INDUSTRY INSIGHTS YOUR PEERS ARE READING
Learn the definitions and calculations for 13 common contact center metrics. [.]. The post 13 Contact Center Metrics: Definitions & Calculations appeared first on Sharpen Contact Center Software. Read More. Customer Experience MORE
A Definition of Escalation/Incident Management In short, escalation management involves transferring calls to supervisors, managers, and other agents who have more experience than the agent who initially answers the call. Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ calls are addressed […]. The post What Is Escalation/Incident Management? MORE
Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry. MORE
Definition] appeared first on Sharpen Contact Center Software. For all the stories of gutted call centers and struggling service interactions, there’s still an awful lot of innovation coming out of the customer service industry. MORE
If you are an entrepreneur, then you most definitely have. Have you ever wondered how to start a business when you are not sure your product would fit the market’s expectations? MORE
Customer Experience customer experience definitions customer experience glossary customer knowledge customer profitability customer well beingCustomer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker. MORE
The post B2B Social Media – The Definitive Guide appeared first on Genroe. Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […]. MORE
This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can read my response, as well as others, at their website. MORE
What is the cloud What is cloud computing Cloud definition Cloud storage definition Definition of the cloudNow that Cloud Computing has been around for over a decade, many of us are wondering, “How did we get from there to here?” It’s been many years in the making, but cloud-based systems provide businesses with more security, higher levels of reliability and best of all, it gives businesses flexibility. MORE
Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. MORE
Marketing Operations Leadership marketing operations marketing operations definition marketing ops what is marketing operationsWhat is Marketing Operations? Lynn Hunsaker. Marketing Operations is the science and art of optimizing efficiency and effectiveness of the Marketing organization. MORE
The self-satisfied often reside in their very own “comfort zone,” a place where by definition all is well or by Merriam-Webster as “the level at which one functions with ease […]. I happen to believe there is danger in the comfort zone… and that danger is complacency! MORE
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. MORE
Definition] appeared first on Sharpen Contact Center Software. Right now, when you Google in-line training you get more than one billion search results for fitness training to help you master roller skating and Pilates basics. MORE
Definition] appeared first on Sharpen Contact Center Software. The customer service industry toggles between the terms call center and contact center, but what’s the difference? Or is there one? Often, people talk or ask questions about call centers, but they really mean contact center. The terms, though frequently used interchangeably, have two distinct meanings. Today, we’re identifying these distinctions, so we can all [.]. Read More. MORE
Customer Experience customer experience definitions customer experience glossary customer knowledge customer profitability customer well beingCustomer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker. MORE
The post 5 Benefits of Adaptive Routing You Should Definitely Know About appeared first on Nexmo. Adaptive routing (AR) is an algorithm technology that continually tests the best routes among all its carrier partners for the deliverability of SMS, voice, and other communications. MORE
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The post Proactive chat 101: definition, best practices, useful examples appeared first on HelpCrunch blog. Proactive customer service is a powerful sales and marketing tool. Want to know how to do it right? Check out our ultimate guide with best practices and specific use cases. MORE
When you consider that the definition of ‘Customer Centricity’ is: “Putting customer focus at the heart of everything you do, in order to achieve customer satisfaction and loyalty”. MORE
The post B2B Social Media – The Definitive Guide appeared first on Genroe. Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […]. MORE
The classic definition of employee empowerment never seemed right. Here's a quick story that illustrates the challenge with this definition: A technical support rep, let's call him Scott, was empowered to take as long as necessary to help a customer solve an issue. MORE
It doesn’t follow these rules because its definition is fuzzy. “AI” The set of technologies that are included in the definition shifts with time. There are definitely cases where these technologies are delivering real ROI, including the reduction the need for agents. MORE
A Definition of Hosted Call Center Software. A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model appeared first on CallMiner. MORE
Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Definition, Tips, Best Practices, and Challenges of Voice Analytics appeared first on CallMiner. MORE
Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. MORE
A Definition of Interactive Voice Response Interactive voice response (IVR) is an automated telephone system that interacts with callers and gathers information about the purpose of the call to route callers to the appropriate individual or department. MORE
We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. Dive deeper into the definition , Check these awesome graphs to understand it better. Customer experience has been on the rise during the last couple of years. MORE
The post What is First Call Resolution [Definition] appeared first on Sharpen Contact Center Software. The role of the call center is changing. Your agents have been thrusted into the forefront of your organization. They have become the voice of your brand. They’re one part problem-solver, another part subject matter expert, with a dash of marketing pro mixed in. With so much growing and expanding in the industry, we thought [.]. Read More. MORE
