CCNG

SEPTEMBER 29, 2020

So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? Jaedeanne Shaver is Customer Service Training and Quality Manager at Alcon in Fort Worth Texas. Jaedeanne leads a team responsible for developing training programs for Customer Service associates.

CCNG 195

CCNG Quality management Customer Support Management 195

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. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

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

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Coaching There’s a direct correlation between high-performing teams, retention, and delivering outstanding customer experiences.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

Playvox

FEBRUARY 16, 2024

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. Customer loyalty, needs, wants, and preferences have shifted.

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

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We also manage the team with the utmost respect.”.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

JANUARY 12, 2023

Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. The Playvox study found 68% of agents working remotely 31-40 hours per week and most managers (64%) working remotely five or more days per week.

Quality management 69

Quality management Coaching Contact Center Metrics 69

ShepHyken

DECEMBER 25, 2018

Cost-Effective Customer Support in an On-Demand Society. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business. The Gig Economy.

Contact Center 198

Contact Center Quality management Consulting Consulting 198

Playvox

APRIL 21, 2023

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. Head of CX With the addition of more channels, a CX leader’s job gets more complex.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Fonolo

MAY 7, 2015

Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat.

Call Center 126

Call Center Management Contact Center Coaching 126

JustCall

OCTOBER 22, 2023

There are several common challenges that don’t let you track customer support analytics accurately. Problem: Lack of Customer Support Analytics Customer support teams deal with huge data volumes regularly. Failure to do so may lead to loss of sales, poor customer service, and low productivity.

Contact Center 52

Contact Center Contact center software Abandon rate Analytics 52

Playvox

APRIL 4, 2023

They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Building a supportive work climate is the first step.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Serenova

AUGUST 11, 2020

A call center agent, sometimes called a customer service representative, is an employee that handles inbound or outbound customer calls. As established, customer perception of the company is often impacted by these interactions. In other instances, company policy doesn’t allow the agent to offer what the customer is requesting.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Hodusoft

JUNE 17, 2021

Customer support. Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Value for money. Functionality . Likelihood to recommend. Multimedia contact centers will need a full contact center suite. .

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

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). for school pick-up.).

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Playvox

MARCH 12, 2023

While key performance indicators (KPIs) are a great way to understand how efficient and effective a support center is, it never hurts to incorporate other means that can help contact center managers define success and efficiency for their contact centers. What Is Contact Center Efficiency?

Contact Center 52

Contact Center Gamification Metrics Quality management 52

ProProfs Blog

APRIL 21, 2020

In the face of this, getting the right feedback using the right questions becomes immensely important to work towards customer satisfaction. Customer Support Satisfaction Survey Questions. The customer satisfaction survey is important to provide personalized customer experience and measure a customer’s brand loyalty.

Surveys 120

Surveys Customer Support Feedback Advertising 120

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

Serenova

AUGUST 11, 2020

A call center agent, sometimes called a customer service representative, is an employee that handles inbound or outbound customer calls. As established, customer perception of the company is often impacted by these interactions. In other instances, company policy doesn’t allow the agent to offer what the customer is requesting.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

NobelBiz

FEBRUARY 15, 2023

Repeat for Every Agent in Category of Calls Calibration is particularly important in customer support, but it can also be used in other settings where agents are interacting with customers and rating calls. Call calibration sessions A calibration session is an activity used to unify management ratings and metrics.

Calibration 52

Calibration Call Center Call Logging Quality management 52

CSM Magazine

MARCH 13, 2022

Unsurprisingly, customer-centricity correlates with good experience and communications strategies, yet in the global survey, only 60% say they have a cohesive customer interaction strategy. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Calabrio , the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic. About Calabrio.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 79

Self service Contact Center Chatbots First call resolution 79

Serenova

OCTOBER 7, 2020

According to CIO.com , many have “[struggled] to replicate their CX working environment, including the proper hardware and software necessary to provide call support” in a WFH context. Don’t micro-manage agents. Macro-manage the customer experience. Give agents structure and agency. The Future of the Contact Center.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

RapportBoost

JANUARY 29, 2019

When it comes to chat for customer support and sales, conversations often begin with an inquiry or a grievance. A customer may reach out for product information or requesting recommendations. A customer might need assistance making a decision or may voice a problem with an order.

Revenue potential 51

Revenue potential Coaching Analytics Contact Center 51

ShepHyken

NOVEMBER 28, 2022

To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction. But do the potential benefits of the CEO as customer service rep outweigh the potential drawbacks? My Comment: Of course, you listen to your customers!

Customer Service 32

Customer Service Contact Center outsourcing Customer centricity 32

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

SmartKarrot

APRIL 23, 2020

Why is this question important? – “What are the other names for customer success manager?”. Customer Success is a relatively new and evolving function, therefore, there is fair bit of overlap in terms of roles, functioning and goals with other teams. This is also leading to customer retention which is the role of the CSM.

Management 10

Management Complaint resolution Customer retention Engineering 10

JustCall

MARCH 9, 2023

Salesforce Service Cloud Salesforce Service Cloud Salesforce is perhaps the most popular name known to the customer-focus industry. RingCentral RingCentral RingCentral is one of the best contact center software if you wish to inculcate best practices of contact center management. It always keeps changing because of updates.

Contact center software 52

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

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

JUNE 9, 2021

Key Factor : Regularly update and validate all info gathered, its accuracy builds customer trust. By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.)

Contact Center 97

Contact Center Self service Chatbots CRM 97

Customer Service Life

AUGUST 28, 2019

If our agents can be successful in those four things, the result should be a great customer interaction. Wow, that looks like a great foundation for a quality form, doesn’t it? This is a multi-channel customer support operation we’re talking about here. Not so fast.

Quality management 67

Quality management Calibration Management Coaching 67

Playvox

OCTOBER 12, 2022

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. Today, Managing Well Means Means Managing Well Remotely. What are Best Practices for Managing Remote Contact Center Agents? Resist the temptation.

Best practices 76

Best practices Contact Center Management contact center solutions 76