Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Measurement Call Center How To 74

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. The State of Remote Work in Contact Centers.

Contact Center 69

Contact Center Management Policies Study 69

Playvox

JANUARY 30, 2024

Gamification is a strategy that drives motivation and engagement and creates a culture where employees continuously work to achieve the organization’s business objectives and, in turn, get rewarded and recognized. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well.

Gamification 79

Gamification Contact Center Training Feedback 79

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Is There Still Cultural Alignment? Cultures evolve, that much is clear. Just as important – has their culture evolved with the times?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

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? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Stella Connect

SEPTEMBER 29, 2017

Is your contact center training program producing the results you want? could negatively affect contact center performance. Contact Center micro-coaching can fix this common performance management struggle. Why Old-School Contact Center Training Falls Flat.

Contact Center 53

Contact Center Management Training Effort Score 53

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. “How Before You Go. Tuesday May 23, 3.15-4.15pm.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Comm100

JUNE 19, 2018

The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX. I think there’s a few things here that can be applied in any contact center.

Contact Center 102

Contact Center Entertainment eBook Culture 102

Stella Connect

SEPTEMBER 29, 2017

Is your contact center training program producing the results you want? could negatively affect contact center performance. Why Old-School Contact Center Training Falls Flat. The classic contact center training formula involves one manager instructing a group of many agents in a training room.

Contact Center 40

Contact Center Management Effort Score Training 40

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. But as a contact center leader, you play a big role in breaking down these stereotypes. Showcase Your Customer Support Team Progress.

Contact Center 67

Contact Center Report eBook Tips 67

Comm100

OCTOBER 25, 2017

Whether you’re a head of customer experience or a contact center agent, customers are the people who you work for, keep the wheels of your business turning, and money flowing in. The activities in this eBook can be great training materials to improve customer service or morale in your team. Why Are Customers So Important?

Customers 320

Customers Customer Service Ecommerce eBook 320

Vonage

OCTOBER 22, 2015

With more consumers turning to channels such as Facebook to complain about poor customer service, social media is a technology that has caused contact centers a great deal of concern. How to build a culture of customer service excellence. Social media. Video and vines. Ten Critical Technologies to Transform Customer Engagement.

Technology 120

Technology Customer Service Gamification Wireless 120

Stella Connect

JULY 14, 2017

Treating the contact center as a cost to be managed. A steady stream of agent-level feedback flowing directly to contact center managers changes the game. Create a culture where peers inspire peers, in which each employee acts like a leader, pushing the culture forward. Focusing on quarterly numbers.

Brands 46

Brands Customer Service Contact Center Omni-Channel 46

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. What Does The Contact Center Workplace Of The Future Look Like? Flexibility, though, is the key to a smoother ride.

Contact Center 86

Contact Center Connections Engagement Video 86

Stella Connect

JUNE 28, 2018

It’s the call center culture (which doesn’t happen by accident). In a high-attrition culture, agents feel like cogs in the machine—disposable and easily replaceable. The brand invests too little in contact center operations, and it shows. Agents feel undervalued, wither on the vine, disengage, and leave.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

MARCH 20, 2018

To help you move forward in a less haphazard, more confident way, we’ve compiled a list of the top 10 things you need to keep in mind as you build out your contact center. 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

Customer Service 55

Customer Service Contact Center How To Training 55

Stella Connect

JUNE 28, 2018

It’s the call center culture (which doesn’t happen by accident). In a high-attrition culture, agents feel like cogs in the machine—disposable and easily replaceable. The brand invests too little in contact center operations, and it shows. Agents feel undervalued, wither on the vine, disengage, and leave.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

MARCH 20, 2018

To help you move forward in a less haphazard, more confident way, we’ve compiled a list of the top 10 things you need to keep in mind as you build out your contact center. 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

Customer Service 40

Customer Service Contact Center How To Call Center 40

Comm100

JANUARY 25, 2018

Sending out an hour-long survey to contact center staff whose only free hour in the day is their lunch break will not go down well. A survey that’s being run to reinforce a customer-first culture will be very different to a survey being sent to a survey assessing employee engagement. Inform Them Beforehand. Download Now.

Customer Satisfaction 104

Customer Satisfaction Survey Feedback eBook 104

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 113

Contact Center Tips Management Call Center 113

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

JUNE 15, 2017

Is the in-store experience consistent with what’s happening online or through the contact center? A well-planned, properly executed, and carefully managed mystery shopping program can have a transformative effect on the customer experience, the corporate culture, and the brand’s trajectory. Data That Lead Nowhere.

ROI 40

ROI Measurement Brands Omni-Channel 40

ShepHyken

SEPTEMBER 30, 2019

The Customer Experience Guide for Today’s Contact Center by CH Consulting Group. (CH CH Consulting Group) CH Consulting Group is proud to present you with our first-ever eBook: The Customer Experience Guide for Today’s Contact Center.

Customer Service 18

Customer Service Contact Center eBook NPS 18

Qualtrics

APRIL 27, 2020

Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. eBook: Optimize the call center agent experience with this guide. Future of Customer Experience, PwC 1. Instant Download.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

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 106

Training Customer Experience Customer Journeys How To 106

Stella Connect

APRIL 17, 2018

These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. Here’s how to start laying that new cultural foundation, brick by brick. Inside and outside of training, give contact center agents a real feel for the job.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Comm100

NOVEMBER 14, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. LinkedIn is, of course, the premier location for business-to-business contacts and communication and it has a host of resources and people to follow. Author of The Service Culture Handbook.

Resources 111

Resources Customer Service Customer Service Training Course 111

BlueOcean

SEPTEMBER 17, 2020

In your collaborative approach, you’ll be working toward a full training plan that includes voice of the brand and cultural training – and you want trainees to understand how the work they will do fits in to your organizational goals. Learn more by grabbing our free eBook about strategic partnerships here. You deserve it.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Stella Connect

SEPTEMBER 22, 2017

Common to all three brands, from both a cultural and business standpoint, is a heartfelt investment in the people they employ and the people they serve. When the contact center is overwhelmed by high call volumes during the Q1 busy season, your customers will feel the pain. Plan for peak call volumes. Plan for peak call volumes.

Travel 40

Travel Customer Service Contact Center Self Service 40

Stella Connect

NOVEMBER 7, 2017

If you’re looking to improve first-contact resolution to increase customer satisfaction and lower costs, micro-coaching can accelerate your progress. And nothing does more to build brand pride, enthusiasm, and morale on the contact center floor. Team Motivation.

Data 40

Data Effort Score Contact Center Policies 40

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. What will brands’ biggest concerns be in 2018?

Self Service 40

Self Service Trends Customer Service Contact Center 40

Comm100

FEBRUARY 16, 2018

That is why reducing customer effort was voted the number one priority for contact centers in 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.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102