ShepHyken

MARCH 11, 2022

People quit their jobs in record numbers last year, and many of them never jumped back into the world of work. How do you become the type of company where people want to work? Here are five ways to do just that. . Give Employees a Voice. Customers want convenience and so do your employees. Offer Hospitality.

Coaching 234

Coaching Personalization Customer Service Marketing 234

Beyond Philosophy

AUGUST 25, 2022

The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Triant thinks the best way to define proactive customer experience is to describe how a company reaches out to solve a problem before the customer contacts them. Defining Proactive.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Steve DiGioia

SEPTEMBER 5, 2022

Job descriptions expect it. Potentially, any of them are. Do You Have an Expert Skill? We know we possess them and it gives us confidence. We know we possess them and it gives us confidence. We’re afraid to speak about them. We’re hesitant to show them. An “expert”. But it’s there.

Marketing 208

Marketing Customer Service Personalization 208

ShepHyken

MARCH 18, 2024

Do You Know Who Your Competition In Business Really Is? My Comment: Smart companies are now using AI to help them understand customer behavior and preferences. This article takes a look at the advantages that AI and other emerging technologies are giving us. For years, I’ve said that customers are smarter than ever than ever.

Customer Service 202

Customer Service Government Customer centricity Customer Experience 202

The Northridge Group

APRIL 15, 2024

We briefly touched on the fact that while the three tools have their place, none of them can be a ‘one-size-fits-all-solution’, nor can they effectively or entirely replace people. Part 2: AI and Business Processes: How can it help? How can it hurt?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

ShepHyken

DECEMBER 2, 2022

Do not underestimate the value of having a well-informed, friendly voice on the other end of the line. Empowering your agents with the right tools and a supportive environment to offer the best customer service possible will only strengthen your business. This means emotions are heightened, and stress levels are rising.

Customer Experience 176

Customer Experience Contact Center contact center solutions Technology 176

ShepHyken

DECEMBER 16, 2022

The concept doesn’t refer to someone who is slowly leaving their job. For those who know they aren’t at risk of losing their job, ‘quiet quitting’ is the chosen strategy to minimize the stresses of work. It allows employees to cope with their unhappiness in a role without the pressure of needing to secure a new job. .

Contact Center 169

Contact Center Banking Education Accountability 169

Toister Performance Solutions

MARCH 14, 2024

Where do you sit when you attend an in-person meeting? What do your eyes do when you're explaining something? How do you take notes in a training class? Yes, learning styles are a myth and do not exist. This 15 minute video gives you a summary of the research and even shows you an informal experiment.

Customer Service 118

Customer Service Personalization 118

COPC

MARCH 11, 2024

The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. See here for more information on how to do this. Does the job description and posting align with pertinent minimum hiring requirements and expectations around the role?

Call Center 97

Call Center Gamification Coaching Employee engagement 97

The Northridge Group

APRIL 22, 2024

But how will AI tools effect that? AI Will Fix the Employee Experience for Frontline Customer Service Reps You’re a CSR, and there’s so much you love about your job. AI Will Fix the Employee Experience for Frontline Customer Service Reps You’re a CSR, and there’s so much you love about your job. We find out. Reply better!

Technology 76

Technology Coaching outsourcing Customer centricity 76

Fonolo

FEBRUARY 27, 2023

While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. Self-service is one of the biggest topics in CX and in the contact center world right now.

Self service 142

Self service Contact Center Chatbots Consulting 142

TechSee

SEPTEMBER 7, 2021

However, it enables brands to connect directly with consumers and engage with them throughout their product ownership. Brands can communicate with their customers providing them with added value beyond the point of sale in areas such as: product support . Here are five innovative visual assistance use cases you should consider.

Technical Support 191

Technical Support Sales Upselling Technology 191

Outsource Consultants

JULY 7, 2022

But due to current recruitment difficulties, many companies have opted to invest in training existing employees so they can excel in their roles rather than trying to replace them. Not only do they gain new skills to help them better address inquiries correctly and efficiently, but they also feel more secure knowing they still have a job.

Call Center 128

Call Center outsourcing Education Sales 128

AWS Machine Learning

DECEMBER 14, 2023

This can be done with the Comprehend Semi-Structured Documents Annotation Tool , which creates an Amazon SageMaker Ground Truth job with a custom template, allowing annotators to draw bounding boxes around the entities directly on the PDF documents. The full code is available on the GitHub repo.

Banking 91

Banking Construction APIs outsourcing 91

Fonolo

JANUARY 17, 2023

What Do Customers Value in CX? Artificial intelligence is not a standalone technology, but rather a tool that optimizes your entire system. Will Artificial Intelligence Take Agents’ Jobs? What AI tools Will Improve Contact Center CX? Here are some of the main tools that are available. Convenience.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

CSM Magazine

APRIL 17, 2024

While the job market is still strong in some industries and regions, heightened global tensions, high inflation and high interest rates have increased business uncertainty. In some cases, you may not even need a human to do certain tasks – which is where the integration of AI often comes into play.

