BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? The same is true for first call resolution and average handle times. ICMI data shows that 66% of agents get frustrated when faced with language barriers. It reduces their confidence in providing accurate or timely answers due to possible misinterpretation.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. What is Customer Service Coaching?

Customer Service 98

Customer Service Training Exercises Feedback 98

Uniphore

NOVEMBER 19, 2021

For calls that need further assistance, automation can pass the context gathered from your IVA to your agents to help streamline resolution. For example, the platform can coach agents with appropriate rebuttals to customer objections or suggest language to help steer the conversation away from partial payment or settlement discussions.

Self Service 130

Self Service Financial Customer relationships Interaction 130

Playvox

JANUARY 25, 2024

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? Hiring, training, upskilling, and retaining agents are activities critical to your success. This results in long wait times and abandoned conversations.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Do the KPIs you use now to measure employee performance accurately reflect each agent’s real value? It may be time to take a closer look. Get clear and honest about your real goals. Your goals should guide your KPIs.

Contact Center 88

Contact Center Gamification Measurement Training 88

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Here’s the blueprint for achieving greater agent productivity in your call center.

Contact Center 74

Contact Center Measurement Call Center How To 74

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. Why Workforce Engagement Matters to Business?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Team Support

MARCH 17, 2022

When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. When a customer chats in with a new or particularly green support agent, the team member might provide wrong information or generally make some mistakes. Reduce time to resolution.

Net Promoter Score 97

Net Promoter Score Course NPS Training 97

Uniphore

DECEMBER 20, 2021

At the same time, BPO employees are needed now more than ever. Added to an agent’s toolbox, these solutions can improve performance, reduce time-consuming manual tasks and drive employee engagement and satisfaction. AI can offer real-time assistance to agents on calls. Enter conversational AI and automation.

Customer Service 130

Customer Service Contact Center Employee Engagement Training 130

Uniphore

JUNE 17, 2021

Get It Right The First Time - Every Time. Why FCR Matters to Your Agents. Unresolved callbacks not only create more work for your agents, they also often come with added customer frustration. Tired of repeating themselves or feeling misunderstood, customers may become indignant or outright rude toward your agents.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? You probably already think enough about Average Handle Time, or AHT for short. AHT is the average length of time it takes an agent to complete a call. Here are 10 ways Agent Assist helps to get it done: Start Every Conversation with Context.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? This is where an effective coach comes in.

Contact Center 136

Contact Center Average Handle Time Exercises Interaction 136

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Yet managers continue to fall short. Why Gamification?

Gamification 79

Gamification Contact Center Training Feedback 79

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. These digital command centers offer a comprehensive overview of operations, enabling supervisors to make informed decisions in real-time.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

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

JUNE 19, 2023

Real-time monitoring offers an unparalleled advantage in achieving this goal. From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. What is Real-Time Monitoring?

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently. Simulation Training for Better Human Engagement and Performance.

Training 93

Training Customer Service Contact Center Chatbots 93

CSM Magazine

APRIL 20, 2023

Startek integrated Zenarate into its Startek Agent AI to enhance employee experience and deliver a superior customer experience. Startek has integrated Zenarate as part of Startek AI Coach into its Startek Agent AI platform to help develop confident top-performing new hires and tenured agents.

Training 59

Training Telecommunications Contact Center e-support 59

Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. All that time adds up quickly. What Is Employee Self-Service?

Self Service 85

Self Service Management Contact Center ROI 85

Lithium

JANUARY 2, 2024

The NEW CRM Connector enables agents to manage CRM records and cases while managing omnichannel customer conversations Agent Assist feedback in Care In the Agent Assist area of a conversation, agents can now submit feedback regarding Agent Assist. Agents can also choose to submit overall feedback on the feature.

Social Media 52

Social Media CRM Video Contact Center 52

Playvox

NOVEMBER 15, 2022

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Coach And Develop Your Customer Service And Support Team.

