Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. To take control, you’ve got to understand customer sentiment — how customers feel about your product or service.

Feedback 79

Feedback Surveys Contact Center Engineering 79

Callminer

JULY 5, 2018

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. Call center efficiency actually results from the agents’ drive, motivation, and their overall well-being. How can you improve contact center efficiency?

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

Playvox

OCTOBER 20, 2022

Every chat conversation your customer service team has leaves a trail of valuable data around the issues your customers have experienced and their feature requests, questions, and concerns. The first step is to turn raw data (chat conversations) into information (tagged conversations). Key Considerations. Tag Application Method.

Feedback 59

Feedback Analytics Contact Center Surveys 59

Blueship Call Center

OCTOBER 25, 2023

The last choice is gaining popularity as more and more companies learn how advantageous it is to hire back office support system. We’ll discuss the many types of back office outsourcing services, their advantages and disadvantages, and how to choose the best supplier for your company. Let’s get going!

outsourcing 76

outsourcing Customer Care Call Center Technology 76

Fonolo

APRIL 12, 2022

An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier. How to Foster Agent Engagement in a Hybrid Contact Center. The current labor shortage means your call center can’t afford to lose the agents you have.

Call Center 67

Call Center Benchmark Contact Center Feedback 67

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. These are typically generational trends caused by new technology or information about a product. How customers perceive your brand is essential to your success. Why is Customer Perception Important?

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Spearline

APRIL 3, 2023

Contact centers typically aim to handle as many calls as possible and resolve customer issues quickly while maintaining high customer experience (CX) standards. If you are interested in learning more about what issues tend to arise and how to prevent them or fix them quickly – continue reading.

Contact Center 52

Contact Center Interactive Voice Response outsourcing Benchmark 52

24-7 InTouch

NOVEMBER 10, 2020

But how do you know what aspects to improve? But how do you know what aspects to improve? These types of decisions need to be driven by performance data to make an informed decision with a greater positive impact. . Measuring, monitoring, and managing quality is a necessity in the contact center industry.

Contact Center 98

Contact Center Coaching Technology Best practices 98

Noble Systems

JANUARY 30, 2020

Of course, the applications at use in the enterprise far outstrip the consumer-grade technology of an Amazon Echo or a Google Home. In this blog, we’ll explore the established capabilities of speech analytics, how it has evolved, and how conversations-based analytics expands on those features. Technology has changed that fast.

Analytics 66

Analytics Enterprise Interactive Voice Response Contact Center 66

Nicereply

JANUARY 4, 2023

That will ultimately lead to customer service and support teams being pressured to ‘do more with less’ , as customer support is still seen as a cost center by many organizations. Here’s how your business can deliver and maintain a consistently high level of customer service while also reducing your support costs.

Customer Service 59

Customer Service Self service Chatbots Surveys 59

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. That’s where product-led growth strategies come into play. We’ll help answer the question, “ What is product-led growth ?”

Metrics 98

Metrics Feedback Advertising Customer centricity 98

Hodusoft

MAY 24, 2023

The Future of Call Centers: Predictions and Trends for Call Center Software The year 2023 is a crucial year for tech breakthroughs. How can call centers be left behind? How can call centers be left behind? Call centers have always been at the cutting-edge of digital revolution. billion in 2020.

call center software 52

call center software Call Center Self service call center solutions 52

ProProfs Blog

DECEMBER 22, 2020

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. Challenges Faced by Contact Centers.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Playvox

APRIL 6, 2023

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. Making sure you fill these key roles can separate you from the competition — but only if you also have access to the real-time data they’ll need to perform these roles. Why is this?

Management 54

Management Contact Center Best practices Agent burnout 54

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Babelforce

NOVEMBER 18, 2021

I went online to tell them about the problem, only half expecting that they’d fix the issue. We’ll also provide tips you can use to compete with them. Trust our customers and rely on associates to use good judgment. In this article, we’ll look at each one and discuss what they mean for your contact center.

Customer Service 52

Customer Service Self service Contact Center Interactive Voice Response 52

3CLogic

JULY 8, 2022

As organizations brace themselves for a possible recession, many are wondering what’s in store for contact centers. These essential departments are often plagued by inefficiencies and high turnover, but such issues are far from inevitable. 6 Essential Elements for Successful Contact Center Management.

Best practices 52

Best practices Contact Center Management Analytics 52

Callminer

OCTOBER 3, 2019

There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone.

