SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. Plus, you need a high-performing, empowered contact center. Call Quality. Service level.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. Call Center Software for SMB. Cloud Contact Center for SMBs.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

JustCall

APRIL 4, 2023

It is not an overstatement to say that a company’s success today largely depends on its ability to engage with customers effectively. One of the most important aspects of this is an inbound call center, where customers reach out for information, support, or to make a purchase.

Call Center 52

Call Center Sales Inbound sales Upselling 52

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Playvox

MAY 24, 2023

For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Workforce management metrics provide crucial insight into how well you are planning your workforce. What Is Workforce Management?

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Inbenta

MARCH 30, 2021

Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer experience. This boosts customer satisfaction rates as well as brand loyalty.

Marketing 136

Marketing Customer Service Self service Chatbots 136

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. Here are the top things that contact centers can do now to deliver on the ever-shifting demands of customers.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Noble Systems

DECEMBER 7, 2020

Some of the most persistent complaints of customers that call into contact centers to ask a question or receive other services are that hold times are far too long and that they have no idea the length of time they will have to wait. Three ways intelligent callback technology can benefit customers and contact centers: 1.

Interactive Voice Response 68

Interactive Voice Response Contact Center Technology Abandon rate 68

Hello Customer

JANUARY 27, 2021

Customer experience has been around for some time now. Despite lots of companies are cutting budgets on their CX efforts, it’s important to put your customer in the center of your activities. We asked Berend-Jan Rietveld, CX Strategist and Head of Passenger Experience at Schiphol Airport. Is it safe?

Customer Experience 98

Customer Experience APIs Management Customer centricity 98

SharpenCX

FEBRUARY 10, 2021

About 66% of customers faced problems with the products or services they purchased in 2020. Customers who had breakdowns in their interactions rose 10% over 2019 according to The National Customer Rage Study. It’s time to turn to the brain of the operation: your customer service data. What’s more? Interaction data.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

SharpenCX

MARCH 4, 2020

Flashbulb memory is our tendency, as humans, to only remember experiences where our emotions run high. Or, the infuriating call we had with a red-hot customer last week. We don’t remember what we ate for dinner last night or how many customer interactions we cycled through during the day.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Babelforce

JUNE 22, 2021

Pros of ASP Cons of ASP Your free guide to conversational AI (eBook). An Application Service Provider (ASP) is an organization that offers applications and software to customers via the Internet. Call center CRM software is typically a good example of this.). How does an ASP work? Is an ASP the same as SaaS?

SaaS 85

SaaS CRM Call Center Sales 85

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. A clear understanding of your business objectives is required. Download Now.

Customer Experience 117

Customer Experience Morale Journey mapping Customer centricity 117

Fonolo

NOVEMBER 16, 2017

The call center can be a great resource for getting questions answered, but it’s typically not the most enjoyable experience. This is especially true because of the many different channels that give customers instant gratification – thus increasing the expectations for customer service. Phone Menu Agony.

Contact Center 100

Contact Center Abandon rate Call Center Wait times 100

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Top Ten Call Center Metrics. #1 2 Customer Satisfaction (CSat).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Noble Systems

MAY 20, 2021

The global Contact Center Intelligence Market, including speech solutions, is expected to see a CAGR of more than 25% through 2027. With the growing acceptance of speech tools and AI, what are companies able to do with their IVRs today that can positively impact the customer experience? You can ask ‘why are you calling me?’,

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

SharpenCX

MARCH 4, 2021

You’re ready to walk into a monthly meeting tomorrow with your VP of Ops when your phone lights up with a dreaded “ding!” – an after-hours email from your boss. Yeah, turns out your boss wants you to present important metrics in front of your COO now, too. There’s the daily data you share with your agents.

Analytics 67

Analytics Average Handle Time Management Metrics 67

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work. But there’s more to it.

Contact Center 77

Contact Center Gamification Surveys Management 77

Interactions

JUNE 24, 2021

Over the past few years, brands have been investing a lot of money, time, and strategy in customer experience. There’s no question that brands– especially the world’s leading brands– understand the impact of a great customer experience. Maybe, but we’re optimistic that customer needs can be met. .

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. And here are the telltales.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

aircall

NOVEMBER 21, 2022

To succeed in the face of these skyrocketing targets—not to mention while resources remain relatively stagnant—customer-facing teams need to streamline low-value administrative tasks and focus on higher-value prospect and customer interactions. Spoiler alert: our customers experienced a 373% ROI.

