Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day.

Contact Center 77

Contact Center Gamification Surveys Management 77

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. The State of Remote Work in Contact Centers. Leanne Y.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Inbenta

MARCH 30, 2021

Enterprises want to automate their customer service teams by using tools that automatically complete tasks. Solutions like advanced chatbots, knowledge management systems and AI can deliver scalable, 24/7 customer service in multiple languages. Finally, businesses must be able prepared to deliver their services on several channels.

Marketing 136

Marketing Customer Service Self service Chatbots 136

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Working differently means that leaders must also think expansively about the agent experience and how to keep teams engaged. Equip Your Team. What is Agent Experience?

Contact Center 72

Contact Center contact center workforce Gamification Coaching 72

Nicereply

AUGUST 3, 2021

If you have the volume, you should get a dedicated team. Ideally, you’ll have an account manager in addition to a team lead. The account manager is your primary point of contact—the person you call when something is changing, you need to plan for the future, or the team isn’t meeting your goals.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Know who the strongest players are among your current employees so you can keep them on your team. Job training doesn’t have to come only from managers or human resources trainers. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ClientSuccess

MARCH 23, 2021

As more companies announce they will continue remote operations indefinitely, customer success teams are either auditing their existing remote communications strategy or looking for ways to keep things running smoothly long-term. You don’t always have to turn your video on, but make sure your team is consistent.

SaaS 65

SaaS Personalization Accountability Sales 65

Talkdesk

JANUARY 6, 2021

Most healthcare call centers had to scramble to set up a remote or hybrid-remote workforce while still focusing on meeting patients’ needs in a crisis. In this ebook, we introduce the five stages to modernize your healthcare cloud contact center: Tackle: What do we need to change? Transition: How will we change it?

Healthcare 71

Healthcare Cloud contact Contact Center Call Center 71

Inbenta

JUNE 2, 2021

The sudden switch to remote work has introduced additional work to Human Resources, who have had to revamp their people management operations and respond to the massive influx of employee requests for assistance. It may seem a bold statement, but even smoothly managed organizations are prone to human error.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

ClientSuccess

OCTOBER 20, 2020

Customer success departments were truly put through the ringer this year, with some teams dealing with an incredible amount of uncertainty, change, and, unfortunately, customer churn. Here are three reasons why a customer success management platform needs to be part of your 2021 budget planning: 1. 2021 Customer Success Planning.

SaaS 59

SaaS Accountability Management Sales 59

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Noble Systems

OCTOBER 7, 2020

Although you cannot avoid real-time management all together, you want to ensure that that the vast majority of your staff is working in planning rather than in real-time management. Shoot for 80% in planning and 20% in real-time management. This number should include agents, supervisors, team leads, etc.

Service level 98

Service level Contact Center Accountability Time management 98

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub. Business Continuity.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

CSM Magazine

APRIL 15, 2021

While many firms saw their turnover fall by 42% and employment levels drop by 30%, others managed to grow despite COVID-19. These are fundamental questions that we set out to explore in our latest Recovery Accelerator Kit EBook , outlining a set of modern tools and templates for winning customer loyalty and growing market share post-COVID.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. In the absence of co-workers, mentors or managers nearby to guide employees, the need for simple and effective knowledge management has intensified. ProcedureFlow makes your employees experts faster.

Management 63

Management Government Call flow Scripts 63

Comm100

OCTOBER 25, 2021

If you want to learn more about this topic and understand how you can engage with international students today, take a look at our new eBook –. Get ebook now. Free eBook. A tool that has helped to narrow the gap between remote and in-person engagement is video chat. Begin your digital transformation journey today!

Education 52

Education Chatbots Personalization Customer Experience 52

ClientSuccess

JULY 1, 2021

This year has been nothing short of a rollercoaster from having to manage customers in a fully remote capacity to deal with multiple instances of unexpected churn. The next time a problem arises that brings some panic, take a step back and see if a slight change your team can make in a customer plan to pivot in a new direction.

Upselling 52

Upselling Accountability Sales Management 52

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

Babelforce

DECEMBER 9, 2021

Few (or even zero) developers or computer engineers are required to manage, install and update the software. In remote locations, users can achieve all this with only a network connection and a web browser. Providers of IaaS and PaaS software will not offer the same level of remote support. IaaS PaaS SaaS Hardware ? ? ?

