CSM Magazine

NOVEMBER 14, 2023

Faced with this dramatic rise in AI-driven tech for customer service, you might expect the number of agents to decrease but therein lies an interesting paradox. Put Employee Engagement Top of the Agenda When employees are disengaged, they are less productive and more likely to leave.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Why is benchmarking important?

Contact Center 52

Contact Center Call Center Management Gamification 52

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. phone or digital), and are they taking breaks at the most optimal times to maintain service levels.

Contact Center 74

Contact Center Measurement Call Center How To 74

Innovative CX

AUGUST 10, 2021

I think we can all agree that customer service agents are the most “measured” employees in an organization. The voluminous amounts of data generated from call management systems measure an agent’s performance in talk time, after call work, availability, adherence, quality, accuracy and so on.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

Eptica

JUNE 13, 2018

Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. So how do you ensure you are covering all the bases when tracking CX performance? There are three main considerations to focus on: 1.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Verint

DECEMBER 13, 2017

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First Call Resolution Employee Engagement Software 26

RapportBoost

NOVEMBER 5, 2018

“The ICMI Customer Experience Movers & Shakers list recognizes the hardworking individuals that are inspiring excellence, motivating their peers and shaping the future of customer service,” said Erica Marois, Content Manager, ICMI. Brands have achieved up to 60% year-over-year revenue gains by using RapportBoost.

Sales 40

Sales Contact Center Average Handle Time Employee Engagement 40

Playvox

JANUARY 11, 2024

As customer interactions and support have become more complex, and contact centers provide omnichannel support, call center leaders need a better way to maximize agent performance, gain operational efficiencies, and deliver an outstanding customer service experience. Is WFM the Fountain of Youth?

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. These kinds of call center metrics can help you to make informed decisions about workforce management and service level.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

CSM Magazine

OCTOBER 6, 2021

Once they identified the root cause behind agents underuse of the GPS tool (lack of training, misconception on time taken to use the tool), contact centre leaders were able to partner with the training team to re-launch the GPS tool kit. Delta Dental of Minnesota – Joint runner-up. THE ONE AWARDS WINNERS. The Optimizer – Autodesk.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

West Monroe

OCTOBER 20, 2017

Average Handle Time will drift up because the easily answered issues that impact the lower end of the average are now automated and not part of the AHT calculation. When agents are only handling issues more complex than a 6, a robust knowledge base becomes a requirement. Automation is coming.

Self Service 51

Self Service Contact Center Average Handle Time Knowledge Base 51

Think Customers

AUGUST 9, 2021

The front office refers to the customer-facing section of a firm. For example, hotel receptionists, bank tellers, and other customer service and sales associates who directly interact with customers are considered part of an organization’s front office operations. What is the front office?

Contact Center 52

Contact Center Average Handle Time How To Hotels 52

CSM Magazine

OCTOBER 30, 2019

What if this could happen in real-time and go one step further to tell the customer service representatives (CSRs) and managers whether a customer interaction is going well or suggest how to improve it in the experience?

Customer Experience 40

Customer Experience Self Service Contact Center Average Handle Time 40

Natalie Petouhof

APRIL 7, 2016

Determine Metrics for Reducing the Cost to Serve Customers, While Enhancing Revenue from Top-Notch Customer Experiences. Use the customer journey as the guide for overall success metrics. Covering Customer Service, Self-Service and Customer Experience. Drnatalie Petouhoff.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40

Team HGS

AUGUST 13, 2019

Does the brand team share the customer journey information with their call center and then share the outcome of the call back to the digital team? To this point, my takeaway, for the “Engage” stage of the journey is to empower customer service agents with more data, creating less friction during interactions to improve the #CX.

Management 40

Management Conference Average Handle Time Contact Center 40

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Magellan Solutions

SEPTEMBER 10, 2019

These customers seek help in the following areas: Getting extra information about a product or service. Inconsistent service. And other customer service-related concerns. Meanwhile, outbound call services assist you in: Generating leads. Sell products or services. Enhanced customer service.

Call Center 49

Call Center Call Center Solutions Contact Center Culture 49

Verint

MAY 16, 2017

Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.

Contact Center 42

Contact Center Management Average Handle Time Measurement 42

Verint

FEBRUARY 15, 2018

This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them.

Contact Center 26

Contact Center Average Handle Time Customer Journeys Customers 26

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. FCR) and average handle time (AHT).

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Comm100

MAY 31, 2021

A decade-long study involving 100,000 teams found that increasing employee engagement can generate up to 18% more sales. Here are five top tips to help you get your agents engaged and onboard with your KPIs and lead your team on a journey to live chat excellence. But it’s completely worth the effort.

Net Promoter Score 246

Net Promoter Score Average Handle Time Effort Score Customer Satisfaction 246

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. In-house social networks and forums promote the sharing of best practices and knowledge across customer service teams.

Call Center 117

Call Center Training Technology Gamification 117

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. It was a shift backed by data—lots of it.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. AI-powered solutions and tools are shaping the way organizations engage with and manage their workforce. And the list goes on.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Playvox

MARCH 27, 2023

Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills.

Contact Center 84

Contact Center Gamification Training Chatbots 84

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Michel Falcon Experience

FEBRUARY 11, 2019

Hey Team, I’m excited to share my Customer Experience Keynote presentation that I shot in St. In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience. Good afternoon.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

.” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management. It’s customer service. Delivering exceptional customer service. So, I want the three of you, because all from the same company.

Culture 12

Culture Employee Engagement Company Engagement 12