Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. In addition, we asked the authors to share a quote and explain what made them write the book and why you should read it.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Organizations invest in MQL and SQL processes without fail.

B2C 97

B2C Upselling B2B Accountability 97

Blueship Call Center

OCTOBER 9, 2023

Fortunately, there are several strategies you may use to raise the performance of your workforce. Providing your staff with the tools to view their performance and its effect on the customer experience will help them perform better. They will serve as your brand’s “face” in the eyes of the public.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Integrity Solutions

SEPTEMBER 2, 2022

Despite what the name suggests, quiet quitting is not about slacking off or doing the bare minimum. It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. Now a new phrase has entered the mainstream: quiet quitting.

Management 120

Management Coaching Employee engagement Surveys 120

Interaction Metrics

AUGUST 2, 2023

The Set-Up I typically rent with a brand like Avis or Hertz, but Fox’s low advertised prices caught my eye, and I figured I’d give them a try on a recent trip. The Set-Up I typically rent with a brand like Avis or Hertz, but Fox’s low advertised prices caught my eye, and I figured I’d give them a try on a recent trip.

Surveys 62

Surveys Feedback Advertising Accountability 62

SharpenCX

JUNE 24, 2020

As a manager, you own 70% of your employees’ engagement at work. . Your agents show up each day, plop down in their seats in the office or at home, and immediately start helping customers. And it’s up to you, manager, to keep them engaged in their role. What’s worse, though? What gives?

Management 128

Management Customer Service Agent Empowerment Contact Center 128

Hodusoft

APRIL 17, 2024

What is an Auto Attendant? In this blog post, we will discuss everything about auto attendants starting from what they are, how they work, the pros and cons of using auto attendants, how to set up an auto attendant, and how to include scripts. Read on to know more. billion in 2020 to USD 6.7

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Fonolo

JUNE 30, 2020

While these statistics may be sobering, don’t give in to the mindset that “any hire will do”. The reality is, your next great hire isn’t going to present themselves on a silver platter. As the hiring manager, ask yourself this question: “What does the ideal call-center agent look like for my business?”.

Call Center 136

Call Center Contact Center Construction Scripts 136

Nicereply

AUGUST 3, 2021

If your business is growing fast, then your customer service ticket volume is, too. Yet it can be daunting to begin the process of finding the right business process outsourcer (BPO)—one that you trust to be the voice of your company, to represent your brand and solve your customers’ problems.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Call Experts

FEBRUARY 3, 2022

Outsourcing your customer support to a small business answering service can make a world of difference in keeping up with your communication needs. Whether you’re scaling or your business needs 24/7 support, there are advantages to outsourcing customer support over handling it in-house. .

Answering services 98

Answering services outsourcing Real estate Accountability 98

JustCall

JANUARY 18, 2023

Your business can go from good to great with the help of new and modern ways to manage operations. This article tells you everything you need to know about business process outsourcing, including what kinds of processes and functions BPO vendors support, the industry’s current state and future outlook, and so on. What is A BPO? .

Call Center 52

Call Center Business Process Outsourcing outsourcing Telemarketing 52

VirtualPBX

MAY 19, 2020

Lockdown means that speaking online is now the primary method of communication and it comes with its own quirks – it’s not a given that someone who adores speaking face-to-face will enjoy a video call as much. He’s an operations manager at a call center, one whose staff worked almost exclusively from the office prior to lockdown.

Personalization 98

Personalization Call Center Accountability Management 98

Babelforce

MARCH 30, 2022

In this post: What is “the cloud?” What does it mean for a call center solution to be in the cloud? What are the benefits of a cloud-based solution? What kind of features should you look for? These tools are convenient, reliable, and enable us to do things we simply couldn’t do before they existed.

call center solutions 52

call center solutions Call Center call center software Contact Center 52

Toister Performance Solutions

MAY 27, 2021

I've combined them with my own experience talking to thousands of customer service professionals. Here are the top five reasons why we don't achieve our goals (and what you can do about it.). Let's do a demonstration. Grab your phone and open up the maps app. The fix is simple: set concrete goals.

Employee engagement 71

Employee engagement Contact Center Customer Service Technology 71

SharpenCX

FEBRUARY 5, 2020

When I call my doctor’s office, I’m immediately greeted by a self-service menu with a host of options. I send an email to the main office, and a week or so later, I get a response. What I could’ve accomplished in a 15-minute phone call took me two weeks with email. But many of your customers are like me. The big problem?

Call Center 76

Call Center Customer Experience Interactive Voice Response Banking 76

Horizon CX

MARCH 10, 2023

by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with headcount, structure, budget, and an ongoing, unending mission statement all its own.

Education 52

Education Finance Accountability Coaching 52

CSM Magazine

MAY 18, 2020

Here I review OneDesk , a popular customer service solution. What is OneDesk? OneDesk is an application that helps you support your customers and manage projects. Signing up was easy; all I needed to do was enter my email address and name. Here there are four options: Quick Set Up.

Accountability 84

Accountability Education Self service Enterprise 84

ProProfs Blog

APRIL 30, 2020

But how you compose yourself during those times defines your spirit and will define your future.” – Richard Branson , Founder- Virgin Group. Organizations are coming up with solutions and embracing innovation and planning to keep pace and adapt faster than ever before. Review your business finances and accounts.

Entertainment 147

Entertainment Finance Customer Support Government 147

JustCall

AUGUST 10, 2022

What’s the solution for this? No matter your situation, location, or time zone, you can always avoid missing calls, thanks to the call forwarding feature. However, a lot of people lack the basic know-how for call forwarding and that’s exactly what this blog aims to clarify. What Is Call Forwarding?

