INDUSTRY INSIGHTS YOUR PEERS ARE READING
Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. MORE
By: Andrew Gilliam Imagine what the world will be like after you've checked off every box on your customer experience to-do list. Service failures are anticipated, and recovery is automatic. Proactive Engagement Today's contact center mission is painfully reactive. MORE
Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. Customer: Hi, I’m having a problem with my internet. In fact, a higher AHT can result in happier, more loyal customers. MORE
Consumer buying behaviors are driven … Retail Contact Center Best Practices Read More ». The post Retail Contact Center Best Practices appeared first on Ansafone Contact Centers. MORE
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer. MORE
Efficiently managing contact center solutions is the only way to achieve your goal of balancing low costs-per-call with delivering valuable customer experiences during every interaction. Contact Center customer service AHT contact centers efficiency IVR KPI multichannel MORE
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Technology call center chatbots contact center omnichannel experience self-service MORE
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. MORE
7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. After all, if you are going to transform, your outcome must be to be more customer-centric. MORE
Last month’s Enterprise Connect conference was Amy’s debut appearance as part of the Cisco Collaboration team (the division that includes their call center business). Five9 CEO Rowan Trollope on Why the Call Center is Exciting Right Now. Call Center Panel from Enterprise Connect. MORE
In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers. MORE
Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. MORE
What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price as the number one competitive differentiator in today’s economy. MORE
Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually. MORE
How then does a well trained contact center impact customer experience? Higher First Contact Resolution When your staff is well trained, they can provide resolution (when possible) on the first interaction. Call Center CCW customer service Learning & Development Training MORE
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. MORE
I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach has many aspects to it, one of the key initiatives has been to establish a new voice and style for how we interact with customers. MORE
The point of signing a contract with an outsourced retail contact center includes providing quality customer service in a secure and profitable way. These expectations are … How to Conquer These 5 Retail Contact Center Challenges Read More ». MORE
This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? MORE
Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. How to Set a Winning Service Level. MORE
With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers. How does a contact center without a formal multilingual support system handle non-English calls? MORE
According to the FBI, the insurance … Insurance Contact Center Best Practices Read More ». The post Insurance Contact Center Best Practices appeared first on Ansafone Contact Centers. MORE
Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome. On the inside, call center leaders are focusing on the means—IVR, CRM, CTI, AHT, UCD, ACD and ASA. Customers hope for untidy and inefficient personalization. MORE
It’s imperative in a time of high competition and demand that your contact center is in optimal condition. Business consultant Peter Drucker noted, “the purpose of a business is to create a customer,” and the purpose of the call center is to maintain the customer. MORE
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience MORE
The post 5 reasons social customer service belongs in the contact center appeared first on InTheChat. Contact Center Social Media digital channels digital customer service social media MORE
The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. MORE
In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. If we’re not taking care of ourselves, how the heck are we supposed to truly care for our customers? MORE
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. Executive Support call center contact center customer analytics demonstrating value executive buy-in MORE
It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels. MORE
I’ve been very fortunate to have gained different perspectives in the contact center industry. If you ever get the chance to come to Charlotte, make sure you put Coke’s contact center on your list to visit. MORE
It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Customer Disruption. MORE
Contact centers are often the communications lifeblood of a business. So how do you make sure your contact centre is set up to deliver the ultimate customer experience ? There are two things about communicating with a contact center that can drive clients to frustration. MORE
Today’s contact centers face a daunting challenge. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. And that gap was the genesis of the computer vision revolution in customer assistance. MORE
Contact Center Pipeline
DECEMBER 13, 2017
What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price as the number one competitive differentiator in today’s economy.
Call Center Weekly
MAY 1, 2019
By: Andrew Gilliam Imagine what the world will be like after you've checked off every box on your customer experience to-do list. Service failures are anticipated, and recovery is automatic. Proactive Engagement Today's contact center mission is painfully reactive.
Call Center Weekly
JULY 6, 2018
With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers. How does a contact center without a formal multilingual support system handle non-English calls?
Call Center Coach
SEPTEMBER 21, 2018
7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. After all, if you are going to transform, your outcome must be to be more customer-centric.
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1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.
Contact Center Pipeline
JANUARY 16, 2018
Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.
