Fonolo

JUNE 30, 2020

Many of your candidates will not necessarily picture themselves as a call-center extraordinaire, but rather, a skilled and capable professional who can adapt to the job you’re hiring for. 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

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

Fonolo

MARCH 14, 2023

Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. The work can be repetitive and stressful, leading to employee burnout.

Call Center 95

Call Center Contact Center Self service Contact center software 95

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

ChurnZero

SEPTEMBER 8, 2021

For those of us who are excited to interact with their colleagues again and learn from industry and Customer Success experts in a conference setting, we have compiled this list of the top three in-person events that are happening for you to consider making plans to attend before the end of this year. Register for BIG RYG DC here. .

Personalization 95

Personalization SaaS Upselling B2B 95

Expivia

JANUARY 26, 2022

But most importantly, it takes a strategic approach to contact center management. With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management. Call centers can be stressful. How will management support this new workplace culture?

Call Center 105

Call Center Contact Center Management Employee engagement 105

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. How to manage COVID19 in the contact centre , by Justin Tippett. We encourage you to check back often.

Contact Center 221

Contact Center CCNG Best practices Government 221

JustCall

OCTOBER 16, 2023

Increased digitization in healthcare only means that customers want instant, relevant, and convenient support, specifically for after-hours healthcare services. Increased digitization in healthcare only means that customers want instant, relevant, and convenient support, specifically for after-hours healthcare services.

Healthcare 52

Healthcare Interactive Voice Response Wait times Abandon Call 52

Fonolo

APRIL 5, 2022

Professional? If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors. They must set strong examples of teamwork, work ethic, company values, and of course: customer service. What comes to mind when you think of the ideal call center leader?

Call Center 99

Call Center Contact Center Gamification Construction 99

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Hassan Alnassir.

Call Center 182

Call Center Management Scripts Coaching 182

ProProfs Blog

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting?

Management 162

Management Customer Service Best practices Entertainment 162

Fonolo

APRIL 15, 2020

There’s always a script — a basic list of questions or responses to customers who have issues. Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. Coaching builds confidence and as a manager, it’s your job to do that.

Coaching 91

Coaching Customer Service Scripts Morale 91

Call Center Weekly

OCTOBER 1, 2018

culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture is rooted in an organization's goals, strategies, structure, and approaches to labor, customers, investors, and the greater community. How is the engagement between leaders and staff, staff and customers?

Morale 164

Morale B2B Customer Experience Sales 164

JustCall

DECEMBER 1, 2022

Several people still prefer working from home as it helps them maintain balance and reduce stress. The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Call Center Online Management Tips.

Call Center 52

Call Center Management Agent burnout Scripts 52

Call Experts

MARCH 18, 2020

Without much preparation, many people are abruptly having to adjust to new ways of operating, managing and planning for life. 25 Screen-Free Activities for Kids: Here are some Screen-Free Activities for Kids that will have kids learning, laughing and get a break from the stress. . . . The Value of an Optimized Customer Experience.

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

CSM Magazine

DECEMBER 18, 2019

Everyone who has ever held a job is familiar with burnout, but studies suggest that customer service workers are at a higher risk of experiencing symptoms of stress and exhaustion due to the intensely demanding nature of their work. Customer service burnout is thus worryingly common.

Customer Service 52

Customer Service Education Customer Support Management 52

Babelforce

SEPTEMBER 15, 2021

Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help. Here are 13 tips to give your call center training program a boost. 13 Call Center Training Tips. #1 Here are 13 tips to give your call center training program a boost.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. Confident, happy, and proud employees are going to serve customers with pleasurable experiences ensuring that they return soon and make future purchases.

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60

BlueOcean

MAY 14, 2018

However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure. Your contact center partner owns a huge part of your customer experience. And customer experience comes with complexities not found in other service offerings. Don’t stress.

Contact Center 85

Contact Center outsourcing Feedback Customer Experience 85

ChurnZero

SEPTEMBER 8, 2021

For those of us who are excited to interact with their colleagues again and learn from industry and Customer Success experts in a conference setting, we have compiled this list of the top three in-person events that are happening for you to consider making plans to attend before the end of this year. Register for BIG RYG DC here.

Personalization 52

Personalization SaaS Upselling B2B 52

Fonolo

JANUARY 27, 2022

Good contact center managers instinctively know this, especially since 95% of a manager’s success resides in selecting the right people. Here are the top call center interview questions you should be asking to hire the best customer service representatives. How would your previous team/manager describe you?

