CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Be careful about confusing agents and customers. Are you sold?

Contact Center 228

Contact Center Communication Groups Customer Service 228

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Measurement Training 88

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Be careful about confusing agents and customers. Are you sold?

Contact Center 182

Contact Center Communication Groups Customer Service 182

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

VDS

APRIL 3, 2024

Improving the Patient Experience Through Contact Centers The modern healthcare landscape is evolving, with patients increasingly seeking care experiences that are not just effective but also personalized and convenient. Focus on Empathy: Training staff to engage with patients empathetically can help in building trust and satisfaction.

Contact Center 52

Contact Center Strategy Healthcare Wait Times 52

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Leadership Training Technology 130

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. Delivering superior CX (speed, accurate authentication; engaging with virtual assistants).

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Contact Center ROI Metrics Interaction 130

NobelBiz

APRIL 23, 2024

By meeting debtors where they are, agencies can enhance engagement and improve the likelihood of successful debt resolution. RELATED ARTICLE What is Omnichannel Customer Engagement & How to Immprove It Embracing Automation for Enhanced Efficiency Automation is revolutionizing the collections process, especially for low-balance accounts.

Omni-Channel 59

Omni-Channel Contact Center Customer Centricity Technology 59

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

BlueOcean

JANUARY 20, 2023

Whether you already have an RFP template on hand or not, there are two key things to remember: First, the partnership with your customer care outsourcer is a unique one, requiring customized questions for a more accurate assessment. Our updated list of customer care RFP questions keeps these facts top of mind.

Contact Center 156

Contact Center Customer Care Comparison Culture 156

NICE inContact

MAY 20, 2020

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. Once agents were home and safe, priorities shifted to keeping them engaged and productive. First agents had to be set up with the tools and technology to be productive in their new setting.

Contact Center 177

Contact Center Interaction Analytics Exceptional Customer Service 177

CSM Magazine

MARCH 26, 2024

Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. The interactions they have with customer support agents profoundly influence their perception of the brand.

Contact Center 52

Contact Center Brands Social Media Call Center 52

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

NICE inContact

MAY 20, 2020

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. Once agents were home and safe, priorities shifted to keeping them engaged and productive. First agents had to be set up with the tools and technology to be productive in their new setting.

Contact Center 156

Contact Center Interaction Analytics Exceptional Customer Service 156

NICE inContact

MARCH 9, 2021

Sometimes contact center professionals become so focused on agent-assisted customer service methods that they forget many customers just want to help themselves. A personalized interaction with a competent and engaging agent can be highly satisfying but it isn't always a customer's first choice.

Self Service 156

Self Service Contact Center Interaction Customers 156

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

BlueOcean

JUNE 6, 2017

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. Here’s what you need to know.

Contact Center 218

Contact Center Call Center Employee Engagement Employee Experience 218

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. of their revenue due to bad experiences. of their revenue due to bad experiences.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. The current state of customer experience is more challenging. Think Beyond the Contact Center.

Contact Center 78

Contact Center Omni-Channel Social Media e-support 78

TechSee

MAY 18, 2022

They can either staff up significantly or improve their call center occupancy. What is Occupancy in the Contact Center? Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.

Call Center 109

Call Center Contact Center Self Service Multi-Channel 109

Doing CX Right

AUGUST 28, 2021

Learn how to get contact center reps to deliver outstanding customer service as your differentiator and company norm. The post 6 Ways To Retain & Engage Best Contact Center Agents appeared first on Doing CX Right.

Contact Center 59

Contact Center Engagement Customer Service Company 59

NobelBiz

MARCH 29, 2022

With the growth of digital technologies and the rise of new communication channels, the notion of consumer engagement took a whole new dimension. It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers.

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

BlueOcean

APRIL 28, 2020

And in the world of customer care, an industry that has felt the entire spectrum of effects – from drought to tsunami – we’re asking the big questions in anticipation of a better future. And then there’s the intangible issues – in particular, employee engagement and corporate culture. And then there are the customers themselves.

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth. Ultimately, digital engagement is what customers demand.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. Educate, engage and empower your employees.

Engagement 246

Engagement Contact Center How To Metrics 246

BlueOcean

FEBRUARY 21, 2017

What makes a great contact center agent isn’t as easy to define as you might expect. There’s another layer to be considered as well: generational differences in the contact center workforce. Every individual possesses their individual profile of neurolinguistics traits that dictates how they work, engage, and learn.

Contact Center 225

Contact Center Multi-Channel Call Center Training 225

BlueOcean

OCTOBER 17, 2019

Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. Even with a robust scoring method, however, sometimes shortlisting potential contact center partners comes down to a process of elimination.

Contact Center 149

Contact Center How To Effort Score Comparison 149

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

Upstream Works

JUNE 9, 2022

The contact center was even more complicated. There were too many different customer needs and too many inconsistencies. The contact center agent’s life was not easy, and we saw it just getting more and more complicated. And in many, many cases, those people did not have a good life.

Contact Center 157

Contact Center Call Center Virtual Agent Omni-Channel 157

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. ICCU takes a fresh, unique approach to customer service, and it shows. These efforts pay off.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189