Interactions

MAY 7, 2020

Long wait times and unanswered calls increases customer dissatisfaction in an already frustrating situation. As a “new normal” settles upon us, companies are considering deploying additional technology to ensure that customers can effectively and efficiently continue to engage with them. Doing it yourself versus hiring the experts.

Wait times 71

Wait times Technology Enterprise Contact Center 71

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. But what if you could turn your customer service contact center from cost to profit?

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

bold360 Blog

JANUARY 31, 2019

But one thing SMBs can do to beat the behemoths is compete on customer experience—and AI chatbots are a great way to do it. Traditionally, when it comes to meeting the changes in demand, smaller businesses either have to scramble to recruit, hire, and train temporary employees, or subject customers to long wait times and frustration.

Chatbots 40

Chatbots Wait times Feedback Accountability 40

bold360 Blog

APRIL 3, 2019

Chances are there are other factors that are just as important , or more so —things like feeling empowered to make an impact , having the right tools and support to be successful , and not feeling constantly pressured or under the gun. Support Swarming. C ustomer service agents feel that way too. .

First call resolution 40

First call resolution Coaching Customer Experience Technology 40

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Historic Call Center & Customer Experience Trends. We had to listen.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4%

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

Kayako

DECEMBER 3, 2015

You’ve been hired as a customer service manager, tasked with delivering great customer service. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that customer feedback helps build a better product. Ask for the close!

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. Do they give customers line of sight to an optimum decision-making process?

Sales 52

Sales Coaching Accountability Personalization 52

JustCall

MARCH 21, 2022

That’s why you need sales training to ensure that the behaviors that help win deals can be codified and shared with new hires and trainees. The best way to derive maximum value from hiring these sales representatives is by offering an environment where they can learn and grow. support and guide your sales reps right from day 1.

Sales 52

Sales Coaching Scripts CRM 52

aircall

MAY 24, 2021

A framework is an essential supporting structure. You could describe a digital transformation framework as using the latest and greatest technologies to enhance your existing processes with the ultimate goal of improving the customer experience. Shared customer insights. Customer Experience. Customer understanding.

Best practices 62

Best practices Call Center Technology Analytics 62

JustCall

OCTOBER 6, 2022

It seems like every company these days wants to do more business with their existing customers. Still, it’s the decision-maker in your customer organization who makes the final call on whether to invest in your product or service. As a salesperson, you should address these three concerns in their logical order of precedence.

B2B 10

B2B Sales B2C Finance 10

Noble Systems

APRIL 14, 2021

A virtual contact center is designed to support distributed workforces. They no longer need to have large systems and extra space to support more agents for their peak periods. They can now hire the best people, regardless of where they are located – and more qualified employees leads to higher quality.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. Customer Satisfaction Decreases as Hold Time Increases.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

TeamSupport

JULY 19, 2019

Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed. However, the tiered support model is dead.

Customer Support 45

Customer Support Management Technology Accountability 45

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 98

Metrics SaaS Surveys Self service 98

TeamSupport

MAY 10, 2019

There is payroll software for Accounting, lead nurturing and CRM for Sales, and customer service for the support team to resolve customer issues. For example, a common integration is between sales and customer service software systems to share customer information (name, company, email, etc.). Use Salesforce?

Customer Service 49

Customer Service Morale CRM Accountability 49

Mindtouch

AUGUST 21, 2019

Beyond supporting internal audiences, such as support agents and new hires, knowledge is often the medium through which companies attract, educate, onboard, support, and keep their customers. And today’s customers don’t simply want easy access to relevant information—they demand it. What is a knowledge base?

Management 88

Management Self service Chief Customer Officer Chatbots 88

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 52

Metrics SaaS Surveys Self service 52

Comm100

APRIL 26, 2020

Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. In fact, according to Forrester , 72% of businesses say that improving the customer experience is their number one priority. I came into CX through the left-field of Customer Service.

Customer centricity 52

Customer centricity Real estate Feedback Chief Customer Officer 52