Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time. Improve AHT with knowledge bases.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Calabrio

JULY 28, 2020

The organization has 4 contact centers employing 1600 agents handling calls, chats, and tickets. The centers use Avaya Chat, LiveAgent CRM, Salesforce ticketing systems, a custom-built ticketing system, and ServiceNow. Reduced queue backlogs by 41 percent. Reduced latency by 29 percent. Decreased ticket volumes by 7.5

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

NICE inContact

AUGUST 21, 2019

While the value of Voice of the Customer (VoC) programs seems obvious, many companies still struggle with building one. It is either because they don’t have enough data on the customer or the data is silo-ed and not integrated or there is no organizational alignment to execute on customer insights.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

While the value of Voice of the Customer (VoC) programs seems obvious, many companies still struggle with building one. It is either because they don’t have enough data on the customer or the data is silo-ed and not integrated or there is no organizational alignment to execute on customer insights.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

Integrity Solutions

AUGUST 3, 2018

By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics. But how is the growth of technology impacting and even reshaping the role of the contact center agent?

Contact Center 43

Contact Center Call Center Competitive Advantage Training 43

NICE inContact

SEPTEMBER 4, 2019

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. In a typical contact center, agents get bonuses when they reach certain levels of productivity.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

Integrity Solutions

AUGUST 3, 2018

The human touch is more critical than ever in a contact center environment that is being increasingly driven by technology. By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics.

Contact Center 40

Contact Center Call Center Competitive Advantage Training 40

CSM Magazine

MAY 8, 2024

The Benefits—and Limitations—of AI in Delivering Great CX One of the biggest selling points for many who are considering AI as part of their CX strategy in their contact center is cost savings, both in automating activities previously handled by people and in helping agents work more efficiently.

Customer Service 52

Customer Service Contact Center Policies Connections 52

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. At the heart of all contact centers sit the agents.

Contact Center 69

Contact Center Customer Experience Omni-Channel Social Media 69

Verint

OCTOBER 13, 2017

As fraudsters become more and more sophisticated, contact centers need to equip themselves with every advantage to outsmart them. At the same time, they have to protect the customer experience so that legitimate callers do not have to endure an authentication maze just to get something done. Sound too good to be true?

Contact Center 25

Contact Center Data Analytics Customer Experience 25

Think Customers

NOVEMBER 3, 2015

For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked.

Contact Center 40

Contact Center Customer Centricity Metrics Net Promoter Score 40

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Better customer experience creates a cycle for better employee experiences.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Vonage

MARCH 26, 2018

The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. Consider the ways a customer comes into contact your brand, and the emotions that may influence or result from each interaction. trillion in the U.S.,

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

CSM Magazine

JUNE 25, 2019

Amazon Connect administrators are able to download the application from Amazon Web Services (AWS) Marketplace, select the questions for the survey from a list of questions specific to the live agent or IVR experience and then launch the survey to specific applications within the contact center. About VoiceFoundry.

Contact Center 40

Contact Center Connections Feedback Measurement 40

Experience Investigators by 360Connext

APRIL 2, 2024

Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) Instead, I challenge you to take an inventory of customer touchpoints from the customer perspective. <- Search, site, and mobile I select this company. <- <- Why? A great online demo?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. Stories can.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

APRIL 2, 2024

Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) Instead, I challenge you to take an inventory of customer touchpoints from the customer perspective. <- Search, site, and mobile I select this company. <- <- Why? A great online demo?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Verint

OCTOBER 17, 2017

In the contact center industry, the latest ripples of excitement are about artificial intelligence (AI) and the potential AI has to radically change customer service. Machine learning relies on algorithms and pattern recognition that it can learn from in order to make data-driven predictions or decisions. Not so fast.

Contact Center 36

Contact Center Banking Industry Financial 36

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Solvvy

NOVEMBER 30, 2022

By crawling your knowledge bases, FAQs, and ticket history (plus any documentation you choose) before launch, Zoom Virtual Agent intelligently guides your customers to the right resolution. Zoom Contact Center is a robust contact center as a service (CCaaS) solution. The future of customer support.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62

NobelBiz

NOVEMBER 9, 2021

The customer-centric strategy is now on everyone’s mind, even among contact center experts and customer relationship specialists. Are you a customer-centric or customer-oriented contact center? What defines a Customer-focused company? Then what does it mean to be customer-centric?

