CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently. Benefits of Simulation Training.

Training 93

Training Customer Service Contact Center Chatbots 93

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? Unfortunately, far too many contact centers are trying to fix these problems with training solutions that don’t put the agent at the center. Read on to learn why.

Contact Center 204

Contact Center Training Call Center How To 204

AWS Machine Learning

DECEMBER 12, 2023

The launch of ChatGPT and rise in popularity of generative AI have captured the imagination of customers who are curious about how they can use this technology to create new products and services on AWS, such as enterprise chatbots, which are more conversational. We cover the following steps: Deploy SageMaker foundation models.

Interaction 108

Interaction Chatbots Training How To 108

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

CSM Magazine

OCTOBER 25, 2023

As a result, physical retailers must offer something truly special to entice and retain customers. Ultimately, a welcoming smile, attentive service, and the ability to interact face-to-face with knowledgeable staff can make a world of difference. Comprehensive training is essential for effective customer engagement.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

InteractionMetrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Case Study Explored: Martha and Jason dissect a distribution company that sought to improve its inside sales customer service. Will the product arrive on time?”

Call Center 52

Call Center Training Metrics Case Study 52

kommunicate

JULY 14, 2023

Last Updated on July 14, 2023 A customer interacts with you in multiple ways in the age of the Internet. The post How to Train ChatGPT On Your Own Data: Enhancing Customization and Brand Alignment appeared first on Kommunicate Blog. Brand strategy, therefore, is not just a logo, design or a name.

Training 98

Training Brands Data How To 98

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Keep the customer informed.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. To put it frankly, our AI is purpose built for contact centers and improved customer experiences.

Interaction 62

Interaction Self Service Customer Service Contact Center 62

Stella Connect

JANUARY 26, 2022

Customers know in an instant if your agents will meet and exceed their expectations , and all it takes is one bad experience to lose them. It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know.

Customer Service Training 96

Customer Service Training Training Tips Customer Service 96

CSM Magazine

DECEMBER 6, 2023

Today, a company’s success is also closely tied to its ability to provide exceptional customer service, which helps retain loyal customers and generate repeat business. However, delivering excellent customer service requires more than just hiring people and having the necessary tools. Let’s get started! The result?

Training 52

Training Customer Success Exceptional Customer Service Social Media 52

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

ShepHyken

OCTOBER 14, 2022

He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Your customer service team must be an asset to your organization. The best customer service doesn’t have to work together in the same room.

Training 71

Training Customer Service Competitive Advantage Customers 71

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 225

Strategy How To Wait Times Customer Satisfaction 225

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business. Have mentors and coaches.

Customer Service Training 78

Customer Service Training Training Customer Service Loyalty 78

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

Experience Investigators by 360Connext

FEBRUARY 3, 2020

Learning Can Make Your Customers Happier, Too. I don’t mean to say that you should tell your customers should go out and learn (though that couldn’t hurt). I mean that if you keep finding ways to learn — taking courses, training — that it can create a better customer experience.

Training 197

Training Course How To Healthcare 197

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. The key, of course, was that everything, including agent training, had to pivot to a virtual environment. It’s been a wild ride, but we successfully pivoted to 100% remote training for our operations.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

Experience Investigators by 360Connext

FEBRUARY 11, 2020

CX Training Takes a Cross-Functional Team. Successful organizations adopt this attitude when it comes to customer experience and the training required to really make it part of their DNA. . The Five Most Common CX Training Obstacles — And How to Solve Them: 1. Training is reduced to tools, processes, and procedures.

Training 125

Training Customer Experience Customer Journeys Employee Experience 125

Experience Investigators by 360Connext

APRIL 9, 2024

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let’s transform the frontline of your business into a powerhouse for customer loyalty. This isn’t about ticking boxes; it’s about empowering your team to be the best for your customers. Let’s talk!

Customer Experience 162

Customer Experience Loyalty Customer Satisfaction Customers 162

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. For online training programs, data plays a critical role from beginning to end. Let’s start with the business success metrics for workforce training.

ROI 52

ROI Training How To Course 52

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact.

Interaction 140

Interaction Customer Service Sports Communication 140

Comm100

OCTOBER 9, 2023

Hailing from OpenAI’s cutting-edge technology, ChatGPT has rapidly risen to fame, offering an interactive experience that feels remarkably human. Its sophisticated ability to understand and generate human-like text has unlocked opportunities across sectors, one of the most intriguing being customer service.

Customer Service 235

Customer Service Chatbots Training Wait Times 235

Interactions

JUNE 29, 2023

It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. Today that means harnessing the power CX technology and human interaction.

Interaction 62

Interaction Technology Customer Service Chatbots 62

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

ShepHyken

NOVEMBER 17, 2021

If it means using digital to achieve easier, faster, and more convenient, then customers will use a digital channel. More and more customers are looking for digital and self-service options. Our customer experience research finds that 41% of customers prefer digital first and the phone second. Follow on Twitter: @Hyken.

Fashion 125

Fashion Self Service Interaction Airlines 125

Beyond Philosophy

MAY 25, 2022

The contact center is an essential component to your experience, and also contains a wealth of information about your customers. In this episode, we host Thomas Goodmanson , President and CO of Calabrio , a global Customer Experience intelligence company that builds software to enrich customer interactions.

Contact Center 148

Contact Center Interaction Self Service Consulting 148

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Interaction 121

Interaction Customer Experience Conference Analytics 121

CSM Magazine

FEBRUARY 7, 2024

Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. It turns raw data into actionable intelligence, allowing businesses to stay ahead of emerging customer concerns and sentiment.

Training 52

Training Trends Contact Center Analysis 52

Stella Connect

JANUARY 12, 2022

Customer service is one of the most significant differentiators between your brand and the competition, but its success solely depends on the performance of agents on the front lines — which is why your training program needs to include initiatives that improve agent engagement. Why Agent Engagement Matters to Customer Service Teams.

Customer Service Training 69

Customer Service Training Training Engagement Customer Service 69

NICE inContact

MARCH 29, 2019

At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. This shortens call handle times and frees up agent resources to handle more complex interactions.

Interaction 136

Interaction Telecommunications Contact Center Multi-Channel 136

ShepHyken

AUGUST 14, 2023

When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. Training is crucial in aligning employees with the brand’s unique experience. Brands should aim to bridge the gap between their brand image and customer experience.

Training 62

Training Customer Experience Marketing Brands 62