BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Get Creative and Reward Team Achievements.

Contact Center 62

Contact Center Morale Gamification Transportation 62

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

CSM Magazine

SEPTEMBER 8, 2023

There are of course some brands who have this as a priority – and proactively keep the energy and morale high and truly reward their agents. But these efforts are often minimised by poor quality headphones, incomplete call transcriptions, and clunky systems that all negatively impact mental wellbeing and productivity.

Average Handle Time 59

Average Handle Time Outbound sales Morale Wait times 59

BlueOcean

FEBRUARY 25, 2019

It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. Your agents need to know what’s going on so they feel empowered to make decisions that wow the customer.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

BlueOcean

DECEMBER 17, 2018

The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism. Giving your teams a creative mission to embrace may help combat a low morale. Read this next!

Contact Center 54

Contact Center Morale outsourcing Gamification 54

Comm100

DECEMBER 19, 2017

[Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Defining metrics and key performance indicators. Create a framework to outline priorities.

Customer Experience 117

Customer Experience Morale Journey mapping Customer centricity 117

CX Global Media

JULY 12, 2019

Bill White Executive Director – Customer Care, ???Stuller, In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. Bill’s current assignment is heading up the Customer Care team for the leading US manufacturer of fine jewelry, Stuller. Stuller, Inc.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Comm100

DECEMBER 14, 2017

[Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Clearly defined metrics need to be selected upfront to ensure that the measurement is relevant.

Customer Experience 94

Customer Experience Metrics Morale Feedback 94

Natalie Petouhof

SEPTEMBER 12, 2018

But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Step 1: Focus AI on Metrics that Matter. Increase agent productivity, morale, retention (reduce attrition costs). Improve CSAT, NPS, customer lifetime value (CLV)….

Customer Service 89

Customer Service Self service Average Handle Time CRM 89

InGenius

MARCH 26, 2020

This time they previously spent in transit can be turned back into time spent with loved ones or hobbies and interests, which goes a long way to improving the morale of your agents. Removing the need for your agents to commute to a centralized location gives them back their commute time. Comfortable environment.

Contact Center 93

Contact Center Management Call Logging CRM 93

GetFeedback

JANUARY 27, 2020

With a solid VoC program, your company can: Improve customer experience and exceed customer expectations. Evolve company culture and boost employee morale. . ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. First things first, though.

Feedback 88

Feedback Surveys Journey mapping Metrics 88

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

NobelBiz

MAY 10, 2022

Furthermore, integrating technologies that automate operations such as call wrapping saves agents time, letting them focus on customer care rather than unpleasant administrative work. This also enables your customer care staff to give higher-quality service, which increases customer happiness.

Call Center 52

Call Center Interactive Voice Response Contact Center contact center solutions 52

Connecting the Dots

SEPTEMBER 7, 2020

The stuff includes constrained empowerment, poor tools, or pressure to get off the phone without fully handling or explaining the issue and without educating or connecting with at least some of the customers. Metrics to enhance success and prevention. Total employees at risk from major problems.

Surveys 62

Surveys Education Calibration Contact Center 62

delighted

SEPTEMBER 20, 2019

Flash forward to today’s tech-driven self-service economy and 70% of customers expect to be able to “help themselves” on a company’s website or application. Even if they have a problem with a product, 50% expect to find troubleshooting help online instead of contacting customer care. Fewer repeat calls.

Customer Experience 45

Customer Experience Customer Service Surveys Self service 45

Fonolo

AUGUST 29, 2019

Replacing hold-time with a call-back is a no-brainer: It eliminates something that customers universally dislike, while lowering abandon rates. It has added side of improving agent morale, because callers that have not waited on hold are often more agreeable when they reach an agent.”. Learn more about Shai and Fonolo here and here.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

TLC Associates

JUNE 20, 2019

Start with previous customer service metrics. Outsourced customer care can connect you with offshore and nearshore agents who grasp your customers’ challenges and are prepared to resolve their issues. Their morale has an impact on your retention rates and overall quality of customer resolutions.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

OctopusTech

JUNE 8, 2022

Virtual queuing works in the following ways: Customers first contact you Your IVR will pick up that call and if no agents are available at that time, it will place the call in a virtual queue If the customer hangs up the call, the customer care team calls them again when they are available. Workflow operations automation.

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth.

Call Center 140

Call Center call center software outsourcing Coaching 140

NobelBiz

APRIL 18, 2022

Additionally, knowing that these recordings are available in case of emergency decreases agent stress and boosts morale. Furthermore, integrating technologies to automate operations such as call wrap saves agents time, allowing them to focus on customer care rather than tiresome administrative chores.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Connecting the Dots

SEPTEMBER 9, 2019

The stuff includes constrained empowerment, poor tools, or pressure to get off the phone without fully handling or explaining the issue and without educating or connecting with at least some of the customers. Metrics to enhance success and prevention. Total employees at risk from major problems.

Surveys 48

Surveys Education Calibration Contact Center 48