Totango

APRIL 4, 2024

Would everyone have the same goal, or would it vary from team to team? However, we also found that most CS and sales leaders believe their business requires a more transparent and coordinated pre- and post-sales strategy to accomplish this goal. This is what businesses need to survive in today’s environment.

Sales 89

Sales Upselling Accountability SaaS 89

Playvox

FEBRUARY 13, 2024

How Do You Identify Top Customer Service Talent? The wrong KPIs could be holding back your top performers from reaching their own professional goals for a wide range of reasons. Re-examine Your KPIs For better results, choose KPIs that align with your customer support center’s goals. Your goals should guide your KPIs.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. The customer service you provide will either make or break your brand.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. The customer service you provide will either make or break your brand.

Call Center 103

Call Center Chatbots Virtual Agent Contact Center 103

Nicereply

APRIL 29, 2024

We’ll also provide examples of how you can respond in given situations so when the time comes, you’re ready to take it in your stride. If you receive negative feedback during your time at work, your manager is likely pointing out areas where you may need to improve. For instance, let’s say you work in sales.

Feedback 52

Feedback Construction B2B Call Center 52

Fonolo

NOVEMBER 29, 2022

Overhauling your call center operations can seem outright impossible without a little guidance and know-how. Begin your journey to operational improvement by reflecting on your skills as a manager and developing goals to improve your management approach. New call center managers have a lot to wrap their minds around.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. Customers no longer dread contacting customer service – every interaction is personal, efficient, and effective. What’s an IVA?

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

CSM Magazine

MAY 2, 2024

Communication automation is also customizable, providing a personal touch in reaching out to customers, and can be programmed to handle repetitive tasks, freeing up staff for more complex duties. They’re not just about efficiency, though. An example of this is push notifications marketing.

Education 52

Education Feedback Personalization Metrics 52

Playvox

JANUARY 30, 2024

Gamification is a strategy that drives motivation and engagement and creates a culture where employees continuously work to achieve the organization’s business objectives and, in turn, get rewarded and recognized. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well.

Gamification 79

Gamification Contact Center Coaching Quality management 79

24-7 InTouch

MARCH 8, 2023

While this work is crucial to the everyday lives of all people, International Women’s Day offers a perfect opportunity to highlight what advancing and supporting women can do for individuals, businesses, and communities alike. DEI work presents many challenges at all levels, including starting initiatives within the workplace.

Metrics 98

Metrics Personalization 98

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. The goal is for the script to help agents provide efficient, consistent, and high-quality service. The goal is to set a positive tone for the interaction. If receiving the call, ask how you can assist the customer.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Integrity Solutions

JUNE 13, 2023

According to research in MIT’s Sloan Management Review , toxic work culture is the biggest factor that leads to people quitting. People have to identify and own their goals personally in order to truly commit to them. Without question, retaining top talent today requires investing in making great managers.

Coaching 86

Coaching Employee engagement Sales Management 86

SharpenCX

OCTOBER 6, 2021

How can you make your contact center more efficient and also keep agents engaged? How can you strike a balance to empower and keep your agents interested, without pushing them too far? Every agent comes to your contact center with a unique set of experiences, interests, strengths, and weaknesses.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

The Northridge Group

NOVEMBER 4, 2021

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Developing targeted exercises to identify challenges and overcome barriers.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

NobelBiz

FEBRUARY 27, 2024

Achieving these goals requires a special balance between the human touch and technological innovation. Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior. By optimizing call center operations, organizations can enhance the overall customer experience, leading to increased satisfaction.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Integrity Solutions

DECEMBER 11, 2023

It’s true that cold calling can be hard, grinding-it-out work, and the rewards aren’t instant. While we typically think of cold calling in terms of phone calls, depending on the industry, it can also involve digital outreach and even in-person visits. Your mindset may actually be the key to success.

Sales 98

Sales Accountability Coaching Marketing 98

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. Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

SharpenCX

DECEMBER 8, 2021

As of May 2021, nearly 70% of companies reported they plan to fully adopt a remote work or hybrid work model. And, only 3% want to return to fully in-person work. That’s 97% of the workforce who want some form of remote work arrangements! Rule 1: Set consistent rhythms for your team.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

Fonolo

OCTOBER 28, 2021

To achieve their performance goals , agents must be excellent problem solvers, expert rapport builders, and highly empathetic to the challenges of their customers. That’s why soft skills are so important in this line of work. How to Foster Agent Engagement in a Hybrid Contact Center. Flexibility. Assertiveness.

