Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

CSM Magazine

MAY 9, 2024

Is your organisation leveraging the latest technology to deliver outstanding customer experiences? In a recent panel discussion hosted at our Disrupt event in London , a group of industry experts explored how emerging tools and platforms are empowering companies to elevate their customer service to new heights.

Technology 52

Technology Customer Service CRM Best practices 52

Call Design

OCTOBER 6, 2020

Since the customer is king, contact centres need to double their efforts to resolve customer service calls more efficiently and quickly. Whether you are implementing new training, new technology or more communication channels, it’s essential to be prepared to solve a customer problem quickly.

Customer Service 148

Customer Service Self service Quality management Wait times 148

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? This means fewer – but higher quality- evaluations. The post What is Quality Management Analytics?

Quality management 55

Quality management Analytics Management Coaching 55

Customer Centric Support

JULY 18, 2017

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. Clearly, not all Quality Management programs are created equal. How much better is that!?

Quality management 61

Quality management Management Coaching Calibration 61

Monet Software

JULY 18, 2018

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Aligning these efforts toward specific performance goals will keep service from sagging. So why not make it a point to score those for quality management?

Quality management 48

Quality management Management Upselling Contact Center 48

Monet Software

JULY 31, 2018

But quality management (QM) can – and the formula is a surprisingly simple one: Call Recording + Speech Analytics = Quality Management Why are more contact centers not aware of this? Perhaps they haven’t changed their approach to quality management for more than a decade. Normal.dotm.

Quality management 48

Quality management Management Analytics Contact Center 48

8x8

AUGUST 7, 2017

This post is the first of a three-part series that will help your company improve quality management in the contact center, leading to improved customer experience and satisfaction. Below are some tips to building an effective quality management program: Modernize the evaluation form.

Quality management 48

Quality management Management Contact Center Upselling 48

Global Response

MARCH 18, 2022

How to improve the customer experience in your call center. When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience?

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CSM Magazine

FEBRUARY 7, 2023

This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Win the Customer

JANUARY 11, 2016

Continuous improvement is a key characteristic of the most successful customer experience. Successful service organizations realize that no service initiative is perfect and have a framework in place to capture results and analyze them for potential improvement towards better customer experiences.

Customer Experience 94

Customer Experience Quality management Customer Service Management 94

Verint

DECEMBER 15, 2017

The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead. contact center industry.

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Quality management Call Logging Management Employee engagement 29

Contact Center Pipeline

FEBRUARY 1, 2018

When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.

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Customer Service Customer Experience Quality management Contact Center 246

Brad Cleveland Blog

MARCH 15, 2024

Establish the right quality standards for your organization, and you’ll see great things happen. In … Continue reading → The post The Enablers: 3 Essentials for High-Quality Customer Service appeared first on Brad Cleveland.

Customer Service 39

Customer Service Management Quality management Contact Center 39

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Experience 92

Customer Experience Metrics Morale Feedback 92

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Playvox

MARCH 12, 2024

When agents are motivated by a sense of purpose, they are more likely to remain committed to their role, resulting in reduced turnover and a more consistent, high-quality customer experience. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. About Calabrio.

Coaching 52

Coaching Gamification Customer Service Quality management 52

Customer Service Life

MAY 15, 2017

At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better. This image recognition technology is something we’re going to see more of in customer service.

Technology 74

Technology Customer Service Contact Center CRM 74

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

Brad Cleveland Blog

NOVEMBER 10, 2022

They devote their attention to eliminating what makes customers unhappy in the first place. Of course, glitches will still happen, and the … Continue reading → The post Great customer experiences happen by design? appeared first on Brad Cleveland.

Customer Experience 51

Customer Experience Customer centricity Quality management Contact Center 51

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Serenova

OCTOBER 24, 2019

We frequently write about customer experience as a key competitive differentiator. In fact, according to industry data—and anecdotal evidence from the contact center leaders we talk to every day—consumer expectations and the service levels they demand are only increasing. Amazon Flushes Customer Service Down the Toilet.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

ShepHyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated.

Customer Service 32

Customer Service Contact Center outsourcing Customer centricity 32

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. Conversely, if employees don’t feel engaged, appreciated, and respected, your organization – and customers – can be at risk.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. A good quality management program should help empower agents — not just supervise them.

Gamification 79

Gamification Contact Center Coaching Quality management 79

8x8

MAY 23, 2018

This blog post is part of a series focusing on improving the customer experiences. . A software application will only get you so far when building an effective customer engagement management strategy. But technology will only get you so far in your quest to provide great customer service. Tim Richter.

Customer Service 48

Customer Service Scripts Coaching Contact Center 48

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Leading CX centers rely on world-class quality management and workforce management technologies to provide excellent service and support while improving efficiency and reducing costs.

Quality management 69

Quality management Coaching Contact Center Metrics 69

Spearline

OCTOBER 7, 2020

Time is of the essence, and your customers always want a quick call with no interruptions. So what happens when your customers experience extreme delays increasing the conversational challenge? You want to make sure the quality of the call is high and is valuable in giving the customer the best experience possible.

Customer Experience 52

Customer Experience Abandon rate Call flow Quality management 52

Brad Cleveland Blog

MARCH 18, 2024

Establish the right quality standards for your organization, and you’ll see great things happen. In … Continue reading → The post The Enablers: 3 Essentials for High-Quality Customer Service appeared first on Brad Cleveland.

Customer Service 26

Customer Service Management Quality management Contact Center 26

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

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Quality management Management Contact Center Coaching 78