Fonolo

APRIL 5, 2022

They must set strong examples of teamwork, work ethic, company values, and of course: customer service. The cost of investing in the wrong leader is exorbitant– call center attrition and customer dissatisfaction are sure to increase if you do. Easier said than done, right? Why Investing in the Right Leader is Critical.

Call Center 99

Call Center Contact Center Gamification Construction 99

Callminer

OCTOBER 3, 2019

Of course, there’s more to being a good employee than simply showing up for work on time and not talking back. One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. So, a service-focused culture becomes critically important for these organizations.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. I started working in customer service when I was in college. Here you are in customer service still to this day. Yeah, absolutely.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Call Center Pros

NOVEMBER 12, 2018

Well, apparently it is not, judging by the frequency with which companies have a customer service strategy that forces its agents to treat everyone based on the same template, the same speech, and the same rules… We are in times when customers are empowered. The landscape of customer service is drastically changing.

Customer Experience 69

Customer Experience Scripts Morale Personalization 69

Solvvy

JULY 19, 2021

Think about all the time you spend recruiting, onboarding and training your customer service team. Unfortunately, customer support teams tend to have very high attrition rates. The average annual turnover rate for customer service agents at call centers in the U.S. Excess Time in Onboarding & Training.

Customer Support 62

Customer Support Chatbots Morale Scripts 62

aircall

JANUARY 3, 2018

The answers will be apparent from a high level, and you’ll be able to plan your course-of-action appropriately. Newly trained representatives, as well as support-veterans, aren’t immune from slumps in productivity and morale. This should be enough time to sufficiently practice any new scripts or study-up on new features.

Coaching 86

Coaching Morale Analytics Benchmark 86

SharpenCX

OCTOBER 8, 2019

There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It’s time to use it. We’re here to help. Employee Engagement.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

aircall

JANUARY 3, 2018

The answers will be apparent from a high level, and you’ll be able to plan your course-of-action appropriately. Newly trained representatives, as well as support-veterans, aren’t immune from slumps in productivity and morale. This should be enough time to sufficiently practice any new scripts or study-up on new features.

Coaching 81

Coaching Morale Analytics Benchmark 81

Enghouse Interactive

JULY 7, 2021

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

SharpenCX

OCTOBER 8, 2019

There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It’s time to use it. We’re here to help. Employee Engagement.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

aircall

MARCH 6, 2018

Recognizing your current agents’ individual strengths and skill sets is the first step toward taking your customer service from “surviving” to “sustained success.”. The system you choose is based on the nature of your product/services and the types of customer inquiries you receive.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

aircall

MARCH 6, 2018

Recognizing your current agents’ individual strengths and skill sets is the first step toward taking your customer service from “surviving” to “sustained success.”. The system you choose is based on the nature of your product/services and the types of customer inquiries you receive.

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Mastering real-time management in the call center environment enables supervisors to optimize customer service delivery, enhance agent performance, and drive operational excellence. Utilize the right tools.

Call Center 52

Call Center Coaching Contact Center Metrics 52

aircall

JANUARY 3, 2018

The answers will be apparent from a high level, and you’ll be able to plan your course-of-action appropriately. Newly trained representatives, as well as support-veterans, aren’t immune from slumps in productivity and morale. This should be enough time to sufficiently practice any new scripts or study-up on new features.

Coaching 48

Coaching Morale Analytics Benchmark 48

Dialer 360

JUNE 19, 2018

Improving customer service is of key interest for all types of businesses and call center. As indicated by an investigation by Customer Insight Group, Inc., Furthermore, organizations are executing exercises that would enhance customer service. Stay Focused- Ideas For Improving Customer Service.

Customer Service 20

Customer Service Call Center Coaching Contact Center 20

Enghouse Interactive

NOVEMBER 27, 2020

Over the past few years’ customer service has undergone a huge transformation. It has never been more important to winning and retaining customers, with more demanding consumers asking more queries , across more channels than ever before. Quite often super agents will have to deviate from the script or standard process.

Self service 58

Self service Benchmark Scripts Best practices 58

aircall

MARCH 6, 2018

Recognizing your current agents’ individual strengths and skill sets is the first step toward taking your customer service from “surviving” to “sustained success.”. The system you choose is based on the nature of your product/services and the types of customer inquiries you receive.

Interactive Voice Response 48

Interactive Voice Response Morale Construction Technical Support 48

ProProfs Blog

DECEMBER 23, 2019

They will go above and beyond so that their employees do what it takes to ensure that the customers are always happy and satisfied. Of course, they do. The degree to which employees within the business are empowered can actually determine the success of building a customer centric organization. But that is not where it ends.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Predictive analysis of an agent’s performance is achieved by establishing patterns to capture good and poor agent performance in order to gauge an agent’s level of customer service. This is an effective means to slowing turn around and improving productivity by boasting morale.

call center workforce 54

call center workforce Call Center Technology Management 54

CSM Magazine

APRIL 25, 2022

Of course, this has had a negative effect on customer experience for many companies. How many times have you called into a contact center and felt like the other person on the end of the line was reading from a script? Too many constrictions are bad for employee morale.

Scripts 52

Scripts Morale Banking Contact Center 52

ProProfs Blog

AUGUST 21, 2020

We all have seen how sales professionals are always ready to recite their sales scripts that they have learned by heart over time. In such a case, the customer is bound to feel that this interaction is more focused on attaining a sales target than it is about them. Watch this video : How to create a course in less than 5 minutes. .

Sales 158

Sales Morale Personalization Scripts 158

Comm100

OCTOBER 30, 2017

Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately. How can I fix it?

Best practices 45

Best practices Contact Center Management outsourcing 45