CRM 62

CRM Wait times Consulting Consulting 62

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

NobelBiz

FEBRUARY 22, 2023

Call Centers must then choose between PBX and cloud telephony implementation. In this article, we discuss the topic of cloud telephony vs. PBX as well as the right telco solution for your call center. What exactly is a call center PBX? The end user has access to all phone system data and settings.

Call Center 52

Call Center voip Contact Center Enterprise 52

SharpenCX

JUNE 30, 2021

Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? Why wouldn’t a customer find a company that makes buying and learning a product or service quick, easy, and accessible?

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

JANUARY 15, 2020

Too often we hear about companies failing to meet customer expectations. What about the examples of good customer service and the success stories of leaders and employees who ban together to deliver outstanding experiences? Download Now: Get 7 actionable tips to improve coaching and training for better CSAT.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

SharpenCX

JUNE 10, 2021

Most people don’t grow up dreaming about being a frontline customer service agent. Unfortunately, even the best call center leaders can’t get rid of the high-stress moments and angry customers agents have to face on the job. Customer service isn’t a bad gig, but it does come with its stresses. It’s hard work.

Morale 67

Morale Call Center Contact Center Coaching 67

Babelforce

MAY 6, 2021

Contact center service is all about helping people. But your agents can only help if they understand the problems customers face. That’s why so many businesses train their agents in active listening, where agents consciously focus on the customer. This makes it tough for your agents to listen effectively.

Technology 52

Technology Call Center Contact Center Contact center software 52

Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Quiq

DECEMBER 5, 2019

A growing number of credit unions have implemented messaging to enhance member experience, expedite collections, and streamline loan processing. Take a look at some of Quiq’s most popular resources to help you get started on your messaging journey. 7 Reasons Your Members Want To Text You. Download the PDF.

Self service 57

Self service Best practices Call Center Technology 57

Babelforce

DECEMBER 17, 2020

The topic of personalized customer service has probably crossed your desk at some point. If you research how businesses personalize service you get some very bland advice ; use the customer’s names, be friendly in interactions, listen to and understand their query…. First problem – your business already does this stuff, right?

Personalization 52

Personalization Customer Service Contact Center APIs 52

Quiq

DECEMBER 5, 2019

A growing number of credit unions have implemented messaging to enhance member experience, expedite collections, and expedite loan processing. Take a look at some of Quiq’s most popular resources to help you get started on your messaging journey. 7 Reasons Your Members Want To Text You. Download the PDF. Read More.

Finance 52

Finance Contact Center Self service Best practices 52

Nicereply

SEPTEMBER 28, 2021

Whether it’s a help desk to process tickets or software to collect feedback easily, there’s a software solution that will make your job easier and more efficient. For many people, customer service is a key factor when deciding whether or not to do business with a company. What to look for when choosing a customer service tool.

Customer Service 98

Customer Service call center software Surveys Analytics 98

SharpenCX

FEBRUARY 18, 2020

Your agents ping you constantly asking for advice. And, you have a meeting with a customer in an hour to talk about some data they lost due to a bug in your system. And, you have a meeting with a customer in an hour to talk about some data they lost due to a bug in your system. Are your customers happy?

Call Center 84

Call Center Coaching Management Contact Center 84

Babelforce

FEBRUARY 4, 2021

She nods again and asks: ‘ Did you call their customer support line?’. Call them?’ It’s far from limited to younger customers though, and it’s not only consumers driving demand. Get started with your (free) automation ebook. The age of the customer – it’s still going on. 2 Money in your pocket.

Self service 52

Self service Customer Support Chatbots Interactive Voice Response 52

BlueOcean

SEPTEMBER 17, 2020

The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. Schedule your Implementation kick-off meeting.

outsourcing 62

outsourcing Customer Care Calibration Government 62

CSM Magazine

AUGUST 6, 2021

The initial costs for a cloud contact center solution , on the other hand, are significantly lower. Improvements and upgrades. Customization is possible with on-premise software. After all the IT staff may have to start customizing again when their provider delivers new upgrades and features.

Cloud contact 59

Cloud contact Contact Center contact center solutions Metrics 59

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. And here are the telltales.

Contact center software 52

Contact center software Contact Center contact center solutions Cloud contact 52