COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. With the advent of generative AI (GenAI) and large language models (LLMs), we are in an era of exponential change. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

The Northridge Group

AUGUST 14, 2023

You may unsubscribe from these communications at anytime. In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. One of the best places to start developing this culture is by implementing the proper onboarding and ongoing training.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. We all know three things to be true about leadership: First, every leader, at any level, has a different frame of reference, skill set, education, expertise, experience, and level of passion.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

COPC

FEBRUARY 15, 2024

In a recent meeting, the committee reviewed the impact of artificial intelligence (AI) on CX operations and end-user customer satisfaction. It presents the COPC Standards Committee’s observations on the application of AI in CX and the approach to determine potential changes to the Standard.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Playvox

FEBRUARY 6, 2024

What do they have in common? What’s their secret? Definition of Quality Management At a high level, quality management is the act of overseeing all activities and tasks that must be accomplished to maintain a desired level of excellence.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . There is observational data today in social media, also, meaning it’s not what people tell you in a poll but what people tell their friends. .

Metrics 312

Metrics Finance Surveys Consulting 312

Comm100

SEPTEMBER 26, 2023

If you are looking for one personalized customer service example to supercharge your team, live chat is the best first step. This gives agents a wealth of information about the customer and their customer journey, no matter what channel they reach out on. 76% get frustrated when this doesn’t happen.

Personalization 74

Personalization Chatbots Surveys Engineering 74

Quiq

FEBRUARY 3, 2023

It’s been tough out there for the last few years—and while the future is bright, travel and tourism businesses are still facing a labor shortage that’s causing customer satisfaction to plummet. The best way to do that is with a conversational AI platform. What’s causing the shortage? Travel is back, but labor is not.

Customer Service 80

Customer Service Chatbots Airlines Feedback 80

SharpenCX

JUNE 20, 2022

Today’s call centers are achieving great gains in efficiency and call deflection with AI, but many are missing out on its most impactful capabilities. And with the current workforce challenge of recruiting and retaining employees, optimizing AI to support both customers and agents can be a game-changer for your call center.

Call Center 76

Call Center APIs Chatbots Self service 76

ChurnZero

JANUARY 25, 2024

Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge. What skills will help CSMs and individual contributors stand out in 2024?

Education 52

Education Upselling Consulting Consulting 52

Callminer

OCTOBER 3, 2019

Each entry is specifically chosen to assist in finding, training, and retaining those rockstar call center reps that will make your facility perform at its best. Look for ‘social employees.’ “In In order to find these people, businesses must know what to look for and how to best recruit them.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Real Blue Sky

MARCH 6, 2023

So, what naturally followed was a focus on simply reducing the costs of operating that cost – ah-hem, call – center, which was often accomplished through call center outsourcing. It’s not even about the shifting view that customer contact is clearly seen as a revenue center – or at least the opportunity to grow revenue.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Comm100

JANUARY 11, 2023

Competition is at an all-time high. To remain competitive in the fight for customer service supremacy, many organizations now rely on automation and artificial intelligence (AI) in customer service. What is the state of automated customer service in 2023? What are the benefits of AI in customer service?

Customer Service 87

Customer Service Chatbots Healthcare Wait times 87

Global Response

FEBRUARY 28, 2024

What are healthcare BPO services? Let’s look more closely at the different options. The healthcare industry requires the highest level of precision and customer service. Patients need support as they navigate personal health issues and complex insurance coverage. That’s where healthcare BPO services come in.

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

CSM Magazine

SEPTEMBER 9, 2022

Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Create a vision of what excellent service looks like – start by involving agents, the people who know your customers best. Make yours stand out from the crowd with the right strategy. Top 5 principles of good customer service.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52

Enghouse Interactive

SEPTEMBER 24, 2021

Technologies such as AI, automation and self-service have all helped successfully increase efficiency while improving support for agents to help them deliver faster, better service to customers. However, organisations are now starting to look much more closely at the positive impact of the contact centre on revenues.

Upselling 51

Upselling Entertainment Feedback Surveys 51

Solvvy

AUGUST 17, 2022

What are the Most Important Customer Service KPIs? Then, monitor them at intervals that provide the information business leaders need to maintain positive progress toward their goals, while detecting issues soon enough to correct them before any damage to the brand occurs. Why Should Businesses Track Customer Service KPIs?

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

Real Blue Sky

MARCH 6, 2023

So, what naturally followed was a focus on simply reducing the costs of operating that cost – ah-hem, call – center, which was often accomplished through call center outsourcing. It’s not even about the shifting view that customer contact is clearly seen as a revenue center – or at least the opportunity to grow revenue.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

So, what naturally followed was a focus on simply reducing the costs of operating that cost – ah-hem, call – center, which was often accomplished through call center outsourcing. It’s not even about the shifting view that customer contact is clearly seen as a revenue center – or at least the opportunity to grow revenue.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

CSM Magazine

APRIL 13, 2022

Stress levels among agents are rising sharply with 96% claiming to feel stressed at least once a week, while 33% of agents are stressed multiple times a week – up from 25% in 2017. Stress is a major barrier to success and it is affecting everyone. The impact of the past few years has been wide-reaching and traumatic.

