ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. How do you keep your loyal customers? How do you keep your loyal customers? This is followed by three trends from the Salesforce State of Service research and five takeaways.

Customer Service 120

Customer Service Contact Center Self service Consulting 120

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme. Here are my top five picks from last week.

Customer Service 167

Customer Service Customer retention Engineering Self service 167

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

Customer Service 120

Customer Service Consulting Consulting Customer Experience 120

OctopusTech

APRIL 18, 2024

Learning how to improve customer engagement in a call center is significant in this competitive market. Talking to customers is not enough; it is about making those conversations beneficial and considering every customer’s requirements and expectations. Call center worker accompanied by her team.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. You might also be interested in these posts: 5 key trends that are impacting call recording in 2020. Published on: October 02, 2020.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Indicators of Fraud on Inbound Calls That Agents Can Recognize.

Call Center 345

Call Center Banking Accountability Engineering 345

Eptica

NOVEMBER 11, 2021

Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Author: Pauline Ashenden - Demand Generation Manager The past eighteen months have created enormous challenges for organisations in general, and customer service in particular.

Customer Service 125

Customer Service Best practices Marketing Management 125

Eptica

OCTOBER 16, 2020

Optimising Contact Centres. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. Guest Post: Emotive CX for Customer Interaction. 5 key trends that are impacting call recording in 2020.

Best practices 113

Best practices Cloud contact Marketing Management 113

Callminer

APRIL 30, 2018

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business. There may be other departments involved too.

Analytics 159

Analytics Self service Sales Customer Care 159

Call Design

MAY 10, 2022

With real time automation you can improve efficiency and create a better customer experience for both customers and staff. The software connects to both your contact centre platform and your workforce management system enabling it to monitor queues and update schedules with changes in real time. Cost Savings!

Customer Experience 78

Customer Experience Management 78

Select VoiceCom Blog

MARCH 1, 2023

With customers worldwide becoming more and more tech-savvy every year, companies are looking for ways to become more reachable, ensuring that their market sees them as dependable brands that can keep up with their demands. Besides availability, customers consider channels in deducing “good customer service.”

Customer Service 52

Customer Service Self service Wait times Chatbots 52

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. We will continue to update this contact-center-centric resource as new information becomes available.

Contact Center 221

Contact Center CCNG Best practices Government 221

Call Design

FEBRUARY 11, 2021

Rapid changes to operating models and sales channels have seen many companies build out their contact centres with new staff, while others have moved some of their retail staff to phone, chat, or messaging channels. A big problem for all contact centres has been how to retain staff and reduce attrition. the annual salary.

Self service 103

Self service Consulting Consulting Analytics 103

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Published on: September 09, 2020. Share this page on: Tweet.

Quality management 74

Quality management Analytics Technology Marketing 74

Hodusoft

SEPTEMBER 27, 2023

HoduSoft Honored with Omnichannel Contact Centre Excellence Award In today’s technologically advanced world of customer service and contact center solutions, companies that emphasize innovation and excellence are gaining a lot of success.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response Contact Center 52

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Peter Mann. Brett Prentiss.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Taylor Reach Group

MAY 19, 2021

As an example, we all know how important customer service and customer experience is and for those situations I would say yes, just being ‘Good’ is not good enough as customers expect more and more. My client agreed with all the points that I was making but then said that they do not measure First Contact Resolution.

CRM 169

CRM Metrics Consulting Consulting 169

CSM Magazine

APRIL 25, 2023

Now in its 20 th year ContactBabel’s 2023 UK Contact Centre DMG highlighted the highest ever average speed to answer and call abandonment rates. This change has been mirrored in the increased number of automated and self-service payment options now available for contact centres, online and remote sales operations.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Self service Chatbots 52

Call Design

JULY 14, 2021

Over the past two decades, many Australian organisations have formed a large dependency on offshore contact centres mostly due to the fact that staffing costs are significantly lower than hiring staff in Australia. In this blog we look at why some contact centres are coming home and what market factors are driving the shift.

outsourcing 78

outsourcing Technology Customer Service Marketing 78

CSM Magazine

OCTOBER 24, 2022

IRIS Audio Technologies appoints Neil Titcomb as SVP Global Sales as part of global strategy to eliminate background noise in call centres. Neil will also be presenting at this year’s Call and Contact Centre Expo. ” To find out more about IRIS Clarity, visit the website here.

