Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 83

Contact Center outsourcing Management Feedback 83

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task.

Consulting 195

Consulting Consulting Contact Center Gamification 195

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

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. Are you trying to boost customer sentiment ?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. What is Voice bot?

Contact Center 179

Contact Center Interactive Voice Response Chatbots Call Center 179

Callminer

MAY 27, 2020

Call centers and contact centers 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. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics.

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

ShepHyken

OCTOBER 2, 2023

Customer service can contribute to revenue growth by resolving customer issues and upselling, cross-selling, and retaining customers who may have been on the verge of leaving. How can companies turn customer support into a competitive advantage?

Customer Support 196

Customer Support outsourcing Upselling Customer retention 196

Contact Center Pipeline

SEPTEMBER 8, 2020

For contact center businesses, unexpected changes such as unplanned downtime, massive call volume increases, facility closures or other issues can wreak havoc on a team’s ability to service the customer.

Customer Support 214

Customer Support Contact Center Call Center Technology 214

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Your outsourced contact center partner will be responsible for QA on the agent side, and the OPI partner is responsible for performance managing interpreters.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

NobelBiz

OCTOBER 31, 2023

Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. Timing is not just a skill; it’s the heartbeat of outstanding customer support.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Brand ambassadors 368

Brand ambassadors Healthcare Contact Center Self service 368

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

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves. Improved customer satisfaction and increased agent productivity. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

The Northridge Group

OCTOBER 12, 2023

By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts Customer Lifetime Value (CLTV). Here are four tips for turning your call center into a loyalty center: 1.

Contact Center 115

Contact Center Call Center Analytics Customer Experience 115

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Cloud-based calling? .

call center software 190

call center software Call Center Customer Support Scripts 190

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Watch the video or read on for the highlights!

Self service 142

Self service Contact Center Chatbots Consulting 142

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. The industry players are bigger and more intimidating, and the customers are more demanding. They discuss the importance of driving employee engagement and by extension, customer satisfaction.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

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

JustCall

OCTOBER 22, 2023

Contact centers are based on catering to customers’ needs and queries. After all, your business can only succeed if your customers are happy with your products and service. According to Salesforce’s 2022 report , 73% of customers expect companies to understand their unique needs and expectations.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

TeleDirect

DECEMBER 14, 2023

The most successful companies usually have excellent customer service strategies — regardless of industry. These strategies typically include a dedicated contact center. Contact centers like TeleDirect function as an extension of your company. What Is a Contact Center as a Service?

Contact Center 62

Contact Center Personalization Cloud contact outsourcing 62

SQM Group

AUGUST 16, 2023

Multichannel and omnichannel contact centers make customer support more accessible and allow agents to improve CX by delivering more personalized services.

Multichannel 63

Multichannel Contact Center Customer Support Personalization 63

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. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

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? It’s simply become too loud.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Contact Center Pipeline

MARCH 25, 2021

While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years.

Customer Support 288

Customer Support Marketing Customer Service Customer centricity 288

Fonolo

FEBRUARY 4, 2021

This is especially true when it comes to contact center outsourcing. It may be tempting to hire an external team when faced with high call volumes, but in doing so, you risk lowering the quality of your customer experience. The Pros and Cons of Call Center Outsourcing. Guide to Contact Center Technologies .

outsourcing 154

outsourcing Contact Center Technology Interactive Voice Response 154

Vcaretec

SEPTEMBER 21, 2020

Customers today expect outstanding customer support 100% of the time. With new media and a variety of contact options, customers everywhere expect fast and efficient responses to any concern or question they may have. A customer support contact center can handle any and every customer support concern.

Contact Center 59

Contact Center Customer Support Healthcare Customer Service 59

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

Creative Virtual

APRIL 21, 2022

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52

Outsource Consultants

MARCH 8, 2022

No industry is safe from rising labor costs, especially the contact center industry where a majority of employees are the heavily affected low-wage earners. Aside from just wage inflation, recruiting cost increases and benefits additions have put a major strain on the margins of domestic contact centers.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126