ShepHyken

OCTOBER 8, 2018

My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience. The post 5 Top Customer Service Articles for the Week of October 8, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 226

Customer Service Customer retention Call Center Metrics 226

CX Global Media

DECEMBER 28, 2017

Coaching is the #1 agent experience focus for 2018. At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. I am thrilled to see the importance of people development being a lead focus for 2018. Contact Center Executive Priorities for 2018 – Click to Tweet. Please Share.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). It’s is a hilarious sketch about customer support/call centers. The post 5 Top Customer Service Articles For the Week of May 14, 2018 appeared first on Shep Hyken.

Customer Service 192

Customer Service Call Center Customer Experience Customer Support 192

Contact Center Pipeline

MAY 8, 2018

I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?” The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible […].

Call Center 124

Call Center Contact Center Customer Service Management 124

Hodusoft

APRIL 21, 2025

We can expect it to gain even more ground as call centers based around WebRTC become more popular. With WebRTC and cloud-hosted contact center solutions, you can simply use your smartphones and you need not even have a regular office to start with. IVRs , standing in the front line, can attend to most customers.

Contact center software 98

Contact center software Contact Center Customer Service contact center solutions 98

Avoxi

SEPTEMBER 23, 2018

What is Call Center SIP Trunking Call center SIP trunking refers to a method of delivering voice and data communications used by virtual contact centers. SIP call centers are rapidly replacing traditional PRI solutions by improving functionality and reducing costs for contact centers around the world.

Call Center 75

Call Center Contact Center 75

CX Global Media

MAY 24, 2018

Adriana Thompson – Contact Center Supervisor of the Year 2018. Adriana Thompson was confronted with a challenge that so many frontline leaders in contact centers face. 59% of frontline supervisors in contact centers were formerly agents (Source: ICMI). The Call Center Supervisor Success Path.

Contact Center 257

Contact Center industry standards Morale Call Center 257

Contact Center Pipeline

JANUARY 9, 2018

In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala, my colleague Matthew Storm went on stage to accept the award and gave the following statement: “The era of clunky call recording, bad coaching and crappy scheduling is over.”

Coaching 160

Coaching Call Center Analytics Contact Center 160

Contact Center Pipeline

AUGUST 15, 2018

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. Over the intervening years, the prevailing standards of service excellence have continued to rise.

Contact Center 124

Contact Center Surveys Technology Call Center 124

Fonolo

JUNE 7, 2018

We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk. He was leading their collaboration business (which includes call center). NICE made a major move in the call center space in 2016 by buying InContact. Trollope left to become Five9’s CEO.).

Call Center 79

Call Center Analytics APIs SaaS 79

Contact Center Pipeline

DECEMBER 19, 2017

Joy to the World” isn’t exactly an idiom, but it will do to frame my year-end message of JOY and extend my wishes for the contact center world. For the holiday and beyond, I have 10 wishes for contact center professionals […]. Happy Holidays! I am taking some idiom liberties in this last month of 2017.

Contact Center 199

Contact Center Call Center 199

Beyond Philosophy

APRIL 4, 2019

How do your call center employees deliver on a brand value of “red?” In simpler terms, when Bert Scroggins phones into the call center to complain, your philosophy should inspire that interaction with some practical application in the Customer Experience. For example, I was chatting with a mobile phone company.

Call Center 326

Call Center Consulting Consulting Benchmark 326

CX Global Media

DECEMBER 4, 2018

Outside Forces on Contact Centers. In 2018, for the first time in US history, the number of unfilled positions in the United States economy was greater than the number of unemployed individuals seeking employment. It’s very unlikely those that are unemployed are skilled to fill contact center agent positions.

Contact Center 240

Contact Center Coaching Education Call Center 240

Fonolo

DECEMBER 11, 2018

For 2018, Verizon has been named the worst company to call, based on hold-time complaints from callers. While the airline has dropped out of the number one spot in 2018, it still takes a prominent third spot on the annual list as a hold-time offender. The complete top-10 list of reported offenders is: Verizon. Virgin Media.

Airlines 100

Airlines Telecommunications Wireless Gamification 100

Contact Center Pipeline

JANUARY 4, 2018

I wish you the very best of health and contentment in 2018! Please be sure to check out the results from our Contact Center Challenges & Priorities for 2018 survey. Welcome to the January issue! May you and your loved ones be blessed.

Contact Center 0

Contact Center Surveys Call Center 0

Contact Center Pipeline

DECEMBER 28, 2018

It’s hard to believe that 2018 is already drawing to a close! The following were our 10 most-read posts in 2018. At year-end, it’s always interesting to pause and take a look back to see which topics piqued the interest of Pipeline blog readers. If you can take a moment during this hectic season, be […].

