ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Here are my top five picks from last week.

Customer Service 200

Customer Service B2B B2C Advertising 200

CCNG

AUGUST 23, 2023

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. In this #JMPsBlog , we will explore the incredible potential of data analytics in contact centers, along with considerations and watchouts that organizations must keep in mind.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. When Did Call Centers Become the Standard? Thus, the idea of using a contact center for utilities was born.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

CCNG

APRIL 19, 2023

Does your contact center jokingly reference certain teams as “Bad News Bears”? Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization. Soon, the Bad News Bears stigma will come to an end in your contact center.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Contact Center Pipeline

DECEMBER 29, 2022

Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere – and it’s causing an abundance of unhappy customers.

Contact Center 298

Contact Center Customer Experience Customer Service Personalization 298

VirtualPBX

APRIL 10, 2024

Last week we announced the newest product to our lineup The VirtualPBX Contact Center. But what is a contact center? A contact center is a vital component of any organization’s operations. It serves as a central point where customers can reach out for assistance and support through various channels.

Contact Center 59

Contact Center Wait times CRM Healthcare 59

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Be careful about confusing agents and customers. Are you sold?

Contact Center 228

Contact Center Personalization Engineering Customer Service 228

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

Contact Center Pipeline

JUNE 8, 2022

Customer service professionals often make an all too human mistake: they imagine that the person on the other end of the line is someone who’s like them. This type of implicit bias can take many forms, but it’s unlikely that most contact center agents envision a person with a disability when they start a dialog. […].

Contact Center 130

Contact Center Personalization Customer Service Customer Experience 130

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. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. Start by creating a customer care vision and set goals. DID YOU KNOW?

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. Keep in mind that most people want to excel in their work.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. What math should go into the business case around call center outsourcing costs? (Or We’re here to help – start calculating your call center outsourcing costs today.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

Balto

SEPTEMBER 13, 2022

So, it comes as no surprise that today’s consumers have peak expectations for the level of personalization they’ll now receive from the banking or financial services contact center. But what if a customer needs to dial into the contact center? Why is Personalization Important in the Contact Center?

Banking 52

Banking Contact Center Personalization Self service 52

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Fonolo

SEPTEMBER 17, 2020

That’s why, in the contact center world, extroverts are more sought after than introverts. In reality, there is no perfect personality type that will fulfill everything you need. For starters, contact center agents do more than just answering calls and emails. The Extroverted Contact Center Agent.

Contact Center 128

Contact Center Personalization Call Center Coaching 128

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Likewise, AHT is used to measure the time an associate spends working on a customer issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. Call-backs are great for bridging the gap between self-service and live calls, by the way.)

Contact Center 87

Contact Center Airlines Self service Healthcare 87

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Listen to your customers.

Contact Center 98

Contact Center Customer Service Self service Call Center 98

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Call Center Technology 87

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. Can you relate? I got you, my friend!

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NobelBiz

APRIL 23, 2024

Omni-channel communication also offers the flexibility to tailor interactions based on the nature of the debt and debtor preferences, leading to more personalized and effective collection efforts. This is why automation is especially transformative in contact centers.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

JustCall

AUGUST 8, 2023

Service industries across the world are facing an AI and automation overhaul. Contact centers are a great example of how technology can be used to make jobs more efficient. Previously, contact center agents had to physically dial multiple numbers every day.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. When Did Call Centers Become the Standard? Thus, the idea of using a contact center for utilities was born.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

CSM Magazine

MARCH 26, 2024

Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. The Human Touch When customers reach out for support or information, they seek reassurance, empathy, and understanding.

Contact Center 52

Contact Center contact center solutions Call Center Feedback 52

Vistio

APRIL 22, 2024

The allure of AI in contact centers is undeniable. From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. One effective strategy is to use AI as a training or agent guidance tool within your contact center.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. consumers abandoned a brand due to lack of personalization and trust. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated.

Personalization 157

Personalization Customer Service Chatbots Engineering 157

Vistio

MARCH 4, 2024

Providing exceptional customer service is undoubtedly one of the most critical aspects of running a successful business. Contact centers are on the front lines of customer interaction, dealing with a vast range of personalities and communication styles daily.

Personalization 52

Personalization Contact Center Technology Customer Service 52

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52