Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

NICE inContact

DECEMBER 14, 2016

Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Studies have concluded that 70% of change initiatives fail for a wide variety of reasons.

Contact Center 138

Contact Center Technology Management Training 138

BlueOcean

OCTOBER 10, 2016

But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. Customer Journey Mapping in the Contact Center.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

Playvox

JANUARY 5, 2022

While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. A great way to determine if your contact center team is engaged is to watch for behaviors commonly displayed by disengaged employees. What is Agent Experience?

Contact Center 72

Contact Center How To Fashion Gamification 72

BlueOcean

MARCH 8, 2016

(We’ll be celebrating nine years as their contact center partner soon…). That’s why you want to make sure the first 90 days with a contact center partner set both of you up for long-term success. Day 0 to Day 30 with Your Contact Center Partner. Bring marketing into the picture.

Contact Center 159

Contact Center Chief Customer Officer Training Measurement 159

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 98

Virtual Agent Contact Center Management How To 98

NobelBiz

APRIL 20, 2020

Metrics like Customer survey ratings or average wait times will reveal a lot about the success of your contact center. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. Why should Contact Centers have a call recording system?

Call Recording 52

Call Recording Contact Center Software CRM 52

Avaya

AUGUST 12, 2019

Are organizations attempting to use artificial intelligence (AI) in the contact center? Voice Self-service: Nearly half of organizations are using AI in the contact center to improve customer self-service. Yes, without a doubt. What exactly does this mean? What exactly does this mean?

Contact Center 50

Contact Center Self Service Chatbots CRM 50

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 52

Virtual Agent Contact Center Management How To 52

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. From a high level, this is a goal we’ve always tried to achieve.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

Answer Dash

JANUARY 1, 2019

There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Integrate Slack with support tools Slack has revolutionized contact center communication. That exercise led me to a variety of Slack applications, of which there are many. Wait, what?

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

Talkdesk

FEBRUARY 3, 2017

When you think about contact center jobs, you probably imagine people wearing headsets and answering calls in front of computer screens staring at call center software all over the world. When you think of people with contact center jobs, you probably don’t look in the mirror.

Contact Center 40

Contact Center Call Center Exercises Customer Centricity 40

InMoment XI

OCTOBER 7, 2021

customer contact center call, product purchase experience, etc.), Enjoy the goal setting exercise! In the customer experience world, most goals are “outcome goals” versus “performance goals.”. Outcome goals usually focus on obtaining a score on a specific measure such as overall satisfaction with a given transaction (e.g.,

Effort Score 493

Effort Score Measurement Trends Customer Retention 493

Experience Investigators by 360Connext

JANUARY 26, 2021

This is a great exercise for contact center leaders, serving as a way to get feedback from a random sample of customers who contacted them for support. Listen in on contact center calls. After one or three or ten calls, you’ll start seeing customers as real people.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Playvox

AUGUST 25, 2022

How to Ensure Contact Center Agents Understand Their Impact. In order to demonstrate the impact, I’ve pulled in a few “Power of One” exercises from this article. Power of One Customer Care and Contact Center Exercises. What difference did one person make in this exercise? ENJOYING THIS ARTICLE?

Management 85

Management Contact Center Exercises Self Service 85

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. Download Jeff’s workbook, “10 exercises to uncover hidden customer service obstacles” by texting Hidden to 66866. The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs.

Contact Center 51

Contact Center Customer Service Conference Training 51

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

NobelBiz

OCTOBER 31, 2023

In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer. From sentiment analysis to agent impact, discover the future of contact centers. Nobelbiz and Data-Driven Decision Making Nobelbiz offers solutions that are tailor-made for the call center industry.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

Talkdesk

JULY 14, 2020

In our first three pieces, we discussed the massive quantum shift brought on by the COVID-19 pandemic, and how CX leaders can adapt their contact center strategies to continue delivering excellent experiences while weathering the pandemic. For many industries, planning during the pandemic can be a highly complex exercise.

Exercises 106

Exercises Contact Center Trends Consumers 106

CSM Magazine

MARCH 25, 2024

Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. Training and Boundaries Training for call center agents often includes how to manage difficult conversations and de-escalate conflicts. “The customer is always right” is a timeless phrase.

