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The traditional contactcenter – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contactcenter culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. What’s the climate of your contactcenter? MORE
However, a snap poll conducted during a recent Gartner cohort of over 50 service and support leaders showed that only 15% have been able to move 100% of their staff to working from home. Work environment call centercontactcenter COVID-19 social distancing workplace safetyWork from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. MORE
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customerservice strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customerservice: 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
An inbound customerservice call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of a key product in just two months. Technology call centercontactcenter learning & development neuroscience performance management real-time mentoringThese are just two examples of companies that generated significant ROI by changing focus and investing in their managers and staff. MORE
This is especially true if your customerservice operations are interrupted. With customerservice as one of the top areas driving customer satisfaction, continuing to serve customers in a timely, convenient manner is of the utmost importance. MORE
As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that ContactCenter Pipeline holds today as a strong contactcenter resource, with a large archive of independent contactcenter articles and […]. Inside The Issue call centercontactcentercustomer experience customerserviceI always look forward to the new year and the enormous promise it holds. MORE
We’re wrapping up CustomerService Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Employee Experience agent appreciation agent motivation call centercontactcenter COVID-19 CustomerService Week employee engagement employee recognition virtual events MORE
Great CustomerService Vision begins with defining what your customers need. The post How CustomerService Vision Affects Great Customer Experience appeared first on CX Global Media. What problems are they facing and how are you addressing them? MORE
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contactcenter agent. Meet Our Panel of ContactCenter Experts & Business Leaders: Matthew Dailly. MORE
ContactCenter Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of ContactCenter, CustomerService and Customer Experience Professionals together in person and virtually. Call Center Conferences call center call center events contactcenter leadership development MORE
The API integration linking your contactcenter and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contactcenter. MORE
Are you truly listening to your customers? Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. #CX MORE
Customer: I think I need to reset my router but I can’t work out how. Customer: Never mind, I’ll figure it out myself. This lack of efficiency has not escaped the notice of customers. Over a quarter say that getting their questions answered by customerservice is becoming harder. Core challenges for contactcenters. Although 91% of companies have invested heavily in contactcenter knowledge bases, very few are seeing real ROI. MORE
Call centers and contactcenters operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contactcenters effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Call Centers Focus on Phones. ContactCenters Leverage Self-Service. MORE
When it comes to planning technology investment, the contactcenter is thought of as a cost center and unfortunately often overlooked or sold short. MORE
Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Here, we have compiled a number of useful best practices and tips for you to utilize as your contactcenter shifts towards remote work to maintain productivity during trying times. MORE
This is especially true for those of us involved in the cacophony of contactcenters; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contactcenter professionals? Being in the contactcenter industry for over 30 years, I have seen amazing advances in technology. We call it the ‘golden rule’ of customerservice. MORE
Contactcenters 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 contactcenter is created equal. This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customerservice space in contemporary times. MORE
David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. Business continuity is not just applicable for call centers, but for any organization / any type of business. MORE
AI has been making a relentless assault on the contactcenter for several years. Read All the ContactCenter Trends Here: ContactCenter Trends 2021. ContactCenter Execs Had Been ‘Back-Burnering’ Upgrades. MORE
Although COVID-19 is still the central focus of our everyday lives, the contactcenter industry appears to be moving forward with optimism, lessons learned and plans for delivering customerservice in a business environment that looks nothing like the previous years. MORE
We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customerservice. Read the Full Industry Report Here: ContactCenter Trends 2021. ContactCenter Teams Had to be More Empathetic. MORE
Our final installment of the differentiator series is perhaps the most important for customerservice leadership. Our topic is selling and promoting the contactcenter. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contactcenter is to a successful enterprise. Executive Support call centercontactcentercustomer analytics demonstrating value executive buy-in MORE
Throughout it all, frontline customerservice staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. MORE
No matter the brand, customerservice needs to be a priority. Contactcenters are often seen as an expensive but necessary line item that should be streamlined as much as possible in support of the bottom line, but brands are waking up to the value […]. MORE
They provide some tips and tricks to set your business up for success in the contactcenter. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. You can do the same and improve your customers’ experience. MORE
In our second post on CustomerService Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams. MORE
Numerous businesses rely on contactcenters to field customer inquiries and manage customerservice issues. Any disruption in network connectivity to these contactcenters can lead to a loss of business and lost customer loyalty. Given that contactcenters often support customers in stressful or frustrating situations, the need for high-quality service is even more […]. MORE
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contactcenter industry’s top influencers and business leaders what they thought the most significant contactcenter trends in 2021 would be. MORE
Customerservice operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […]. MORE
When invited to compile this list of customerservice trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contactcenter was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […]. MORE
In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The post Can Artificial Intelligence Replace ContactCenter Agents? MORE
No company wants to receive complaints about bad customerservice, but even companies that strive to create exceptional customerservice will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. MORE
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They provide some tips and tricks to set your business up for success in the contactcenter. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. You can do the same and improve your customers’ experience.
Customerservice operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […].
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contactcenter agent. Meet Our Panel of ContactCenter Experts & Business Leaders: Matthew Dailly.
Although COVID-19 is still the central focus of our everyday lives, the contactcenter industry appears to be moving forward with optimism, lessons learned and plans for delivering customerservice in a business environment that looks nothing like the previous years.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contactcenter industry’s top influencers and business leaders what they thought the most significant contactcenter trends in 2021 would be.
