Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. A call dropped in the middle of a customer complaint. CX Visibility Bad audio quality.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.

Contact Center 204

Contact Center Training Call Center How To 204

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You’re welcome to pick and choose from the questions below, tailoring to your unique business needs. Hourly staff?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Working from home (WFH) is the core of business continuity today.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. The study found that only about one in every three reps felt engaged in their work. Jacada's Call Center Life: 2021 Edition.

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

Contact Center 105

Contact Center Call Center Self Service System 105

NICE inContact

FEBRUARY 4, 2019

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent is very real.

Virtual Call Center 152

Virtual Call Center Call Center Course Connections 152

ShepHyken

JANUARY 22, 2021

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. If you are looking for best practices to monitor remote agents’ performance, this blog is for you.

Call Center 87

Call Center Virtual Call Center Contact Center Average Handle Time 87

NICE inContact

MARCH 12, 2019

With more than 52,000 houses in 22 states, American Homes 4 Rent is the leader in the single-family rental homes industry. And the main face of that commitment is their contact center which handles inbound and outbound contacts for sales, customer service and maintenance.

Contact Center 160

Contact Center Engagement Call Center Call Center Solutions 160

NICE inContact

SEPTEMBER 30, 2019

One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

ShepHyken

AUGUST 24, 2018

You probably also want them to help each other out, answer questions for one another, and share what works so that everyone can improve. That’s hard enough to do in a call center or office. But how do leaders create great customer service teams when everyone is working from home, or at least from somewhere you’re not?

Customer Service 79

Customer Service Call Center Leadership Customers 79

NICE inContact

JANUARY 23, 2019

Leaders in key industries across the globe use the company’s data and platforms to solve some of today’s most complex challenges, from fraud to the opioid epidemic to safety for violent crime victims. But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed.

Contact Center 137

Contact Center Technology Gamification Call Center Solutions 137

Uniphore

APRIL 21, 2020

How do you create a call center work environment when agents are worried, tired and stressed? As the coronavirus chaos continues, many contact centers face little choice but to allow their employees to work from home. Yet, working remotely has many complications. Read More.

Call Center 130

Call Center Contact Center Customer Confidence How To 130

Upstream Works

JULY 16, 2020

This is Part 3 in our 3-Part series about how contact centers can adapt and thrive during a global pandemic. As the pandemic wears on, contact centers face challenges on two different but highly related fronts. For agents, that means working from home. Technology #1: Omnichannel Contact Center Solutions.

Contact Center 78

Contact Center Technology Self Service Omni-Channel 78

CX Accelerator

APRIL 1, 2022

I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company.

Tips 266

Tips Contact Center Communication Connections 266

Kerry Bodine

AUGUST 14, 2020

When starting out with your journey mapping research, I suggest following this approach: 1) Home in on interesting questions or challenges with quantitative research. This approach is detailed in my blog post 3 Steps To Better Customer Research. So, for example, you may have a top-level customer journey called “Go grocery shopping.”

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

ShepHyken

AUGUST 31, 2018

The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. LG promises that AI in your car will tell your refrigerator when you are coming home and which groceries you need to pick up. In fact, LG pledged to include AI in every home appliance they make. Faster reaction time.

Self Service 73

Self Service Chatbots Social Media Insurance 73

Steve DiGioia

MAY 2, 2022

I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person. No matter how scripted a match may be, the ebb and flow of a wrestling match is a work in progress. It’s amazing watching two experienced wrestlers working their craft. It happens.

Customer Service 328

Customer Service Entertainment Sports Social Media 328

Uniphore

SEPTEMBER 30, 2021

Tanner , 37% of people believe recognition is the biggest contributor to them doing good work—nearly three times more than any other motivator. Moreover, it’s crucial to recognize your contact center agents in the right way. Calling out team wins to keep morale levels high. Even a simple “thank you” can go a long way.

How To 100

How To Call Center Contact Center Feedback 100

NICE inContact

JANUARY 4, 2019

Like a lot of contact centers, Superior Contact, a subsidiary of TelNet Worldwide, found itself at a fork in the road: Keep pouring resources into its outdated premise-based system or take the leap into the cloud with new and knowledgeable partner. Agents benefit, too.

Contact Center 120

Contact Center Meeting Resources Report 120

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. These components work together to create a cohesive, automated customer service ecosystem. Table of Contents What Is Customer Experience Automation (CXA)?

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 130

Contact Center Leadership Training Technology 130

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. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Talkdesk

MARCH 26, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. The sheer volume increase would overwhelm even a fully staffed contact center.

Contact Center 92

Contact Center Insurance Call Center Technology 92

Beyond Philosophy

OCTOBER 13, 2022

Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I didn’t know what the whatchamacallit was, but I knew it wasn’t working. However, I couldn’t book it myself and had to call an agent. We created this newsletter in partnership with Streem.

Video 88

Video Contact Center Customer Experience Net Promoter Score 88

TechSee

JUNE 10, 2021

Sure, they divert your workforce from more strategic tasks. . This blog challenges that status quo. In addition, Gartner reports that field service teams have created new triage and digital service support roles for senior field technicians who no longer want to work in the field.

Self Service 207

Self Service Innovation Analytics Transportation 207

Team Support

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. We couldn’t agree more!

Call Center 98

Call Center Video Conference Software 98

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. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Upstream Works

APRIL 28, 2022

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. But, it’s the person-to-person interactions that will have the greatest impact on CX and the success of your contact center. First Impressions Matter. Show Them a Better UX.

Contact Center 78

Contact Center Call Center Chatbots Technology 78

Talkdesk

JUNE 1, 2020

Many customer experience (CX) initiatives have been postponed in favor of smoothing our teams’ transition to their new working environment, adapting to our customers’ evolving needs, and promoting health and safety above all else. Let’s not forget: We are not alone in this. We’ll refer to this as the CX Reframe.

Contact Center 78

Contact Center System Connections Customer Experience 78

Bold360

APRIL 1, 2020

We’re all experiencing daily disruption brought about by social distancing as we stay, work and learn at home. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Knowledge Base 95

Knowledge Base Call Center Self Service Management 95

Calabrio

JUNE 17, 2019

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. Today, more than ever before, employees are prioritizing work/life balance as a critical aspect when evaluating a potential employer. Start a WFM Marketplace.

Contact Center 100

Contact Center Gamification Management Call Center 100

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

Customer Bliss

SEPTEMBER 10, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . Of course not.

Hotels 223

Hotels Chief Customer Officer Course Video 223

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. From finding the perfect working area to maintaining a daily, healthy routine, many of us have adjusted to working from home. Prepare a list of desired outcomes and work accordingly to achieve them.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. Finally, what’s your contingency plan if the VPN option doesn’t work?

Call Center 105

Call Center Contact Center Travel System 105