InMoment XI

DECEMBER 13, 2022

Failure demand is when an organization falls short of servicing customers on the channels they are seeking, which then causes demand for services in other channels. If we revisit the earlier example—how does the organization measure that the customer visited the website before they called into the call center?

ROI 493

ROI Call Center Return on Investment Measurement 493

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

DECEMBER 21, 2023

The latest technologies, trends & insights about Customer Service & Support of Things, for contact center and field service professionals.

Contact Center 124

Contact Center Trends Technology Customer Service 124

Lumoa

OCTOBER 26, 2022

Attending a Customer Experience Conference means not only having the opportunity to network with peers and professionals who are facing similar challenges, but also having the possibility to hear from big and small brands alike how they have solved different pieces of the Customer Experience puzzle. Now more than ever.

Conference 236

Conference Customer Experience Contact Center Financial 236

Experience Investigators by 360Connext

JANUARY 30, 2024

She is a Certified Customer Experience Professional (CCXP) as well as a Lean Six Sigma Black Belt (LSSBB). Michelle is a former board member for the CXPA (Customer Experience Professionals Association). Manager of Contact Center Sales for Verizon Business. Michelle holds 6 U.S. Patents for her work as an engineer.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Zeisler Consulting

APRIL 2, 2024

All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) Certain things lend themselves to self-assistance.

Contact Center 72

Contact Center Policies Customer Care System 72

BlueOcean

OCTOBER 4, 2023

Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. Your outsourced contact center partner will be responsible for QA on the agent side, and the OPI partner is responsible for performance managing interpreters.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Calabrio

AUGUST 10, 2020

Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. Continues Sharon, “NDR didn’t have official scheduling for its contact center agents before we implemented workforce planning.

Contact Center 243

Contact Center Self Service Meeting Training 243

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

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. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Contact Center 78

Contact Center How To Call Center Gamification 78

Calabrio

JULY 28, 2020

As companies are adjusting to the new way of working in 2020, the Society of Workforce Planning Professionals has recognized three Calabrio customers as finalists for their Workforce Management Professional of the Year Award. Three cheers (and many more accolades) to the following exemplary professionals! Shortened hold times.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent. Launch the stack.

Contact Center 91

Contact Center Chatbots Self Service Touchpoint 91

Calabrio

APRIL 12, 2021

We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader.

Contact Center 147

Contact Center Call Center Social Media Analytics 147

NobelBiz

NOVEMBER 20, 2023

Moreover, its professional features, such as call forwarding, auto-attendant, and customizable greetings, contribute to a seamless and positive customer service experience, reflecting your brand’s personality. Read more about the NobelBiz self-service IVR system here.

System 103

System Communication Contact Center Self Service 103

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent? The wrong KPIs could be holding back your top performers from reaching their own professional goals for a wide range of reasons. Do they reveal truly exceptional performance?

Contact Center 88

Contact Center Gamification Measurement Training 88

Calabrio

OCTOBER 19, 2022

The Digital Transformation of the Contact Center Is Still Happening. The modern contact center has radically changed within the last few years with a surge of companies switching to cloud services. What will the demands of the contact center be in 2030? Anything less than this will hurt brand loyalty.

Connections 147

Connections Contact Center Analytics Travel 147

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We’re calling it the CX revolution in financial services and insurance. . Contact centers are the missing link in transforming CX.

Insurance 135

Insurance Financial Trends Contact Center 135

CSM Magazine

MARCH 25, 2024

Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. The Ethos of Customer Service Customer service professionals understand that maintain a positive relationship with customers is essential. Here we explore this complex issue.

Policies 52

Policies Call Center Exercises Contact Center 52

Call Experts

MAY 20, 2022

As the first point of contact, a contact center answers for your customers and prospects 24-7. Unfortunately, many companies are not able to provide this level of service. Contact centers can help ensure that you never miss an opportunity. What is a Contact Center? What is After Hours Service?

Contact Center 98

Contact Center Call Center e-support Self Service 98

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? When customers reach out to a call center, they often expect their issues to be resolved immediately. The industry benchmark for supervisor escalation is 10% or less .

Call Center 106

Call Center Management Contact Center Wait Times 106

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

NobelBiz

DECEMBER 11, 2023

Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations. Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Quality Assurance: Enables monitoring and improvement of service quality.

Call Flow 106

Call Flow Customer Experience Contact Center Call Center 106

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Active Listening: Start with attentive listening.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. It has led call centers to explore the benefits of AI.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

COPC

SEPTEMBER 9, 2022

is pleased to announce a new partnership with the Contact Centre Management Group (CCMG) in South Africa. This partnership will provide the South African contact centre industry with research insights into its market and those it supports, ensuring improvement in professional competency. WINTER PARK, Fla., 8, 2022 – COPC Inc.

Industry 100

Industry Call Center Groups Consulting 100

Magellan Solutions

APRIL 15, 2024

These entities cater to a diverse array of services, all tailor-made to care for their global clientele’s expansive needs. Identified as a premier IT outsourcing firm in the Philippines, below is a brief overview of the identified companies, enriched with insights into their service offerings and client bases.

Company 52

Company Culture Healthcare Contact Center 52

CSM Magazine

MARCH 28, 2024

In the busy and sometimes stressful environment of a contact center, maintaining employee well-being is both a challenge and a necessity. Industry research indicates: 74% of call center agents are at risk of burnout due to high emotional labor. 91% of call center agents experience anxiety and other mental health issues.

Contact Center 52

Contact Center Call Center Exercises Resources 52

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.” In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well.

Gamification 79

Gamification Contact Center Training Feedback 79

Magellan Solutions

MARCH 5, 2023

Call centers crowd the metropolitan, creating jobs for millions of Filipinos. Filipinos have earned a spot for providing excellent BPO services. No wonder western countries like the United States and Australia chose to outsource customer services and technical support to them. What Is a Shared Service Center?

Government 98

Government Call Center Resources Contact Center 98

Blake Morgan

JANUARY 2, 2024

                                     The pandemic whirlwind has reshaped everything, including customer service. But are we losing sight of what truly matters in contact centers now? She even offers tips for young professionals looking to join the customer experience revolution!

Contact Center 52

Contact Center Leadership Tips Customer Insights 52

Interactions

MARCH 28, 2024

The best and the brightest CX professionals joined a panel, including our very own Interactions CMO, Peter Mullen , to discuss the dilemma of opting for low-hanging fruit to establish credibility and deliver tangible results swiftly, versus investing in experimentation for revolutionary, long-term advancements. Yet, many aren’t delivering.

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

NobelBiz

DECEMBER 5, 2023

With advanced VoIP features like simultaneous ringing and call queues, call forwarding enhances productivity and customer service. The most common reasons for using call forwarding are: avoiding missed calls (86%), providing alternative contact options (75%), and managing workload (72%). for domestic calls and $10.00

Communication 104

Communication Contact Center Contact Center Software Customer Satisfaction 104

ShepHyken

JUNE 15, 2021

Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. How has social media changed the way businesses do customer service?

Omni-Channel 151

Omni-Channel Contact Center Social Media Communication 151

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. 9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. My comment: You know I love stats and facts about anything related to customer service and CX. Here are my top five picks from last week.

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

Magellan Solutions

JUNE 18, 2023

But it could be if only you’d utilize a few tools to boost business—just like a telephone answering service , perhaps? A dedicated contact center answering service might just be the ticket to the big time. In fact, you don’t just get one answering service agent—you get an entire team at your beck and call.

Contact Center 97

Contact Center Meeting Tools Call Center 97