Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.

Call Center 141

Call Center Contact Center Employee engagement Technology 141

Fonolo

OCTOBER 28, 2021

Call center agents do much more than answer the phone. 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. Communication skills.

Call Center 157

Call Center Contact Center Best practices Scripts 157

Customer Service Life

JANUARY 31, 2024

I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.

Contact Center 83

Contact Center outsourcing Management Feedback 83

Vistio

MARCH 16, 2024

To achieve success in their contact centers, organizations must invest in efficient and comprehensive agent training approaches tailored to address the complexities and demands of the modern call center landscape. Call handling protocols and guidelines – Do agents need to give a standard greeting or call wrap-up?

Contact center software 52

Contact center software Contact Center CRM Call Center 52

Outsource Consultants

OCTOBER 25, 2023

South Africa has long been a popular outsourcing destination for European companies due to its proximity, cost-effectiveness, and skilled workforce. First, the South African BPO market is booming, with a growing number of providers offering a wide range of services. Specifically, South African full-time employees average only 0.7

outsourcing 67

outsourcing Government Education Call Center 67

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. Imagine if you could build the ideal customer service agent.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

Fonolo

NOVEMBER 26, 2020

However, customer service professionals need more than smarts to be successful — especially when working in a contact center. This skill isn’t something you can immediately identify in a resume and cover letter, and it’s definitely not something your candidates can take a course in. CustomerService Click To Tweet.

Contact Center 167

Contact Center Call Center Chatbots Customer Support 167

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. Everything goes downhill.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Vistio

MARCH 14, 2024

Role playing is a training technique where one poses as a customer so that a new hire can practice a customer service skill in a completely safe, demo environment. In an attempt to help the agent use all of their knowledge and skills I may have laid it on a bit too thick and the agent began crying.

Scripts 52

Scripts outsourcing Contact Center Personalization 52

Fonolo

MARCH 2, 2023

While the world was pivoting from on-site to hybrid and remote workspaces, contact centers were also embracing cloud technology and upskilling agents to be among the first-generation of AI-native workers. The rise of artificial intelligence and its impact on self-service was a huge topic of interest. Customers love it.

Contact Center 141

Contact Center Self service Chatbots Consulting 141

Outsource Consultants

JUNE 7, 2021

Meanwhile, all of your friends are posting happy pictures of their blossoming BPO relationships, scaling revenue and efficiency in great destinations like the Caribbean and the Philippines. And, worse yet, you feel like you’re doomed to grow old with a BPO partner that doesn’t meet your needs. Take the Perfect Call Center Quiz.

Call Center 128

Call Center outsourcing Consulting Consulting 128

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

Outsource Consultants

DECEMBER 13, 2023

A Stone’s Throw from the US Even though Caribbean vacations seem like a world away when booking your flight, the region is pretty close to the United States in business terms. This makes them well-suited for handling customer support services for US companies. Here are a few of the region’s biggest draws for US companies.

outsourcing 67

outsourcing Bilingual agents Business Process Outsourcing Government 67

Global Response

MARCH 27, 2024

This transformative approach streamlines operations and significantly enhances the quality of customer interactions. By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact. Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

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. The fact is, striking the right balance between finding the right agent and implementing employee retention strategies will help you keep high performers motivated and happy. Your job postings are too vague.

Call Center 136

Call Center Contact Center Construction Scripts 136

NobelBiz

MAY 7, 2024

This gap has paved the way for hybrid dialer solutions, which integrate seamlessly with existing call center technology to offer the perfect blend of automated and manual dialing capabilities. This intelligent routing reduces wait times and enhances overall customer satisfaction by providing tailored interactions.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

Global Response

MARCH 26, 2024

Most customers who call your business have already exhausted all other options. They’ve tried to resolve the issue themselves, looked on your website for the needed information, and maybe even chatted with an AI agent. How can you improve FCR rates and retain satisfied customers? But none effectively worked.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. Writing Skills. Before hiring a person, check the following two skills.

Customer Support 230

Customer Support Chatbots Personalization Education 230

Fonolo

SEPTEMBER 17, 2020

In reality, there is no perfect personality type that will fulfill everything you need. For starters, contact center agents do more than just answering calls and emails. It’s the manager’s responsibility to set their agents up for success by understanding their strengths and weaknesses and support them as needed. .

Contact Center 128

Contact Center Personalization Call Center Coaching 128

Customer Service Life

FEBRUARY 29, 2024

But here’s the thing — quality assurance is useless unless feedback is delivered to the contact center agent in a way that will help them improve their performance. This is one of the reasons consistent conversations with agents are so important. This is the perfect time to discuss the results of these evaluations.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. Today, we’ll explore several techniques for creating effective customer service scripts.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Outsource Consultants

OCTOBER 4, 2021

This week, businesses across the globe are celebrating customer service week, highlighting the dedicated professionals and the sophisticated processes they leverage to thrill customers. And don’t be fooled — businesses that outsource customer service are not dodging their responsibility to their customers, they’re embracing it.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. Store these in your CS toolbox to use as needed.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Customer Experience Metrics 78

Steve DiGioia

NOVEMBER 11, 2019

Great service is comprised of many parts and each must be present to create the experience every customer desires. I know you’ll agree with me that it should be near the top of your list. Training for the needed service skills is an essential foundational aspect of great service in any industry.

Best practices 231

Best practices Management Customer Service 231

Aspect

AUGUST 28, 2017

Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” But having the time to impart your knowledge and experience onto your agents is another story entirely. 78 percent say engaged agents are the most satisfied in their work.

Coaching 191

Coaching Chatbots Contact Center Self service 191

Global Response

OCTOBER 2, 2023

They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. When you call them, you get a friendly agent almost immediately who seems happy to help with your concern. But how does all of that impact your business?

Call Center 62

Call Center Scripts Chatbots outsourcing 62

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

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Accountability Customer Service Customer Care 169

Global Response

OCTOBER 17, 2023

Our team has over 40 years of experience managing customer service outsourcing in healthcare and similarly high-touch industries—here’s what you need to consider before you start outsourcing. Outsourcing provides increased cost-efficiency and flexibility even while providing excellent service.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. So just what is high-quality customer service?

Call Center 62

Call Center Customer Service outsourcing CRM 62

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

Outsource Consultants

JULY 26, 2021

One of the biggest opportunities to emerge in 2021 is outsourcing specific business processes to trusted and skilled contact center providers. Why Is It Perfect Timing for Outsourcing? There are many reasons to be bullish on the ROI implications for shifting some (perhaps many) of your core services to a contact center vendor.

outsourcing 128

outsourcing Call Center Technical Support Contact Center 128

Vcaretec

AUGUST 8, 2023

Outsourcing customer service is something that the majority of new business owners are wary of, and for good reason. The main channel via which you communicate with your clients is through customer service, thus it can't be good for your brand, to put it mildly.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

Global Response

DECEMBER 21, 2023

Can help desk outsourcing really make a difference on customer satisfaction? Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient resolution.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62