Talkdesk

MAY 12, 2020

The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily. Encourage them to introduce their role on the team as well as how the agents can contact them.

Contact Center 119

Contact Center Training Tips Call Center 119

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability.

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty and, ultimately, increase revenue. This information is a cornerstone to personalize interactions and improve the customer experience.

Contact Center 52

Contact Center CRM Measurement Strategy 52

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). Prioritize customer engagement.

Contact Center 52

Contact Center Self Service Loyalty Social Media 52

InMoment XI

OCTOBER 31, 2023

Successful call centers have evolved their operations with contact center intelligence , embracing a more comprehensive approach to customer engagement. Modern call centers not only handle inbound customer inquiries but also proactively reach out to customers through outbound communications.

Call Center 260

Call Center Strategy Management First Call Resolution 260

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today.

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52

TechSee

AUGUST 14, 2023

In addition, Thompson is a popular keynote speaker, blogger, and the author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies. His goal is to harness the collective intelligence of customer-centric thought leaders to help businesses create better customer relationships.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? Strategy First.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. And no wonder. And no wonder. Learn more here.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

NOVEMBER 16, 2021

This ability enables you to comprehend emotions and how to use them in order to nurture good customer relationships. Although it is still simply a “beautiful notion” for far too many businesses and contact centers. Nancy Munro is an expert in contact center training simulations.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. Is the customer record shown automatically when an inbound call is answered?

Contact Center 52

Contact Center How To Omni-Channel Social Media 52

Brad Cleveland Blog

JULY 22, 2022

What’s the influence of the processes in which they’re … Continue reading → The post Measuring Individual Performance in a Customer Contact Center? Are they truly within an individual’s control? appeared first on Brad Cleveland.

Contact Center 49

Contact Center Measurement Customers Customer relationships 49

NICE inContact

AUGUST 1, 2019

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Businesses need to recognize the importance of genuine care in customer interactions and prioritize the development of a customer-centric culture to mitigate these negative impacts.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

JULY 10, 2023

As we speak, AI-powered solutions are revolutionizing how contact centers identify, engage, and convert leads. In this article, we delve into the profound impact of AI on lead generation and explore how your contact center can harness its potential. With AI as our ally, data becomes a goldmine of opportunities.

Contact Center 40

Contact Center Call Center Industry Chatbots 40

NICE inContact

AUGUST 1, 2019

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

BlueOcean

AUGUST 14, 2019

Even with a fully functioning in-house customer care program, few organizations would say they are a contact center first and a retailer/technology company/manufacturer second. These competing priorities mean that excellent customer service is often a secondary (though no less important) goal.

Contact Center 174

Contact Center Customer Care Employee Engagement Culture 174

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Experience Investigators by 360Connext

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. Organizations are realizing that a customer-centric culture is key to driving growth and profitability. Level 3: Alignment and Integration Ultimately, the goal is to gain alignment throughout the organization and your culture.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Brad Cleveland Blog

FEBRUARY 9, 2022

There are three immutable laws at work in contact centers that you must keep in mind. Find more videos about contact centers in my LinkedIn Learning course “Managing a Customer Contact Center.” They’re always present.

Contact Center 26

Contact Center Video Course Metrics 26

Calabrio

JUNE 3, 2019

The customer experience trend in recent years has reinvigorated the importance of human connection and elevated the contact center to a new level of importance. Contact center agents are the frontline of communication between the organization and its customers and can easily make or break a customer relationship.

Contact Center 140

Contact Center Leadership Culture Meeting 140

Brad Cleveland Blog

JULY 29, 2022

With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. But the wrong approach can backfire in the form of new and/or hidden … Continue reading → The post Controlling Contact Center Costs—the Right Way? Done right, these efforts can be successful.

Contact Center 29

Contact Center Customer relationships Call Center Customers 29

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Therefore, workforce optimization strategies should be front and center to your business goals.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 54

Customer Focused Culture Customers Contact Center 54

Brad Cleveland Blog

FEBRUARY 9, 2022

There are three immutable laws at work in contact centers that you must keep in mind. Find … Continue reading → The post Three Immutable Laws of Contact Centers appeared first on Brad Cleveland. They’re always present.

Contact Center 26

Contact Center Metrics Communication Multi-Channel 26

Experience Investigators by 360Connext

MARCH 23, 2021

It’s a point of friction in some ways but it also is a necessary part of scaling customer experience. Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. There is some inherent bias here, because they will pick the easy customer!

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Also, they published the Culture Book (pictured).

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Magellan Solutions

APRIL 15, 2024

Communication and Cultural Compatibility: Communication and culture are two mainstays for successful partnering in outsourcing. For this reason, some of the most successful international collaborations have come from companies in the Philippines because of their strong English adaptability and cultural skills.

Company 52

Company Culture Healthcare Contact Center 52

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Blake Morgan

NOVEMBER 22, 2022

When agents have the tools and authority and are treated like royalty, it improves the culture and your first call resolution rates. 2) Talk to your contact center agents. Your contact center is a gold mine of information, but too many brands ignore it. 3) Invest in technologies so agents can do their jobs.

First Call Resolution 59

First Call Resolution Contact Center Customer Centricity Brands 59

Calabrio

JUNE 5, 2019

The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX). This has consequently elevated the role of the contact center and its crucial position in creating customer-brand connections. For more info, read the press release!

Self Service 100

Self Service Contact Center Employee Experience Chatbots 100