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

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

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

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

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

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. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. Leanne Y.,

Contact Center 69

Contact Center Management Policies Study 69

CSM Magazine

DECEMBER 11, 2023

In order to address this issue, contact centers must prioritize agent retention as a key strategy for success. Provide Clear Career Progression Paths One of the main reasons why agents leave contact centers is due to the lack of career progression opportunities.

Contact Center 52

Contact Center Strategy Culture Knowledge Base 52

Call Experts

FEBRUARY 24, 2022

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. Many companies migrate to BPO contact centers for their customer service needs. BPO contact centers help businesses increase productivity, grow their customer base, and improve customer experience.

Contact Center 105

Contact Center Call Center How To Multi-Channel 105

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. 1. Work Environment.

Contact Center 159

Contact Center Culture Leadership Engagement 159

NICE inContact

AUGUST 23, 2016

While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. Most contact centers fall somewhere in the middle ground. As a contact center leader, where do you start that process? Till Your Land. Let the Sun Shine.

Contact Center 108

Contact Center Culture Poor Customer Service Tips 108

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. They serve as the primary means for organizations to interact with customers, resolve issues, and improve customer satisfaction. While these two platforms share similarities, they also have important differences.

Contact Center 52

Contact Center Self Service Policies System 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

Stella Connect

NOVEMBER 2, 2021

It’ll be off to the races as customers flock to your business with money ready to be spent throughout the holiday season, but with this all-out blitz of consumer spending also comes the inevitable: angry customers. Everything you’ve done so far this year has prepared the customer service team for what’s on the horizon.

Contact Center 88

Contact Center Policies Average Handle Time First Call Resolution 88

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Playvox

OCTOBER 6, 2021

Now that we have an overview of the perspectives that will shape our workforce in the next three years, here are four tips to help you successfully manage a multi-generational contact center team. Training, tools, and coaching are elements that each contact center agent needs, regardless of generation. Know Your Team.

Contact Center 75

Contact Center Tips Management Groups 75

CSM Magazine

MAY 16, 2023

When selecting a contact center to assist your company, you want more than outsourced services. They not only answer calls and questions, but engage your customers in friendly conversation, enthusiastically representing your brand values. Protel BPO agents are selected from a fast-growing contact center labor pool.

Contact Center 52

Contact Center Retail Training Leadership 52

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

Calabrio

AUGUST 12, 2016

Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practice that most, if not all, contact center leaders rely on to measure agent performance and ensure quality customer service. Register now !

Contact Center 113

Contact Center Analytics Conference Policies 113

Interactions

JANUARY 26, 2023

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. To learn more about how Interactions Trustera keeps sensitive customer data safe, check out our webinar.

Interaction 62

Interaction Customer Service Contact Center Social Media 62

Interactions

FEBRUARY 25, 2022

“Customer service isn’t what it used to be.”. It’s funny how despite technology advancing, the way that customers feel about service has somehow gotten worse. . As companies have become larger, there is less ability to take care of each individual customer. Bean revoked this policy. Do you remember it?

Customer Service 62

Customer Service Contact Center Policies eBook 62

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. I’m concerned about training my agents and supporting them.

Training 105

Training Customer Service Contact Center How To 105

BlueOcean

SEPTEMBER 25, 2017

In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and, finally, you’ve signed the contract to make your choice official. Step-by-step procedures and clearly defined rules are valuable assets in establishing a successful contact center.

Contact Center 84

Contact Center Government Automotive Training 84

Think Customers

JULY 1, 2020

The contact center industry has always needed to look forward. An overwhelming at-home workforce and consumer base forced the contact center industry to enforce temporary innovations to handle surging volume and traffic. Distributed contact center workforces The crisis completely turned work on its head.

Contact Center 52

Contact Center Self Service Healthcare Chatbots 52

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 216

Customer Service Omni-Channel Social Media Connections 216

TechSee

MARCH 7, 2023

She is a visionary leader and change agent with more than 20 years of experience successfully transforming contact center programs, centers, and regions to achieve breakthrough results. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. And high expectations from their customers.

Call Center 52

Call Center Customer Service e-support Contact Center 52

InMoment XI

JANUARY 30, 2024

Employee Engagement: Happy and engaged employees are more likely to provide better customer service. CXM software can also contribute to employee satisfaction by providing tools and insights to enhance their ability to serve customers effectively. Are We Subject to Any Parent Company’s Policies and Contracts?

Customer Experience Management 295

Customer Experience Management Software Customer Experience Management 295

Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! That’s why our recent G2 rankings are really meaningful: people who use Playvox every day once again ranked Playvox as a leader in the Contact Center Quality Assurance market in the recent G2 Grid® Report for Fall 2021.

Contact Center 52

Contact Center Report e-support Effort Score 52

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Detail roles and responsibilities, policies, and measurements. AI Describe your current AI capabilities and services.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. When you have clear policies and guidelines in place, you can ensure that expectations are clear and productivity remains high.

Management 88

Management Gamification Contact Center Policies 88

Stella Connect

NOVEMBER 9, 2021

From Black Friday until well into January, your customer service agents will face overwhelming call and chat volumes. Considering the phone and chat speeds we saw last year among leading brands, customers will expect lightning-fast response times. Preparing Your Customer Service Team for the Holiday Season.

Customer Service 87

Customer Service Poor Customer Service Contact Center Training 87

Calabrio

JULY 5, 2016

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. In addition, Comcast reported its largest first-quarter gain in subscription TV customers in nine years. How did they do it? Evaluate quality interactions.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

Call Experts

SEPTEMBER 22, 2022

If you’re planning to develop customer service FAQ questions for your customers, it’s essential to know the most common questions. . Common questions appear on a customer’s search bar or daily questions, while uncommon questions may overwhelm them. What are Customer Service FAQ Questions?

Customer Service 52

Customer Service Policies Call Center Social Media 52

TechSee

JANUARY 5, 2021

While vaccine rollout policies are being handled by governments and will later be addressed by legal and HR, service leaders must wade through the uncertainty and consider the implications of the vaccine on their business. How will the vaccine impact their ability to provide customer service?

Contact Center 109

Contact Center Policies Survey Consumers 109

Interactions

MARCH 19, 2020

Amidst this chaos with emotions running high, customers still expect these brands to show empathy and offer fast, efficient, and effective solutions. But, brands are struggling to keep their contact centers open and operations running smoothly while ensuring the safety of their employees. . Lead with empathy.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

NICE inContact

MARCH 28, 2019

Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service. . If you’re a small business without a call center today, why should you create one?

Call Center 154

Call Center Competitive Advantage Self Service Contact Center 154

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