Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. If you don’t, your customer service will suffer, and your call center operations will too. Why is Call Center Employee Retention Important? Recruitment and hiring costs. First, let’s understand why it matters.

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I was thinking about this because one of our listeners, Praveen Kumar, is in a pickle about his employee experience. He wants to know if employee experience is a fad and, if not, how one should build a great employee experience.

Management 195

Management Personalization Customer Experience Consulting 195

Fonolo

FEBRUARY 29, 2024

This means hiring trained staff, testing your vulnerabilities, and creating and maintaining a robust strategy that meets your needs. Make sure you let your customers know about your efforts. Talk about them in your consumer-facing marketing because customers care about security. They need to know that you do, too.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Steve DiGioia

AUGUST 17, 2015

There are countless websites that tout the benefits and importance of “ hiring right “ Hire for attitude then train for the skills, is talked about. Hire for experience, you can’t put enough value on experience or hire for the “right fit” within your existing company culture. Of course not.

Airlines 234

Airlines Management Customer Service 234

ProProfs Blog

APRIL 30, 2020

Unemployment figures are at an all-time high and the lockdown has pushed businesses to look for alternatives and tools to avoid bringing their hiring process to an unprecedented halt. Many industries including Healthcare, are on a hiring spree due to the unexpected rise in demands. Tools That Are Keeping Our Hiring Process Afloat.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Once hired, that top talent actively brings in more top talent.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Once hired, that top talent actively brings in more top talent.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. It turns out I am not alone in my assessment.

Airlines 365

Airlines Calibration Self service Consulting 365

ShepHyken

MAY 10, 2019

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team. Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand.

outsourcing 270

outsourcing Customer Support Customer Service Technology 270

VirtualPBX

DECEMBER 15, 2022

Thought Leadership With VirtualPBX Customer Support Management. You need to train seasonal employees, make sure your phone system is ready to handle the extra calls, and make sure you’re communicating clearly with your customers. I recently sat down with the award-winning customer support leadership team at VirtualPBX.

Call Center 98

Call Center Customer Support Management 98

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. You watch them grow and learn, and finally, they’re ready to take on the world on their own. Was it worth training these employees or was it money down the drain? But here’s my take on it.

Technology 130

Technology Personalization Customer Service Management 130

ShepHyken

JANUARY 13, 2017

This week on our Friends on Friday guest blog post my colleague, Bryan Peterson, shares signs that may indicate it’s time to outsource your customer service. Outsourcing can be a viable alternative and it must be something your customers trust and have confidence in. – Shep Hyken. You’re Looking for Customer Service Experts.

outsourcing 192

outsourcing Customer Service call center solutions Call Center 192

Steve DiGioia

JANUARY 6, 2020

But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. This is a dream hire. But other times, we hire a dud who chases our clients away.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Surveys 279

Surveys Enterprise Consulting Consulting 279

TeleDirect

FEBRUARY 24, 2021

As your team works hard to prepare reports or serve in-person customers, there’s little time left to answer when the phone rings. Missing phone calls can lead customers to seek services from your competitors. Call centers provide an easy solution to avoid losing customers due to busy phone lines and overcrowded voicemail boxes.

Finance 118

Finance Healthcare Call Center outsourcing 118

Call Center Weekly

MAY 14, 2018

I’m not just saying that to be dramatic – we actually received a letter from the president when we started that their job is not to build morale but to provide service for our customers. Our company boasts strong customer service but honestly, we don’t track it. They become frustrated with customers, management, and their coworkers.

Morale 189

Morale Call Center Contact Center Surveys 189

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. If they’re motivated, your customers will likely feel satisfied.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Joe Rawlinson

OCTOBER 23, 2023

Nevertheless, lowering business costs without reducing product/ service quality, minimizing output, or asking some employees to take on lesser work isn’t easy. However, investing in time-tracking software that notifies you when employees approach overtime can help ensure you don’t pay unauthorized overtime.

Finance 78

Finance Marketing outsourcing Engineering 78

DMG Consulting

MARCH 8, 2024

AI and the Contact Center Staffing Challenge March 2024 It’s challenging and costly to hire, train, and onboard new contact center agents, and it’s often more difficult to retain them. Contact centers have always had an employee attrition problem because it’s a tough, underappreciated, and generally underpaid job.