Analytics 59

Analytics Coaching Best practices Technology 59

CSM Magazine

DECEMBER 2, 2020

Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. . This is a trend that is likely to continue as the UK braces itself for a tougher tier system and future lockdowns. As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges.

Analytics 72

Analytics Self service Government Engineering 72

CSM Magazine

MAY 12, 2022

Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team. Top of the list for managers are: Recruitment and retention – how do you keep your existing staff happy while attracting new talent with the right skills to best serve your customers? Top executive challenges.

Coaching 59

Coaching Analytics Chatbots Self service 59

DMG Consulting

DECEMBER 6, 2022

Influential CX Trends for 2023. 2023 is shaping up to be a tough year for many enterprises. This will elevate the importance of delivering an outstanding and personalized customer experience (CX) as organizations position themselves to maintain their profitability and retain their customers.

Self service 48

Self service Enterprise Consulting Consulting 48

Playvox

FEBRUARY 20, 2024

It enables companies to access a larger talent pool and recruit the best candidates, regardless of their geographical location. With more employees demanding flexible work options, it is likely that remote work will become even more common in the future, and companies will need to continue to adapt to thrive.

Management 88

Management Gamification Calibration Quality management 88

Fonolo

MAY 30, 2018

Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Naturally, it’s tantalizing to imagine a world where no one needs to call a contact center, but the sizzle around AI and chatbots obscures a deeper question: How much customer support can actually be done by self-service?

Self service 74

Self service Chatbots Call Center Contact Center 74

REVE Chat Blog

OCTOBER 10, 2019

Along with impacting personal lives, AI powered chatbots are also transforming the way businesses communicate with their customers and prospects. With AI chatbots, businesses can save customer support costs and improve the key productivity metrics such as first response time and enhance the customer service experience. .

Chatbots 83

Chatbots Sales Personalization Customer Support 83

Integrity Solutions

JULY 28, 2022

And these expectations are more nuanced than what most contact centers are measuring, prioritizing and training for. And these expectations are more nuanced than what most contact centers are measuring, prioritizing and training for. The term “call centers” is quickly become a relic of the past, and for good reason.

Contact Center 52

Contact Center Coaching Metrics Self service 52

Netomi

SEPTEMBER 15, 2021

Why companies need AI today. . Why the delay in what could have been a life-or-death situation? All of this comes at a time when customers have higher expectations, and support ticket volume and costs are skyrocketing: 40% of businesses are experiencing a rising cost of worker wages 3. . A shortage of agents.

Customer Service 52

Customer Service Airlines Call Center Government 52

Callminer

FEBRUARY 21, 2018

To help you avoid common mistakes in this process, we scoured the web for expert insights and reached out to a panel of call center and QA professionals, asking them to weigh in on this question: “What’s the number one mistake call centers make when it comes to comparing & purchasing call center monitoring software?”. Rob Boirun.

call center software 210

call center software Call Center Contact Center Analytics 210

Global Response

JUNE 20, 2023

Digging Deeper: The Tunisian Call Center Infrastructure The Tunisian workforce is a big part of why Tunisian call centers are so beneficial for companies looking to outsource. Golden beaches, ancient cities, beautiful mosaics, friendly locals—Tunisia is known for many things. But call centers? So how do you know?

Call Center 62

Call Center outsourcing Bilingual agents Education 62

VocalCom

JUNE 22, 2020

Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). The COVID-19 pandemic strongly accelerated the remote working trend. To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Balto

AUGUST 3, 2022

“You get out what you put in.” As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Subscribe to future Conversation Excellence Lab reports.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Global Response

JULY 10, 2023

The Philippines may be a popular call center location, but are they the right location for your call center? The Philippines: The Preferred Destination for Call Centers The Philippines are known as the “call center capital of the world,” with the Philippine BPO industry producing well over a million jobs throughout the islands.

Call Center 62

Call Center outsourcing Technical Support Education 62

teleopti

JULY 15, 2019

Tommy Palomäki at Teleopti explains why it pays to focus on CSR’s (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff. Look for a solution that is easy to learn, easy to use and factors in cultural and personal needs to its algorithms.

Gamification 57

Gamification Contact Center Self service Chatbots 57

Enghouse Interactive

NOVEMBER 27, 2020

At the same time, a greater proportion of routine customer service queries are now handled through web and voice self-service – research suggests that 83% of consumers are happy to use web self-service systems in order to help themselves. So, what skills does this new breed of super-agent require?

Self service 58

Self service Benchmark Scripts Best practices 58

JivoChat

JULY 6, 2021

In this guide, we’ll answer the question, “What is a chatbot?” What Is a Chatbot? While this is a form of automation, it’s not AI. AI chatbots, on the other hand, are designed to provide a more conversational experience. Chatbots can be a powerful addition to any tech stack. Chatbots Are Becoming a Preferred Channel.

Chatbots 52

Chatbots Sales Big data Personalization 52

HireIQ

DECEMBER 23, 2019

Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their interactions with your brand even more than pricing in most cases. Voice analysis is a strong predictor of new-hire success, retention and CSAT performance.

Contact Center 52

Contact Center Morale Metrics Analytics 52