ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again.

Customer Experience 234

Customer Experience Airlines Average Handle Time Contact Center 234

Revation Systems

JANUARY 12, 2018

So what does this shift in form and function mean for the customer experience? The primary difference between a legacy call center and a cutting-edge contact center is the ability for users to leverage a variety of multimedia features — including email, text, web chat, video, VoIP and even social media. Everything.

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Grab a copy of our Agent Training eBook for more insight. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean. Request a download here.

Contact Center 62

Contact Center Virtual Agent Best practices Personalization 62

Clarabridge

MAY 30, 2017

From onboarding to retention—Contact Centers handle customers during the most delicate points in their journey. They lead upset customers from frustration to elation. They engage with satisfied customers and make them feel appreciated. Currently, most organizations assess customer care by productivity (i.e.

Contact Center 45

Contact Center Telecommunications First call resolution Customer emotions 45

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. The Leadership style that drives contact center success. Seminar Leaders.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

Plantronics

AUGUST 13, 2020

In case it was ever in question, this has been the year that call centers proved to be critical for doing business. Since [ ] The post How COVID-19 is Redefining the Contact Center appeared first on Poly Blog.

Contact Center 52

Contact Center Call Center Personalization Customer Service 52

SharpenCX

FEBRUARY 10, 2021

As customers grow restless to get the customer journey they expect, how can you help solve their growing list of grievances? It’s time to turn to the brain of the operation: your customer service data. Download Now] Use the data that lives in your contact center to improve your customer experience.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Interactions

JULY 7, 2022

The current labor shortage is a big problem, especially for contact centers. Without enough agents in a contact center, customers cannot get the help they need. In other words, customers shouldn’t feel like they are talking to a robot. Learn more about labor optimization in our ebook.

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Virtual Agent contact center workforce Contact Center Advertising 62

Interactions

MARCH 11, 2022

There’s a lot of jargon thrown around in the contact center space. From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? The post Customer experience versus customer service: what’s the difference?

Customer Experience 106

Customer Experience Customer Service Technology Contact Center 106

Comm100

JUNE 5, 2018

It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers.

Contact Center 49

Contact Center Chatbots Call Center Self service 49

Plantronics

AUGUST 13, 2020

In case it was ever in question, this has been the year that call centers proved to be critical for doing business. Since [ ] The post How COVID-19 is Redefining the Contact Center appeared first on Poly Blog.

Contact Center 40

Contact Center Call Center Personalization Customer Service 40

Interactions

MAY 14, 2020

Contact Center Challenges. The pandemic has caused an interesting conflict within contact centers. Combined with the increase of call volume, it means long wait times for customers and a negative customer experience. . The Golden Opportunity.

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 71

Interactions

JUNE 25, 2020

Without automation and self-service, every customer requires an agent’s help to resolve their query. The surge in contact volume stresses the contact center operations. In the last few weeks we’ve already seen brands reallocating sales and other staff to handle customer queries to strengthen the contact centers.

Virtual Agent 71

Virtual Agent Journey mapping Self service Contact Center 71

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

Chatbots 59

Chatbots Customer Care Metrics Contact Center 59

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. I totally agree with you, Hailey.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

SharpenCX

JULY 21, 2021

And to go even further, their customer experience strategy focuses on customer delight. >> >> Download Now: Build your Customer Experience Strategy Using the Data Living in your Contact Center. They’re known for personalized service that encourages customers to stay loyal.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

Interactions

JANUARY 29, 2019

We’ve talked about how to choose the right technology for your customer care strategy and how an automated customer care solution can take your customer experience to the next level. One of those solutions, conversational AI, is becoming quite a buzzword in the customer care industry.

Finance 48

Finance Airlines Customer Care Chatbots 48

SharpenCX

MARCH 30, 2021

If you’re a contact center leader, you probably hear – and use – these buzzwords all the time. But if you’re like most contact center leaders, you know these buzzwords carry a lot of weight. Data and analytics power your contact center. Omnichannel strategy. What’s more?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Interactions

JULY 9, 2020

Virtual assistants can alleviate many agent pain points associated with contact center attrition including monotonous work and the pressure to keep up with the pace while maintaining numbers. And businesses are experiencing another benefit of using Conversational AI solutions: improved agent experience.

Education 71

Education Upselling Best practices Contact Center 71

Interactions

OCTOBER 7, 2021

There can be many factors that can contribute to an inefficient customer service interaction. These can include agents having difficulty accessing information, contact centers being short staffed during high volume times, and the need to transfer customers to different departments, sometimes multiple times.

Customer Service 62

Customer Service Wait times Self service Finance 62

Comm100

APRIL 27, 2020

For contact centers with hundreds or even thousands of employees, equipping every agent to handle queries from all channels might not be the best way to implement an omnichannel approach; it commands a broader agent skillset and more training to handle every channel’s unique requirements. Download Now.

Automotive 59

Automotive CRM Upselling Customer centricity 59

teleopti

AUGUST 23, 2019

Likewise, contact centres try to avoid anything that takes agents away from direct customer care, for example, extra coaching, team meetings, comfort breaks, helping other departments and system downtime. Download our eBook. 5 ways to strike the right balance with WFM.

Coaching 63

Coaching Morale Best practices Contact Center 63

SharpenCX

JANUARY 26, 2021

Glancing through customer reviews , it’s easy to see that FedEx employees are a huge part of what makes every experience with the brand so delightful. FedEx staffs a separate Twitter account, called “FedEx Help ,” with customer care agents. FedEx uses best practices to put every customer first and deliver service that sticks.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

Comm100

MAY 10, 2018

Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

Feedback 82

Feedback Customer Care Scripts Customer Service 82

aircall

NOVEMBER 21, 2022

Ambroise Prieur, Contact Center Administrator at SumUp. The role of sales and support teams is to delight customers and secure business, and yet many find that complex systems and fiddly tools detract from this focus and create inefficiencies. Jump right in with an easy-to-use interface.

CRM 62

CRM Wait times Consulting Consulting 62

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management Gamification Surveys 70

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

BlueOcean

FEBRUARY 17, 2022

At a time when just about everything you can think of in terms of goods and materials seems to be experiencing a shortage and it feels like each week, new crises abound, companies simply can’t afford to run short of excellent customer care. Download Pandemic ebook. A Brief Example.

outsourcing 62

outsourcing Contact Center Customer Care Coaching 62

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Rhonda Basler has had an excellent journey from working in outbound customer service contact centers to being the Director. That’s a Wrap.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

BlueOcean

SEPTEMBER 17, 2020

But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. Here are the milestones you can expect along the way of implementing your outsourced customer care program. Building Your Outsourced Customer Care Team. You deserve it.

outsourcing 62

outsourcing Customer Care Calibration Government 62

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

BlueOcean

MARCH 31, 2021

And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. COVID-19 has significantly impacted customer behaviors and expectations. This inevitably translates to higher contact volume in the customer care realm.

Customer Care 62

Customer Care Self service Contact Center Healthcare 62

BlueOcean

JANUARY 8, 2019

This is a knowledge gap that prevents companies from comprehensively understanding the impact of a single customer on their revenue, and, in turn, how their customer experience impacts the company’s success. The Cost of Customer Retention vs Acquisition. We’d love to chat with you about building a better customer experience.

outsourcing 119

outsourcing Customer retention Advertising Customer Care 119