Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

CX Global Media

SEPTEMBER 17, 2018

Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. Many, if not all of these 7 elements can be found in contact centers where empathy is part of the customer experience. High-performing contact centers avoid this pitfall.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

SharpenCX

DECEMBER 23, 2019

The American Express 2017 Customer Barometer Survey found that 62% of customers said a representative’s knowledge or resourcefulness was key to their positive service experience. Coach and train them in-line and on-time, right after their interactions. The same goes for interactions with your agents.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Customer Service Life

MARCH 24, 2018

Looking back over the past year of working in contact centers, it’s a daunting task to recall the lessons I’ve learned for a few reasons. So what did I do to come up with three lessons for 2017? Coaching does. Several years ago, as a customer center leader, I sort of gave up on my QA process. Coaching is important.

Coaching 60

Coaching Contact Center Chatbots SaaS 60

HGS

SEPTEMBER 12, 2017

7, 2017, Equifax reported that a cyberattack had allowed hackers to access sensitive information for 143 million Americans, including Social Security and driver’s license numbers, birth dates, and addresses. Understand why your customers are calling: Contact center advisors often have to be part support person, part psychologist.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Anne Janzer , Cuesta Park Consulting, Author, Writer, Writing Coach, @AnneJanzer, LinkedIn. Andy Mowat , Box, Sr. Looking for the Top 25 list?

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

SharpenCX

FEBRUARY 26, 2020

Download Now: See what Frost & Sullivan say are the most important trends shaping the contact center market. If the time comes for your company to pivot, do you know how to manage your contact center through an acquisition? Clearly explain changes and their intended impact on your contact center and customers.

Contact Center 84

Contact Center Management Coaching Contact center software 84

Aspect

DECEMBER 22, 2017

As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. Let’s break it down: Prevent Call Center Agents Fatigue using WFM. Perhaps in the contact center. How Much Can a Chatbot Save Your Contact Center. Is My Company Killing Me?

Chatbots 48

Chatbots Coaching Contact Center Self service 48

Taylor Reach Group

DECEMBER 7, 2018

A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. ” Vodafone sought to utilize the power of video to alleviate the burden on its contact centers, which were fielding a staggering 5.2

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Talkdesk

NOVEMBER 13, 2017

San Francisco had a busy week at Dreamforce 2017 last week. Talkdesk had a great time showing off our intelligent contact center technology and sharing ideas for the future of the industry. Matt Heiss, Peloton’s Director of Sales Operations, filled the room at Talkdesk’s kickoff Dreamforce 2017 session.

Contact Center 4

Contact Center Sales Analytics Coaching 4

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Here are five suggestions to improve your contact center technology in 2018. Fortunately, you can still capitalize on customer data with emergent contact center solutions to enable you to deliver targeted and personal experiences effectively.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Fortunately, you can still capitalize on customer data with emergent contact center solutions to enable you to deliver targeted and personal experiences effectively. Take advantage of agent coaching and eLearning to prepare your agents.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Contact Center workload management.

Technology 122

Technology Customer Service Gamification Contact Center 122

Balto

JULY 21, 2022

Louis, MO — Balto, the #1 real-time guidance platform for contact centers with over 140 million guided conversations worldwide, announced today that its flagship product, Real-Time Guidance , is now available in Spanish — making it first in the market to offer conversation excellence at scale to U.S. Founded in 2017 and based in St.

Contact Center 52

Contact Center Bilingual agents Coaching Sales 52

Balto

NOVEMBER 22, 2022

When it comes to agent experience, contact centers have made significant strides in recent years. Attrition rates for contact center agents generally hover around 30–45% , and they reached as high as 100% during the COVID-19 pandemic. Why 1-on-1 Onboarding Is Critical for Contact Centers. Be Consistent.

Contact Center 52

Contact Center Coaching Call flow Best practices 52

Balto

JUNE 28, 2022

Louis, MO — Balto’s Conversation Excellence Lab has released a new report challenging the role of call scripts in the contact center. The report, “ The Case for the Anti-Script: A Multifactor Analysis of Script Adherence ,” is based on survey responses from 567 contact center agents across the United States.

Scripts 52

Scripts Contact Center Coaching Surveys 52

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. 2017-11-22T14:53:16+00:00. 2017-11-22T14:39:22+00:00. 2017-09-25T14:57:12+00:00. 2017-09-28T14:14:01+00:00.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Eptica

JANUARY 6, 2023

Depuis sa première version en 2017, Microsoft Teams a permis aux entreprises de réussir le passage du travail sur site au travail à distance. Centre de contact numérique Microsoft La deuxième option de Microsoft est le Digital Contact Center. Publié le: 06 Janvier 2023.

APIs 117

APIs Coaching Contact Center Marketing 117

Callminer

APRIL 23, 2019

According to one Verizon study from 2017, 4 out of 5 businesses are not payment compliant. Ensure that you are operating under the correct understanding of PCI compliance for your contact center. Any of these actions can be detrimental to businesses with non-compliance issues. The average cost of a data breach is $3.62

Best practices 159

Best practices Call Center Banking Contact Center 159

Customer Service Life

DECEMBER 15, 2017

This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted with an outsourcer a half dozen years ago. Click here for the original. What’s next?

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

Balto

JULY 26, 2022

Louis, MO — Balto, the #1 real-time guidance platform for contact centers, has launched the Balto Real-Time Index , a new tool that collates trends, insights, and in-depth analysis for contact centers. “Balto has a goldmine of conversation data that we’re opening up to the entire contact center industry. .

Contact Center 52

Contact Center Real estate Healthcare Scripts 52

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Avaya

JUNE 28, 2017

There is no doubt that contact center leaders are feeling the pressure to have their centers and their agents perform more efficiently, faster and with more incite. Many contact center decision makers are realizing that just upgrading technology will not suffice in this transformational era. What does this mean?

Contact Center 49

Contact Center Coaching Call Center Enterprise 49

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 58

Contact Center Customer centricity Journey mapping Benchmark 58

Amplifai Coaching Category

JANUARY 12, 2021

Deloitte's 2017 Global Call Center Survey released mid-May polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years.

Call Center 40

Call Center Surveys Contact Center Technology 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Customer experience is the sum of every interaction with a brand.

Technology 41

Technology Chatbots Sales Healthcare 41

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk brought together three cutting-edge technology companies to discuss the top technology trends in service and inside sales.

Technology 41

Technology Chatbots Sales Healthcare 41

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. LinkedIn ’s Emerging Job Reports from 2017 , 2018 , and 2020 , said people with strong soft skills will only have a leg up at work as automation increases. I’m sure things don’t always go as planned in your contact center.

Call Center 84

Call Center Management Coaching Contact Center 84

Serenova

NOVEMBER 19, 2019

This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. With this acquisition, Serenova is once again redefining the evolution of the contact center market to help our customers keep pace with consumers’ growing expectations.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Balto

JULY 13, 2022

The award recognizes the best of the best among the next generation of contact center leaders relentlessly committed to improving the end-to-end customer experience. Only six years ago, I was a complete outsider to the contact center space. Founded in 2017 and based in St.

Contact Center 52

Contact Center Coaching Sales Marketing 52

Taylor Reach Group

AUGUST 29, 2017

In the contact center, gamification is about agent engagement and the use of game mechanics, recognition and intrinsic and extrinsic rewards to drive and sustain desired behaviors. Make career pathing a critical part of regular coaching meetings with front-line associates. Leaders are Trained, Not Born. And it’s fun.

Gamification 99

Gamification Contact Center Coaching Employee engagement 99