MiaRec

MARCH 30, 2024

He then speaks to John Ortiz, Technology Sales Manager at MiaRec , who put the demo together, to go through some of the video’s key talking points. John also provides some examples of how MiaRec's solutions are enhancing agent training, customer satisfaction, retention, and compliance adherence.

Analytics 85

Analytics Contact Center Video Customer Satisfaction 85

Forrester's Customer Insights

APRIL 11, 2024

Low AIQ Undermines Your AI Ambitions If you’re like most leaders we speak with, you’re still figuring out generative AI and other AI solutions for employees. You’re also underestimating the amount of training and upskilling your employees need to productively use these tools. The bright light of AIQ shines in this office. Image source.

Training 65

Training Tools Customers Government 65

Lumoa

JANUARY 8, 2024

Speaking a myriad of languages. Training and Support: Does it offer training resources and customer support? This isn’t just data; it’s an immediate, clear-cut view of customer reception. Language Detection: This one is self-explanatory. We know Apple’s global. Their customers? is available to test it first?

Analysis 394

Analysis Software Comparison Social Media 394

Comm100

JUNE 6, 2023

In 2022, it announced the awarding of $286 million across 48 states and territories to boost the training and hiring of mental health professionals in K12 and higher education. With live chat, students can speak to agents via a computer or mobile, getting convenient and fast support whenever they need it.

How To 130

How To Resources Training Meeting 130

ShepHyken

NOVEMBER 14, 2023

For example, an employee may speak a foreign language. If one of your customers speaks the same language, doesn’t it make sense to let that employee talk to the customer? Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Insurance 146

Insurance Employee Experience Culture Customer Service Training 146

ShepHyken

MARCH 26, 2024

What you probably don’t know is that other than a pleasant demeanor – hopefully a natural part of the employee’s personality – there was a lot of training to get this person educated about the company’s products so they could deliver a knowledgeable and helpful experience. They made your experience enjoyable and easy.

Entertainment 84

Entertainment Sports Customer Service Training Training 84

TechSee

JUNE 29, 2023

Training an LLM to Know and Write Standing up an LLM-powered chatbot requires training, tuning, testing, and validating the LLM’s knowledge and guidance. Like agents, the LLM must have visibility into system outage statuses and training on the latest agent guidance or best practices.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Matters

JUNE 6, 2019

I’ve had a busy couple of months, delivering speeches and training in Salt Lake City (twice), London (twice), Orlando, Madrid, Sydney, and Melbourne, in addition to remote sessions in Paris and Philadelphia. What have I been speaking about? I’m on my way back from Australia; the end to a very long, but wonderful road trip.

Training 254

Training Management Customer Experience Customers 254

Interactions

APRIL 26, 2024

In fact, according to Interactions research , nearly half of consumers say that speaking with customer service is frustrating (47%) and said they’ve become angry while speaking to customer service in the past 12 months (48%). Who will they feel comfortable speaking with? It doesn’t have to be this way. How human do IVAs sound?

Interaction 62

Interaction Strategy Self Service Technology 62

ShepHyken

SEPTEMBER 26, 2023

And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. The problem is a training issue. Create a database of customer questions and answers and train employees to use it.

Customer Service 134

Customer Service Social Media Customer Service Training Training 134

BlueOcean

APRIL 24, 2024

Below are a few ESG-focused RFP questions that speak specifically to the social impact and ethical business practices of each potential vendor. How are these policies enforced? These days, most employees are more than familiar with the stereotypically hours-long, rote harassment training sessions (complete with videos from the 90s.)

Contact Center 177

Contact Center Policies Effort Score Government 177

Customer Bliss

FEBRUARY 26, 2020

Never having you speak into a microphone to place your order, face-to-face service is all they give. Live It—Lead by Example: “We’re believers that birds of a feather flock together,” said Pal’s CEO Thom Crosby, speaking to the Harvard Business Review. “If Know It—What’s Your Higher Purpose? We go the opposite direction.”

Case Study 258

Case Study Study Company Culture 258

Comm100

APRIL 22, 2021

These complaints largely stemmed from the fact that the chatbot couldn’t ‘speak human’. According to Salesforce, 69% of consumers prefer to use chatbots than speak with an agent. It’s also worth noting that AI chatbots improve customer experience by reducing wait time and queue length for those visitors who want to speak to an agent.

Chatbots 246

Chatbots Brands Wait Times Consumers 246

Steve DiGioia

FEBRUARY 18, 2021

Offer training that teaches optional phrasing and greetings they can use depending on the situation. Speak to me like a person instead of how you are scripted by the corporate offices to “maximize the guest interaction” That only works on paper, not in person. Yes, the clerk must be professional and act within guidelines.

Tips 246

Tips Guidelines Interaction Training 246

The DiJulius Group

JANUARY 22, 2024

At the time I had no formal speaking training outside of a couple of speech and/or presentation classes. 10 years ago, I left my very predictable job as a department director in the professional sports industry to become a consultant, public speaker, and facilitator.

Sports 52

Sports Consulting Tips Training 52

Calabrio

AUGUST 10, 2020

This type of debt settlement can take months or years to resolve, so agents often speak with clients over the course of the program. Meetings, trainings and coaching happened all day long. Results Speak for Themselves. And, because managers couldn’t forecast, overtime was assigned based on ‘gut feel.’”. It’s a win-win.”.

Contact Center 243

Contact Center Self Service Meeting Training 243

Customer Bliss

JANUARY 20, 2022

In what they do, and how they built First Direct, they have abolished hours where they are not available, people who don’t have time to speak, upselling, long lines, those red ropes, and queuing. In listening to their best customers, @firstdirect learned they wanted to speak to a real person immediately. So the bank made it happen.

