ShepHyken

JUNE 19, 2020

An “unsupervised” AI bot has led businesses to receive sudden surges in negative feedback, bad reviews, and increased churn. If teams do not focus on creating a good experience across each and every interaction, you will lead to negative feedback, bad reviews, and increased churn. Despite the hype, commercial AI is still maturing.

Customer Service 160

Customer Service Feedback Marketing Technology 160

Callminer

JANUARY 18, 2021

A 2008 report by CFI group explained that when customer service professionals are perceived to converse softly and clearly, they resolve customer issues 88% of the time. Let your operations team handle real-time management. Both of these are the responsibility of the operations team, not the workforce management team.

Best practices 226

Best practices Call Center Contact Center Scripts 226

SharpenCX

FEBRUARY 4, 2020

These are skills like time management and organization, oral and written communication skills, or the willingness to collaborate. According to a study in the International Journal of Management & Business Studies , managers spend 70 to 90% of their time each day simply communicating with their team and others at work.

Call Center 84

Call Center Management Coaching Contact Center 84

Nicereply

DECEMBER 3, 2019

In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Time management – Customer service agents face constant pressure: Do you give the customer you’re with more time or do you wrap things up to help other customers? Remember, this is only temporary.

Customer Service 74

Customer Service Metrics Customer Support Construction 74