Accountability 52

Accountability voip Personalization Enterprise 52

Totango

MAY 11, 2021

Here’s how to plan an effective stakeholder management strategy and track your performance. How Do You Optimize Stakeholder Engagement? The first component defines what your plan is designed to achieve. Here are some of the keys to a successful execution of each step. Identify Who Your Stakeholders Are.

Management 85

Management Best practices Journey mapping Metrics 85

SharpenCX

MARCH 8, 2021

Turns out, more than 80% of customers get immediately frustrated with your brand after interacting with your IVR. It’s tough to set your agents up for successful interactions when customer satisfaction plummets before they ever reach a live human. . Get Your Toolkit Here. Here’s how.

Interactive Voice Response 67

Interactive Voice Response Accountability Wait times Education 67

SharpenCX

JULY 29, 2020

A study by Soapbox found that 72% of managers think employee meetings are the most, or one of the most important things they do to manage the performance of their teams. A study by Soapbox found that 72% of managers think employee meetings are the most, or one of the most important things they do to manage the performance of their teams.

Accountability 67

Accountability Feedback Management Employee engagement 67

Toister Performance Solutions

FEBRUARY 10, 2022

My friend increasingly spending time and effort navigating corporate bureaucracy, waiting for results, and following-up with other departments to make sure they didn't drop the ball. This post will answer three critical questions: What is internal customer service? What is internal customer service? How can you make it better?

Customer Service 62

Customer Service Sales Contact Center Accountability 62

AWS Machine Learning

DECEMBER 20, 2022

Many AWS media and entertainment customers license IMDb data through AWS Data Exchange to improve content discovery and increase customer engagement and retention. In Part 1 , we discussed the applications of GNNs, and how to transform and prepare our IMDb data for querying. Solution overview. Neptune ML. SageMaker notebooks.

Entertainment 90

Entertainment Advertising Surveys Accountability 90

Russel Lolacher

JUNE 19, 2022

She’s the author of the Workplace Wisdom blog and she’s a frequent contributing author to Harvard Business Review and Forbes as well as a speaker, including for TEDx where her talk on “Why There’s So Much Conflict at Work and What You Can Do to Fix it” is close to 400,000 views. Where compassion fits depending on your generation.

Coaching 98

Coaching Personalization Consulting Consulting 98

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. So how do we overcome this? Cue the music, Elsa.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

SharpenCX

MAY 26, 2021

If you’ve watched NBC’s hit series Th e Office , you’ve seen Kelly Kapoor’s mad customer service skills. After nine seasons of watching Dunder Mifflin fight off paper behemoths like Staples and Office Depot (all while computers slowly took over the world) I learned a thing or two about good customer service. Really, quite the opposite.

Scripts 67

Scripts Customer Service Contact Center Finance 67

ChurnZero

DECEMBER 28, 2021

Does this mean it’s finally in vogue to trade-in our repurposed office chairs for inflatable ones? A quick search of “y2k aesthetic” will litter your browser with articles on how to actually wear y2k fashion the right way. To continue our trip down nostalgia lane, we complied our own best-of highlights reel of the past year.

Finance 52

Finance SaaS Accountability Metrics 52

SharpenCX

JUNE 16, 2020

Companies are investing in co-working spaces or smaller offices to accommodate employees who can’t work from home. Are there ways to do this without doubling work? How can you keep them all engaged when some are in your office and others aren’t? Hold up: Definition time! Let me show you.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

CSM Magazine

MAY 3, 2021

You may have heard the term VPN used by your IT department. But what exactly is a VPN and why should you consider using one? A VPN provides a secure and stable connection between your home or work computer and an external network. Here are some answers to the most commonly asked questions about using a VPN.

Government 52

Government Accountability Personalization Customer Service 52

aircall

DECEMBER 28, 2020

If your company made the leap to develop distributed teams in recent years, you’re surely realizing the benefits of using the distributed team model. Once distributed teams are in place, you may find that your workflows are more efficient, your business is growing, and it’s time to scale. 1) It’s cost-effective.

Call Center 62

Call Center Analytics Agent burnout Metrics 62

Nicereply

MAY 12, 2020

Without a physical office presence, there are a few important tweaks to your onboarding process that are critical to ensuring a remote employee’s success. If your organization is still adapting to a virtual working environment, tweaking your onboarding process might seem like a daunting task.

Accountability 52

Accountability Healthcare Technology Analytics 52

Russel Lolacher

APRIL 24, 2023

KEY TAKEAWAYS What a learning moment is for leaders. What change looks when implementing new policies in a large organization. ” Garry Ridge FULL TRANSCRIPT OF INTERVIEW Russel Lolacher And on the show today we have Garry Ridge and here’s why he is awesome. The ingredients in properly changing a culture.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Global Response

JANUARY 31, 2024

Understanding regulatory compliance in call centers Call center compliance is the set of federal, state, and international rules that govern call center practices. The Do Not Call (DNC) list : Individuals can register their information on the DNC list to stop receiving telemarketing calls.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Sykes

SEPTEMBER 29, 2020

She encourages everyone — especially women — to speak up and promote their ideas. SYKES is celebrating Global Diversity Month with a special tribute to the women of SYKES. In this selection of stories, you’ll get to know our employees, how they are making a difference in their roles, and the advice they have for women on a similar path.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

She encourages everyone — especially women — to speak up and promote their ideas. SYKES is celebrating Global Diversity Month with a special tribute to the women of SYKES. In this selection of stories, you’ll get to know our employees, how they are making a difference in their roles, and the advice they have for women on a similar path.

Accountability 98

Accountability Coaching Education Telecommunications 98