SaaS 52

SaaS APIs Contact Center CRM 52

SharpenCX

AUGUST 4, 2021

As a customer service manager, you know how critical it is to deliver the best customer experience. As technology changes and remote work grows increasingly popular, customer expectations shift. Plus, your team will take more initiative when they have skills ahead of the curve. . Bots can save you time as a manager, too.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

SharpenCX

JUNE 30, 2021

Let’s consider some of the stats around how your agents impact good customer service: 71% of consumers believe a quick response from a service team can drastically improve their customer experience. As a contact center manager, much of what you do daily shapes the quality of your service. Get tools to help your teams collaborate.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

ChurnZero

JANUARY 15, 2021

Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. But what else is in store for this trendsetting team in 2021? Processes, technologies, people (training and incentives) and channel management must now be aligned and integrated for Customer Success on a massive scale.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

CSM Magazine

AUGUST 6, 2021

In other words, companies must buy and manage the software and hardware, as well as the servers and related infrastructure required to run it. That is why the IT department must be large and experienced while also having a team that will need to be trained. On-premise solutions necessitate large initial expenditures.

Cloud contact 59

Cloud contact Contact Center contact center solutions Metrics 59

SharpenCX

MARCH 25, 2021

Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working. And using data from real customer conversations gives you the context you need to effectively coach your team. All your systems sync up and share customer information.

Coaching 67

Coaching Analytics Call Center Quality management 67

ChurnZero

MARCH 31, 2020

During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Customer Success Managers don’t want to contribute to email fatigue, but they also don’t want to be silent. 7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar.

Morale 72

Morale Education Surveys Accountability 72

NobelBiz

MAY 16, 2023

What was initially perceived as a temporary fix soon revealed its potential to deliver benefits beyond remote work. The infrastructure, software, and hardware are hosted and managed by a third-party service provider rather than being maintained on-site by the company. Let’s look at some of the most obvious competitive advantages.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on.

SaaS 74

SaaS Finance Metrics Upselling 74

ChurnZero

MARCH 6, 2020

All-in-one HR software provider Rise People notes the drawbacks of a workplace without empathy: “When people don’t feel understood or cared for, they start to pull back, and thus, your team is not getting their best efforts.”. At ChurnZero, we use Slack as a quick and easy way to share employee kudos and drive team engagement.

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

ChurnZero

APRIL 8, 2020

Your Customer Success team is delighted that your customers are happy, your product team loves that they are building a product worth talking about, and your Sales and Marketing department revels in the fact that your own customers are massively helping them with their day-to-day jobs! This means face-to-face too, where possible.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

Nicereply

MARCH 7, 2019

Reading through her Medium articles , one uncovers a great deal of emotional knowledge that helped make Basecamp, according to one colleague , what it is today in terms of management and emotional navigation. Abby leads the customer support team at Clubhouse and hosts the Support Driven podcast. Sarah Hatter. She is truly inspiring.

Engineering 94

Engineering Customer Support SaaS Personalization 94

SharpenCX

NOVEMBER 19, 2019

Make remote work an option for full-time agents and those you hire on seasonally. Our associates are our lifeline so when they talk, we listen,” Josh Layton, Williams-Sonoma recruiting manager, told FlexJobs. “As The future of work is remote. I opt for the call back, every time. Learn about Sharpen Logic. We can help with that.

Interactive Voice Response 59

Interactive Voice Response Wait times Contact Center Abandon Call 59

Playvox

DECEMBER 5, 2022

Not only did these audits assist managers in spotting avoidance techniques and behaviors, but they also allowed the agents that were diligently working to get the praise they may not have received otherwise. My manager saw, and I was suspended for putting a customer on hold unnecessarily.”. “I How To Address Call Avoidance.

Contact Center 52

Contact Center Average Handle Time Management Coaching 52

Nicereply

NOVEMBER 21, 2023

Key Touchpoints in the Customer Journey for NPS Measurement To effectively measure and manage customer experience, it’s critical to identify the key touchpoints in the customer journey where an NPS survey will be most impactful. Remote Support Survey template On a scale of 0 to 10, how would you rate your remote support experience?

Surveys 59

Surveys B2B Feedback Education 59

Noble Systems

MARCH 19, 2021

The demands on small and mid-size business (SMB) teams are different from those at larger organizations. This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. Learn more about specific features for Telemarketing or Collections teams.).

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. Did your customers?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

NobelBiz

MAY 16, 2023

What was initially perceived as a temporary fix soon revealed its potential to deliver benefits beyond remote work. The infrastructure, software, and hardware are hosted and managed by a third-party service provider rather than being maintained on-site by the company. Let’s look at some of the most obvious competitive advantages.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40