Comm100

JANUARY 11, 2018

KPIs and Analytics drive call centers as much as the people taking the calls. While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly. How to Ask Questions. Keep reading for a ready-to-use template, too.

Call Center 104

Call Center Customer Satisfaction Survey Customer Service Representative 104

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

Think Customers

DECEMBER 13, 2021

In 2020, brands discovered how empathy can drive profitability and win lifetime loyalty, even during trying times. How are they performing? How are they performing? Are we keeping our CX vows to customers and employees? Are we keeping our CX vows to customers and employees? Renewing your CX vows begins with the basics.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction.

Interaction 84

Interaction Contact Center How To Self Service 84

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Contact Center 113

Contact Center Tips Management Call Center 113

NobelBiz

FEBRUARY 22, 2023

Call Centers must then choose between PBX and cloud telephony implementation. In this article, we discuss the topic of cloud telephony vs. PBX as well as the right telco solution for your call center. What exactly is a call center PBX? A cloud telephony or a locally installed PBX? What is cloud telephony?

Call Center 52

Call Center Contact Center System Communication 52

Comm100

SEPTEMBER 7, 2017

Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. eBook] The Guide to Becoming a Top Performing Live Chat Agent. Download Free.

Sports 113

Sports Average Handle Time Call Center Customer Service 113

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. And here are the telltales.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. The main difference between on-premise vs. cloud contact center is that the cloud contact center will not go out of commission if the facility where it’s hosted goes offline. This is not the case.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. And here are the telltales.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Comm100

JUNE 13, 2018

This may include hard-to-navigate customer service channels, website problems, poor customer service, inaccurate product information, incorrect items being shipped, goods arriving damaged, items never arriving, and other inconveniences. Introduction. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”.

Tips 133

Tips Self Service e-support Social Media 133

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. The activities in this eBook can be great training materials to improve customer service or morale in your team. Introduction. Should it be customer service?

Social Media 119

Social Media Customer Service Strategies Strategy Customer Service 119

Magellan Solutions

FEBRUARY 24, 2022

According to them: Lead generation , at its most basic, is the process of creating interest in and/or awareness of a product or service offered by a business among the general public. Having a service provider do a business task for you is called “outsourcing.” Have you ever heard about Lead Generation ? This is true. .

Social Media 40

Social Media B2B B2C Sales 40

Stella Connect

NOVEMBER 7, 2017

They’re not just a good idea in theory; they can help brands correct course (in near real time), optimize resources, and seed big product and customer experience innovations. Product Development. Voice of customer data is often used to gauge customer reactions to new products. Then they deploy the surveys and.

Data 40

Data Effort Score Contact Center Policies 40

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Esteban Kolsky

MARCH 13, 2018

The first webinar was the basic definition and set up – what’s customer experience, how it works, why do you need to do it, etc. Planning the last video was easy: we just needed to finish the “how do I go about implementing?” You can find that webinar here – and the questions and answers here. Then we did the second webinar.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. Table of Contents What is Call Blocking?

Call Center 103

Call Center Telecommunications Contact Center Self Service 103

Comm100

FEBRUARY 16, 2018

As each year comes to a close, thought leaders and customer experience experts rush to offer insight on how these changes will manifest themselves in the coming months – and whether nor not they’ll leave a lasting impact on the industry. That is why reducing customer effort was voted the number one priority for contact centers in 2018.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102