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

MAY 29, 2019

Picture this: You’re in the RFP process for a new contact center partner. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes. Ease of travel. Don’t go in blind.

Contact Center 185

Contact Center Culture Comparison Exercises 185

Playvox

JULY 20, 2022

At the start of the year, most contact center leaders were scrambling to find talent and whenever I spoke with folks in the industry, it seemed like everyone talked about the “war for talent” and “the great resignation.” It included travelers who were concerned about their flights potentially getting canceled.

Contact Center 67

Contact Center Travel Airlines Retail 67

BlueOcean

JULY 24, 2017

The same must be said when you’re looking to build a strategic partnership with a new contact center outsourcer. The contact center RFP is essential, of course, but the contact center site visit is invaluable. The Contact Center RFP Process. The Contact Center Site Visit.

Contact Center 0

Contact Center Culture eBook Hospitality 0

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

Talkdesk

MARCH 20, 2020

What’s your customer service continuity plan? In these unprecedented times, your customers have questions and concerns. Contact centers are being flooded with calls about everything from finance to travel to healthcare, and more. Your customers need support now more than ever. It’s already happening.

Contact Center 102

Contact Center Call Center Call Center Solutions Sports 102

BlueOcean

DECEMBER 17, 2018

Of course, greater retail sales inevitably lead to higher call volume in the contact center. The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism.

Contact Center 136

Contact Center Gamification Retail Course 136

Talkdesk

MAY 14, 2020

The pandemic represents a challenge for business survival as some industries like travel and hospitality see a concerning decrease in demand, while many organizations struggle to keep up with high call volumes and effectively serve their customers.

Contact Center 118

Contact Center Hospitality Call Center Travel 118

Playvox

AUGUST 8, 2022

economy affected most by the Great Resignation, also known as the Big Quit, were in service industries, including restaurants, retail, and healthcare. But the trend also disproportionately impacted contact centers and customer support organizations. That’s likely a scary statistic for a customer experience center.

Contact Center 78

Contact Center How To Leadership Trends 78

CSM Magazine

JULY 13, 2022

Contact center leaders are struggling to keep pace with ‘unrealistic’ demands. Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide.

Contact Center 59

Contact Center Survey Healthcare Insurance 59

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 212

Customer Service Self Service Chatbots Healthcare 212

Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. One way or the other, there is no doubt that Customer Experience is a top-of-mind topic for many companies around the world.

Conference 236

Conference Customer Experience Contact Center Financial 236

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. It has led call centers to explore the benefits of AI.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

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

Talkdesk

MAY 11, 2020

Internet Travel Solutions (ITS) is a leading, global travel management company that focuses on smart, fast and easy solutions, with products and services to solve customer problems and provide long-term value. Discover our offer for travel and hospitality.

Travel 61

Travel Contact Center Hospitality Innovation 61

Interactions

MARCH 19, 2020

We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. . COVID-19 has impacted both personal and business travel. That is exactly what’s happening now.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

Think Customers

JULY 1, 2020

The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every industry from healthcare, travel, banking, and more. Distributed contact center workforces The crisis completely turned work on its head. Not anymore. It’s time to be proactive.

Contact Center 52

Contact Center Self Service Healthcare Chatbots 52

Think Customers

APRIL 6, 2020

Contact centers and customer service organizations play a critical role in enabling those human connections. They are on the front line of a brand’s relationship with customers and the public. While others allow customers to buy or replace products virtually when physical stores are closed.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

Talkdesk

JANUARY 9, 2019

Early in my career, I spent eight years supervising agents in contact centers. Working in and managing contact centers is not for the faint of heart. How do you scale up and down quickly in a modern contact center? Every day is a challenge and seems like you are dealing with fires all day, every day!

Contact Center 44

Contact Center Insurance Conference Travel 44

CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. Zenarate customers have experienced proven outcomes, including 56% faster Speed to Proficiency, 33% higher CSAT scores, and 32% lower Agent Attrition. Zenarate Customers include 7 of the top 10 U.S.

Contact Center 52

Contact Center Training Healthcare Travel 52

CSM Magazine

MARCH 12, 2020

What if your employees had to work from home and you had to close your contact centers indefinitely? From fixed to fluid – wider issues in customer service. Gig customer service is on the rise, with the added bonus that these workers can provide customer service from anywhere in the world.

Contact Center 52

Contact Center Call Center Government Chatbots 52

NobelBiz

AUGUST 3, 2021

What are the flaws in your contact center? After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. Is the customer record shown automatically when an inbound call is answered?

Contact Center 52

Contact Center How To Omni-Channel Social Media 52

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 158

Customer Service Chatbots Knowledge Base System 158

CSM Magazine

MARCH 18, 2021

Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots).

Customer Service 75

Customer Service Virtual Agent Chatbots Contact Center 75

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically.

Customer Experience 91

Customer Experience Contact Center Gamification Chatbots 91

NobelBiz

MARCH 8, 2020

in the US alone (as of June 2020), and the FCC’s efforts against robocalls are yielding results , we can observe a worrisome rise in contact center fraud, as well. Here are 6 popular contact center frauds and how to teach your agents to identify and report them. And there are still countries imposing travel bans.

Contact Center 52

Contact Center Banking Call Center Travel 52

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. According to Carlos Mu?oz management (WFM). Metrics that matter.

Contact Center 56

Contact Center Self Service Average Handle Time Travel 56

Vonage

AUGUST 11, 2015

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you!

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. And that would be easy, if working with people was simple.

Contact Center 51

Contact Center Customer Service Conference Training 51

Cyara

FEBRUARY 13, 2024

Today, we’re thrilled to announce a new, industry-first solution to this challenging situation for contact centers with outbound call line identification (CLIs) serving your customers around the world. For the businesses, this means lost sales and customer service opportunities, as well as brand damage.

Contact Center 76

Contact Center Healthcare Insurance Travel 76

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. In my experience, the major problems with booking travel happen at the worst possible time.

Travel 61

Travel Self Service Hotels Hospitality 61

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies. Canada, Mexico, Philippines, India, and Europe.

Training 59

Training Telecommunications Marketing Contact Center 59

TechSee

MARCH 9, 2020

For example, corporate executives can hold virtual board meetings, medical specialists can examine patients via live video streams, insurance agents can meet with clients online, professors can teach classes via webcast, and customer service reps can provide visual remote assistance.

Travel 136

Travel Contact Center Transportation Video 136

NICE inContact

MARCH 1, 2018

Agents need to be able not only to respond quickly to spikes in volume, but also to move effortlessly between helping members with emergency roadside assistance, travel reservations and membership renewals. AAA Central Penn found that it had some serious baggage: Technical issues in its contact center system.

Omni-Channel 139

Omni-Channel Gamification Contact Center Travel 139

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well. Adding game-like elements is one way.

Gamification 79

Gamification Contact Center Training Feedback 79

Avaya

APRIL 27, 2017

Sometimes you travel to Orlando to really fun destinations. But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. We’ll show customer-focused companies our latest innovations.

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54