Customer Service Life

DECEMBER 23, 2020

As I’ve spent time reflecting on Buddy, it’s clear to me that he worked in a contact center at some point in his life. This place reminds me of Santa’s Workshop. But it also seems like Buddy is talking about his last contact center job — possibly one with super high agent turnover. Don’t believe me? Let’s begin.

Contact Center 126

Contact Center Morale Metrics Accountability 126

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc. The outsourcing contact center market is becoming more competitive.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Myra Golden Media

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers. Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers.

Calibration 153

Calibration Contact Center Coaching Construction 153

CX Global Media

JULY 8, 2019

The first step in the contact center agent journey comes with the hiring process. In my experience as a practitioner, solution provider, learner and educator in the contact center industry, I’ve reached the conclusion that we have a massive education opportunity. Conference Coverts to On-demand Learning. Free Access.

Contact Center 120

Contact Center Education Coaching B2B 120

NobelBiz

APRIL 3, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. You guessed it; it’s money.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Customer Service Life

DECEMBER 18, 2018

How would you implement self-care initiatives into your contact center? Creating a Workplace Culture of Self-Care Starts With You Workshop . In this interactive workshop, individuals will: Complete a self-discovery exercise. The workshop is done with the team in person at your office location. I got you, my friend!

Contact Center 103

Contact Center Personalization Coaching Customer Service 103

ShepHyken

JANUARY 7, 2024

BONUS 6 Contact Center Automation Trends for 2024: Predictions from Cx Leaders by Madeline Jacobson (Tethr) Automation in the contact center isn’t new, but in 2024, we expect to see automated technologies taking on more routine processes and workflows than ever before. Connect with Shep on LinkedIn.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

NobelBiz

MARCH 21, 2023

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity.

Contact Center 52

Contact Center contact center solutions Call Center Best practices 52

Cisco - Contact Center

JANUARY 10, 2023

A virtual or onsite workshop is a valuable way to explore top-of-mind use-cases, toolsets, and to get a solid understanding of what is available to get started and drive alignment and momentum across teams. Contact Center/Ap Development/Unified Communications Readiness.

Banking 145

Banking Enterprise APIs Contact Center 145

ShepHyken

NOVEMBER 6, 2023

Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

ShepHyken

OCTOBER 23, 2023

Forward-thinking businesses have been leveraging conversational AI tools for years—not only to enhance the customer experience, but also to empower contact center agents with the resources they need to do so. My Comment: The future of the contact center is happening today! Connect with Shep on LinkedIn.

Customer Service 155

Customer Service Construction Contact Center Scripts 155

Unymira

OCTOBER 30, 2019

ICMI is always a great source of inspiration and fun and Contact Center Connections in Chicago was no exception. The conference opened on Monday October 28th with a series of workshops and tours throughout the day while the expo hall only kicked off in the afternoon with a fun opening day party.

Contact Center 60

Contact Center 60

Talkdesk

FEBRUARY 21, 2019

Years in the customer service industry as an agent, director and everything in between showed her how important wellness in contact centers is. Now, in addition to her position at NumberBarn, she hosts wellness workshops, where she tells busy professionals how and why they need to take better care of themselves. practice it.

Contact Center 73

Contact Center Coaching Customer Service Customer Experience 73

ShepHyken

OCTOBER 1, 2023

Dave Salisbury (Call Centre Helper) Here are 17 top tips for managing big changes well in the contact center. My Comment: Are you making changes in your contact center (or plan to)? Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 159

Customer Service Average Handle Time Contact Center Metrics 159

Avaya

JULY 31, 2019

Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. This is where AI becomes a source of both excitement and concern, with many executives scratching their heads as to what the real value of contact center AI is and how they can capitalize on it.

Contact Center 58

Contact Center Finance CRM Surveys 58

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Master-class Level Workshop. in the Montego AF Room of the Mirage Event Center.

Wireless 140

Wireless Analytics Education Enterprise 140

Aspect

MARCH 26, 2020

A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. Inundated with Inbound Calls. Your success is our success.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

Cisco - Contact Center

MAY 18, 2023

Seeing “ Let’s Go! ” in large letters, as the theme for Cisco Live US, reminds me of the soccer announcer’s “Gooooooooooaaaaaaaallllllllll” cry. This reminder excites me for the rest of Ted Lasso’s seas… Read more on Cisco Blogs

APIs 52

APIs 52

Fonolo

OCTOBER 26, 2022

Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. You’re dealing with high turnovers in contact centers, making it difficult to retain talent. Here’s the thing: call center agents have monotonous days. Do you give your agents enough #EmployeeAutonomy at your contact center?

Call Center 142

Call Center Abandon rate Education Contact Center 142

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Contact Center Pipeline

APRIL 11, 2018

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t.

Analytics 124

Analytics Call Center Contact Center Technology 124

Customer Service Life

NOVEMBER 5, 2018

Samantha (not her real name) sat across from me in our small contact center. Invite someone to come to your workplace to help open the doors, like a speaker, workshop facilitator or even a yoga or guided meditation expert. I’m not crying, you’re crying (at work). Photo cred: Ban.do. Ask for help.

Contact Center 107

Contact Center Feedback Customer Support Customer Service 107

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. How to Reduce Contact Center Costs AND Improve Customer Service.

Contact Center 57

Contact Center Education Call Center Customer retention 57

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important? Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL. SOCAP 2018 Quality Monitoring Workshop: June 13-14, Chicago, IL.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

CX Global Media

NOVEMBER 6, 2019

Thanks to Roger Lee of Gridspace for sharing his insight at Customer Contact Week. Roger is a long-time contact center industry veteran and a respected thought-leader. At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop.

Analytics 136

Analytics Contact Center Coaching Call Center 136

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. Customer Contact East, Ft. ICMI Contact Center Expo, Ft. Customer Contact Week , Nashville.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. Here are my top five picks from last week.

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

VHT

SEPTEMBER 20, 2018

That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend. CCW: Customer Contact Week – Austin, TX – Dates TBD. Website: [link].

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. SOCAP Wisconsin Chapter – Six Sigma White Belt Training Workshop April 12, Madison, WI. Attend workshops and sessions.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

HGS

MAY 27, 2015

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value. Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. Contact Center. Posted by Matthew Vallance. Wed, 05/27/2015 - 14:41.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Talkdesk

MAY 20, 2019

Last week, I attended ICMI’s yearly contact center expo in Fort Lauderdale, Florida. And two, because contact centers are at a particularly transformative point in their existence. As a newcomer to the contact center world, I was impressed with the strides the industry has made.

Contact Center 44

Contact Center Coaching Airlines Management 44

ShepHyken

JULY 17, 2023

In this article, the author asked Bing AI four questions, such as, “How should my contact center agents handle a conversation when the person’s been on hold for more than 10 minutes?” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156