Lumoa

NOVEMBER 17, 2022

Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customers can become frustrated with businesses that do not retain their information to aid their customer service efforts. Chatbots can also provide support when your customer service agents are unavailable.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. Get clear and honest about your real goals.

Contact Center 88

Contact Center Gamification Measurement Training 88

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. Download Playbook.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Get Your Copy Now. Agent Engagement Matters. Current agent coaching is leading to customer—and agent—turnover.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response?

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. It enables companies to access a larger talent pool and recruit the best candidates, regardless of their geographical location.

Management 88

Management Gamification Contact Center Policies 88

Comm100

NOVEMBER 23, 2022

To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak. Chatbot growth continues.

Trends 215

Trends Customer Service Chatbots Omni-Channel 215

Magellan Solutions

APRIL 3, 2024

A live chat feature on your website could earn you nearly 50% more cash every hour someone chats with your team. It also boosts the number of people buying your stuff by 40%. With BPO chat support, your customers can receive instant assistance through a user-friendly chat interface 24/7 at an affordable cost.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. Attract new talent? What is Workforce Engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

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? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Comm100

JULY 5, 2022

Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT). If you’ve been considering adding a chatbot into your customer service operations but you’re not sure where to start, you’ve come to the right place. Building your bot.

Chatbots 206

Chatbots How To eBook Resources 206

Calabrio

OCTOBER 19, 2022

For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need. This forward vision enables you to focus on your day-to-day and leaves the heavy lifting to us. Greater work-life balance.

Connections 147

Connections Contact Center Analytics Travel 147

Eptica

MAY 21, 2021

Date: Friday, May 21, 2021 Author: Pauline Ashenden - Demand Generation Manager Increasing agent retention in the hybrid workplace. Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021. How can contact centres ensure they are retaining their best people?

Trends 125

Trends Meeting Interaction Marketing 125

Magellan Solutions

APRIL 11, 2024

Top-notch telephone support is essential for building brand loyalty and boosting sales for your online business. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others. What is Shopify Telephone Support?

e-support 95

e-support Net Promoter Score Training Policies 95

NICE inContact

JULY 25, 2019

Recruiting excellent agents can be a challenging task. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. 2) Ask for Feedback.

Call Center 141

Call Center Gamification Contact Center Social Media 141

NICE inContact

AUGUST 2, 2019

We talk a lot about “future-proofing” your business. You don’t simply want to plan for your current customer service needs. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth. 1) Live Chat. 1) Live Chat.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Studies show it can cost 5 to 25 times more to acquire a new customer than retain one. Retention is a smart investment for your budget that can cement your customer loyalty and boost their lifetime value. The answer and best strategies are backed by science and decades of social behavior.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Playvox

JANUARY 30, 2024

Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. What is Gamification? Why Gamification?

Gamification 79

Gamification Contact Center Training Feedback 79

Comm100

MAY 20, 2022

Thanks to its speed and convenience, live chat software empowers agents to provide the type and quality of support that today’s consumers need, all while: Reducing operational costs Improving efficiency Increasing availability Building stronger connections and Improving customer satisfaction (CSAT). Table of contents.

Software 188

Software Wait Times Multi-Channel Consumers 188

Comm100

AUGUST 29, 2021

While omnichannel support improves the customer experience, as well as the agent experience, businesses have more to consider when allocating resources and training service agents. Your available resources will dictate how much each service agent takes on, and your agents may need to understand a wide variety of channel communications.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? Your customers don’t view your CRM and marketing separately–they view all your communication as your brand, so it is imperative that your CRM and loyalty program are cohesive and send the same message.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Here are some insights from a survey that we did in collaboration with ICMI to help build better agent strategies, processes and tools.

Contact Center 156

Contact Center Self Service System Training 156

ShepHyken

MAY 3, 2022

Empowering Customer Support Agents with Data. It is making sure that support agents have the right data and information about the problem, the issue and resolution history, and the context of where the customer is coming from at their disposal. If you want customers to be loyal to your brand, you have to give loyalty back to them.”