ROI 86

ROI Software Management Contact Center 86

Stella Connect

JANUARY 26, 2022

Customers know in an instant if your agents will meet and exceed their expectations , and all it takes is one bad experience to lose them. It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know.

Customer Service Training 96

Customer Service Training Training Tips Customer Service 96

Experience Investigators by 360Connext

APRIL 23, 2024

It’s time to make your case. In embracing a real-life, business-centered approach and understanding key elements of customer demands like speed, convenience, and human touch, businesses can craft experiences that resonate deeply with customers, solidifying a foundation of customer loyalty and competitive advantage in today’s market.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Calabrio

DECEMBER 18, 2020

Well beyond determining peak ‘call times’ and ‘frequently asked questions,’ analytics solutions today are providing granular customer details in near real-time, helping contact centers get smarter, faster and more immersive. Analytics are Driving the Data-Driven Approach. Plus, data is becoming more complex.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

Comm100

JANUARY 11, 2023

Competition is at an all-time high. The benefits of AI in customer service are many, including more efficient and highly personalized support for customers, unmatched availability, and improvements to agent workflows and support volume. This speeds up support for the customer as they don’t need to wait for an agent to become available.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

BlueOcean

MARCH 20, 2017

They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. We won the business with a solution that was based entirely on using agents located in our center. Managing Work-at-Home Call Center Agents.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. Zenarate AI Coach helps leading brands develop top-performing customer-facing teams through AI conversation simulation. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Contact Center 52

Contact Center Training Healthcare Travel 52

CSM Magazine

MAY 25, 2022

Zenarate AI Coach continues to transform how the world’s leading brands in financial services, BPOs, healthcare, travel, technology, and services industries use AI Conversation Simulation to develop top-performing agents in 12 languages around the world. Concurrent Chat Simulation?- ?Agents

Contact Center 52

Contact Center Healthcare Travel Financial 52

Upstream Works

DECEMBER 14, 2022

The legacy approach to customer service is largely reactive, where agents respond to incoming inquiries and are not involved with what happens before or after the inquiry. AI Use Case 1: CX Before an Agent Interaction. At a base level, AI applications can draw from CRMs to match the customer profile with the right agent.

Contact Center 78

Contact Center Self Service Chatbots Analysis 78

NICE inContact

JANUARY 24, 2019

As a result, productivity has soared, hold time has dropped and quality has improved. Agents, in particular, have especially benefited. Agent productivity, engagement and performance quality have all improved significantly, thanks in no small part to CXone Quality Management Pro and inView Performance Management for CXone.

Data 137

Data Contact Center Retail Metrics 137

BlueOcean

APRIL 20, 2023

Before joining ONQ, I spent most of my adult life in politics and executive coaching. And so Lucas Fuentes, who was on your show earlier , started out as an agent. And he went from being an agent on the floor to being a supervisor, and now he’s Vice President of Training and Development. And then I met my husband, Alan.

Contact Center 156

Contact Center Culture Course Training 156

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Understand that the problem is not empathy in itself but how it is coached.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

Playvox

FEBRUARY 27, 2023

In combination, these often boost customer service agents’ efficiency and help improve KPIs. They also work to lower agent recruiting, onboarding and training costs because these are some of the highest cost areas in the customer service center. They also look to consolidate solutions through pre-built integrations.

Omni-Channel 75

Omni-Channel Contact Center Management Multi-Channel 75

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. at Blue Ocean. Get Creative and Reward Team Achievements.

Contact Center 156

Contact Center Gamification Transportation Travel 156

BlueOcean

APRIL 15, 2019

It’s your contact center agents who are left to make things right and, hopefully, earn the customer’s continued loyalty – and they have to be well supported to do it effectively. Again, a smooth digital transition from social to an empowered agent is key. Cue the angry phone calls and spiteful social posts.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

BlueOcean

JUNE 26, 2018

Paul: I believe there are really three parts to the process: active listening, great note-taking, and agent ownership. It begins with training agents to pay active attention to what your customer is saying – not just the primary information like their name and address, but even the small comments, maybe something said in passing.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353