 2021

There’s never a dull day when you’re working in customer experience. Peter, can you share a little more about your day-to-day role and responsibilities, particularly how you advise senior leaders in the customer experience/customer service realm? It can be done using gamification. It can really vary.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Playvox

APRIL 27, 2023

Synchronous customer communication channels involve real-time communication between a customer and a service agent. When communicating over these channels, the customer expectation is for an immediate or nearly immediate response from the customer service team. Step 2: Add only one new channel at a time.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Liveops

MARCH 12, 2020

They also know they don’t need to raise salaries, offer four-week sabbaticals, or construct onsite gyms to attract and keep people. . In the realm of customer service, a good learning program is what fuels customer satisfaction, fast response times, high net promoter scores, and customer retention.

Education 62

Education Gamification Construction Morale 62

Balto

APRIL 20, 2023

The most pressured industries were Transportation, Travel & Hospitality, Collections, Insurance, and Financial Services. The least pressured industries were Home Improvement, Construction, and Retail. Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52