Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 83

Analytics Feedback Metrics Surveys 83

TechSee

MARCH 1, 2021

The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level.

Sales 124

Sales Technology Customer Service Chatbots 124

Playvox

APRIL 5, 2022

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. will ultimately fall flat.

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

ShepHyken

MARCH 20, 2020

We’ve seen documentation (not naming names) of attrition rates as high as 150%—as in agent positions being hired for more than once a year EACH. However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. What goals are you trying to achieve?

Employee engagement 207

Employee engagement Contact Center Coaching Marketing 207

ShepHyken

MARCH 20, 2020

We’ve seen documentation (not naming names) of attrition rates as high as 150%—as in agent positions being hired for more than once a year EACH. However, most agents aren’t supported with the right training, knowledge, coaching (and so on), hence they are incapable of delivering their best. What goals are you trying to achieve?

Employee engagement 184

Employee engagement Contact Center Coaching Marketing 184

Call Design

FEBRUARY 10, 2022

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

CSM Magazine

NOVEMBER 3, 2022

In these uncertain economic times, how do we nurture agents to secure revenue? As a result, the role of the contact centre is elevated with agents becoming brand guardians. 5 Ways to Empower your Brand Guardians. Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff. .

Gamification 52

Gamification Coaching Analytics Customer centricity 52

NobelBiz

JULY 4, 2023

The efficiency and efficacy of your agents can significantly affect your company’s bottom line. Hence, it’s no surprise that many forward-thinking organizations are turning to technology to streamline their operations. One such technology is Automated Interaction Summaries. over the forecast period (2023 – 2028).

Call Center 52

Call Center Contact Center First call resolution Construction 52

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies.

Technology 122

Technology Customer Service Gamification Contact Center 122

Global Response

MAY 15, 2023

A consistent quality control process can help achieve ongoing focus on implementing and improving quality. At Global Response, if there’s one thing we know, it’s that excellent customer experience is never an accident—instead, it can be strategically accomplished through quality control processes.

Call Center 62

Call Center Scripts Coaching outsourcing 62

Lumoa

JUNE 14, 2023

So keep reading if you want to get your NPS score back on track and supercharge your CX efforts. You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. But what happens when your NPS score isn’t quite as rocketing as you’d like? Well, not so fast.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I was certainly an influencer in CX but not a lone change agent.

Customer centricity 52

Customer centricity Customer Experience Employee engagement Best practices 52

ProProfs Blog

FEBRUARY 7, 2020

And then came the technological avalanche – postal service, phone, email, live chat, social media. Now, note the past tense in that. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. Solutions came easily too. But it is important to keep going because the success of your business depends on it.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Aria Solutions

AUGUST 30, 2019

Customer service leaders dealing with common contact center challenges know they must invest in modernizing their technology. One thing we’ve learned in our 22 years of creating unified customer engagement centers is that the way companies approach customer service generally falls into two categories: CX Focused and Cost Focused.

Contact Center 48

Contact Center Customer Service Chatbots Metrics 48

NobelBiz

MAY 2, 2023

Read on to learn more about the importance of quality service, people, and technology, how to build a successful outbound lead generation strategy, and the major shifts and struggles that have occurred in the outbound lead generation space. Many of the unique webinar’s talking points are expanded here in this article.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

JustCall

APRIL 26, 2022

Through smart routing, customers were handed over to the right agents. The modern solutions are amplifying training and coaching, helping reps be more productive and achieve enhanced performance. This is where AI call center solutions come into the picture. This is where AI call center solutions come into the picture.

Call Center 52

Call Center Sales Interactive Voice Response call center software 52

CSM Magazine

JUNE 16, 2023

More and more companies are using AI tools to improve customer service and simplify their processes. Let’s take a look at six pioneering tools that help businesses build close connection with their clients. Automated chatbots handle simple queries, while AI assists human agents in resolving complex issues on the spot.

Customer Service 52

Customer Service Virtual Agent Chatbots Enterprise 52

Netomi

JANUARY 5, 2022

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

APRIL 9, 2024

> Genesys Cloud CX: A contact center platform with a flexible VoIP dialer and self-service provisioning. > > Genesys Cloud CX: A contact center platform with a flexible VoIP dialer and self-service provisioning. > Feeling stuck spending countless hours on the phone, battling busy signals and dead ends?

voip 40

voip Sales Scripts CRM 40

Playvox

APRIL 27, 2023

Synchronous customer communication channels involve real-time communication between a customer and a service agent. It’s not surprising that CX centers that offer a wide range of digital engagement channels perform best. Today, people expect to communicate through their preferred channels.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

NobelBiz

OCTOBER 17, 2023

Welcome back to our journey through the intricate world of call center management! Whether you’re an industry veteran or a newcomer, our mission remains the same: to equip you with the knowledge and tools needed to navigate the ever-evolving call center landscape successfully. Read part one here.

Call Center 59

Call Center Management Contact Center Analytics 59

Connect

MAY 25, 2023

Against a backdrop of increasing economic uncertainty and rising competition, business leaders must leverage technology to gain and maintain a competitive advantage to attract and retain customers and employees. Experience orchestration. Customers want fast and effective experiences.

Technology 65

Technology Self service Revenue potential Analytics 65

Global Response

MARCH 1, 2023

If you’re like most people, you probably don’t have to think for long. Unfortunately, bad customer experiences are all too common—and difficult to forget. However, when you are the brand, customer experience can feel even more difficult to navigate. What do customers want, and how can you provide it for them? What is Customer Experience?

Customer Experience 62

Customer Experience outsourcing Feedback Metrics 62

Netomi

JANUARY 5, 2023

The only certainty is that the quality of customer experience (CX) is more important than ever. There’s a good reason why you should be ranking CX high in your priorities for the coming year. According to Forrester’s US 2022 Customer Experience Index rankings, CX quality fell for almost a whopping 20% of brands in 2022.

Chatbots 52

Chatbots Scripts Airlines Customer Support 52

Balto

AUGUST 22, 2022

Contact centers have been around since the1960s, and while much of the technology has changed, much has remained the same. For decades, agents would read from a set-in-stone script, like what you’d find in a Frequently Asked Questions section of a website. Agents were unable to veer from the script. Surprising Results.

Contact Center 52

Contact Center Scripts Gamification Coaching 52

teleopti

OCTOBER 3, 2019

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom.

Self service 59

Self service Contact Center Gamification Service level 59

Calabrio

OCTOBER 3, 2019

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Over time, frontline staff too have come to enjoy more control over their working lives through self-service.

Self service 58

Self service Gamification Contact Center Service level 58

REVE Chat Blog

NOVEMBER 6, 2019

Consistent and innovative CX has a great impact on the bottom line of the businesses. Consistent and innovative CX has a great impact on the bottom line of the businesses. Which contact center trends will make an impact and enhance CX? What tools & technologies will empower businesses to gain an edge over the competition?

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Balto

SEPTEMBER 12, 2023

As customers seek seamless and personalized interactions with their financial institutions, the financial services industry is facing new challenges accompanied by opportunities for improvement, particularly in CX (Customer Experience). In reality, most financial services providers don’t consider CX an urgent priority.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52