Comm100

MARCH 21, 2023

Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason. With more options than ever before for customers, switching brands is easy.

Self Service 167

Self Service Customer Service Strategy Omni-Channel 167

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. While machines are becoming more intelligent, humans aren’t moving out of the picture yet. Fewer phone calls, but more complex conversations. Technology replacing humans. That’s what we all fear.

Contact Center 110

Contact Center Self Service Banking Airlines 110

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 130

Contact Center Leadership Training Technology 130

Upstream Works

JUNE 9, 2022

After five years of providing what amounted to call center plumbing, we had really zeroed in on what call centers did and realized that the heart of a call center was and always will be the people that operate the phones. And in many, many cases, those people did not have a good life.

Contact Center 157

Contact Center Call Center Virtual Agent Omni-Channel 157

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. That’s when you realize how critical it really is for your daily life. There are a plethora of reasons to record your calls and digital interactions. Quality Management & Agent Training.

Call Recording 136

Call Recording Contact Center Call Center Transportation 136

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers.

Trends 78

Trends Contact Center Consumers Technology 78

NICE inContact

JULY 2, 2019

This is why digital customer service is such a good fit for business and why integration needs to be seamless. It’s all about increasing efficiency in the contact center. But making the transition from a legacy system to more up-to-date call center software doesn’t happen automatically. So is every company.

Customer Service 152

Customer Service Contact Center Omni-Channel Call Center 152

Upstream Works

AUGUST 11, 2020

The difference between good and excellent contact center CX is providing customers with a human touch. This becomes especially important during times of crisis. To be a truly customer and human-centered business, care for both employees and customers should be part of your business model. “By

Contact Center 134

Contact Center Self Service Video Interaction 134

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

CX Accelerator

JUNE 8, 2020

Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. The response was so good that it begged to be a blog post. Listen to customer service call recordings. Pick up the phone and call a customer.

Survey 182

Survey Social Media Contact Center Call Recording 182

NICE inContact

APRIL 5, 2019

If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. The difference between inbound and outbound simply refers to who is placing the call. If a customer places a call that’s inbound, as the call is “coming into” the call center.

Call Center 121

Call Center Contact Center Competitive Advantage Wait Times 121

Horizon CX

OCTOBER 2, 2023

The Associate does not have login credentials and calls a supervisor for help. An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight. The Gate Agent has never performed this task before and does not know how to do it. The employee, associate/agent, is me. Customers wait.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

CX Accelerator

MAY 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? What roles would they play? The exercise above might seem silly.

Contact Center 160

Contact Center Customers Communication Exercises 160

NICE inContact

SEPTEMBER 4, 2019

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. Why might customer service agents be unhappy? An agent’s schedule can be brutal.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

Upstream Works

DECEMBER 6, 2021

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications. We’ve discussed the importance of digital channels in this previous blog post. Understand the Impact on Agents.

Contact Center 78

Contact Center Call Center Touchpoint Social Media 78

TechSee

JUNE 10, 2021

This blog challenges that status quo. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service.

Self Service 207

Self Service Innovation Analytics Transportation 207

NICE inContact

NOVEMBER 23, 2018

Spend any time around a contact center and you’ll likely hear the acronym FCR. The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution. So far, so good. .

First Call Resolution 123

First Call Resolution Measurement Average Handle Time Call Center 123

ShepHyken

JULY 5, 2019

If chatting on iMessage with your friends has become second nature, then the big question is: How can you communicate online with your clients and still get the message across, as you would face-to-face? For example, your business can make data-driven decisions based on top linked articles to your tickets and calls.

Communication 120

Communication Self Service Social Media Knowledge Base 120

ShepHyken

FEBRUARY 24, 2017

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. Yet there are times when businesses themselves become “trending” news stories and special reports. Agent Training. Shep Hyken.

Contact Center 84

Contact Center Social Media Guidelines Training 84

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.” What is Good Customer Service?

Customer Service 86

Customer Service Call Center Knowledge Base Poor Customer Service 86

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. Table of Contents What is Call Blocking?

Call Center 104

Call Center Telecommunications Contact Center Self Service 104

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. The legacy approach to customer service is largely reactive, where agents respond to incoming inquiries and are not involved with what happens before or after the inquiry.

Contact Center 78

Contact Center Self Service Chatbots Analysis 78

Uniphore

JUNE 21, 2021

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). Fewer security concerns.

Contact Center 147

Contact Center Call Center ROI Tools 147

ShepHyken

JANUARY 3, 2020

This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. Unfortunately, some team leaders fail to get the most out of their customer support agents, leading to low morale and higher turnover. What is gamification?

Gamification 77

Gamification How To Contact Center Software Contact Center 77

ShepHyken

AUGUST 24, 2018

This week we feature an article by Wayne Turmel who writes about how to be successful with a remote customer service team. That’s hard enough to do in a call center or office. But how do leaders create great customer service teams when everyone is working from home, or at least from somewhere you’re not?

Customer Service 79

Customer Service Call Center Leadership Customers 79

GetFeedback

JANUARY 7, 2019

Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. Here are the top 5 pain points associated with instituting a live chat customer service program and how to overcome them.

Customer Service 225

Customer Service Feedback Resources Survey 225

ShepHyken

DECEMBER 15, 2017

Employee engagement is crucial for any organization striving to become more customer-centric. This is a common gap, or an oversight by many organizations, of how each can work in harmony to benefit and grow business by providing a much deeper insight. So, how can organizations achieve this to align and analyze both?

Employee Engagement 119

Employee Engagement Customer Centricity Feedback Analytics 119

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. Intelligent Contact Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? It has the potential to provide insight into how conversations are progressing and to pinpoint the common threads.

Self Service 0

Self Service Contact Center Average Handle Time Call Center 0

NICE inContact

OCTOBER 3, 2017

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue.

Loyalty 150

Loyalty Self Service Apparel Contact Center 150

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? It has the potential to provide insight into how conversations are progressing and to pinpoint the common threads.

Self Service 149

Self Service Contact Center Average Handle Time Call Center 149

Upstream Works

APRIL 28, 2022

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. But, it’s the person-to-person interactions that will have the greatest impact on CX and the success of your contact center. First Impressions Matter.

Contact Center 78

Contact Center Call Center Chatbots Technology 78

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