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InTheChat
MARCH 21, 2019
The post 5 reasons social customer service belongs in the contact center appeared first on InTheChat. Contact Center Social Media digital channels digital customer service social media
Ansafone
APRIL 2, 2019
Consumer buying behaviors are driven … Retail Contact Center Best Practices Read More ». The post Retail Contact Center Best Practices appeared first on Ansafone Contact Centers.
Contact Center Pipeline
MARCH 7, 2019
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions.
TechSee
APRIL 2, 2019
Today’s contact centers face a daunting challenge. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. And that gap was the genesis of the computer vision revolution in customer assistance.
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topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. center.
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Contact Center Pipeline
JANUARY 3, 2019
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated.
Ansafone
MARCH 6, 2019
According to the FBI, the insurance … Insurance Contact Center Best Practices Read More ». The post Insurance Contact Center Best Practices appeared first on Ansafone Contact Centers.
Fonolo
AUGUST 29, 2018
This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals?
TechSee
MAY 14, 2019
Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. Customer: Hi, I’m having a problem with my internet. In fact, a higher AHT can result in happier, more loyal customers.
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to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.
Call Center Coach
SEPTEMBER 5, 2018
I’ve been very fortunate to have gained different perspectives in the contact center industry. If you ever get the chance to come to Charlotte, make sure you put Coke’s contact center on your list to visit.
Fonolo
APRIL 2, 2019
Last month’s Enterprise Connect conference was Amy’s debut appearance as part of the Cisco Collaboration team (the division that includes their call center business). Five9 CEO Rowan Trollope on Why the Call Center is Exciting Right Now. Call Center Panel from Enterprise Connect.
Fonolo
OCTOBER 3, 2018
Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. How to Set a Winning Service Level.
Contact Center Pipeline
AUGUST 10, 2017
In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers.
Advertisement
1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.
TechSee
OCTOBER 9, 2018
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.
Call Center Weekly
OCTOBER 9, 2017
How then does a well trained contact center impact customer experience? Higher First Contact Resolution When your staff is well trained, they can provide resolution (when possible) on the first interaction. Call Center CCW customer service Learning & Development Training
Customer Relationship Metrics
JULY 26, 2017
It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Customer Disruption.
Ansafone
MAY 16, 2019
The point of signing a contract with an outsourced retail contact center includes providing quality customer service in a secure and profitable way. These expectations are … How to Conquer These 5 Retail Contact Center Challenges Read More ».
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it’s the foundation of contact center scheduling. things—like contact volume—that can be so. leads to a spike in contact volume, which in turn. one; it’s when contact forecasts are chronically. that customers may decide to go elsewhere, to. Contact (Call).
Ansafone
APRIL 9, 2019
Efficiently managing contact center solutions is the only way to achieve your goal of balancing low costs-per-call with delivering valuable customer experiences during every interaction. Contact Center customer service AHT contact centers efficiency IVR KPI multichannel
Taylor Reach Group
APRIL 2, 2019
Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program.
Contact Center Pipeline
MARCH 13, 2019
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Technology call center chatbots contact center omnichannel experience self-service
Call Center Weekly
OCTOBER 9, 2018
In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. If we’re not taking care of ourselves, how the heck are we supposed to truly care for our customers?
Advertisement
HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.
Call Center Coach
FEBRUARY 8, 2018
Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome. On the inside, call center leaders are focusing on the means—IVR, CRM, CTI, AHT, UCD, ACD and ASA. Customers hope for untidy and inefficient personalization.
Call Center Weekly
NOVEMBER 9, 2017
Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information.
Integrity Solutions
FEBRUARY 15, 2019
The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers.
Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience
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INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. rely on contact.
Beyond Philosophy
NOVEMBER 6, 2017
Contact centers are often the communications lifeblood of a business. So how do you make sure your contact centre is set up to deliver the ultimate customer experience ? There are two things about communicating with a contact center that can drive clients to frustration.
Fonolo
APRIL 11, 2019
It’s imperative in a time of high competition and demand that your contact center is in optimal condition. Business consultant Peter Drucker noted, “the purpose of a business is to create a customer,” and the purpose of the call center is to maintain the customer.
Fonolo
NOVEMBER 7, 2018
It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. Service Levels.
Customer Service Life
MAY 6, 2019
I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach has many aspects to it, one of the key initiatives has been to establish a new voice and style for how we interact with customers.
Speaker: Irit Eizips, CEO, CSM Practice
With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.
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