Playvox

JULY 14, 2023

Here’s the blueprint for achieving greater agent productivity in your call center. Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions.

Contact Center 74

Contact Center Measurement Call Center How To 74

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Other people affected include the employees on the frontline, for example, call center agents and sales representatives. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

BlueOcean

OCTOBER 6, 2020

Is There Still Cultural Alignment? Cultures evolve, that much is clear. As these cornerstones of a business transform themselves, the company’s culture may follow suit. Just as important – has their culture evolved with the times? Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?”

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Comm100

JUNE 19, 2018

This is so relevant for contact centers, which still suffer from the high-volume, low-quality stereotypes associated with call centers in the 80s and 90s. Culture & Training. Culture is all-important at Disney, since it’s cast members who are responsible for delivering extraordinary experiences.

Contact Center 102

Contact Center Entertainment eBook Culture 102

BlueOcean

JULY 24, 2017

First, as valuable as it is at describing all the objective features of the program, it is pretty much entirely useless at telling you much about the culture and environment of the outsourcer. Ensuring that a partner’s culture and environment is a fit with your program requires a site visit. Looking for a contact center outsourcer?

Contact Center 0

Contact Center Culture eBook Hospitality 0

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. Voice of the Customer Voice of the Employee Case Studies eBooks.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Magellan Solutions

APRIL 19, 2021

After discovering that they can make money by calling friends, colleagues, and people in their community, they decided to try different spiels and strategies to convince other potential buyers to buy their products. . Based on a report by IBIS World , the US Market Size of the Telemarketing & Call Centers industry sits at $24.2

Call Center 52

Call Center Social Media Sales Advertising 52

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. This guide will explore the whats, hows, and whys of workforce optimization. What is Workforce Optimization?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Talkdesk

APRIL 12, 2016

You can access more content like this by downloading our TOPO Sales Summit Ebook. It is important to foster a culture of growth and identify leaders among SDRs to ensure that your sales organization scales effectively along with the rest of the company. Without further ado, here are the top six best quotes from TOPO Summit 2016.

Sales 40

Sales eBook Conference Case Study 40

Avaya

MAY 9, 2017

A successful digital transformation requires a shift in organizational behavior and cultural mindset. Our ebook, The Fundamentals of Digital Transformation, can help organizations get started. It means creating a strategic road map that outlines implementation and ongoing process improvement.

Customer Experience 76

Customer Experience eBook Government Leadership 76

Stella Connect

MARCH 20, 2018

But you maintain complete control, which means you can hire people who are the right fit for your brand culture and monitor them closely. “[W]e W]e don’t treat customer service as a cost center. Many contact centers still treat coaching and training as interchangeable, deliver them in an imbalanced way, and/or get the frequency wrong.

Customer Service 55

Customer Service Contact Center How To Training 55

Stella Connect

MARCH 20, 2018

But you maintain complete control, which means you can hire people who are the right fit for your brand culture and monitor them closely. “[W]e W]e don’t treat customer service as a cost center. How will you manage call center coaching and training? and we don’t outsource customer service to save money.

Customer Service 40

Customer Service Contact Center How To Call Center 40

Qualtrics

APRIL 29, 2020

We’ve done a lot of work with our f ront-line call center roles —which are the face of the company to the majority of our customers. It’s been a culture change for managers, but our engagement scores have gone up and attrition numbers are improving significantly. Free eBook: 4 Pillars of Employee Experience Success.

Employee Experience 32

Employee Experience Policies Effort Score eBook 32

Vonage

OCTOBER 22, 2015

Find out more about the innovative technology that can help differentiate your SMB from the crowd with our eBook, ‘ Small Business Guide to Cloud Communications ’ – or listen to the full webinar, Customer Experience 3.0: How to build a culture of customer service excellence. Ten Critical Technologies to Transform Customer Engagement.

Technology 120

Technology Customer Service Gamification Wireless 120

Stella Connect

MAY 4, 2017

What are the secrets behind Disney’s legendary employee development dynasty and how does it reinforce organizational values, culture and brand? In 2015, she became Director of Call Center Operations for Renaissance Dental, where service team morale was low and turnover was painfully high. Created by Us, for Us.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Qualtrics

APRIL 27, 2020

So take the time to recognize your staff, as they are critical to maintaining your institutional knowledge, product and solution know-how, and ensuring your organizational culture remains intact. Perhaps improving our FAQs, adding chatbots to our digital channels, or using Interactive Voice Response recordings to help deflect calls?

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Comm100

NOVEMBER 8, 2017

Negativity can create a horrible working culture for everyone else in the office, too. Negativity can create a horrible working culture for everyone else in the office, too. Unlike with typical call center support, live chat agents are expected to be able to handle multiple customers’ problems at once.

Customer Service 107

Customer Service Tips Average Handle Time Communication 107

Comm100

DECEMBER 12, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Improving customer experience will involve a cultural change within the organization. Evaluate Your Company Culture. Company culture is very important when it comes to implementing a CX quality management strategy.

Training 107

Training Customer Experience Customer Journeys How To 107

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Contact Center 115

Contact Center Tips Management Call Center 115

Comm100

NOVEMBER 14, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Call Center Professionals – A professional networking group for individuals actively involved in the Call Center Industry as a Strategic Leader, Operations Manager or Consultant.

Resources 112

Resources Customer Service Customer Service Training Course 112

Bold360

MARCH 2, 2018

If a goal for your organization is to shift to or maintain a customer-first mantra, it should be no surprise that creating that culture requires a good hard look at your current customer journey and, of course, your approach to service and support. How do your customers get answers to their questions? Are responses fast?

Self Service 63

Self Service Tips Strategy Multi-Channel 63

Comm100

MAY 14, 2018

How do you retain your employees and call center staff? Do you use specific programs, or is retention rooted in your culture? This comprehensive eBook contains everything you need to know about hiring, interviewing and training your live chat team – whether they’re in the same office as you, or remote workers.

How To 101

How To Case Study Feedback Study 101

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. Here’s how to start laying that new cultural foundation, brick by brick. You also hope to keep agents engaged so they’ll want to stay put.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

JANUARY 25, 2018

Tailored, in-the-moment micro-coaching , for example, is by far the most effective way to improve individual agents’ service performance; VoC-powered QA programs allow contact center leaders to instantly identify and address individual and collective performance issues. (We How are you managing performance in the contact center?

Self Service 40

Self Service Trends Customer Service Contact Center 40

Stella Connect

APRIL 17, 2018

If you seize the opportunities group training affords, you’ll go a long way toward building a more cohesive, customer-centric call center culture—something that will shine through in every customer interaction. Here’s how to start laying that new cultural foundation, brick by brick.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Comm100

MAY 22, 2020

Here are a few benefits of coining a name for your call center team, and we’ll walk through some examples too. A creative name like “Call It In” for a call center complaints handling team can portray creativity and reliability. Ideas for Creative Call Center Team Names. Your Team Gets an Identity.

Call Center 130

Call Center Omni-Channel Conference Fashion 130

Comm100

MARCH 8, 2018

Here are a few benefits of coining a name for your call center team, and we’ll walk through some examples too. A creative name like “Call It In” for a call center complaints handling team can portray creativity and reliability. Ideas for Creative Call Center Team Names. Your Team Gets an Identity.

Call Center 31

Call Center Conference Fashion Travel 31

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102