Policies 52

Policies Call Center Exercises Contact Center 52

Blake Morgan

OCTOBER 31, 2022

Reichheld also agreed that many customer service managers find contact center agents gaming the system; with their pay tied to NPS, it’s not uncommon for agents to only seek high scores. It has been the most popular way to measure customer experience, but it’s arguably outdated.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

CX Accelerator

OCTOBER 25, 2018

There is no doubt that the contact center industry is poised for massive changes. As Justin Robbins says, even the basic tool sets in most contact centers are broken. It is not too late for contact centers to fix the core and pave the way for the future. Twitter - @CustomerIsFirst LinkedIn - Nate Brown

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

NICE inContact

JUNE 20, 2017

While contact center agents typically serve as the face of the company, we know that there are many internal functions that influence a customer’s experience. Contact centers are great at setting Service Level Agreements (SLAs) for communication with their customers. Cross-functional job shadowing.

Contact Center 122

Contact Center Culture Exercises Customer Service Representative 122

Experience Investigators by 360Connext

APRIL 25, 2023

Leaders Don’t Really Understand Front-Line and Other Roles Culture starts at the top, moves through the middle, and must make it all the way to the front-line employees, field technicians, contact center agents, custodial professionals, and beyond! When leading workshops with leaders, I often start with a simple exercise.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Comm100

JUNE 25, 2019

However with costly onboarding and training costs and high turnover , contact centers don’t can struggle to build excellent agent experiences. Internal AI can turn that all around and supercharge contact center agents so they’re faster, more knowledgeable, and more efficient. What is Agent-facing AI?

Contact Center 121

Contact Center Chatbots Knowledge Base Resources 121

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. In Anna’s case, I would start with a simple exercise to get the journey map off to a good and practical start. Then, we phoned the claim contact center. And guess what?

Customer Journeys 78

Customer Journeys Exercises Contact Center Customer Centricity 78

CX Accelerator

OCTOBER 3, 2019

Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process. Jeremy Watkin is a contact center veteran turned CX leader. If we’re doing it right, we are creating companies full of employees focused on CX. Leave us a comment.

Tips 296

Tips Culture Exercises Feedback 296

Vonage

APRIL 12, 2018

Businesses are increasingly being challenged to adapt to the changes in technology and customer expectations that are being driven by digital transformation, and many brands are struggling to understand where their contact centers – their human sales and service agents – fit in.

Customer Success 120

Customer Success Contact Center Conference Sports 120

Experience Investigators by 360Connext

JUNE 8, 2021

This exercise is a great way to predict what you need to change to be there for the changing customer journey. Contact center agents, for example, hear about frustrations caused by comparisons to the competition. Future State Customer Journey Mapping. Who is the customer in one year or five?

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

CX Accelerator

MAY 8, 2018

Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground? The exercise above might seem silly. Given that storytelling can be such a powerful way to share learning, what does that mean for your contact center?

Contact Center 160

Contact Center Customers Communication Exercises 160

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. She even includes several exercises in the book. I used it in previous contact centers and know a few others who swear by it as a mandatory part of leadership on-boarding.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

NICE inContact

JANUARY 13, 2020

It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. Where do you spend? Where do you cut?

Customer Experience 156

Customer Experience Exercises Customers Contact Center 156

CX Journey

AUGUST 17, 2018

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. This webinar will also be more focused on the contact center experience and contact center data. Characterize. Research your customers. Identify the jobs they are trying to do.

Customer Journeys 86

Customer Journeys Contact Center Exercises Customers 86

Horizon CX

JUNE 10, 2022

While it’s possible that the internal hypothesis and the customer perspectives are in close alignment, it’s not that likely they are, and this is where reality takes center stage. Unless you’re committed to that, the mapping would merely be an exercise with no tangible business outcome.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. If your contact center leaders have made progress on decreasing wait times, for example, ask them to share their stories of what worked and showcase their progress. What’s the difference? Well, I would say understanding is a bit passive.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259