Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).

Call Center 52

Call Center Management Contact Center Omni-Channel 52

BlueOcean

JULY 24, 2017

The same must be said when you’re looking to build a strategic partnership with a new contact center outsourcer. The contact center RFP is essential, of course, but the contact center site visit is invaluable. The Contact Center RFP Process. The Contact Center Site Visit. Being a contact center agent can be tough.

Contact Center 0

Contact Center Culture eBook Hospitality 0

Interactions

FEBRUARY 25, 2021

In these times of uncertainty and chaos, a streamlined customer experience can go a long way in helping customers feel supported, assured, and safe. Utility providers face unique challenges when outages strike and customer experience is strained as agents struggle to keep up with the high volume of calls.

Self Service 62

Self Service Contact Center Wait Times eBook 62

TechSee

NOVEMBER 11, 2019

Implementing standard protocols such as Zigbee can simplify the user experience by automating the device discovery process. Deb calls Customer Service and is invited to a live visual self-service session. Visual Assistance takes troubleshooting to the next level by allowing the contact center system to see the customer’s environment.

Self Service 138

Self Service Technology Wireless eBook 138

Inbenta

NOVEMBER 9, 2021

Whether it’s for processing transactions, consulting information, and accessing customer service, banks today need to invest in improving their contact points with consumers beyond their branches or outsourced call centers, and digital solutions have provided the banking sector with a competitive advantage. .

Chatbots 95

Chatbots Banking Customer Care Self Service 95

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

Think Customers

JANUARY 18, 2022

A quick live chat with a bot, for instance, can rapidly escalate to an emergency call with an agent, which we refer to as an associate, and vice versa. The same is true for a call that begins with an interactive voice response (IVR) system. What is a contact center associate? What is an IVR? The best fit. The best fit.

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. For example, think about a recent experience you had with Amazon. 2) Disagree. (3) 6) Agree. (7)

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Talkdesk

JUNE 18, 2020

By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. Contact centers are one of the many industries feeling the impacts of the coronavirus (COVID-19) and right now, it’s anything but business as usual.

Industry 63

Industry Strategy Management Contact Center 63

BlueOcean

OCTOBER 31, 2017

Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. Putting your customer service in the hands of unknown agents requires a thorough understanding of what goes on behind the scenes. Managing agents is an integral part of the picture. 3 Ways to Empower Call Center Agents. •

Contact Center 50

Contact Center eBook Call Center Management 50

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

Vonage

OCTOBER 22, 2015

We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: According to John, the next step is Customer Experience 3.0.

Technology 120

Technology Customer Service Gamification Wireless 120

Stella Connect

JUNE 28, 2018

Just imagine what you could accomplish if call center attrition were a non-issue. Customer service agents would be careerists, loyal to the brand and enthusiastic about serving customers. As you built out your team, established agents would help guide newer agents and keep them engaged.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

JUNE 28, 2018

Just imagine what you could accomplish if call center attrition were a non-issue. Customer service agents would be careerists, loyal to the brand and enthusiastic about serving customers. As you built out your team, established agents would help guide newer agents and keep them engaged.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Ecrion

MARCH 28, 2019

If you aren’t listening, you can expect a very poor customer experience will happen, which might cause you to lose that customer. When she calls your company, how this situation is handled could mean the difference between a great customer experience, or possibly losing a loyal customer.

Communication 40

Communication Examples eBook Call Center 40

Stella Connect

MARCH 20, 2018

To help you move forward in a less haphazard, more confident way, we’ve compiled a list of the top 10 things you need to keep in mind as you build out your contact center. EBTH’s customer service agent at work. Will you use in-house agents and/or outsourced teams? W]e don’t treat customer service as a cost center.

Customer Service 55

Customer Service Contact Center How To Training 55

Inbenta

APRIL 2, 2020

A chatbot should always be created with a specific purpose in mind and that purpose should be at the center of its functionalities. As mentioned above, all chatbots are not created equals, especially when it comes to the technology they use, and therefore the user experience they provide. Escalation to a live agent.