Self Service 120

Self Service Loyalty Software Customer Service 120

Comm100

FEBRUARY 1, 2023

Chapter 3 Benefits of live chat in higher ed Chapter 4 Higher education live chat use cases Chapter 5 Best live chat for higher education CHAPTER 1 What is live chat for higher education? Live chat for education also allows schools to stay on top of student support and recruitment by notifying agents when someone appears to need help.

Effort Score 223

Effort Score Wait Times Video Communication 223

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline. Experience on the Frontline.

Contact Center 130

Contact Center Leadership Training Technology 130

CSM Magazine

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. As a result, agent skillsets are changing too. of interactions today.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

Seaton CX

JUNE 28, 2023

Generative AI technology, like ChatGPT, should be your next contact center investment. Improving the Agent Experience (AX) means empowering customer service agents to be successful with the right tools and training, and appreciating them for the work they do. The most exciting new technology to empower agents is Generative AI.

Contact Center 87

Contact Center Training Chatbots Technology 87

Experience Investigators by 360Connext

JUNE 13, 2023

It operates as a centralized hub responsible for developing and disseminating best practices, providing guidance, and fostering innovation in customer experience across the organization. Every Team Starts with a Change Agent I know many leaders who have titles totally outside of the customer experience world. Then another.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Comm100

JUNE 27, 2021

Imagine a customer is at the checkout of your eCommerce store. Now imagine that in the bottom right corner of the screen, there is a button they can click to immediately connect with an agent and get their question answered. As they compare their options, this is your chance to outshine your competition. Consideration

Ecommerce 130

Ecommerce Customer Journeys How To Video 130

Comm100

MAY 25, 2022

Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers. In the end, consumers will “put you on blast,” and you may find yourself staring down the barrel of a social media witch hunt if your company comes up short.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

Comm100

OCTOBER 30, 2020

You know that the best AI chatbots reduce operational costs and provide cost effective 24/7 availability. Maybe you even calculated the ROI your specific company can generate by using chatbots. We’ll cover some of the best AI chatbot technology in the field, then give you some tips on how to make your final decision.

Chatbots 147

Chatbots Technology Social Media ROI 147

ShepHyken

OCTOBER 1, 2021

He writes about what automated customer service can do for your business. This guide briefly touches upon the concept of service automation, why it is so popular, why your business needs it now, and the best ways to implement it in your business. . It helps your business to become a 24×7 service provider.

Customer Service 158

Customer Service Chatbots Knowledge Base System 158

Comm100

JANUARY 29, 2021

You know that the best AI chatbots reduce operational costs and provide cost effective 24/7 availability. Maybe you even calculated the ROI your specific company can generate by using chatbots. We’ll cover some of the best AI chatbot technology in the field, then give you some tips on how to make your final decision.

Chatbots 131

Chatbots Technology Social Media ROI 131

Uniphore

SEPTEMBER 30, 2021

But doing so now is absolutely critical, with competition for the best talent at an all-time high. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

How To 100

How To Call Center Contact Center Feedback 100

Comm100

APRIL 11, 2022

However, hiring agents to work outside of normal hours simply isn’t feasible for most schools. Are co-op opportunities available through your college?”. Compared to offering traditional support and live agent support after hours, introducing a chatbot comes at a fraction of the cost of additional agents.

Chatbots 130

Chatbots Study Wait Times Examples 130

Interactions

MARCH 27, 2023

Protecting customer PCI data is always a risk for contact centers, regardless of whether agents work in-center or remotely. However, with more agents working offsite, contact center PCI compliance becomes much harder to enforce. One of the biggest challenges lies in remote contact center agents taking credit card data over the phone.

Contact Center 62

Contact Center Policies Guidelines Culture 62

CSM Magazine

MARCH 3, 2022

A key to retaining your existing business, growing your brand, and attracting new business is keeping your customers happy. Customer service agents are a company’s most important asset to keeping customers pleased. Customer service agents are a company’s most important asset to keeping customers pleased.

Customer Service 94

Customer Service Contact Center First Call Resolution Banking 94