Well, there’s no definitive answer –. What is the single most crucial customer support metric? The post Support Metrics: A Visual Guide to Measuring Service Speed, Efficiency, and Effectiveness [INFOGRAPHIC] appeared first on Relay. Support efficiency infographic metrics support MORE
Definition] appeared first on Sharpen Contact Center Software. We’ve been talking about the benefits of agent experience and training for a while now. And lately, we’ve seen a bunch of new methods starting to crop up. Gradually, then suddenly,” as Hemingway once said. That’s agent training. MORE
A simple definition of it, no matter the spelling, is: omnichannelFirst, let’s be sure we know the true meaning of omnichannel and its variations ( omni-channel or omni channel ), shall we? MORE
An answering service is an off-site telecommunication service which many businesses invest in to manage their internal and external business communications when they are unable to answer the calls. Entrepreneurs/Small Businesses MORE
Definition] appeared first on Sharpen Contact Center Software. There’s chatter from vendors in the customer service industry about fixing agent experience, but up to this point, there’s been no concrete meaning for the talked-about term. It’s time to stop missing the mark. Agent experience isn’t a selling point. It’s a real problem we need to DO something about. We’re defining agent experience, so [.]. Read More. The post What is Agent Experience? MORE
Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. MORE
I talk about how to make your answer the definitive solution in the short video below. I have a module dedicated to how to make your word the definitive answer in my De-escalation Online Course, which is part of my Customer Service eLearning suite. MORE
This definition is a simple way of understanding what it takes to be customer centric. CX Practitioners need to possess the knowledge and skills to help their organisation evolve the culture so that the definition of Customer Centricity becomes a reality. MORE
Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves. Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. MORE
A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. MORE
Definition Related Topics Toister Performance Solutions
OCTOBER 30, 2018
The classic definition of employee empowerment never seemed right. Here's a quick story that illustrates the challenge with this definition: A technical support rep, let's call him Scott, was empowered to take as long as necessary to help a customer solve an issue.
SharpenCX
SEPTEMBER 21, 2018
Definition] appeared first on Sharpen Contact Center Software. For all the stories of gutted call centers and struggling service interactions, there’s still an awful lot of innovation coming out of the customer service industry.
HelpCrunch
SEPTEMBER 25, 2018
The post Proactive chat 101: definition, best practices, useful examples appeared first on HelpCrunch blog. Proactive customer service is a powerful sales and marketing tool. Want to know how to do it right? Check out our ultimate guide with best practices and specific use cases.
Callminer
MARCH 14, 2017
Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Definition, Tips, Best Practices, and Challenges of Voice Analytics appeared first on CallMiner.
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some who would even stretch the definition of chatbots to. Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer.
SharpenCX
SEPTEMBER 28, 2018
Definition] appeared first on Sharpen Contact Center Software. Right now, when you Google in-line training you get more than one billion search results for fitness training to help you master roller skating and Pilates basics.
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SharpenCX
AUGUST 17, 2018
Definition] appeared first on Sharpen Contact Center Software. There’s chatter from vendors in the customer service industry about fixing agent experience, but up to this point, there’s been no concrete meaning for the talked-about term. It’s time to stop missing the mark. Agent experience isn’t a selling point. It’s a real problem we need to DO something about. We’re defining agent experience, so [.]. Read More. The post What is Agent Experience?
Genroe
SEPTEMBER 27, 2018
The post B2B Social Media – The Definitive Guide appeared first on Genroe. Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […].
Nexmo
NOVEMBER 8, 2018
The post 5 Benefits of Adaptive Routing You Should Definitely Know About appeared first on Nexmo. Adaptive routing (AR) is an algorithm technology that continually tests the best routes among all its carrier partners for the deliverability of SMS, voice, and other communications.
CX Journey
MARCH 8, 2017
Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t.
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Customer Case Studies White Paper: “The Definitive Guide to the Modern Contact Center” White Paper: “Beyond Shift Bidding: Dynamic Scheduling” info@calabrio.com +1 (855) 784-2807calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM).
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SharpenCX
NOVEMBER 10, 2017
Learn the definitions and calculations for 13 common contact center metrics. [.]. The post 13 Contact Center Metrics: Definitions & Calculations appeared first on Sharpen Contact Center Software. Read More. Customer Experience
Callminer
MARCH 7, 2017
Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry.
Fonolo
OCTOBER 31, 2018
It doesn’t follow these rules because its definition is fuzzy. “AI” The set of technologies that are included in the definition shifts with time. There are definitely cases where these technologies are delivering real ROI, including the reduction the need for agents.
Callminer
MAY 2, 2018
A Definition of Hosted Call Center Software. A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model appeared first on CallMiner.
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Definitely Helpful When it comes to excellent customer care, ease of use. Definitely Helpful 13 Survey Methodology This survey was conducted online within the United States.
SharpenCX
AUGUST 24, 2018
The post What is First Call Resolution [Definition] appeared first on Sharpen Contact Center Software. The role of the call center is changing. Your agents have been thrusted into the forefront of your organization. They have become the voice of your brand. They’re one part problem-solver, another part subject matter expert, with a dash of marketing pro mixed in. With so much growing and expanding in the industry, we thought [.]. Read More.