This is especially true if your customerservice operations are interrupted. With customerservice as one of the top areas driving customer satisfaction, continuing to serve customers in a timely, convenient manner is of the utmost importance.
When invited to compile this list of customerservice trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contactcenter was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].
Throughout it all, frontline customerservice staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections.
However, a snap poll conducted during a recent Gartner cohort of over 50 service and support leaders showed that only 15% have been able to move 100% of their staff to working from home. Work environment call centercontactcenter COVID-19 social distancing workplace safetyWork from home is the most effective form of workplace social distancing, as advised by governments and public health organizations.
In our second post on CustomerService Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
The new year is just around the corner. It's time to plan for the ever-changing needs within our industry. On December 3rd, join CCNG's first ZOOM Fireside panel discussion. It will be both interactive and energetic as several CCNG members share insights and predictions for 2021. Join industry experts from Aria, Poly, and Gridspace as they share what they have learned in 2020 in order to prepare us for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Bring your questions and lessons learned to share with the group! Sign up today! You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike. Learn how to address, manage and utilize: People Process Technology and Implementation Strategies for 2021.
This is especially true if your customerservice operations are interrupted. With customerservice as one of the top areas driving customer satisfaction, continuing to serve customers in a timely, convenient manner is of the utmost importance.
Our final installment of the differentiator series is perhaps the most important for customerservice leadership. Our topic is selling and promoting the contactcenter. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contactcenter is to a successful enterprise. Executive Support call centercontactcentercustomer analytics demonstrating value executive buy-in
ContactCenter Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of ContactCenter, CustomerService and Customer Experience Professionals together in person and virtually. Call Center Conferences call center call center events contactcenter leadership development
The API integration linking your contactcenter and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contactcenter.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight, and new security and privacy risks -- all on top of unique customer demands. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days
This is especially true for those of us involved in the cacophony of contactcenters; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contactcenter professionals? Being in the contactcenter industry for over 30 years, I have seen amazing advances in technology. We call it the ‘golden rule’ of customerservice.
No company wants to receive complaints about bad customerservice, but even companies that strive to create exceptional customerservice will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep.
Numerous businesses rely on contactcenters to field customer inquiries and manage customerservice issues. Any disruption in network connectivity to these contactcenters can lead to a loss of business and lost customer loyalty. Given that contactcenters often support customers in stressful or frustrating situations, the need for high-quality service is even more […].
As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that ContactCenter Pipeline holds today as a strong contactcenter resource, with a large archive of independent contactcenter articles and […]. Inside The Issue call centercontactcentercustomer experience customerserviceI always look forward to the new year and the enormous promise it holds.
to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many ContactCenters Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. customers to order their favorite. experience that helps customers. scrambling to offer new customer. to customers.
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customerservice strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customerservice: 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.
We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customerservice. Read the Full Industry Report Here: ContactCenter Trends 2021. ContactCenter Teams Had to be More Empathetic.
Call centers and contactcenters operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contactcenters effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Call Centers Focus on Phones. ContactCenters Leverage Self-Service.
David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. Business continuity is not just applicable for call centers, but for any organization / any type of business.
1The Health of the ContactCenter: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. front line Tweet this 3The number one priority for businesses today is delivering the right customer experience and it shows no signs of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. voice of the customer.
The traditional contactcenter – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contactcenter culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. What’s the climate of your contactcenter?
No matter the brand, customerservice needs to be a priority. Contactcenters are often seen as an expensive but necessary line item that should be streamlined as much as possible in support of the bottom line, but brands are waking up to the value […].
We’re wrapping up CustomerService Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Employee Experience agent appreciation agent motivation call centercontactcenter COVID-19 CustomerService Week employee engagement employee recognition virtual events
AI has been making a relentless assault on the contactcenter for several years. Read All the ContactCenter Trends Here: ContactCenter Trends 2021. ContactCenter Execs Had Been ‘Back-Burnering’ Upgrades.
it’s the foundation of contactcenter 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. than actuals, contactcenters overstaff to cover. to a contactcenter’s profit margin: wasted labor. for Your ContactCenter WHITE PAPER Good forecasting generates immediate.
Contactcenters 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 contactcenter is created equal. This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customerservice space in contemporary times.
Are you truly listening to your customers? Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. #CX
An inbound customerservice call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of a key product in just two months. Technology call centercontactcenter learning & development neuroscience performance management real-time mentoringThese are just two examples of companies that generated significant ROI by changing focus and investing in their managers and staff.
Great CustomerService Vision begins with defining what your customers need. The post How CustomerService Vision Affects Great Customer Experience appeared first on CX Global Media. What problems are they facing and how are you addressing them?
Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why ContactCenter Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and.
Customer: I think I need to reset my router but I can’t work out how. Customer: Never mind, I’ll figure it out myself. This lack of efficiency has not escaped the notice of customers. Over a quarter say that getting their questions answered by customerservice is becoming harder. Core challenges for contactcenters. Although 91% of companies have invested heavily in contactcenter knowledge bases, very few are seeing real ROI.
In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The post Can Artificial Intelligence Replace ContactCenter Agents?
Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Here, we have compiled a number of useful best practices and tips for you to utilize as your contactcenter shifts towards remote work to maintain productivity during trying times.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
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