Playvox

JANUARY 12, 2023

Remote and hybrid work are no longer hard-to-find benefits in customer support centers. 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. But does it have to?

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

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.

Quality management 78

Quality management Management Contact Center Coaching 78

UJET

JUNE 3, 2020

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. WFM and QM solutions can help optimize the support organization.

Management 82

Management call center professionals Quality management Feedback 82

UJET

JUNE 3, 2020

Use Workforce Management and Quality Management Solutions. Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. WFM and QM solutions can help optimize the support organization.

Management 72

Management call center professionals Quality management Feedback 72

Fonolo

NOVEMBER 22, 2022

Who Should Take Call Center Management Courses? Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more. More on Udemy’s Call/Contact Center Management Course ?.

Call Center 147

Call Center Management Benchmark Contact Center 147

Serenova

AUGUST 11, 2020

Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market category. A 2018 research study found that customers will pay up to 16% more for products and services they deem to provide a superior customer experience. Calm Composure.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Playvox

FEBRUARY 27, 2023

Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service.

Management 75

Management Schedule adherence Contact Center Coaching 75

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). Do more with less: automate where you can.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

ProProfs Blog

APRIL 21, 2020

Indeed, after knowing that about 91% of customers don’t complain after a bad customer experience but simply move on to your competitor’s product or service, you can become eager to know what’s on their mind. A positive brand experience is a win-win situation. But what about when the experience is negative?

Surveys 120

Surveys Customer Support Feedback Advertising 120

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Hodusoft

JUNE 17, 2021

Customer support. Organizations that understand this plural nature, stay agile, and create a consistently positive customer experience will prosper and move forward. . Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. As a customer service center leader, improving the efficiency of your customer service center is always the top priority.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Serenova

AUGUST 11, 2020

Improving customer experience is a stated priority for nearly all businesses, large and small, spanning geographies and every conceivable market category. A 2018 research study found that customers will pay up to 16% more for products and services they deem to provide a superior customer experience. Calm Composure.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

CSM Magazine

MARCH 13, 2022

According to the findings , most companies (89%) in the UK and island of Ireland believe customer experience is an intrinsic part of their brand and it’s everyone’s responsibility to uphold within the organisation. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Playvox

APRIL 4, 2023

Not only are they bad for business, but they’re also bad for customer support center employees themselves. That’s why, when managers see an employee struggling to deliver the right customer experience, they should take an empathetic approach to discover what might be wrong under the surface.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

CSM Magazine

FEBRUARY 23, 2021

Achieving 30% year-on-year sales growth, Calabrio International has welcomed more than 150 new customers, with the UK adding a third of those from a wide range of industries including many online challenger businesses. In addition, Calabrio has made strategic new appointments to build its customer support network.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

Enghouse Interactive

JULY 7, 2020

With easy access, they can be geographically deployed, facilitating the delivery of “follow the sun” customer support. As previously noted, people have become very adept at dealing with online support as their first point of contact…and most prefer it. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

JustCall

MARCH 7, 2023

Customer support is the backbone of every customer-facing business, and your growth relies heavily on your ability to satisfy and retain your customers. But meeting the increasing expectations of your customers is a challenge. And the only way to succeed is through an effective contact center management system.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

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

Enghouse Interactive

SEPTEMBER 1, 2020

Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. We’ll explore this more in our upcoming blog series on AI-Enhanced Customer Experience. . Proper categorization, indexation and cross-referencing of all documentation can help deflect over 60% of customer support inquiries.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

FEBRUARY 21, 2018

Peter Abah is the Head of Customer Support at Hotels.ng. as the head of customer support and resides Lagos, Nigeria. Craig Borowski is a Content Analyst at Software Advice , covering changing trends in the SMB market, with a focus on CRM, customer service and digital (and offline) customer experience strategy.

call center software 210

call center software Call Center Contact Center Analytics 210

Serenova

OCTOBER 7, 2020

While some customer experience (CX) organizations may have had the necessary contingency plans, IT resources, and infrastructure flexibility they needed already in place, most haven’t been so lucky. Don’t micro-manage agents. Macro-manage the customer experience. Give agents structure and agency.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Enghouse Interactive

JUNE 11, 2021

If successful, your organization will be able to deliver the best possible customer experience. To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. This new reality has a significant impact on what customers want and how they want it. The Upside? Transformation.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

ijgolding

NOVEMBER 3, 2016

A few months ago we kicked off some research based on the 6 key customer experience elements referred to as the 6 Ps principles. From the initial discussions conducted with some of the Customer Experience practitioners across a range of industries including, finance, insurance, retail and utilities.

CRM 68

CRM Technical Support Finance Government 68

Enghouse Interactive

JULY 29, 2021

Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. Call Recorders Can Save You from Disaster. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 96

Scripts Contact Center Benchmark CRM 96

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. Make use of unified customer views and data collations to achieve this.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Enghouse Interactive

OCTOBER 21, 2020

As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. and that each customer interaction will take longer and be more involved because the self-service offering will take care of the routine customer inquiries.

Self service 76

Self service Contact Center Benchmark Chatbots 76

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Real-time Customer Support Management.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Enghouse Interactive

OCTOBER 27, 2021

Organizations are increasingly revisiting their operational investments with a focus on improving the customer experience (CX), hoping to minimize churn, grow revenue, and better position upsell and cross-sell initiatives while resolving specific customer issues, and meeting emerging needs.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

JUNE 24, 2021

With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX). It’s helping them become more customer-centric, increasing their overall responsiveness, and by extension, their success. Download the ContactBabel Report Now:

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Real-time Customer Support Management.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Enghouse Interactive

OCTOBER 13, 2020

Understanding Why Transforms the Customer Experience. But right now, this is still best done in support of agents, who can make the final decision of what to say to the customer and how. Help make sure your organization delivers the customer experience that exceeds their expectations.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Playvox

MARCH 27, 2023

These 10 strategies will help you boost productivity, improve operational efficiency , and enhance customer engagement, so you can achieve your goals and promote growth. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1. This approach saves time for the agent and enhances the customer experience.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74