Call Center 157

Call Center Contact Center Best practices Scripts 157

Integrity Solutions

DECEMBER 20, 2023

We’re waiting for the other person to finish talking so we can tell them what we know. Together, we then developed a solution about how to move forward. So often, we listen to respond. Effective sales conversations, however, are rooted in a mindset of listening to understand. It was a profound experience.

Sales 86

Sales Coaching Consulting Consulting 86

Totango

NOVEMBER 27, 2023

Check out four highlights from the conversation, and listen to the podcast for more tips on how you can leverage digital CS to drive value to your customers and scale your business. Health scoring: Don’t set it and forget it Customer health scoring is the foundation of a good digital CS program.

Enterprise 103

Enterprise Best practices Marketing Sales 103

ProProfs Blog

MAY 6, 2020

Of these flexible work arrangements, the flexibility of being able to work from anywhere takes the biggest priority. As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. . Working largely as a virtual team also increases your risk of falling prey to cyberthreats.

Management 162

Management Customer Service Best practices Entertainment 162

Global Response

DECEMBER 21, 2023

For example, many companies who haven’t outsourced customer service before wonder: How can I find a partner that really understands my customers and meets my needs? How do I know if my outsourcing provider is delivering good service for my customers? Is outsourcing really more affordable than managing things in-house?

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

Lumoa

FEBRUARY 14, 2024

But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. So, how can your business win over this growing contingent of experience-focussed customers? The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

C3Centricity

DECEMBER 5, 2023

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. This post discusses how to use AI to enhance customer experience with another AI, authentic interactions. Embracing Emotional Intelligence (EI) is crucial for AI.

Chatbots 90

Chatbots Technology Customer Service Customer Experience 90

ProProfs Blog

NOVEMBER 20, 2020

Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity? Can they resonate with the company goals and missions? Engaged employees are your best assets to grow your business.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

AWS Machine Learning

APRIL 3, 2024

In this post, we show how to build a contextual text and image search engine for product recommendations using the Amazon Titan Multimodal Embeddings model , available in Amazon Bedrock , with Amazon OpenSearch Serverless. The goal is to learn interactions and correlations between the modalities.

Engineering 102

Engineering Accountability Education Metrics 102

Quality Contact Solutions

MARCH 22, 2021

Back in the early ’90s, as a college student, I found myself working in an inbound call center , which at the time was an industry that many didn’t fully understand or appreciate. Little did I know that working in the inbound call center industry would become a lifelong endeavor and passion of mine.

Call Center 98

Call Center First call resolution Abandon rate industry standards 98

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. Setting expectations and goals for the employee during this period is critical for retention and long-term success. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

AWS Machine Learning

FEBRUARY 29, 2024

In this post, we demonstrate how to build a RAG workflow using Knowledge Bases for Amazon Bedrock for a drug discovery use case. Knowledge Bases has implemented a default chunking strategy that works well in most cases to allow you to get started faster. At runtime, an embedding model is used to convert the user’s query to a vector.

APIs 115

APIs Healthcare Scripts Enterprise 115

JustCall

APRIL 15, 2024

Meeting aggressive call quotas requires working well beyond their scheduled shifts. A report from Jeff Toister that covered some key call center burnout statistics reported that 59% of agents face some risk of burnout, while 28% face a severe burnout risk! Those are concerning numbers. It’s caused by: 1. Repetitive tasks 3.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

COPC

APRIL 1, 2024

Over the past two decades, numerous strategies and tools have developed. Personalized Agent Training The adoption of digital gamification is a major component of this change. In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

CSM Magazine

DECEMBER 29, 2023

The decision can be a challenging one, as both methods have their own set of advantages and disadvantages. In this article, we will explore the benefits of group study and solo sessions, offering insights into how each approach can enhance your homework experience.

Accountability 52

Accountability Personalization Management 52

Blueship Call Center

OCTOBER 9, 2023

Develop empathy Just getting to know your customer’s particular needs is the first step. Your customer service performance plan must be successful to achieve your goals. This includes how you connect with customers, often more so than what you say.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

ClientSuccess

DECEMBER 5, 2022

Gain insights into customer needs in order to develop better offerings. Gain insights into customer needs in order to develop better offerings. Here are a few tips for setting up and running an effective CAB: • Get the right mix of individuals. What is a Customer Advisory Board (CAB)? Find customer champions. .

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you. Set Expectations with Customers.

Personalization 74

Personalization Finance Feedback Scripts 74

Calltools

MARCH 20, 2024

As the first point of contact between a customer and a small business, an IVR system plays a vital role in shaping how a customer perceives your business. Below, we’ll explore 4 fundamental benefits of an IVR for small businesses and highlight how you can use these IVR benefits to boost success.

Interactive Voice Response 52

Interactive Voice Response Average Handle Time B2B Wait times 52