Comm100

NOVEMBER 30, 2017

So you’ve decided to move your customer service team into the 21st century, getting them ready to chat for the first time. Because of this, it’s important to back up systems training with training focused on the customer experience of your live chat customers, helping your agents to understand the service impacts of your new channel.

Customer Service 41

Customer Service Scripts Morale Wait times 41

Playvox

FEBRUARY 13, 2023

Three Vital Layers Of Quality Management QM is far more than just reviewing customer interactions for areas of concern. It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. But what’s the real value of a loyal customer? of revenue.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Fonolo

NOVEMBER 8, 2017

Read the success story to learn how they reduced abandon rates by 62% , alleviated caller frustration, and increased agent morale. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate. Decrease Handle Time.

Abandon rate 70

Abandon rate Call Center Morale Abandon Call 70

TeamSupport

AUGUST 24, 2018

This is especially true in a communication dominant field such as customer service where two conversations can be drastically different, yet still have the potential to hold the same value in a spreadsheet. With all of this said, here are the top 3 most misleading customer service statistics….

Customer Service 40

Customer Service Morale Metrics B2B 40

CSM Magazine

APRIL 15, 2021

How do technologies such as the cloud, long considered an emerging part of the modern customer service experience, become increasingly vital for ‘agile resilience’? Finally, gamification must be motivational, offering badges for the winners to share their brand story successes – and learning – with others while boosting morale.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. 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.

Customer Experience 114

Customer Experience Morale Journey mapping Customer centricity 114

Noble Systems

JULY 24, 2020

Analytics refers to the use of automatic methods to analyze contacts and gain intelligence that you can apply to improve your contact programs and customer service. GAMIFICATION & COLLECTOR ENGAGEMENT to Create Happier Employees – and Happier Customers.

Call Center 87

Call Center Technology Gamification Analytics 87

Babelforce

JANUARY 26, 2021

We’ve already mentioned customer happiness. Maintaining the morale of your customers keeps them loyal for a long time. As a result, you can achieve better customer retention that keeps your company profitable. A blended contact center has fewer customers calling in either of the single-direction contact centers.

Contact Center 52

Contact Center Average Handle Time CRM Interactive Voice Response 52

TeamSupport

JUNE 14, 2019

Although some channels like self-service take time to create and set up, they enable you to provide a form of 24/7 support without breaking the bank. Click here to download our eBook on self-service to learn more about the value of the solution for customers!

Customer Support 75

Customer Support Self service Morale Banking 75

Fonolo

APRIL 25, 2018

Whether a department or company is looking to maintain high morale and employee retention, or looking for creative ideas to increase customer satisfaction, a corporate culture that fosters strong professional relationships amongst colleagues is one that is ahead of the curve. What’s Inside: Pain Points Across the Customer Journey.

Call Center 59

Call Center Morale Contact Center Personalization 59

Fonolo

SEPTEMBER 2, 2015

With Fonolo’s call-back solution we saw a reduction in our abandon rate, an increase in member satisfaction and an upsurge in agent morale! Vice President, Digital Member Services. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how you can build a business case for call-backs.

Service level 64

Service level Abandon rate Morale Call Center 64

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Experience 90

Customer Experience Metrics Morale Feedback 90

teleopti

AUGUST 23, 2019

It’s time to get the balance right to maintain a happy, healthy workforce that delivers outstanding levels of customer service efficiently and cost-effectively. Contact centres looking to elevate their status, boost agent morale and performance should encourage agents to share best-practice across the organization.

Coaching 63

Coaching Morale Best practices Contact Center 63

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. His area provided investment guidance and customer service to customers worldwide.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

Fonolo

SEPTEMBER 26, 2017

Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale. If you want a quantitative example of this, download our free eBook The ROI of Call-Backs for Your Call Center. VPs & Directors of Customer Experience.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Comm100

APRIL 24, 2018

As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way. Learning and training are at the heart of teams who are united in vision, strive for excellence and deliver the best customer experiences. Why is that? Firstly, people learn in different ways.

