Lumoa

NOVEMBER 21, 2023

Deeper insights into their buying patterns, preferences, opinions, and thinking processes help a company improve services and predict future consumption patterns. Let’s talk a bit more about how the use of AI tools transforms customer feedback analysis in the next part of this blog. No one seems to know how to improve the metric.

Analysis 208

Analysis Feedback Social Media Chatbots 208

Comm100

FEBRUARY 10, 2022

Personalization is the answer – whether you want to improve customer service for your customer acquisition or retain existing customers for your business. Similarly, personalizing customer service to address every user’s concern or query goes a long way in showing your commitment to improving their experience, and so driving more sales.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

Comm100

MARCH 21, 2023

99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain a competitive edge.

Self Service 167

Self Service Customer Service Strategy Omni-Channel 167

Comm100

SEPTEMBER 28, 2022

Looking to improve your customer service? Key performance indicators, or KPIs, are performance measurements that show how effectively a company is achieving its goals. KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more.

Measurement 227

Measurement Average Handle Time Wait Times How To 227

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Playvox

MARCH 21, 2024

Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. All of this leads to better agent morale.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

Comm100

NOVEMBER 23, 2021

Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why. Chatbots improve speed and support for customers in several ways.

Chatbots 217

Chatbots Customer Experience Multi-Channel CRM 217

Comm100

DECEMBER 8, 2020

They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level. These chatbots are known for improving customer satisfaction.

Chatbots 133

Chatbots Customer Satisfaction Customer Service Representative Social Media 133

NICE inContact

JANUARY 16, 2018

Customers place resolving issues in the quickest way possible as their top driver of channel performance – whether agent assisted or self-service. Here are a few recommendations: Streamline Agent Effort for Faster, Better Customer Experience. Streamlining agent effort is critical. Improve Channel Transitions.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

ShepHyken

JUNE 14, 2019

By performing an honest assessment, you will identify factors needed to ultimately drive customer retention. Top-performing companies take the customer’s experience to heart, and they are 50% more likely than their competitors to have a customer-centric journey with a seamless experience. So, customer churn is expensive.

Customer Retention 134

Customer Retention Contact Center Customers Omni-Channel 134

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors. Live chat is a must-have tool for your business, and this blog post is going to cover exactly why that is. Increase sales.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Businesses always look to implement new and unconventional ideas to improve customer satisfaction, which enhances the CSAT score. Set proper goals for support agents. Respond quickly.

Customer Satisfaction 94

Customer Satisfaction CRM Culture Social Media 94

NobelBiz

APRIL 2, 2024

Geared towards smaller-scale operations with fewer agents and lower call volumes. Scalability Built to scale effortlessly, accommodating growth and fluctuations in call volume without sacrificing performance or reliability. Another key benefit of WFM is its ability to match agent availability to customer demand accurately.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. Stutters, jitter, echos and interruptions in service as agents work with callers to fulfill their needs.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

Uniphore

JULY 23, 2021

While the vast majority of neutral or disengaged agents felt like they were trying their best, they also reported feeling overwhelmed by exhaustion and indifference. Here’s how employee disengagement is hurting contact center CX and what you can do to motivate your agents again. Jacada's Call Center Life: 2021 Edition. Check it out!

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. They also are convinced AI will improve customer service efficiency and can match the service level of human agents. It not only saves the agent’s time, but it can also help ensure a consistent response.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. Read more: How to Improve the Live Chat Experience in 2022. Collect information.

Customer Service 242

Customer Service Abandon Rate ROI Apparel 242

Comm100

SEPTEMBER 14, 2022

In this blog we will explain how each of these messaging software differ so you can find the right solution for you and your customers. Comm100 Live Chat is a website messaging app that allows visitors to message support agents in real-time. This streamlines the conversation, speeds up resolution and improves customer satisfaction.

