Talkdesk

MAY 5, 2020

Today, with the increasing adoption of remote work, the idea of the “traditional” contact center is rapidly evolving. You, a freshly-minted contact center agent, are able to work from anywhere, logging into your contact center software to help customers wherever they are. You may be asked to work the “typical” 9 a.m.

Contact Center 57

Contact Center Contact Center Software Transportation Hotels 57

GetFeedback

AUGUST 16, 2018

But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. When it comes to customer happiness, you have to focus on quality over speed. to dig deeper into support quality. Why is CSAT important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Stella Connect

NOVEMBER 9, 2021

From Black Friday until well into January, your customer service agents will face overwhelming call and chat volumes. Anxious, stressed-out customers need capable, caring agents who can answer questions, solve problems, and make helpful recommendations. Preparing Your Customer Service Team for the Holiday Season.

Customer Service 87

Customer Service Poor Customer Service Contact Center Training 87

Talkdesk

MAY 5, 2020

Being an at-home contact center agent can be incredibly rewarding: you get to help customers in meaningful ways, all while working from the comfort of your own home. If you’re able, find a space in the house where you can take the most important calls and meetings without interruption.

Contact Center 60

Contact Center Wireless Connections Travel 60

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT.

Contact Center 52

Contact Center Call Center Training Management 52

Talkdesk

AUGUST 28, 2017

Our Kickoff “Designing Your Intelligent Contact Center” event in Chicago was a huge success and a lot of fun! Check out our top nine moments and make sure your contact center is working for you. #9. Our COO, Gadi Shamia, calls it like he sees it! How to have Real Conversations between Customers and Agents.

Contact Center 51

Contact Center Hotels Contact Center Software Customer Journeys 51

Talkdesk

MAY 19, 2015

A recent survey from Software Advice, a web-based reviews center for helpdesk systems, on how to improve call routing using big data revealed some interesting findings: 67 percent of people over 65 tend to prefer slower paced customer service calls, while only 57 percent of 18- to 24-year-olds prefer more time consuming attention.

Call Center 40

Call Center Data Customer Journeys Customer Service 40

Comm100

AUGUST 23, 2018

The success of these industry leaders is thanks to their shared knowledge of (and ability to act on) a simple truth: the best defense is a good offense. The success of these industry leaders is thanks to their shared knowledge of (and ability to act on) a simple truth: the best defense is a good offense.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Training Chatbots 84

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. You also hope to keep agents engaged so they’ll want to stay put.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. The focus on enhancing customer experience has gained traction in recent years. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

NobelBiz

APRIL 16, 2024

Omnichannel customer engagement carries huge significance in the call center world. Omnichannel Customer Engagement Strategies ensure consistent communication across platforms like phone calls, email, live chat, and social media, fostering a cohesive customer journey.

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

SurveySensum

JULY 14, 2020

Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. The Super-Heroes of Customer Experience are here!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BirdEye

NOVEMBER 29, 2023

This blog post explains everything you need about AI chatbots and how to leverage them for your business needs. Being available around the clock for every client is a dream of a business owner. It allows you to constantly generate leads, engage potential clients, and scale your business faster than ever. Well, not anymore.

Chatbots 58

Chatbots How To Social Media Knowledge Base 58

NobelBiz

SEPTEMBER 21, 2020

The following is a list of call & contact center industry reports related to COVID-19. The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents.

Call Center 52

Call Center Industry Contact Center Government 52

Grade.us

APRIL 2, 2019

I'm talking about ingredients for success. When you ask for a review, your odds of success skyrocket if your request includes the right ingredients. Updated 4/2/2019 - 37 more general and industry-specific email templates for requesting online reviews. What's the best way to ask for a review? But there's more to it than that.

Automotive 42

Automotive Hospitality Healthcare Feedback 42

Comm100

JUNE 13, 2018

Introduction. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”. For retailers, this old saying rings tried-and-true. After all, it’s never too early to get ready for the shopping season. Holiday sales can represent anywhere between 20 and 30 percent of annual sales for retail businesses. Source: Statista.

Tips 133

Tips Self Service e-support Social Media 133

Comm100

OCTOBER 11, 2017

Whether you are starting from scratch or hoping to maximize the quality and effectiveness of your current social media outreach, a jointly-owned social media department is the way to go. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Should it be customer service? Unfortunately, however, it isn’t that simple.

Social Media 119

Social Media Customer Service Strategies Strategy Customer Service 119

Tricia Morris

AUGUST 21, 2015

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. We are living in a post-sale, on demand, attention economy. ~ Ray” Wang. Brian Vellmure.

CRM 40

CRM Customer Focused Self Service Conference 40