CCNG

JULY 20, 2022

Who uses faxes anymore? I’m finding the same is true when it comes to how some organizations recruit prospective employees. They possess the technical know-how, social media savviness and work-life balance that are unique to them alone. The difference in your approach represents a change in mindset. What’s the difference?

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Should we focus on resolving the customer's issue and aim for high Overall Satisfaction (OSAT)?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

MAY 11, 2022

How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? In an outsourced customer care model, you may choose to operate on a transactional or per minute basis.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 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. Obviously, my center has a huge turnover rate.

Morale 189

Morale Call Center Contact Center Surveys 189

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken.

Customer Service 209

Customer Service Education Customer Support Management 209

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. It didn’t work. .

Customer emotions 392

Customer emotions Consulting Consulting Call Center 392

CCNG

MAY 6, 2021

Today I’m going to show you why I’m so confident that simulation training is in your future and how you can approach the process to gain the most benefit for your call center. How do you get to Carnegie Hall? The problem is knowing where to fit practice in during training and what kind of practice to use.

Call Center 195

Call Center Banking Technology Surveys 195

Beyond Philosophy

SEPTEMBER 17, 2020

It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. . What surprised me about the box was how tightly the lid fits.

Consulting 410

Consulting Consulting Customer Experience Customer Care 410

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind.

Customer Service 207

Customer Service Construction B2C B2B 207

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Customer Service 252

Customer Service Government Entertainment Healthcare 252

The Northridge Group

AUGUST 14, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! The Northridge Group needs the contact information you provide to us to contact you about our products and services.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

TeleDirect

MARCH 4, 2023

When hiring your call center agents, you need to know if they have good skills in customer service. In this article, we’ll help you determine these essential customer-facing skills. This can be a tall order—after all, customer service is a complex (and incredibly important) facet of the business.

Call Center 62

Call Center Call center experience Customer Support Customer Service 62

Fonolo

APRIL 29, 2021

However, recent data has shown that creating exceptional customer experiences and providing quality service with a human touch has a direct effect on consumer loyalty and how much they spend. This type of call center manages incoming calls, most often from customers. The ROI of Call-Backs for Your Call Center.

Call Center 128

Call Center outsourcing CRM Technical Support 128

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. Even though our last customer service rep got the job done, the other two couldn’t.

Banking 244

Banking Accountability Customer Service Personalization 244

Callminer

MARCH 23, 2020

One of these methods is Call Center Service Levels. The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period. The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.

industry standards 207

industry standards Service level Call Center Metrics 207

Hodusoft

JUNE 21, 2023

If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents. Read on and thank us later. Types of call centers How does a call center work? How does call center software work? What is a call center?

Call Center 52

Call Center call center software Interactive Voice Response Multichannel 52

ShepHyken

MAY 2, 2017

Chris McCann, CEO of 1-800-Flowers, Shares How to Gain the Competitive Advantage. Can listening to your customers’ needs and wants actually provide a new strategic direction for your business? Exceed customers’ expectations, especially when responding to customer’s questions, problems, and complaints.

Feedback 208

Feedback Service level Customer Experience Customer Service 208

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Upselling 83

Upselling Contact Center Engineering Banking 83

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Integrity Solutions

MARCH 18, 2021

Here’s how to consistently identify, attract and retain candidates with the talent and experience to become high performers. In some cases, it’s not about the salesperson’s knowledge and skills or even their passion for your products or services. How to Recruit Top Sales Talent. Most companies know this.

Sales 130

Sales Coaching Personalization Management 130

Vcaretec

JUNE 6, 2022

We’ve been talking about Customer Mirroring? It’s a key ingredient in our secret sauce and has helped us receive industry-leading scores for NPS and Customer Satisfaction. What Is Customer Mirroring? Customer Mirroring is a process of identifying, hiring, and training customer service specialists.

outsourcing 52

outsourcing Contact Center Call Center Customer Care 52

Fonolo

JUNE 30, 2020

So, you’re hiring a new call-center agent. The reality is, finding the perfect new hire can feel like a unicorn hunt. 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

Fonolo

APRIL 20, 2021

If this scenario sounds familiar, and you lack the in-house resources to service every customer call in a timely fashion, you may consider hiring a third-party call overflow handling service. Why use a call overflow handling service? How to avoid using a call overflow handling service.