Call Center 75

Call Center Contact Center Construction call center professionals 75

JustCall

MARCH 9, 2023

For instance, according to research, simulation training, which is a part of such a training module: Outperforms role-playing-based training in terms of accuracy and speed of processing customer calls Improves agent performance at higher levels of task complexity Why is Agent Training Important?

Call Center 52

Call Center call center software Construction Best practices 52

JustCall

NOVEMBER 24, 2022

Frontline customer care call center executives can often be exhausted. Organizational leaders know that recognizing and rewarding top performance is critical, but many of them don’t have a lucrative incentive program in place. You simply need to figure out the best approach that works best for your customer service team.

Morale 52

Morale Call Center call center workforce Metrics 52

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. If you’re a team leader who knows their team has what it takes but is just lacking a little direction, here are a few steps you can take to begin creating a positive, growth-driven customer service team culture.

Customer Service 98

Customer Service Feedback Healthcare Education 98

ChurnZero

AUGUST 26, 2022

But the real secret is knowing that there is no secret, hack, or shortcut to stressing less. Maybe it’s the end of the quarter or you have a lot of new customers coming on. That’s a way that you can stay top of mind and add value to the conversation without just pitching stuff. There are a lot of things going on.

Accountability 98

Accountability SaaS Engineering Personalization 98

CSM Magazine

DECEMBER 19, 2022

There may be additional products or services provided. The goal is to give a boost to development, to increase customer loyalty. The uniqueness of the product and service is strengthened. Another goal is to attract additional customers. Support service works around the clock to help customers solve problems.

Construction 52

Construction Marketing Analytics Call Center 52

Help Scout

AUGUST 17, 2021

We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. There are also customer relationships and expectations to manage. Tip #1: Focus on real-world application of knowledge.

Customer Service 80

Customer Service Finance Consulting Consulting 80

Call Experts

JANUARY 5, 2023

Finding the right HVAC phone answering service is essential. . When you’re managing an HVAC business, there are a lot of things that take up your time. What if you had a professional answering service answer all of those missed calls and deliver messages to your team? . The 7 Best HVAC Phone Answering Service Tips.

Answering services 52

Answering services outsourcing Accountability Best practices 52

Call Experts

NOVEMBER 20, 2019

Customer activities and interactions with brands during the holiday season significantly impact contact centers. Contact centers provide support for your business and manage the increase in call volume. Customers always expect top of the line customer service from their favorite brands.

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

SharpenCX

APRIL 7, 2021

A good manager is a good coach. Yet too many customer service leaders are bogged down by other tasks to actually dedicate time to coaching and training their teams. Turns out managers like you only have 7% of their time available for deep work, like training and coaching. Avanade ) .

Customer Service 67

Customer Service Coaching Call Center Employee engagement 67

Call Experts

DECEMBER 19, 2018

Below we have highlighted a few tricks and strategies to deal with holiday season spikes to balance your workflow and ensure the best customer service for your clients and customers. Those who are offering speical sales, services, and products are advised to focus on constant communication for every part of their organization.

outsourcing 58

outsourcing Call Center Answering services Contact Center 58

Call Experts

MARCH 27, 2019

Is it stressing you out? Even after weeks, months and years of ups and downs, you must work hard and leave a good impression on customers around the world. Here we are going to discuss a few tips to grow your audience and lead more traffic to your business. Think about your past customers. Tips for getting new customers.

outsourcing 61

outsourcing Call Center Answering services Benchmark 61

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. We had to listen.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ChurnZero

SEPTEMBER 4, 2020

By programming repetitive tasks and trigger-based communications – b uilt on behavior, lifecycle, or product usage – you never miss an opportunity to capitalize on your customers’ most pressing pain points, needs, and wants. Instead trigger your outreach based on the customer’s actions (or lack thereof). .

Metrics 87

Metrics Benchmark SaaS Accountability 87

Call Experts

NOVEMBER 20, 2019

Customer activities and interactions with brands during the holiday season significantly impact contact centers. Contact centers provide support for your business and manage the increase in call volume. Customers always expect top of the line customer service from their favorite brands.

Call Center 49

Call Center Management Contact Center Journey mapping 49

Creative Virtual

JANUARY 13, 2022

For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. As conversational AI technologies have improved and customer preferences have shifted more towards self-service options, some of these critiques have become less relevant.

Virtual Agent 52

Virtual Agent Self service Chatbots Accountability 52

ChurnZero

DECEMBER 28, 2021

Here’s ChurnZero’s greatest hits compilation of our top content, milestones, and happenings from 2021. Top 10 Articles from 2021. Retention Deficit: How to Keep Customers by Talking About More Than Your Product. As a Customer Success professional, you talk to customers about your products and services all day, every day.

Finance 52

Finance SaaS Accountability Metrics 52