BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Meanwhile, hundreds of other customer interactions may suffer. Who is coaching the coaches? Gene Caballero.

Call Center 140

Call Center call center software outsourcing Coaching 140

Ann Michaels and Associates

OCTOBER 28, 2018

Customer service training is one of the smartest investments a company can make… Ever talked to a phone representative who was anything but helpful? With proper training, companies can make sure their employees provide service with a smile—and make customers smile in return. . Customer Service as a Key Value.

Construction 61

Construction Surveys Scripts Feedback 61

Livepro

JUNE 19, 2019

Topic: ‘AI for Customer Service’. Todd Gorsuch is an industry innovator with over two decades of experience leading, managing and growing large customer service and technology outsourcers. The team also accredited with; AusContact, Victorian Contact Centre of the Year 2012, 13 & 16.

Government 75

Government Gamification outsourcing Consulting 75

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Amity

OCTOBER 31, 2016

It’s always fun for me to look back at customer reviews from those early years as all of them mention how amazingly reactive and supportive our customer support team was (and still is). In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team.

Coaching 0

Coaching Upselling Engineering Marketing 0

CSM Magazine

MARCH 28, 2023

EvaluAgent was founded in 2012, helping businesses to improve their call centre quality assurance capabilities with its award-winning AI-powered Quality Assurance and Performance Improvement platform. SmartScore launches to EvaluAgent customers in April 2023 and quality teams are encouraged to trial it for free.

Calibration 52

Calibration Average Handle Time Coaching Feedback 52

Outsource Consultants

APRIL 9, 2025

Driving Forces Behind AI Integration Several factors propel AI integration in Philippine call centers: The need to remain competitive in a global market where clients demand faster, more efficient, and personalized customer service. The integration of AI in Philippine call centers reimagines the entire customer experience.

Call Center 67

Call Center outsourcing Chatbots First call resolution 67

Anexa BPO

NOVEMBER 29, 2022

HR professionals are therefore shifting away from traditional performance management techniques, such as annual performance reviews, in favor of coaching and values-based recognition programs to engage and improve employee performance. In 2016, 60% of organizations had a recognition program in place, up from 50% in 2012.

outsourcing 52

outsourcing Coaching Analytics Personalization 52

Playvox

OCTOBER 6, 2021

Gen Z (born between 1997 and 2012) 12% of 2025 workforce As digital natives, this generation uses social platforms to connect with others and to build their personal brands and businesses. Training, tools, and coaching are elements that each contact center agent needs, regardless of generation. ENJOYING THIS ARTICLE?

Contact Center 75

Contact Center Management Surveys Coaching 75

ChurnZero

MARCH 3, 2020

Every year, tens of thousands of Marketers, Salespeople, and Customer Success pros converge in Boston for a week of learning, inspiration, and connection at INBOUND. Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Talkdesk

NOVEMBER 13, 2017

The billion dollar startup, founded in 2012, has cornered the indoor fitness market, combining cutting-edge bike technology with world-class trainers, equipment and analytics to make world-class fitness classes available at home. Check out the full video on Salesforce Live. #4: Moore, author of “Crossing the Chasm”.

Contact Center 4

Contact Center Sales Analytics Coaching 4

Balto

JUNE 23, 2022

This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention. This means that managers are spending more time preparing for less effective coaching sessions.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

FEBRUARY 6, 2023

Subscribe for weekly insights from the Conversation Excellence Lab A People Person’s Dream Job By 2026, Gartner predicts that 75% of customers will call service lines due to loneliness, not because they have a customer service issue. Involve them in your processes and thinking to increase their overall buy-in.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Comm100

OCTOBER 30, 2017

Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Best practices 66

Best practices Contact Center Management outsourcing 66

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. Do you need to introduce more 1-on-1 coaching? 2012 Allied Workforce Mobility Survey: Onboarding and Retention.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Balto

AUGUST 3, 2022

We limited respondents to those whose organizations contained sales, customer service, or collections contact centers. For example, studies show that: Customers who had a bad customer service interaction are 50% more likely to share it on social media than those who had a good experience. Our respondents were 64.7%

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Real Blue Sky

SEPTEMBER 7, 2022

To make your brand appeal to this generation, you need to understand what is important to Gen Z’ers, how they prefer to interact with brands, their customer service expectations, how they want to interact with technology, and how to gain their attention and loyalty. Gen Z’ers are defined as those born in from 1997 to 2012.

Chatbots 52

Chatbots Technology Marketing Personalization 52

Comm100

MAY 1, 2018

Born roughly from the late 1990’s or early 2000’s to 2012, early Gen Zers are often lumped in with Millennials because of the fuzzy nature of this generation’s start date. For more information on team building, check out our blog post, 20 Customer Service Training Ideas and Activities for Busy Teams. Generation Y (Millennials).

Management 56

Management Education Surveys Government 56

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartKarrot

JANUARY 20, 2022

Checkout.com was founded in 2012. Sales managers can use Refract’s AI-powered web-based sales coaching platform to pinpoint exactly what contributes to sales success. Using Vizolution’s suite of solutions, customers can display, share, exchange, complete, display, verify and sign documents just like in face-to-face interactions.

SaaS 10

SaaS Advertising B2B Transportation 10

aircall

DECEMBER 19, 2016

This year on the Aircall blog, we’ve looked at quite a few ways how to improve your business’ customer service. Now let’s take a look at and draw inspiration from the best customer service companies this year. Best customer service companies of 2016: all-star division.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Kayako

SEPTEMBER 20, 2018

This can be especially true within the field of B2B sales, where customers are more informed than ever before, have higher expectations than in the past, and where existing customers are perfectly willing to switch to one of your competitors if you fail to provide the kind of experience they demand. .

Best practices 90

Best practices B2B Sales Customer Experience 90

CrazyCall

SEPTEMBER 4, 2018

Coach to SaaS founders, Chief instigator at DanMartell.com. Dan Martell is a serial entrepreneur, a world-famous business coach for SaaS founders and an angel investor since young years. Sales Coach & Chief Connections Officer at Make It Great Institute. Must-read: Zero to IPO: Lessons From The Unlikely Story of HubSpot.

Sales 129

Sales SaaS CRM B2B 129

Nicereply

MARCH 14, 2023

The 4 Disciplines of Execution By Chris McChesney, Sean Covey, and Jim Huling Published: 2012 Length: 296 As a support manager, it’s your responsibility to build a strong team and create a fantastic customer experience. No amount of coaching, training, or quarterly feedback surveys will prevent it. Books on business acumen 3.

Management 98

Management Call Center Entertainment Metrics 98

Customer Interactions

AUGUST 7, 2014

During her 12-years at SRFECC, Julee has taken approximately 85,000 calls including 40,000 9-1-1 calls for service. Her EMD Protocol Compliance standards are a perfect 100% in Post-Dispatch Instructions and her Customer Service score a near perfect 99.98% Julee has served as a supervisor for SRFECC for the last 7 years.

Telecommunications 31

Telecommunications Construction Morale Technical Support 31