Uniphore

JUNE 16, 2021

AHT is the average length of time it takes an agent to complete a call. While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all. In fact, 67.4%

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. 2) Create forms to complete ongoing evaluation.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

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. Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Innovative perspectives and solutions are necessary to expertly navigate this altered, ever-evolving terrain. What Is Customer Service Software?

Software 98

Software Tools Customer Service Self Service 98

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations.

Call Center 59

Call Center Self Service Software Contact Center 59

Stella Connect

NOVEMBER 4, 2021

It leads to top performance within the customer service team by driving several KPIs including customer satisfaction (CSAT) , first call resolution (FCR) , and customer effort score (CES). 5 Employee Recognition Program Examples to Try in Your Call Center. 5 Employee Recognition Program Examples to Try in Your Call Center.

Call Center 91

Call Center Examples Effort Score First Call Resolution 91

Stella Connect

FEBRUARY 2, 2022

You’ve dealt with it before and there’s no doubt you’ll face the same challenge again: call center turnover. Quality Assurance & Training Connection completed a research study that found the industry’s average turnover rate is 30 to 45%. Call center turnover occurs for several different reasons.

Call Center 52

Call Center How To Training Customer Service Training 52

Stella Connect

NOVEMBER 9, 2021

From Black Friday until well into January, your customer service agents will face overwhelming call and chat volumes. If past years have taught us anything, it’s that it’s never too soon to start preparing for the holiday season. And they’ll need their issues resolved quickly so they can get back to their holiday season to-do lists.

Customer Service 87

Customer Service Poor Customer Service Contact Center Training 87

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. It is about sparking interest, initiating a conversation, and gradually guiding the prospect toward making a purchase.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

Stella Connect

MARCH 30, 2022

Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program. Nixed the idea of a call center rewards program for similar reasons? Designing a Call Center Rewards Program: 3 Questions You’ll Need to Address. Ready to motivate your agents ?

Rewards Programs 52

Rewards Programs Call Center How To Contact Center 52

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Thought leaders come in all shapes and sizes. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Thought leaders come in all shapes and sizes. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Customer Identification.

Technology 122

Technology Customer Service Contact Center Gamification 122

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. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center Call Center Training Management 52

SurveySparrow

JANUARY 4, 2024

In this blog, we will look into four categories of charts. But with visuals, it’s like a map guiding you through a data adventure. Surprisingly, that’s precisely what we are going to explore right now! What a coincidence! Basic Charts Specialty Charts Advanced Charts Combination Charts Let’s crack the code!

Data 52

Data Comparison Trends Analysis 52

Gainsight

NOVEMBER 30, 2020

Hundreds of video and phone meetings coaching CS community members on career options. [TL;DR: We’re thrilled to announce a partnership with Vista Equity Partners, valuing Gainsight as a “unicorn,” to take the Customer Success movement to new heights. And I’m personally all in as CEO for this next phase. And 2 years is too long.

Customer Success 101

Customer Success Course Conference Software 101

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Should it be customer service? Well-trained operators mean better customer satisfaction.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

Pretium Solutions

APRIL 25, 2012

Optimizing call center performance can be a tricky proposition for call center leaders and managers. If you had an opportunity to hit the pause button for enough time to thoughtfully consider and come up with a list of ways to truly advance your call center performance over the long term, what would your list look like?

Call Center 49

Call Center Net Promoter Score Effort Score Loyalty 49

Pretium Solutions

APRIL 9, 2012

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. Checklist Compliance vs. Customer Experience Performance.

Net Promoter Score 40

Net Promoter Score Customer Service Effort Score Call Center 40

Pretium Solutions

APRIL 9, 2012

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. Checklist Compliance vs. Customer Experience Performance.

Net Promoter Score 40

Net Promoter Score Customer Service Effort Score Call Center 40

Pretium Solutions

APRIL 9, 2012

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. Checklist Compliance vs. Customer Experience Performance.

Net Promoter Score 40

Net Promoter Score Customer Service Effort Score Call Center 40

Pretium Solutions

APRIL 9, 2012

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. Checklist Compliance vs. Customer Experience Performance.

Net Promoter Score 40

Net Promoter Score Customer Service Effort Score Call Center 40

Pretium Solutions

APRIL 9, 2012

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. Checklist Compliance vs. Customer Experience Performance.

Net Promoter Score 40

Net Promoter Score Customer Service Effort Score Call Center 40

Pretium Solutions

APRIL 25, 2012

To improve call center performance can be a tricky proposition for call center leaders and managers. If you had an opportunity to hit the pause button for enough time to thoughtfully consider and come up with a list of ways to truly advance your call center performance over the long term, what would your list look like?

Call Center 40

Call Center Net Promoter Score Effort Score Loyalty 40

Pretium Solutions

APRIL 25, 2012

To improve call center performance can be a tricky proposition for call center leaders and managers. If you had an opportunity to hit the pause button for enough time to thoughtfully consider and come up with a list of ways to truly advance your call center performance over the long term, what would your list look like?

Call Center 40

Call Center Net Promoter Score Effort Score Loyalty 40

Pretium Solutions

APRIL 25, 2012

To improve call center performance can be a tricky proposition for call center leaders and managers. If you had an opportunity to hit the pause button for enough time to thoughtfully consider and come up with a list of ways to truly advance your call center performance over the long term, what would your list look like?

Call Center 40

Call Center Net Promoter Score Effort Score Loyalty 40

Pretium Solutions

APRIL 25, 2012

Optimizing call center performance can be a tricky proposition for call center leaders and managers. If you had an opportunity to hit the pause button for enough time to thoughtfully consider and come up with a list of ways to truly advance your call center performance over the long term, what would your list look like?

Call Center 40

Call Center Net Promoter Score Effort Score Loyalty 40

ClientSuccess

DECEMBER 18, 2017

For those just joining my blog series CSM from the Trenches , welcome. She brings with her nearly 10 years of customer success, coaching, and other customer-facing experience! We felt completely blindsided. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell of Marketware. Company : Marketware.

Leadership 41

Leadership Competitive Advantage Customer Success Loyalty 41

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates. Brief won’t be easy, but I can try!

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Typically, call scripts guide agents through calls and outline addressing issues.

Contact Center 90

Contact Center Call Center e-support Knowledge Base 90

Grade.us

APRIL 4, 2017

They’re too busy putting out fires, running from one problem to the next. They’re fighting to keep their doors open, to cover payroll or get new customers. Many feel they don’t have the time to focus on review management. Review management is useless… In their mind, review management is a luxury. But it’s fuzzy.

Management 38

Management Infographics Marketing Training 38

Bold360

DECEMBER 1, 2016

CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and much more.

Software 40

Software Customer Experience Company CRM 40