TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. Technology Fuels Contact Center Transformation.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. Is this the same as Customer Relationship Management, or CRM?

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

TechSee

FEBRUARY 23, 2023

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling.

Contact Center 124

Contact Center Average Handle Time Training Video 124

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Kate champions digital innovations that create the best customer experience and solutions.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Uniphore

JUNE 16, 2021

While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all. AHT is the average length of time it takes an agent to complete a call. Automate Tasks Using RPA.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 106

Call Center Management Contact Center Wait Times 106

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Time – help agents resolve customers’ issue faster.

Call Center 196

Call Center Self Service Strategy Contact Center 196

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. With the shift from an unregulated space to one that is increasingly governed by rules, the importance of navigating this landscape with a knowledgeable partner becomes huge. All enabled by NobelBiz leading contact center technology.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc. How do we know?

Call Center 98

Call Center Gamification Contact Center Training 98

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience Management 141

Customer Experience Management Management Customer Experience Contact Center 141

TechSee

MARCH 5, 2020

Every customer service professional knows that running a successful call center is a constant balancing act. Managers will often focus on improving employee productivity to keep customers happy and costs down. However, if they are too successful at increasing productivity, their efforts can easily backfire.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

CSM Magazine

MARCH 26, 2024

Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. For example, a customer calls a call center because they are experiencing difficulties with a product they purchased.

Contact Center 52

Contact Center Brands Social Media Call Center 52

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. But before they become proficient and fully productive, there are activities to onboard, train, nest, and become operational, usually happening within their first 90 days.  

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

NobelBiz

APRIL 23, 2024

Initial Contact : The agency contacts the debtor to inform them about the debt and their intention to collect. The integration of these diverse channels into a unified platform ensures that all debtor interactions are tracked and managed cohesively, enhancing efficiency and compliance. In the U.S.,

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

NobelBiz

DECEMBER 11, 2023

Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations. Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Queue management includes hold music or comfort messages.

Call Flow 106

Call Flow Customer Experience Contact Center Call Center 106

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well.

Gamification 79

Gamification Contact Center Training Feedback 79

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. During the best of economic times, it’s a smart business practice.

Contact Center 74

Contact Center Measurement Call Center How To 74

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center Meeting Social Media Call Center 105

NobelBiz

OCTOBER 31, 2023

According to Salesforce Research , 88% of customers say the experience a company provides is as important as its product or services. In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer. Data analytics in call centers goes beyond merely collecting data.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

TechSee

DECEMBER 3, 2019

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Most knowledge bases are hindered by poor usability. Proactive knowledge suggestions. Creating a visual contact center knowledge base.

Knowledge Base 136

Knowledge Base Contact Center Customer Service Representative System 136

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent? How do you “read the customer” in texts and chats?

Analysis 82

Analysis Contact Center Effort Score How To 82

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? Advanced call center technologies go way beyond handling incoming or outgoing calls.

Call Center 124

Call Center Self Service Technology Social Media 124

TechSee

SEPTEMBER 21, 2023

Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. This allows field service teams to learn from the contact center, the contact center to learn from customer self-service, and management to gain a 360° view of all service interactions.

Meeting 109

Meeting Self Service Contact Center Virtual Agent 109

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Magellan Solutions

APRIL 11, 2024

As your Shopify business grows, managing all those customer inquiries and technical issues can quickly become a headache, especially if you’re trying to handle everything in-house. Personalized Assistance From Experts Well-trained agents typically provide Shopify telephone support and have extensive knowledge of the Shopify platform.

e-support 95

e-support Net Promoter Score Training Policies 95

NobelBiz

NOVEMBER 20, 2023

Its cloud-based architecture integrates effortlessly across desktops, laptops, and mobile devices, offering a level of flexibility that enhances communication management. This feature also facilitates effective management of your company’s call routing.

System 103

System Communication Contact Center Self Service 103

CSM Magazine

DECEMBER 11, 2023

The average attrition rate for call center agents in the U.S. 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

TechSee

JANUARY 21, 2020

In fact, the latest research shows that small-sized call centers (less than 50 seats) have an annual turnover rate of 17%, medium-sized contact centers witness a 37% attrition rate and large-sized operations lose 44% of their reps per year. Improved training.

Contact Center 124

Contact Center Effort Score Knowledge Base Call Center 124

TechSee

MAY 4, 2023

In theory, AI powered by machine learning can process data to identify, manage, and resolve issues without the need for an expert technician, transferring knowledge company-wide and turning field agents into expert technicians. In practice, this translates into just a few hundred new images instead of tens of thousands.

Self Service 109

Self Service Customer Satisfaction Technology Training 109

eGain Blogs

AUGUST 12, 2022

It is the Knowledge Management conference your CX needs. To quote Gartner, “Knowledge management (KM) is the No. At the conference, you will learn all there is to know about modern knowledge management —the missing ingredient in most customer service deployments, per Gartner—including the what, the why, and the how.

Conference 87

Conference Self Service Chatbots Contact Center 87