Fri.Mar 22, 2019

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How To Be An Effective Manager

Contact Center Geek

Stop me if you’ve heard this one before. A new team member joins your contact center. She is put through training and taught how to use her phone and your company CRM, how to de-escalate upset customers, and how to go through the necessary talking points on common calls. She is taught all about the products and services your company offers and how to overcome objections and answer customer questions.

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5 Reasons Why You Should Hire a Call Center for Your Business Slideshow

TeleDirect

[link]. Your business is all about…well, your business! And most of the time, this doesn’t include call center expertise. But where can you turn to, in the face of ever-increasing customer communication requirements in a fluid business environment? With TeleDirect’s comprehensive business process outsourcing (BPO) services – including our popular call center platform – your business will enjoy more flexibility, enhanced customer service, and even a bolstered bottom line.

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Complexity Is An Experience Killer

Customer Experience Matters

I just spent two days in Miami with a great group of executives who are part of the SAP CX Client Advisory Board. One of their presentations described the company’s technology transformation, and included a stream of activity around “decomplexing.” I loved seeing that! Complexity ends up oozing its way into all types of experiences.

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Guest Blog: Digitizing the Customer Experience Without Losing the Customer

ShepHyken

This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. – Shep Hyken. If you had walked into a bank, clothing store or small local grocer 50 years ago, you likely would have found the manager or even the owner greeting you at the door, and the clerks may have called you by name and asked after your spouse and children.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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How to Manage Uncertainty

Beyond Philosophy

How to Manage Uncertainty. My team is the Luton Town Football Club. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. Now, he didn’t come up with the phrase. It’s a well-used epithet by many coaching organizations—and not just for football. <!

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5 Ways Chatbots Improve Customer Service

Quiq

Business messaging is easy and convenient for consumers. Quiq’s robust messaging platform makes it easy for employees and managers to manage these customer conversations, while boosting conversion rates, increasing engagement, and reducing costs. This little slice of digital nirvana has Quiq’s clients thinking “It just doesn’t get any better than this”.

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Job Satisfaction Surveys: 2 Templates for You to Use

GetFeedback

Happy employees result in happy customers. To identify the happiness level of your employees, you should use these two job satisfaction survey templates.

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Why use call monitoring in your call center

Quality Contact Solutions

By Marcia Jenkins, Senior Operations Manager. For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring. What is Quality Assurance Call Monitoring? What is call monitoring ? The agents are making calls, a quality assurance analyst listens to live or recorded calls.

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Job Satisfaction Surveys: 2 Templates for You to Use

GetFeedback

Happy employees result in happy customers. To identify the happiness level of your employees, you should use these two job satisfaction survey templates.

Surveys 60
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Digital Journeys: 4 Mistakes You’re Probably Making, and How to Fix Them

Concentrix

Discover the digital pain points you need to resolve to deliver next-generation CX. The post Digital Journeys: 4 Mistakes You’re Probably Making, and How to Fix Them appeared first on Concentrix.

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Top 3 Healthcare Call Center Metrics to Focus on Now

ChaseData

Every industry has specific metrics that are important in determining success when it comes to call center operations. What might mean a successful month in the field of sales will mean something entirely different in the world of customer service, and so on. Nowhere is this variance more evident than in the industry of healthcare and medicine. Healthcare call center metrics are some of the most specific to their field.

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Meeting Customer Expectations with PSD2

Whitepages Pro

When you make a purchase as a consumer, the process is usually pretty painless. You pull out your credit card, hit a few buttons, and the payment goes through. What most consumers don’t see is that behind every transaction is an incredibly complex payment ecosystem. There’s the merchant, the merchant acquiring bank, the issuer, the issuing bank, and the card brand — and every one of those parties is sending information about the transaction along the rails between them.

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Tips to Empower your Customer Support Team

OctopusTech

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Scheduled Awesome Post

Talkdesk

The post Scheduled Awesome Post appeared first on Talkdesk.

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Free Event Showcases How to Manage and Build a Localization Team

Language I/O

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Job Satisfaction Surveys: 2 Templates for You to Use

GetFeedback

While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys. But before we dig into the two most popular surveys related to job satisfaction, let’s take a look at the current state of employee satisfaction, the benefits of satisfied team members, and the and the influence that

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Understanding the Real Impact of Improving Customer Retention

ChurnZero

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Metrics That Matter: Service Level

Taylor Reach Group

By Colin Taylor. Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Senior management becomes acclimatized to looking for that service level number and reacting to it as a gauge of how well they’re performing against targets and in meeting their customer needs. But not everyone understands what service level is really referring to.

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Sending Surveys: 4 Top Online Survey Distribution Methods

delighted

Surveys are an important part (perhaps the most important part) of understanding your customer. A well-crafted survey can provide a wealth of insights around how customers think about your market, product, or service, and enable you to better solve customer problems, reduce the risk of them leaving, and accelerate your business’s growth. When directed well, a company can thrive on the results and insights gathered.

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How Can A Coaching Culture Attract (and Keep) Top Talent?

Integrity Solutions

A high-performance coaching culture can separate your firm from the pack and become a powerful differentiator when you’re competing for top players. by Terri O’Halloran. As the competition for top talent heats up, the need to recruit and retain high performers has become an urgent priority for the insurance and financial services industry. In its 2018 report on Building a High-Performance Business Culture, GAMA notes that agencies and firms continue to struggle with retention, and field le