Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction.

Contact Center 56

Contact Center Management Interaction Poor Customer Service 56

Talkdesk

AUGUST 8, 2016

Every good business leader knows that poor customer service is to be avoided. It is in the best interest of every company to treat their customers well. After all, it’s the customers who ultimately have power in the relationship. Many companies think about customer service from the business perspective.

Poor Customer Service 40

Poor Customer Service Customer Service eBook Social Media 40

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Interactions

JULY 29, 2021

Given that 92% of consumers surveyed believed that today’s customer service needs improvement, brands have a big opportunity to make excellent customer service a key differentiator. Brands must look at what customers really want and remove pain points from interactions. So what exactly do customers want?

Customer Care 71

Customer Care Consumers Self Service Poor Customer Service 71

Interactions

JUNE 24, 2021

If the technology that a brand is using does not address these best practices, it’s not a technology that is actually supporting customer expectations (or your business!). A lot of traditional automation in the contact center is designed to make transactions more efficient. The post Why isn’t customer experience working?

Self Service 71

Self Service Customer Experience Contact Center Poor Customer Service 71

Vonage

OCTOBER 22, 2015

Mobile and wireless technology is also enabling field reps to connect to the CRM system remotely, allowing them to easily input data and access real-time data – both of which ultimately enhance the customer experience. Find out how our gamification system, Motivate for Service , could help to keep your team motivated. Social media.

Technology 120

Technology Customer Service Gamification Wireless 120

Stella Connect

MAY 11, 2017

Customer feedback loops, particularly when paired with objective data (as we discuss in our latest eBook ), are critical assets in the C-suite. By that I mean immediately, right on the front line—where service teams are actively engaging customers. This isn’t to say VoC data aren’t useful for strategic planning.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40