Education 48

Education Customer Service Morale Customer Experience 48

Playvox

JANUARY 11, 2024

As customer interactions and support have become more complex, and contact centers provide omnichannel support, call center leaders need a better way to maximize agent performance, gain operational efficiencies, and deliver an outstanding customer service experience.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Babelforce

DECEMBER 2, 2021

Of course, there may be “sub-benefits” – such as improving customer loyalty, retention, and value – yet these all lead in one direction; financial gain. Some will argue the moral case of providing better experiences. Service focuses only on conversations between customers and support teams.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

Playvox

JULY 14, 2023

The quality of customer service and support can also have an impact on the productivity of a contact center. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction. Make sure the acknowledgment is substantial.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Comm100

OCTOBER 23, 2017

Out of the office, your hardworking customer service agents may be caught up in the Halloween scramble. But in the office, they are working tirelessly to bring satisfaction and happiness to your valued customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Morale 11

Morale Customer Service Management Construction 11

Comm100

NOVEMBER 21, 2017

Technical support and customer service is not a picnic. 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. Let us know in the comments below!

Morale 0

Morale Surveys Feedback Technical Support 0

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Morale 124

Morale Customer Service Scripts Personalization 124

Infinity

DECEMBER 16, 2021

Businesses today have become heavily reliant on technology and a study by Forbes argues that, for customers, it can often feel like businesses are "hiding behind bad customer service technology" and that there too often no human is available when only a human can help. So, what are retailers missing? Key Takeaways.

Customer Experience 52

Customer Experience Analytics B2C First call resolution 52

Comm100

OCTOBER 30, 2017

We’d love to hear what your go-to gift is for your customers this year! 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.

Morale 83

Morale Personalization Customer Service Accountability 83

SharpenCX

MARCH 10, 2020

Stop me if you’ve heard this story before: You start your job as a new customer service agent at your company. You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. And, more importantly, how do you build a team of successful customer service agents?

Call Center 67

Call Center Management Coaching Metrics 67

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Call center KPIs give insight into your agents’ interactions with customers. Often, customers will hang up before even reaching an agent.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 42

Customer Service Average Handle Time Benchmark Personalization 42

Comm100

JANUARY 11, 2018

This first-hand information is the best tool possible for learning not only where you need to improve, but also where you are doing well — and that positive feedback is fantastic when shared with agents to help boost their morale. The customer service representative was knowledgeable and well trained. Unsatisfactory.

Call Center 41

Call Center Surveys Feedback Morale 41

Comm100

JUNE 26, 2018

Many companies have now started to realize that excellent customer service is essential to the success of the business. 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.

Coaching 42

Coaching Feedback Morale Accountability 42

Comm100

JANUARY 25, 2018

After all, they are your own personal internal customers. Perhaps you have been losing employees recently, or you are noticing that the morale they once had is slowly diminishing for no apparent reason. Free Download] Improve Your Customer Experience: An Action Plan for CX Success. Download Now.

Surveys 41

Surveys Feedback Morale Employee engagement 41

Comm100

NOVEMBER 3, 2017

Someone who is going to work with social media customer service is going to need different training than legal, legal is going to need different training than corporate, etc. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. Social Media Training Options.

Marketing 45

Marketing Accountability Customer Service Feedback 45

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Comm100

NOVEMBER 14, 2017

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Service 43

Customer Service Morale Education Call Center 43

Solvvy

JULY 8, 2022

Understanding Customer Satisfaction’s Impact on Your Business. The most successful businesses know customer satisfaction is more than a feel good, morale-boosting accomplishment. Calculating a CSAT for customer service can provide a baseline for customer satisfaction with your support team.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Download Free.

Customer Service 46

Customer Service Customer Care Morale Marketing 46

Comm100

DECEMBER 12, 2017

Here is a framework you can use to manage the quality of your customer experience. 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.

Customer Experience 42

Customer Experience Quality management Morale Customer centricity 42

Comm100

OCTOBER 30, 2017

Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. 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.

Best practices 44

Best practices Contact Center Management outsourcing 44