InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 260

Call Center Strategy Management First Call Resolution 260

Avaya

APRIL 10, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

CSM Magazine

OCTOBER 18, 2022

Orstad joins the Calabrio leadership team with more than 25 years of experience building and supporting organisations with cultures focused on balancing customer success with profitable growth. Previously, he led global professional services at Accruent Software, an asset management solutions software company. About Calabrio.

Customer Success 52

Customer Success e-support Contact Center Customer Service 52

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? Hiring, training, upskilling, and retaining agents are activities critical to your success.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them. Post-sale, your chatbot can be a 24/7 customer success manager.

Chatbots 143

Chatbots Examples Customer Service Banking 143

Zeisler Consulting

NOVEMBER 8, 2023

Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). But what if, understanding that, someone is in CS (and here, CS means all those things…contact center, Customer Care, etc.)

How To 93

How To Contact Center Customer Care Customer Success 93

Doing CX Right

MARCH 4, 2024

Learn proven strategies to boost your workforce confidence and customer success by leveraging the power of AI simulation. The post Cultivating Confident Customer Service Teams with AI Simulation appeared first on Doing CX Right. Read Stacy Sherman's new article now.

Customer Service 52

Customer Service Customers Customer Success Strategy 52

Lumoa

APRIL 28, 2024

Medallia charges for both “units” and “users”: Units are defined as named individuals in surveys but they do not have log-in privileges such as customer service agents or business consultants. Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ I don’t do Customer Support or Service. a failure of CX).

Contact Center 93

Contact Center System Customer Care Brands 93

TechSee

FEBRUARY 23, 2023

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. Once this training is complete, management can better supervise and allocate their contact center agents.

Contact Center 124

Contact Center Average Handle Time Training Video 124

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? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

NobelBiz

FEBRUARY 21, 2023

An excellent customer service strategy separates your call center from the competition by providing a difficult-to-replicate intangible competitive edge. A confident consumer who trusts in their product or service selection will be more likely to promote it to others if they receive excellent customer service from your business.

Customer Service Strategies 52

Customer Service Strategies Tips Strategy Customer Service 52

ShepHyken

MAY 22, 2023

This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers.

Self Service 62

Self Service Net Promoter Score Customer Service Contact Center 62

TechSee

JULY 2, 2019

Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill. Using Augmented Reality annotations, agents provide visual guidance, helping customers by showing them the exact steps they need to take.

Customer Service 104

Customer Service Contact Center B2C Customers 104

CSM Magazine

OCTOBER 18, 2022

Dave Orstad, SVP professional services and support, Calabrio. Calabrio Appoints New Leader of Customer Service & Support Team in Mission to Be Trusted Ally for Customers’ Success. Previously, he led global professional services at Accruent Software, an asset management solutions software company.

Customer Service 52

Customer Service e-support Contact Center Conference 52

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

Calabrio

FEBRUARY 26, 2021

2020 was a time of great change for the contact center. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront.

Analytics 130

Analytics Innovation Contact Center Analysis 130

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

Answer Dash

JANUARY 1, 2019

(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

ShepHyken

MARCH 6, 2023

Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company. Companies must shift the contact center agents’ responsibilities to allow them to be more productive and continue to elevate CX. What is customer-led growth?

Feedback 126

Feedback Company Knowledge Base Contact Center 126

Lithium

APRIL 12, 2022

Leaders and executives, especially in the contact center, are struggling to backfill empty seats and train incoming employees — and they're paying mightily for it. Agents are the most valuable resource in your contact center, and that’s where you should focus your investment. Contact Center Subfolders.

Omni-Channel 52

Omni-Channel Innovation Contact Center Customer Service 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. In a recent survey by SuperOffice , 45.2%

Contact Center 70

Contact Center Customer Experience Omni-Channel Social Media 70

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

GlowTouch

DECEMBER 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Service Trends for 2021. Did you know… that one of the fastest-growing career fields is Customer Success Manager? Customer service is more than problem-solving. Why does this matter?

Trends 52

Trends Customer Service Self Service Contact Center 52

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Intelligent self-service. Managing Resources: engaged and empowered staff. .”

Report 66

Report Self Service Customer Service Contact Center 66

Cyara

MARCH 28, 2022

As call centers try to keep pace in the age of digital transformation, the demand for robust, fast and flexible CX testing and monitoring is growing just as rapidly.

Technology 67

Technology Meeting Customer Service Contact Center 67

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Think of your Virtual Agents as an elite number two player on your customer service team.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Think of your Virtual Agents as an elite number two player on your customer service team.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

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

ShepHyken

FEBRUARY 20, 2017

Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. Here are my top five picks from last week.

Customer Service 85

Customer Service Contact Center Loyalty Customer Success 85

CSM Magazine

OCTOBER 25, 2022

Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. With that, we are attracting more and more top talent from other successful SaaS brands. Ryan Toben, SVP of customer success and sales operations.

Customer Success 52

Customer Success Contact Center Sales Customer Centricity 52

Experience Investigators by 360Connext

DECEMBER 14, 2021

It also means considering how to inform customers about new rules or options. This is especially important to consider for your frontline workers like cashiers, customer service representatives, and customer success managers. Consider how to care for customers and employees in bigger ways.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

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

ShepHyken

OCTOBER 9, 2023

In such cases, the conversation can be seamlessly transferred to a human agent, minimizing any disruption in the customer experience. By automating routine inquiries and tasks, AI allows human agents to focus on more complex or specialized customer needs. How can you take AI technology and maximize it for your benefit?”

Contact Center 87

Contact Center Customer Satisfaction Technology Interaction 87

Alliance by IFS

FEBRUARY 5, 2019

better inventory management and service technician utilization. improved customer retention. Request a demo today to see how Astea can help you become an adaptable and dynamic service delivery organization. The post [VIDEO] Astea Customer Success Story – Instron appeared first on Astea. Watch Video.

Video 86

Video Customer Success Customer Satisfaction Sales 86

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. All you have to do is place yourself in the contact center agent’s shoes. Do you want to be optimized? Most likely the answer is no. ENJOYING THIS ARTICLE?

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110