Call Center 148

Call Center Abandon rate outsourcing Wait times 148

Global Response

OCTOBER 27, 2022

An inbound call center is specifically designed and trained to handle the variety of incoming communications, quickly identifying customer needs and resolving each contact to grow your relationships with customers. And increasingly, customer contacts aren’t just calls. Who Needs Inbound Call Centers?

Call Center 62

Call Center Inbound sales Automotive Upselling 62

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To cater to all of your customers’ unique needs, you need to have a plurality of opinions and perspectives. Improved employee experience The better the employee experience , the better the customer experience.

Customer Experience 83

Customer Experience Government Accountability Engineering 83

Global Response

JANUARY 9, 2023

68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? What Is Customer Service Outsourcing? There are three main ways to outsource customer service: offshore , onshore , or nearshore.

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

CSM Magazine

SEPTEMBER 21, 2022

According to the 2022 Digital-First Customer Experience Report, 52% of surveyed consumers said they prefer online chat assistance, but only 31% of businesses offer chat support. Customers demand easy access to making transactions and addressing grievances. Customers demand easy access to making transactions and addressing grievances.

Chatbots 52

Chatbots Customer Support Surveys Accountability 52

OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62

Nicereply

OCTOBER 26, 2022

Learn how to communicate reduced service hours while keeping your CSAT as high as possible. Ahead of us is one of the most beautiful seasons of the year, but also one of the busiest. In this episode of Content Pie , we’ve gathered the best blogs on how to communicate reduced service hours. FREE RESOURCE.

Customer Support 52

Customer Support Personalization Customer Service Customer Experience 52

CSM Magazine

AUGUST 17, 2022

Recruiting and retaining the best customer service managers is critical if we want to grow as a company. Customers are more likely to switch to another company if they do not feel their needs are being met. What Are Businesses Looking for in New Hires? Onboarding of New Employees.

Customer Service 52

Customer Service Management Education Feedback 52

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. Our customers are at the heart of what drives us as a company.

Customer Support 94

Customer Support Coaching Marketing Customer Service 94

Fonolo

OCTOBER 7, 2021

With businesses reopening after COVID-19 closures, US economist Mark Zandi asserts that retailers benefited significantly from the reopening economy. These predictions represent significant opportunity for retailers. Retail customers have more options than ever to purchase a product — often even the same product! Cyber Monday.

Contact Center 141

Contact Center Call Center Interactive Voice Response outsourcing 141

aircall

OCTOBER 6, 2021

In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Effective sales onboarding is the process of getting new hires up to speed with company operations by providing the necessary knowledge, values, and tools. Why is this important?

Sales 117

Sales Scripts Best practices Feedback 117

Call Experts

MARCH 10, 2022

This situation is too common, and you can solve it by hiring an answering service. This situation is too common, and you can solve it by hiring an answering service. Missed calls lower customer satisfaction and cost your business money. What Is an Answering Service? Every answering service is different.

Answering services 98

Answering services Contact Center Telecommunications Call Center 98

Call Experts

NOVEMBER 12, 2021

The holidays can be an incredibly stressful time, both for customers and for customer service teams. With millions of shoppers looking to make purchases, staffing customer service is essential. Hiring an Experienced Contact Center Will Help Support the Holiday Customer Service. .

Customer Service 98

Customer Service Contact Center outsourcing Scripts 98

Vcaretec

SEPTEMBER 27, 2022

Customer Care , Call Center Businesses in every industry need to provide an exceptional customer experience to potential and existing clients alike. If your brand offers an experience that makes your services stand out for all the right reasons, you can ensure long term growth of your business.

outsourcing 52

outsourcing Customer Service Call Center Enterprise 52