Customer Service 59

Customer Service Scripts Banking Analytics 59

Call Design

NOVEMBER 17, 2020

Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coaching is also a great opportunity for your agents to learn new skills, get feedback on the work they are doing, and resolve the problems they might be having with calls. Make feedback palatable.

Coaching 173

Coaching Best practices Feedback Consulting 173

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. Except, that’s a really small customer service job description and won’t help you meet your true goal – customer delight. What is a Customer Service Job?

Customer Service 166

Customer Service Engineering Customer Support Management 166

Integrity Solutions

OCTOBER 23, 2023

It’s the thing to do while they figure out what it is they actually want to do. And then a funny thing happens: They realize they like doing sales. ” Once she found community, she went from liking her job to loving it. One of the most common pathways into sales is… accidental.

Sales 114

Sales Coaching Education Feedback 114

SharpenCX

SEPTEMBER 1, 2021

If taken too lightly, interviews can end up being a formality that wastes time and doesn’t help you find the right person for the job (or the person who’ll stick around). How do you test the skill sets of your prospective hires to see if they can handle the job? >> What did you do with that feedback?

Call Center 128

Call Center Coaching Contact Center Feedback 128

Fonolo

MARCH 14, 2023

Why do call centers struggle with retaining their agents? So how do you retain the best-skilled agents for your business? Your customers are looking for knowledgeable and experienced support professionals to help them, and that is difficult to achieve with staff constantly entering and exiting your contact center.

Call Center 95

Call Center Contact Center Self service Contact center software 95

Fonolo

JUNE 22, 2021

Ensuring continuity in your communication when you have staff dispersed across the globe can feel impossible to manage and do well, which is why you should deliberately funnel more time and energy into resources to improve communication with your agents, and thus, their engagement. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 151

Call Center call center software Employee engagement Gamification 151

CSM Magazine

MARCH 1, 2024

Training programs aren’t just an additional administrative job. This empowerment enables employees to excel in their current roles and motivates them to continuously push the boundaries of their potential. New technologies also help them stay competitive and relevant in the long run.

Feedback 52

Feedback Technology Management 52

Customer Service Life

JANUARY 31, 2024

I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” My job was to help the various managers and teams establish a solid and consistent QA practice. It felt like such a chore for a couple of reasons.

Contact Center 83

Contact Center outsourcing Management Feedback 83

JivoChat

DECEMBER 14, 2022

Learning how to use LinkedIn to find a job can help you boost your career, and enjoy the opportunity you have been waiting for. To achieve that, and get the job you dream of, it’s essential to create an attractive profile, highlight your expertise, show your qualities and work on building connections.

Personalization 75

Personalization Management 75

CSM Magazine

AUGUST 9, 2023

But how do you keep your team motivated and engaged? People love to be appreciated for their hard work, and it’s essential to acknowledge and reward your team members when they do a great job. When people see that there is room for growth, it provides them with a clear career path and a sense of purpose.

Customer Service 52

Customer Service Construction Morale Feedback 52

Global Response

AUGUST 7, 2023

Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. So, how do you create empowered call center agents who can deliver great service day-in and day-out? What does empowerment look like when it comes to their role?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

CSM Magazine

DECEMBER 4, 2023

During lockdown companies had to quickly implement technological solutions that allowed them to carry on working day-to-day. Whilst confidence in technology is rising, companies have to ensure that they are not caught up in the AI whirlwind and look at alternatives such as intelligent automation.

Banking 52

Banking First call resolution Consulting Consulting 52

Fonolo

AUGUST 24, 2021

Did you know that 58% of employees who have quit their jobs cited negative office politics as a reason ? Visual IVR , Voice Call-Backs , and Smart Routing are all great tools to decrease call volume, improve customer satisfaction, and in turn, improve agent productivity and overall work experience. What is a healthy work environment?

Call Center 148

Call Center Morale Best practices Contact Center 148

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. Overall, remote work has redefined how we collaborate and do business. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

ProProfs Blog

NOVEMBER 20, 2020

The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. Do they see the opportunities to enhance their skills? Do they see the opportunities to enhance their skills?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Comm100

JANUARY 23, 2023

With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. They were leaving to move to better jobs. With workers harder to come by, employers will need to do more to attract and retain talent in the years ahead.

Customer Experience 123

Customer Experience Chatbots Government Technology 123

BlueOcean

MARCH 19, 2024

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Long Story Short: Outsourcing is a business of wins and losses. Yes, Legal, we’re looking at you.

outsourcing 71

outsourcing Customer Care Best practices Management 71

JivoChat

FEBRUARY 21, 2023

Marketing students who learn digital marketing skills can help businesses do well in the digital age. Tools and resources for students As students start to learn about digital marketing, they can use a number of tools and resources. Are you a student aiming to enter the marketing field? So let’s start now!

Marketing 75

Marketing Advertising Analytics Education 75

Fonolo

JUNE 30, 2020

And even if you find them, they may not stick around; call centers are notorious for their high turnover. While these statistics may be sobering, don’t give in to the mindset that “any hire will do”. While these statistics may be sobering, don’t give in to the mindset that “any hire will do”.

Call Center 136

Call Center Contact Center Construction Scripts 136