Best practices 52

Best practices Call Center Management call center software 52

SharpenCX

MARCH 24, 2021

Does your call center need a software and process makeover? If you want to keep up with the Joneses, you may have heard joining the fleet of cloud call centers is on the radar of most customer service leaders. But finding the best cloud software for your call center’s needs can feel daunting. tech investment will drop 1.5%

Call Center 67

Call Center Technology Customer Service call center software 67

Spearline

JANUARY 16, 2023

If we’re honest, poor audio has made us all want to throw our devices against the wall at one point or another. If we’re honest, poor audio has made us all want to throw our devices against the wall at one point or another. And this trend shows no signs of abating, with the global market for VoIP services estimated to reach US$ 194.5

voip 52

voip Benchmark Interactive Voice Response Enterprise 52

Nicereply

OCTOBER 24, 2023

It’s not just their products or services; it’s the memorable experiences they create. CX refers to the perceptions, emotions, and reactions that a customer has while interacting with a brand, product, or service across all touchpoints. Businesses recognized that simply delivering a product wasn’t enough.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

Global Response

DECEMBER 21, 2022

Not only that, but meeting customer expectations allows you to create a stronger customer-product or customer-service match, by adapting your product and service offerings to the needs and desires of your customers. And by providing a better product-market fit, you in turn create better customer experiences and more loyal customers.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

Totango

OCTOBER 22, 2020

When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape. By tracking customer product usage , you are able to see how different accounts are using your products.

Management 64

Management Morale Enterprise Accountability 64

SharpenCX

AUGUST 18, 2020

Flash forward to this year, and new consumer trends are putting even more pressure on brands to innovate. Some 82% of consumers are now comfortable using digital channels to solve their problems, at least sometimes. When you do, productivity, morale and customer satisfaction suffer. A simplified interface.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Flash forward to this year, and new consumer trends are putting even more pressure on brands to innovate. Some 82% of consumers are now comfortable using digital channels to solve their problems, at least sometimes. When you do, productivity, morale and customer satisfaction suffer. A simplified interface.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

OCTOBER 8, 2019

Research out of the University of Texas found that increasing data’s usability by only 10% would cause an average revenue boost of $2 billion for Fortune 1000 companies. We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. It’s time to use it.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Joined in this conversation was Jessica Cryer, CSPN’s VP of Business and Customer Service Strategy, and during it, we dug deep into how ADP Canada was able to achieve such a feat. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

AWS Machine Learning

NOVEMBER 22, 2022

Companies that sell products or services online need to constantly monitor customer reviews left on their website after purchasing a product. For example, marketing could use this data to create campaigns targeting different customer segments. Use cases for real-time sentiment analysis.

APIs 69

APIs CRM Feedback B2C 69

NobelBiz

JULY 10, 2023

As we speak, AI-powered solutions are revolutionizing how contact centers identify, engage, and convert leads. In this article, we delve into the profound impact of AI on lead generation and explore how your contact center can harness its potential. Let’s see how.

Contact Center 40

Contact Center Call Center Interactive Voice Response Analytics 40

SharpenCX

MARCH 2, 2021

Keeping up with digital trends is a full-time job. The amount of data, strategies, “best practices,” and software options out there give you so many choices they paralyze you. How much will it cost? Collect data you already have in your contact center to review your current customers. Where do you begin?

Customer Experience 67

Customer Experience Coaching Call Center Contact Center 67

Totango

MARCH 14, 2019

Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Despite your best efforts to keep your customers happy, though, issues can still arise. How to Handle Customer Escalations. So, what is the customer-centered response to an escalation? Listen closely to their problem.

Best practices 89

Best practices Customer retention Personalization Feedback 89

Spearline

JANUARY 23, 2020

One of the most difficult environments to work in, contact centers can be more than challenging for managers and agents. Between trying to maintain positive support to frustrated customers, budget cuts, technical issues and more, it can sometimes be testing. However, identifying these issues now is actually a good thing.

Contact Center 87

Contact Center Employee engagement Feedback Marketing 87

teleopti

MAY 8, 2019

Learn how to be a smooth operator using automated Workforce Management technology. By far the biggest gripe is having to handle last-minute time-off requests with 55% of contact center professionals complaining about the issue. A 2018 Call Center Helper survey revealed that only 52.3% to 30% since 2015.

Contact Center 88

Contact Center Advertising Service level Technology 88

JustCall

APRIL 20, 2022

But just offering “good” products or services isn’t sufficient. In this guide, we’ll discuss everything about customer pain points and how reps can resolve them. A pain point is a common issue that customers have with your product or service. Productivity pain points.

Coaching 52

Coaching Interactive Voice Response Feedback Wait times 52

SharpenCX

OCTOBER 8, 2019

Research out of the University of Texas found that increasing data’s usability by only 10% would cause an average revenue boost of $2 billion for Fortune 1000 companies. We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. It’s time to use it.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

SharpenCX

FEBRUARY 16, 2021

When you use Hulu, it’s clear they value the customer experience over anything else. Here are four ways Hulu puts customer focus at the heart of their strategy–plus a few tips on how you can adopt their strategies in your own contact center. It opened my eyes to a whole new way to consume my favorite shows.

Feedback 67

Feedback Entertainment Call Center Customer Experience 67