SharpenCX
SEPTEMBER 11, 2018
Definition] appeared first on Sharpen Contact Center Software. We’ve been talking about the benefits of agent experience and training for a while now. And lately, we’ve seen a bunch of new methods starting to crop up. Gradually, then suddenly,” as Hemingway once said. That’s agent training.
Lumoa
MARCH 20, 2018
We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. Dive deeper into the definition , Check these awesome graphs to understand it better. Customer experience has been on the rise during the last couple of years.
Ambs Call Center
AUGUST 24, 2018
An answering service is an off-site telecommunication service which many businesses invest in to manage their internal and external business communications when they are unable to answer the calls. Entrepreneurs/Small Businesses
SharpenCX
AUGUST 31, 2018
Definition] appeared first on Sharpen Contact Center Software. The customer service industry toggles between the terms call center and contact center, but what’s the difference? Or is there one? Often, people talk or ask questions about call centers, but they really mean contact center. The terms, though frequently used interchangeably, have two distinct meanings. Today, we’re identifying these distinctions, so we can all [.]. Read More.
Brad Cleveland
MARCH 18, 2016
This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can read my response, as well as others, at their website.
PanTerra
NOVEMBER 15, 2017
What is the cloud What is cloud computing Cloud definition Cloud storage definition Definition of the cloudNow that Cloud Computing has been around for over a decade, many of us are wondering, “How did we get from there to here?” It’s been many years in the making, but cloud-based systems provide businesses with more security, higher levels of reliability and best of all, it gives businesses flexibility.
ijgolding
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity.
ClearAction
JULY 28, 2018
Marketing Operations Leadership marketing operations marketing operations definition marketing ops what is marketing operationsWhat is Marketing Operations? Lynn Hunsaker. Marketing Operations is the science and art of optimizing efficiency and effectiveness of the Marketing organization.
ClearAction
DECEMBER 14, 2017
Customer Experience customer experience definitions customer experience glossary customer knowledge customer profitability customer well beingCustomer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker.
ClearAction
DECEMBER 14, 2017
Customer Experience customer experience definitions customer experience glossary customer knowledge customer profitability customer well beingCustomer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker.
ijgolding
JUNE 14, 2016
When you consider that the definition of ‘Customer Centricity’ is: “Putting customer focus at the heart of everything you do, in order to achieve customer satisfaction and loyalty”.
ijgolding
MARCH 10, 2016
This definition is a simple way of understanding what it takes to be customer centric. CX Practitioners need to possess the knowledge and skills to help their organisation evolve the culture so that the definition of Customer Centricity becomes a reality.
Bright Pattern
OCTOBER 24, 2018
A simple definition of it, no matter the spelling, is: omnichannelFirst, let’s be sure we know the true meaning of omnichannel and its variations ( omni-channel or omni channel ), shall we?
Relay Blog
NOVEMBER 6, 2018
Well, there’s no definitive answer –. What is the single most crucial customer support metric? The post Support Metrics: A Visual Guide to Measuring Service Speed, Efficiency, and Effectiveness [INFOGRAPHIC] appeared first on Relay. Support efficiency infographic metrics support
kommunicate
DECEMBER 18, 2018
Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves. Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace.
Myra Golden Media
FEBRUARY 6, 2018
I talk about how to make your answer the definitive solution in the short video below. I have a module dedicated to how to make your word the definitive answer in my De-escalation Online Course, which is part of my Customer Service eLearning suite.
Callminer
JUNE 28, 2017
Definition of Average Handle Time Average handle time, or AHT, is an important call center metric.
kommunicate
JANUARY 15, 2019
If you are an entrepreneur, then you most definitely have. Have you ever wondered how to start a business when you are not sure your product would fit the market’s expectations?
Callminer
NOVEMBER 1, 2017
Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry.
Callminer
FEBRUARY 1, 2017
A Definition of Interactive Voice Response Interactive voice response (IVR) is an automated telephone system that interacts with callers and gathers information about the purpose of the call to route callers to the appropriate individual or department.
Callminer
SEPTEMBER 26, 2017
A Definition of Escalation/Incident Management In short, escalation management involves transferring calls to supervisors, managers, and other agents who have more experience than the agent who initially answers the call. Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ calls are addressed […]. The post What Is Escalation/Incident Management?
Callminer
OCTOBER 12, 2017
A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications.
Contact Center Pipeline
AUGUST 15, 2017
The self-satisfied often reside in their very own “comfort zone,” a place where by definition all is well or by Merriam-Webster as “the level at which one functions with ease […]. I happen to believe there is danger in the comfort zone… and that danger is complacency!
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