InMoment XI

JANUARY 16, 2024

Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. What is Contact Center AI? How Does Contact Center AI Work? Will Contact Center AI Replace Call Center Agents? The simple answer is no.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

InMoment XI

NOVEMBER 2, 2022

Imagine if you were still operating your business in the same way you were in 2019. If you’re like the majority of CX practitioners (CX Network’s “Global State of CX” report shows that it is the second highest concern for CX practitioners), you likely have quite a few ROI questions. Total nightmare, right? Let’s dive in!

ROI 493

ROI Return on Investment Airlines Call Center 493

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

The DiJulius Group

MARCH 30, 2016

Background: the White Collar Sweatshop of our time In recent years, more and more sources have referred to call centers as the “white collar sweat shop” of our time. The first time I heard this reference, it immediately hit home for me.

Call Center 40

Call Center Management Training Customer Service 40

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 can also download our customizable RFP template here. List Company Facts How long have you been in business?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). If you’re reading this blog post, you are probably one of them.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

CX Accelerator

NOVEMBER 7, 2023

When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation. You can try calling back and perhaps another office will have a supervisor.” Again, huh?

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. What’s the warranty?

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. If you missed the 2022 list, you can check it out here. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ I don’t do Customer Support or Service. a failure of CX).

Contact Center 93

Contact Center System Customer Care Brands 93

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Changing Expectations. Digital First Mentality.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

BlueOcean

JANUARY 20, 2023

If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. 60% of consumers have switched brands due to a negative contact center experience.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

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

NICE inContact

OCTOBER 16, 2018

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship.

Call Center 260

Call Center Customer Service Self Service Social Media 260

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. If you want a more random experience, pick one and ask to attend.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

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

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

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This communication is typically via letters, emails, or phone calls, and must be done within the confines of the law to avoid harassment or undue pressure.

Omni-Channel 59

Omni-Channel Contact Center Customer Centricity Technology 59

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. And “last mile” is… well… exactly that.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

TechSee

JANUARY 24, 2023

The earlier that your call center staff can see the problem, the faster they can resolve it. By systematically and visually leading a caller through a series of steps, the service team can reduce costs by cutting the AHT spent on calls and increasing the number of customers they serve. This boosts FCR and lowers AHT.

Engagement 109

Engagement Average Handle Time Call Center First Call Resolution 109

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers.

Sales 107

Sales Loyalty Communication Contact Center 107

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. Whether a seasoned professional or starting out in customer support, mastering call-handling techniques is crucial to delivering outstanding service. Active Listening: Start with attentive listening.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

Beyond Philosophy

OCTOBER 13, 2022

Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse. I could have used this in a recent exchange with Delta.

Video 89

Video Contact Center Customer Experience Net Promoter Score 89

CSM Magazine

MARCH 25, 2024

But if your customer is being unreasonable, or worse, abusive, should you simply hang up? Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. But is there a scenario where it’s acceptable for an agent to end a call by hanging up on a customer?

Policies 52

Policies Call Center Exercises Contact Center 52

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

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Playvox

JANUARY 25, 2024

If you think about that, you’ll do things differently.” Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

CSM Magazine

JANUARY 29, 2024

The Centers for Medicare and Medicaid Services (CMS) test call season is right around the corner, which means prospective beneficiary call centers are bracing themselves for the Accuracy & Accessibility Study. Here’s how you can set your organization up for success. Set expectations with agents.

How To 52

How To Call Center Telecommunications Call Center Solutions 52

CSM Magazine

AUGUST 31, 2023

Inbound call centers are crucial in any business as they serve as the first point of contact for consumers seeking assistance or information about a particular product or service. An inbound call center is a type of customer service center where agents receive incoming calls from customers who need assistance with a product or service.

Call Center 52

Call Center Customer Experience Customer Satisfaction Contact Center 52

Magellan Solutions

SEPTEMBER 18, 2023

In 2019, telemarketing calls alone had a success rate of 8.21%. Telesales and telemarketing both involve using the telephone to sell things, but they have some differences and specific purposes. Telesales and telemarketing both involve using the telephone to sell things, but they have some differences and specific purposes.

Strategy 98

Strategy Sales Training Call Center 98

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Measurement Call Center How To 74

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not. Unfortunately, people often form codependent or dysfunctional relationships with brands. We all have relationships with brands. We have the same relationships with our brands.

Brands 145

Brands Banking Insurance Conference 145

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. First, it’s important to understand the difference between multichannel and omnichannel customer service centers.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95