ShepHyken
OCTOBER 25, 2019
This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Leadership. Make sure that you are displaying the opportunity to the right people.
Horizon CX
APRIL 3, 2023
Automating call center activity is a reality we must deal with, but those messages can be frustrating for customers and detrimental to the overall experience. KOVA Corp recently published an impressive list of the dos and don’ts of call centers that are worth repeating here. “A
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NobelBiz
MAY 22, 2022
The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.
InMoment XI
JUNE 7, 2022
Using Transactional Surveys in the Call Center. I’ve also seen them be useful for evaluating call center experiences. Customers keep a company going—it literally pays to listen to them. Transactional surveys are a great way for customers to gauge purchases, but their utility extends far beyond the point of sale.
Service Untitled
FEBRUARY 29, 2012
We used to have every twice a year, once a year, whatever, HR would email all the leadership teams so all the managers from all the different departments and stuff, and say okay, it’s review time and everybody gets an email of the most up–to–date review form and all that stuff. It’s a little different. We used to do that. Rob: Exactly.
Russel Lolacher
AUGUST 29, 2022
And so, you know, we had 300 people sitting in a call center. And you know, the powers that be were like, hey, you know, if you can take 13 people and generate a million dollars in new revenue a month, why don’t we have all 200 or 300 people making these calls? So I mean, like, senior directors type thing. Doug Rabold.
RapportBoost
NOVEMBER 5, 2018
So, it is critical for brands to understand the difference in chat from email and voice and use channel specific metrics for every part of the conversation, those internal conversations you would then have your leadership, specifically CFO and CMO really help the contact center gain new variety as the profit center within the organization.
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