Contact Center 48

Contact Center Real estate Self service Consulting 48

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Traits that define a great customer service rep.

Customer Service 194

Customer Service Calibration Feedback Sales 194

Global Response

JANUARY 31, 2024

Since the pandemic, the option to work remotely—or at least hybrid—has become an increasingly common expectation among employees. And it makes sense: Remote work is known to reduce employee stress, boost productivity, and produce higher job satisfaction. But it also means employees are now scattered all over the world.

outsourcing 62

outsourcing Technical Support Best practices Education 62

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. Unfortunately, many call centers fall into the same hiring traps and pitfalls. If you don’t have time to dedicate to this process, outsourcing can help.

Call Center 62

Call Center outsourcing Advertising Coaching 62

aircall

NOVEMBER 9, 2021

With an existing customer base of 1,000+ clients in the UK and six months after a successful Series D funding round , our team is crossing the English Channel to set up its first offices in London! “I Despite a very competitive market, the UK picked us, with more than 1000 companies becoming Aircall customers without any local presence.

Banking 118

Banking Engineering Sales Marketing 118

ShepHyken

JUNE 8, 2016

Customer Service Culture. There are a number of reasons that companies fail at customer service. So while there are many, here are five common reasons that companies fail at customer service: There’s no clear definition of what customer service looks like in the organization. Put the customer first.

Customer Service 225

Customer Service Personalization Management 225

Outsource Consultants

AUGUST 9, 2021

If your organization is ready to springboard to lofty success, you need to free your attention to the things that matter most (your expertise arena) and leave the rest to someone else. Business leaders already know they can’t easily hire specialists because of the growing deficit in labor across the United States. Bottom-line costs.

outsourcing 128

outsourcing Business Process Outsourcing Contact Center Morale 128

OctopusTech

MARCH 14, 2022

Let’s elaborate the need for customer service outsourcing. One of the best strategies to keep up with the demand during holidays is to choose to outsource and reduce the stress of management and employees. They should look for a customer service outsourcing team who can provide them with much-needed assistance for a whole year.

outsourcing 118

outsourcing Business Process Outsourcing Customer Support Customer Service 118

Outsource Consultants

JUNE 21, 2023

Whether for customer service, technical support, or data entry, outsourced call centers can provide significant cost savings and access to a pool of talented workers. These portals are a great way for call center employees to effortlessly answer questions, pull up customer account information, or resolve complaints.

outsourcing 67

outsourcing Call Center Contact Center Technical Support 67

Fonolo

DECEMBER 15, 2022

Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. The first step in tackling this monumental task is to create a series of customer personas. How to Use Customer Profiles to Improve Call Center Training.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Fonolo

MARCH 17, 2022

After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals.

Call Center 91

Call Center Management call center software Average Handle Time 91

Global Response

MAY 15, 2023

Outsourcing provides a flexible, scalable and affordable solution for companies to augment existing staff or scale up staffing as necessary, bypass the ups and downs of the US labor market, and create a steady, sustainable solution to reduce employee burnout and improve business performance. It’s the age-old story of supply and demand.

outsourcing 62

outsourcing Call Center Management Service level 62

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

Outsource Consultants

NOVEMBER 16, 2022

Call center wages have been on the rise for some time now , and even when you’re ready to pay more for employees, they’re becoming harder to find. Even if you win the hiring battle, you’re probably losing the cost control war. Even in more established locations, there are BPOs who have managed to hold hiring challenges at bay.

Contact Center 67

Contact Center Management outsourcing Call Center 67

Virtual Live Labs

SEPTEMBER 30, 2020

The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

OctopusTech

MARCH 3, 2024

Developing a custom website or web application in-house requires significant investment in a skilled technology team, infrastructure, and overhead expenses. It provides access to expertise minus the headaches of hiring or managing an internal team.

outsourcing 62

outsourcing Technical Support Government Metrics 62

Toister Performance Solutions

MARCH 30, 2023

And, I'll also explain why you should never hire an external trainer to deliver the training. Service Culture: a culture where employees act in service to customers. Training: helping employees build the knowledge, skills, and abilities to do their jobs. Contents: What is service culture training?

Construction 87

Construction Best practices Personalization Customer Service 87