Transparent BPO

AUGUST 13, 2019

When you equip agents with the training and tools needed to do their job well, they will reward you with service level metrics met and exceeded. Tap Into Generational Shifts As Gen Y (Millennials) and Gen Z (anyone born after 1997) become customers and agents, it pays contact centers to adapt their methodologies to improve performance.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

ChurnZero

APRIL 8, 2020

So how best do you go about developing customer advocacy in your organization? Creating customer advocates starts with building a customer-centric product that is laser-focused on both the customers’ needs and the customer experience. Gather and prioritize product feedback all in one place.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Long-term actions are based on the analytics results of customer feedback.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Customer Centric Support

SEPTEMBER 1, 2016

Typically when a change is made in a contact center environment, it is leadership reviewing a set of metrics, deciding on a course of action, and announced to the agents as “the new thing.” Most change should flow in the opposite direction. It should be channel for helpful feedback and building them up as objectives are achieved.

Customer Service 48

Customer Service Gamification Customer centricity Quality management 48

NobelBiz

JUNE 5, 2023

Utilize comprehensive CRM software that allows for easy monitoring, analysis, and reporting of lead generation metrics. Here are five valuable metrics we recommend you follow to reach your business goals: Connection rate Calls per Agent Conversion Rate First Call Close (FCC) Average Handle Time (AHT) 7.

Call Center 52

Call Center Scripts CRM Contact Center 52

aircall

FEBRUARY 1, 2021

Activities like gamification and healthy sales competitions help to inspire and motivate sales team members. Be open to feedback: Often, it’s your salespeople who come up with the best ideas for how to be more efficient and productive. Don’t make the mistake of allowing this valuable feedback to fall on deaf ears.

Best practices 62

Best practices Sales Call Center Coaching 62

ProProfs Blog

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Playvox

APRIL 27, 2023

Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Remember to keep it focused on key metrics.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Vistio

MAY 28, 2022

They acquired us and I learned a ton under that organization about how to be just incredibly customer-centric in everything we do. They can always look at the data, and the metrics, and understand what’s going on in their teams. A good operations team, and a good customer operations team is going to help with that as well.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

Balto

NOVEMBER 2, 2023

A contact center is considered successful if it’s customer-centric. In other words, every action and decision should directly contribute to higher customer satisfaction levels. Balto’s Instant Feedback Advantage Balto provides your agents with real-time feedback and helps them prevent mistakes from becoming habits.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

ClearAction

NOVEMBER 21, 2015

Silos are exhausting for customers and employees alike, causing distrust, low morale, and churn. After restructuring – which is essential to prevent cynicism from lipstick on a pig — add gamification to stimulate transformation from old habits to a new way of life. That way the feedback is about the customer.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

OctopusTech

SEPTEMBER 29, 2022

It includes recording customer data and information, preparing and organizing notes, connecting marketing and sales department, tracking customer interactions, sharing information with the higher departments, and many more. Smaller teams can work speedily. Smartly scale up your business. MailChimp.

Customer Service 62

Customer Service CRM Self service Analytics 62

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Balto

SEPTEMBER 12, 2023

In this guide, we delve into the driving factors behind customer experience evolution, how you can develop a customer-centric culture, make the most out of emerging AI (Artificial Intelligence) tech, and maintain customer trust and loyalty. Create a customer journey map and involve relevant departments and stakeholders.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52