Chatbots 52

Chatbots eBook Social Media Sales 52

Qualtrics

APRIL 27, 2020

Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. The stakes are high - one bad experience is enough for customers that loved the brand to shop elsewhere. The results can be drastic.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Stella Connect

MARCH 20, 2018

To help you move forward in a less haphazard, more confident way, we’ve compiled a list of the top 10 things you need to keep in mind as you build out your contact center. EBTH’s customer service agent at work. Will you use in-house agents and/or outsourced teams? W]e don’t treat customer service as a cost center.

Customer Service 40

Customer Service Contact Center How To Call Center 40

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. What will brands’ biggest concerns be in 2018? One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You also hope to keep agents engaged so they’ll want to stay put. Coaching Customer Service Agents for Individual Growth. “A Our employees are not amateurs.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

NOVEMBER 7, 2017

They’re not just a good idea in theory; they can help brands correct course (in near real time), optimize resources, and seed big product and customer experience innovations. to enhance the customer experience. Front-line VoC data collected in real time improves agent performance in more ways than one. Policy Decisions.

Data 40

Data Effort Score Contact Center Policies 40

Think Customers

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Your brand is your promise to your customers, it’s a pledge to deliver exceptional customer experience. How are they performing?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Wootric CX Blog

MARCH 31, 2021

This upgrade calls for: Experimenting to understand what does and doesn’t work for your customers. Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise. Learn how to improve customer experience for growth and higher loyalty. Use a CX command center.

Self Service 52

Self Service Feedback Survey Effort Score 52

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You also hope to keep agents engaged so they’ll want to stay put. Coaching Customer Service Agents for Individual Growth. “A We pay them.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates.

Customer Service 105

Customer Service Tips Average Handle Time Communication 105

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. But we do have our picks of must-see presentations.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Uniphore

JUNE 7, 2021

One of the most hyped new trends in the contact center is agent assist software. With increased interaction complexity and the adoption of work from home processes, agents have a lot on their plates right now. An agent assist solution could make a world of difference — improving agent performance and preventing burnout.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

Comm100

MAY 13, 2020

What are the hallmarks of a good omnichannel solution, that—when properly identified—will help you deliver an exceptional, consistent, and reliable customer experience? This console will be the center of your daily operations, so it is important that it is user-friendly. The Essentials. Provide an omnichannel view of the customer.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

Magellan Solutions

FEBRUARY 24, 2022

Outsourcing Lead Generation: A Comprehensive Guide for Choosing the Right Provider. Having a service provider do a business task for you is called “outsourcing.” ” A BPO company takes care of all marketing, inbound, and outbound calls. Make a few calls and then stop. Company’s Experience.

Social Media 40

Social Media B2B B2C Sales 40

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Esteban Kolsky

MARCH 13, 2018

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. The first webinar was the basic definition and set up – what’s customer experience, how it works, why do you need to do it, etc.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Playvox

MAY 24, 2023

For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. If your workforce is not properly planned and scheduled, not only do your contact center agents suffer, but your customer experience will also.

Call Center 52

Call Center Metrics Measurement Contact Center 52

Comm100

SEPTEMBER 7, 2017

Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. eBook] The Guide to Becoming a Top Performing Live Chat Agent. Download Free.

Sports 111

Sports Average Handle Time Call Center Customer Service 111

Comm100

NOVEMBER 23, 2020

Once a new ticket is created, it can easily be tagged, sorted, and distributed to the right agent at the right time. Free Live Chat Software for Unlimited Agents. Agents can easily switch channels if an issue escalation calls for it, manage multiple email addresses, collaborate on tickets, and track resolution.

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

Comm100

JUNE 13, 2018

A difficult shopping experience during the holiday season can leave customers with a bad taste in their mouth – and businesses with a bad rap. Put the customer experience at the forefront of your priorities, and make purchasing a breeze by removing any friction from the buying experience. Know Your Competition.

Tips 130

Tips Self Service e-support Social Media 130