Case Study 148

Case Study Banking Study Hospitality 148

Team Support

NOVEMBER 15, 2023

Generally speaking, roughly 50% of your staff can be allocated to level 1 support, taking on anywhere from 15 to 40 low-complexity cases per day. You may be able to train internally for these new leadership roles or bring in new talent. These new roles may require 5% to 15% of total support staff.

Knowledge Base 105

Knowledge Base Leadership eBook System 105

TechSee

FEBRUARY 12, 2024

Speaking of learning, leaders expanding AI rollouts should formalize employee onboarding and training for AI to ensure effective usage as the AI scales. This highlights the importance of investing in employee training when deploying AI. Expansion should naturally build on proven use cases that require minimal refinement.

Study 109

Study Training Innovation ROI 109

Magellan Solutions

MAY 21, 2023

Improved Communication This kind of answering service can help your business bridge the communication gap with your non-English speaking customers. Think about the time consumed from hiring and training in-house employees to managing customer service inquiries in multiple languages.

Meeting 98

Meeting Call Center Average Handle Time First Call Resolution 98

Beyond Philosophy

FEBRUARY 15, 2024

We address these words and actions when we undertake our Memory Maker Training. How Training, AI, and an Outside-In Perspective Can Help Moreover, Memory Maker training can also help your team identify these clues. They won’t need any training to manage these emotions. Click here.

Connections 88

Connections Loyalty Brands How To 88

Uniphore

JANUARY 24, 2022

Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. In fact, 91 percent said they were likely to quit‡ in a recent survey, with nearly half citing stress and inadequate training. Go Beyond Call Center Coaching with Real-Time Agent Assist. Get Your Copy Now.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

ShepHyken

FEBRUARY 22, 2022

” We have a cultural problem where employees are afraid to speak up. We have to put them at ease so they know it is okay to speak up. ” “Employee empowerment is providing your team members with the tools, the training, and the opportunities that they need to do their job – and then letting them do it.”

Leadership 123

Leadership Culture Training Groups 123

Bill Quiseng

MAY 18, 2022

But he doesn’t expect you to train your people. Training is top down, one-way, “I know everything, you know nothing” instruction. Training is the how and what of customer service. Training is to develop THE BUSINESS. Training is for a job. Instead, Steve is speaking with you as a coach, not at you as a trainer.

Exceptional Customer Service 88

Exceptional Customer Service Customer Service Training Training Customer Service 88

Uniphore

JUNE 17, 2021

Agent Assist frees your agents to focus on more complex requests and allows you to troubleshoot any issues and train your agents to more effectively deliver on FCR—all in real-time. How to Train and Onboard Agents in 2021. Jacada’s Agent Assist can put you on the right path.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

ShepHyken

SEPTEMBER 19, 2023

When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 136

Customer Service Effort Score Sports Conference 136

Steve DiGioia

NOVEMBER 5, 2020

You can always train them the necessary job skills but attitude, desire, forward-thinking, and a heavy dose of common sense must already be present. How would I feel if I had to wait on hold for 20 minutes just to speak with a live person on the phone?”. I like to call it “ a recipe for success that always works ”.

Tips 147

Tips Advertising Groups Training 147

Think Customers

APRIL 1, 2024

and aerospace-grade titanium…” Here’s where I talk to the QA team It’s at this point I stop speaking to the contact center associate, and say, “To anyone listening to this recorded call for quality assurance: As the customer, my purpose for calling is to No. That was my top priority. “…and 1, report my phone lost, and No.

Sales 52

Sales Contact Center Report Training 52

Gainsight

FEBRUARY 23, 2024

And the results speak for themselves. Recently, we conducted a comprehensive study of our customer data, and the findings were clear: having a trained Gainsight Admin through Gainsight University positively impacts key metrics such as Net Promoter Score (NPS), Expansion Annual Recurring Revenue (ARR), and Active Users.

Net Promoter Score 52

Net Promoter Score Data NPS Study 52

NobelBiz

APRIL 1, 2022

Training your call center agents entails nurturing and improving skills like active listening and active speaking. First call resolution and contact center rates are crucial for contact center performance.

First Call Resolution 98

First Call Resolution Contact Center Call Center Culture 98

Myra Golden

SEPTEMBER 17, 2021

Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices. This morning I recorded a short training on how to handle the most challenging mask questions. Watch my short training (below) for answers to your top questions.

How To 109

How To Policies Training Video 109

Gainsight

DECEMBER 15, 2023

Why CS Needs to Learn How to Speak CFO For years, we’ve been talking about your CS team being trusted advisors to your customers and doing the important work of helping them be more successful. As a result, CS leaders must learn to speak the revenue love language in addition to their already-fluent customer love language.

Tips 52

Tips Leadership Sales Training 52

Interactions

JUNE 29, 2023

Over a third of respondents (36%) cited unnatural “robot-speak” as a point of contention, and 47% were irritated at repeating themselves to incomprehensible technology. Further, 53% favor bypassing restrictive dial menus, underlining the need to provide an efficient customer service experience.

Interaction 62

Interaction Technology Customer Service Chatbots 62

ShepHyken

AUGUST 29, 2023

The result of these experiences is everything I speak and write about. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. When the salespeople proved they were helping more than selling, they won me over. Connect with Shep on LinkedIn.

Customer Service Training 123

Customer Service Training Sales Examples Customers 123

NobelBiz

SEPTEMBER 12, 2023

On the flip side, high ATTs may point to prolonged conversations, which can be indicative of inefficiencies, complex inquiries, or inadequate agent training. By assessing “Talk” times, call centers can identify training needs or knowledge gaps.

Call Center 52

Call Center Metrics Contact Center Customer Satisfaction 52

ShepHyken

MAY 24, 2023

And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. You’ve probably experienced this.

Sports 130

Sports Hospitality Customer Service Training Customers 130