Sales 52

Sales Technology SaaS Analytics 52

Call Design

AUGUST 9, 2021

The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful. Attempts to automate phone-based customer interactions have been around for decades. Attempts to automate phone-based customer interactions have been around for decades. The Genesis of Automation and IVR.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

Call Design

AUGUST 2, 2021

This has become a widely adopted trend in the industry. However, while integration across different parts of a solution is crucial to a contact centre’s performance, the value in pushing the boundaries of the ‘possible’ by employing best-of-breed technologies in each separate area appears to be taking a back seat.

Technology 78

Technology Marketing Management Employee engagement 78

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

Customer Service 98

Customer Service Chatbots Customer Care B2B 98

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Eptica

SEPTEMBER 3, 2020

Date: Thursday, September 3, 2020 Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive Turning a crisis into an opportunity: greener and more sustainable contact centres. Research from Exony found that staff commuting to and from UK's call centres generate an annual 1.3

Marketing 74

Marketing Customer Experience Customer Service 74

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. Silly me I’m just a lowly cost centre!!! You have data.

Customer Support 83

Customer Support Banking First call resolution Self service 83

CSM Magazine

NOVEMBER 23, 2021

New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead. Hybrid working, The Great Resignation and Digital transformation are buzz terms that swarmed the contact centre industry in 2021.

Journey mapping 52

Journey mapping Metrics Analytics Education 52

Spearline

SEPTEMBER 22, 2020

Many customers usually pick up the phone when they have a pressing, emotional issue to resolve. Yet connectivity and audio connection issues sometimes can often make a difficult situation for the customer even worse. It can easily cause customer churn and then further ruin brand reputation. It’s a smarter way of working.

Customer Experience 98

Customer Experience Call Center Technology Management 98

Infinity

FEBRUARY 23, 2022

As people adjusted to lockdowns, nesting mode took centre stage for people. Re-decorating, re-furnishing and modernising personal spaces with the purchasing of homeware, home goods, home working essentials or decor, became a new trend. Customers have grown accustomed to shopping online. Considering the contact centre.

Analytics 52

Analytics Upselling Sales Marketing 52

Infinity

AUGUST 9, 2021

In an increasingly competitive world, it has become more important than ever to provide outstanding customer service. What if you could reduce your average call handling time (AHT), significantly ramp up your phone agents to drive more successful outcomes, and turn those make-or-break conversations into satisfied customers?

Analytics 52

Analytics Scripts Upselling CRM 52

Select VoiceCom Blog

OCTOBER 3, 2022

It has become a commodity for many businesses because of how much it can predict trends and identify opportunities, which brands can use to improve their business processes to stay ahead of the competition. While there are multiple data types, one that companies can leverage is customer data. What is Customer Data?

Personalization 52

Personalization Accountability Business Process Outsourcing Engineering 52

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? You may be asking what Pi has to do with customer data analytics in contact centres? So, why don’t we think the same when it comes to analyzing customer data? International Pi (π) Day is held every year on March 14.

Analytics 52

Analytics Coaching Finance Upselling 52

CSM Magazine

APRIL 13, 2022

In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. . Flexible working practices, growing customer demands and a fast-changing competitive landscape are all taking their toll.

Analytics 59

Analytics Coaching Best practices Technology 59

CSM Magazine

JUNE 1, 2021

New study points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic. Over the past year, Canadian contact centres have been stretched like no other time in our history” says CSPN Partner, David Singh. Another 49.7%

Surveys 52

Surveys SaaS Coaching Employee engagement 52

Enghouse Interactive

MAY 28, 2021

For Housing Associations, customer service is key to success – it is essential to keep customers happy and make it very easy for them to communicate with the organisation. Previously, customer contact has often been limited to office and telephone interactions. The switch to a hybrid/blended contact model.

Customer Service 119

Customer Service Self service Government Banking 119