Customer Centricity 52

Customer Centricity Strategy Contact Center How To 52

Vonage

MARCH 26, 2018

Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care. Your company’s marketing department should be able to supply demographic data and customer information.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

ShepHyken

JULY 26, 2021

15 Ways To Leverage AI In Customer Service by Forbes Business Council. Forbes) From gathering data to speech recognition and message response times, AI can enhance the customer experience in nearly every way when it’s applied correctly. Five Contact Center Innovations That Are Reshaping Customer Service by Kendal Rodgers.

Customer Service 102

Customer Service Contact Center Customer Retention Poor Customer Service 102

NobelBiz

JULY 4, 2023

These are instrumental in enhancing agent utilization, customer experiences and shaping business strategy. AI in the context of the contact center world isn’t really a ‘wow’ feature anymore. For example, customer sentiment ratings increased 57.3% among companies using AI in their customer experience initiatives.

Interaction 52

Interaction Call Center Engagement Contact Center 52

Magellan Solutions

MARCH 14, 2023

million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center industry remains to be the ‘sunshine industry’ through the years. In some call center companies, they don’t regard contact center efficiency savings as a “nice to have”.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

Blake Morgan

JULY 29, 2023

One example is Lyft, which has committed to spending $300 million over the next few years on its customer-focused digital transformation. By investing in a more robust digital system and moving many of its services to an app, Lyft eliminated 65% of its human contacts for a more convenient and seamless experience.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

Vonage

JANUARY 5, 2016

But for some contact centers, what to manage and what to measure are giant question marks. . If companies can not meet the demands of the customer and deliver a satisfying experience, customers can easily turn to competitors or alternatives to satisfy their needs. Interested in some more insights?

Measurement 96

Measurement Sales Contact Center Metrics 96

ShepHyken

JANUARY 31, 2022

State of the Contact Center 2022 by Fonolo. This is an essential resource for contact center leaders looking to make data-driven decisions for their operations this year. My Comment: If you have customer support, you should take a look at this report from Fonolo. There are some amazing people on this list.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

CSM Magazine

OCTOBER 25, 2022

Toben and Maier will be closely aligned to deliver innovative ways to reinforce, deliver, and measure the growth impact of Calabrio’s customer-focused culture. I’m ecstatic to join an organisation dedicated to driving change and evolving the customer experience.

Customer Success 52

Customer Success Contact Center Sales Customer Centricity 52

Blake Morgan

AUGUST 8, 2022

Duquesne Light’s digital transformation has helped it better understand the overall customer journey and the many unique customer personas. An increase in data and advanced technology allows utility companies to understand their customers better and serve them in more direct and convenient ways.

Customer Centricity 64

Customer Centricity Company Self Service Contact Center 64

Thematic

JANUARY 2, 2019

This leads to happy, loyal customers. In turn, your contact center will see an improvement with CSAT. Removing barriers that prevent exceptional customer service will lead to a more engaged service center. He’s led or consulted contact centers of various sizes across numerous industries.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

ShepHyken

MARCH 20, 2020

If 50 people work in your contact center, that’s like saying only 6.5 And yet all 50 are TALKING TO CUSTOMERS! Contact center work is tough. I get it, it’s hard to always interact with unhappy customers or deal with people complaining about a product or service they disliked. Yes, you should be freaking out.

Contact Center 104

Contact Center Employee Experience Employee Engagement Training 104

Magellan Solutions

AUGUST 4, 2021

million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center ph industry remains to be the ‘sunshine industry’ through the years. . Tight budgets have been a perennial problem for contact centers, thanks to the high costs associated with staffing them.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

Calabrio

FEBRUARY 11, 2020

Calabrio developers work to continuously improve and expand our award-winning Calabrio ONE workforce engagement management (WEM) solution, which puts AI-driven insights at the fingertips of contact center users via a transformational design and embedded analytics. We also hired a new chief technology officer (CTO) late last year.

Insurance 130

Insurance Innovation Contact Center Analytics 130