Software 180

Software Omni-Channel Social Media Chatbots 180

GetFeedback

MAY 8, 2019

The biggest challenge for customer service agents continues to be response rates. Most agents filter feedback by type of issue. When asked about distribution channels, the majority of customer service agents reported using a link or button in an email (72%), followed by the method of one-touch email.

Trends 268

Trends Customer Service Comparison Metrics 268

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

JANUARY 18, 2019

Given the current state of technology, your strategic goals must now go beyond improving metrics. This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. These agents will be more skilled and will function more as account managers than reps.

Customer Experience 92

Customer Experience Contact Center Airlines Average Handle Time 92

Comm100

FEBRUARY 2, 2022

With the turbulence of the pandemic now settling down, there’s no excuse not to begin implementing strategies to improve your customer service and support operations. In this blog we’ll look at the top customer service improvement strategies for 2022, and show you how you can bring your team one step closer to digital CX excellence. .

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. From call volume and trends to agent performance, customer satisfaction, and operational efficiency, these dashboards provide a holistic view of the contact center ecosystem.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

NICE inContact

JANUARY 23, 2019

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. Tools such as inView Performance Management for CXone help minimize attrition while inspiring your employees to improve performance and better align with your customer experience goals.

Contact Center 137

Contact Center Management Gamification Call Center 137

NICE inContact

JANUARY 24, 2019

Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. Its contact center never really knew for certain where it was on the quality continuum or what it needed to focus on to improve. Agents, in particular, have especially benefited.

Data 137

Data Contact Center Retail Metrics 137

Uniphore

OCTOBER 21, 2021

This empowers contact center agents to deliver highly effective, personalized and empathetic interactions. Top enhancements and benefits of Uniphore’s CA platform include: Industry’s Most Advanced Agent-Assist Solution. Superior Business User Friendly UX. Superior Business User Friendly UX.

Self Service 189

Self Service Contact Center Virtual Agent Call Flow 189

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Empower them to perform at the highest level with employee-first tech.

Engagement 246

Engagement Contact Center How To Metrics 246

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). Improving contact center quality is one of those activities that deliver perpetual benefits. When you consider basic agent tasks such as: How to answer a call. How to transfer or escalate a call.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Comm100

NOVEMBER 10, 2021

Despite what many people assume, customer service agents aren’t being left behind in the move toward automation. When deployed well, chatbots should work alongside agents to deliver better customer experience (CX) while improving agent productivity and efficiency. Step 2 – What channels do you need support on?

Chatbots 192

Chatbots Customer Service Social Media CRM 192

ShepHyken

FEBRUARY 8, 2019

CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. Think about it – your customer-facing employees, such as your agents, are your customer experience frontline. Third, create an action plan and perform a split test.

Omni-Channel 94

Omni-Channel Feedback Customer Experience Data 94

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

Contact Center 139

Contact Center Call Recording Policies Software 139

ShepHyken

NOVEMBER 30, 2018

Goal: Improve Customer Loyalty. The best policies and procedures do not compel agents to say no to certain customers. They instruct agents on why and how to say yes. To begin, identify the situation in which your agents most commonly say “no” to customers. Goal: Improve Agent Satisfaction.

Omni-Channel 94

Omni-Channel Self Service Policies Abandon Rate 94

ShepHyken

DECEMBER 15, 2017

Presenting customer feedback to employees needs to be part of any effective management performance programme. Engaged employees drive improvement and in turn customers receive a better experience; customer feedback can then be analyzed to identify those engaged employees.

Employee Engagement 119

Employee Engagement Customer Centricity Feedback Analytics 119

NICE inContact

JUNE 21, 2019

The bad news: The Check Into Cash retail collections team — 50 agents who collect past-due payments — were still using a legacy Genesys PBX dialer that had serious shortcomings, including no visibility into performance metrics and limited customization. Nearly 200 agents make 30,000 outbound calls each day.

Contact Center 136

Contact Center Call Center Metrics Retail 136