Contact Center 100

Contact Center Call Center 100

Contact Center Pipeline

SEPTEMBER 5, 2017

Many of you reading this are likely in the throes of it right now: the annual budgeting process. You are being pressured to “do more with less,” and you will be held accountable for everything you agree to during this period (and yes, even some things that you never agreed to). It’s a hectic period, […].

Accountability 340

Accountability Interactive Voice Response Contact Center Call Center 340

Fonolo

APRIL 26, 2018

I read countless articles on how to reduce stress in the call center and often wonder, “why is the contact center environment so traumatic?” The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible service.

Call Center 83

Call Center Average Handle Time Contact Center Surveys 83

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Contact Center Pipeline

DECEMBER 26, 2018

If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Advances in technology continue to accelerate an exponential rate. Read on to find out!

Contact Center 113

Contact Center Technology B2C B2B 113

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Whether it is a small grocer offering a choice of self service or full service or a large call center offering alternatives of hold or call back, placing the power of choice in the hands of the consumer is critical to winning customer loyalty.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Forrester, 2018) Over 80% of organizations expect to compete mainly based on CX, meaning that the skill of realizing benefits will be in high demand. Here are over 100 customer experience stats and trends for you to discover.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Taylor Reach Group

MAY 11, 2018

Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. These Call Centers can exist in a company’s divisions or operating companies. The term today is ubiquitous.

Call Center 104

Call Center Interactive Voice Response Real estate Contact Center 104

Fonolo

JULY 25, 2018

Attention all call center managers: It’s time to talk about you. Picture it: You are the fearless leader of a call center team in 2018. And like any good puzzle, managing a call center has a unique set of ever-evolving challenges, attrition being high on the list. But where do I start?

Gamification 83

Gamification Call Center Management Education 83

TechSee

APRIL 17, 2022

. “Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. ” The Modern Call Center Customer Journey. However, the concept of warm transfers has grown well beyond an agent-to-agent escalation in a call center context. . Have a great day!”

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

Fonolo

NOVEMBER 29, 2017

Ultimately, every call center needs to make decisions from the perspective of their customers. Here are trends for 2018 that are sure to shake up the industry. Companies have come to realize that the customer experience has a direct effect on loyalty and, accordingly, the trend is expected to continue in and beyond 2018.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Contact Center Pipeline

DECEMBER 27, 2018

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any contact center. What was on the minds of contact center WFMers in 2018? Our five most-read WFM blog posts are below. Weaknesses of an WFMerInterviewer: What are your greatest strengths?Answer:

Management 100

Management Contact Center Call Center 100

Fonolo

JUNE 26, 2018

The idea of the call center as a cloud-based service has switched from being impractical, to now almost inevitable. If you listen to the vendors of cloud call centers, and the general chatter in the industry, you might get the feeling that everyone has switched to cloud, except for a few laggards. How Far Along Are We?

Call Center 81

Call Center Enterprise Contact Center Technology 81

Contact Center Pipeline

SEPTEMBER 5, 2018

What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and vacations. The start of school. It feels like this time of year is when we get serious again… about learning, work and finishing up our year’s initiatives as we move towards […].

Contact Center 69

Contact Center Call Center 69

aircall

APRIL 10, 2018

The post Aircall’s 2018 Customer Support Strategy Survey (Full Report) appeared first on Customer Experience & Cloud Call Center | Aircall Blog. Key topics include: Strategic objectives & obstacles. Top tracked metrics. Most used channels. Employee development plans.

Surveys 84

Surveys Customer Support Call Center Metrics 84

VocalCom

JANUARY 15, 2018

While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve. The post Top 7 Customer Engagement Trends in 2018 appeared first on Vocalcom Blog.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

Serenova

AUGUST 11, 2020

To adequately address these questions, businesses need to employ teams of customer service employees that can answer the call and deliver the optimal experience every time, no matter the nature of the request. How important are call center agents on brand perception, you ask? What is a Call Center Agent?

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Outsource Consultants

MARCH 9, 2018

In today’s competitive business environment, many companies are realizing the benefits and cost efficiencies of outsourcing some or all of their call center activities to a third-party partner that specializes in professional, inbound, outbound, and BPO services. Top 10 Checklist for Selecting an Outsource Call Center Partner.

outsourcing 98

outsourcing Call Center Interactive Voice Response Consulting 98

Fonolo

MAY 10, 2018

In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content. It’s happening: We’re collectively witnessing a “Frankenstein moment” on social media, and within the Internet in general.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

The Center for Client Retention

NOVEMBER 28, 2017

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. Dig more deeply into these 2018 trends and find creative ways to leverage the most relevant ones. Some exceptional firms are going all-out and competition dictates others will either catch up or fade away.

Customer Experience 85

Customer Experience Entertainment Technology Banking 85

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience. The struggle is very, very real.

Contact Center 80

Contact Center Gamification Call Center Self service 80

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88