Stella Connect

APRIL 4, 2017

By January 2016, chat had overtaken email, 90% to 87%. Of course, to make your customers happy and transform your contact center from a cost center to a profit center, you have to do chat well. If chat isn’t a priority for your brand, or you don’t offer it, consider this. Why the shift away from email? Really well.

Study 40

Study Policies Ecommerce Comparison 40

Uniphore

JANUARY 4, 2022

Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. Umesh was globally recognized in 2016 as one of the ten ‘Next Generation Leaders’ by Time Magazine. CX and Contact Center Leaders. Conversational AI Platform. U-Self Serve. Case Studies.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Myra Golden

JANUARY 12, 2016

Live Webinar with Myra Golden. You do this by ensuring that your coaching and discipline is immediate, foreseeable, consistent and impersonal. —————————————————–. We Need to Talk About How You Coach Your Employees. This new program contains a step-by-step approach to coaching agents to deliver the best customer interactions.

How To 40

How To Feedback Meeting Consulting 40

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.)

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Stella Connect

APRIL 17, 2018

These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.) Clarify expectations at all levels.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Comm100

DECEMBER 16, 2019

With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. Webinar: AI and Bots: Are you ready? Customer-facing chatbots aren’t the only way to use AI in the contact center. Demystifying chatbots and AI.

eBook 130

eBook Chatbots Infographics ROI 130

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. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Tricia Morris

OCTOBER 9, 2015

Treat yourself to the 13 shocking customer service statistics below to encourage bigger and better buy-in for your 2016 customer service initiatives: 1. Contact Centers Must Go Digital or Die, Forrester Research, 2015). Nearly 80% of contact centers say their current customer service systems won’t meet their future needs.

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40