Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? Most organizations focus on transactional details of the Experience, for example, hold times at the call center. to a high of 76.8

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

ShepHyken

JANUARY 29, 2021

This week we feature an article from babelforce, a global cloud communications platform. They provide some tips and tricks to set your business up for success in the contact center. Following best practices and applying hacks has proven fruitful for a lot of contact centers. Follow up on your calls.

Best practices 249

Best practices Contact Center Interactive Voice Response Call Center 249

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 78% of participants believed that improving customer service came a close second. In this article, we’ll look at ways to support your customers through the customer support channels most important to them.

Chief Customer Officer 294

Chief Customer Officer Call Center Consulting Consulting 294

Beyond Philosophy

MAY 19, 2015

In many ways Customer Experience is like an iceberg. However, as anyone can tell you who has worked on improving Customer Experience, it’s the hidden part of it, the emotional and subconscious parts of the experience, what we often refer to as the irrational experience that needs a specific focus. New parents buy lots of merchandise!

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. Customers want their issues resolved on the first call, without needing to make multiple follow-ups.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Steve DiGioia

MAY 17, 2021

T hank – At the beginning, at the end, in the middle; it doesn’t matter, thank the customer for calling and complaining. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

TechSee

DECEMBER 11, 2024

Prediction 1: Generative AI Will Redefine Service Forecast : Generative AI was poised to revolutionize customer interactions by enabling hyper-personalized, context-aware communication. Many businesses embraced omnichannel solutions, with journey orchestration tools improving engagement and reducing friction across touchpoints across 2024.

Self service 109

Self service Enterprise Finance Healthcare 109

Callminer

APRIL 20, 2020

Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. Read on to learn how BPO works. How Business Process Outsourcing Works.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Key Strategies to Reduce Call Center Wait Times 1.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Agent Management Tips for International Call Centres.

Best practices 226

Best practices Call Center Contact Center Scripts 226

AWS Machine Learning

NOVEMBER 21, 2024

Although we use a call center’s transcript summarization as our primary example, the methods we discuss are broadly applicable to a variety of batch inference use cases where ethical considerations and data protection are a top priority.

APIs 104

APIs Call Center Engineering Personalization 104

Beyond Philosophy

OCTOBER 13, 2022

Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse. We needed a better way to communicate.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

Outsource Consultants

MARCH 18, 2025

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At the same time, rapid advances in AI are transforming how contact centers operate, enabling smarter automation and data-driven insights.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

TeleDirect

MARCH 14, 2025

5 Strategies for Working with Customers in Different Time Zones Strategies for Working with Customers in Different Time Zones is essential for businesses operating on a global scale. Cultural differences impacting communication styles. Benefits of a 24/7 Call Center: Immediate response to customer inquiries without long wait times.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

Global Response

OCTOBER 15, 2024

min Intro What comes to mind when you think of the best forms of customer communication? Traditional advertising, digital display ads, email, social media or phone calls? The truth is the best form of customer communication isn’t tied to one specific channel. Read Time: 18.5 Key Takeaways Why?

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

AWS Machine Learning

OCTOBER 29, 2024

The traditional way to make sure information and actions aren’t forgotten is to take notes during the session; a manual and tedious process that can be error-prone, particularly in a high-activity or high-pressure scenario. All of this data is centralized and can be used to improve metrics in scenarios such as sales or call centers.

Engineering 103

Engineering APIs Sales Enterprise 103

TeleDirect

JANUARY 4, 2025

Business Continuity During Crises with Call Centers In a world filled with uncertainty, businesses must prepare for unexpected disruptions. One critical component in achieving this continuity is leveraging call centers. Call centers play a pivotal role in keeping businesses operational during crises.

Call Center 62

Call Center Multichannel outsourcing Abandon rate 62

CX Accelerator

APRIL 1, 2022

I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. I can remember it well. I desperately wanted to restore the customer’s hope and trust in our service and to keep them from canceling — if at all possible.

Government 266

Government Contact Center Personalization Customer Service 266

TeleDirect

FEBRUARY 3, 2025

10 Tips for Delivering Exceptional Customer Service in Call Centers Providing high-quality customer service is the foundation of a successful call center. 10 Tips for Delivering Exceptional Customer Service in Call Centers will help agents improve interactions, boost customer satisfaction, and enhance brand loyalty.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Callminer

AUGUST 23, 2018

As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call. To get a well-rounded view of customers, contact centers need to collect and analyze data from every channel. Actionable analytics is key.

Metrics 205

Metrics Contact Center Analytics Marketing 205

TeleDirect

MARCH 14, 2025

Call Center Best Practices for Superior CX Call Center Best Practices for Superior CX is essential for businesses aiming to enhance customer experience (CX) and build lasting relationships. A well-structured call center operation ensures seamless communication, efficient problem resolution, and customer satisfaction.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

ShepHyken

AUGUST 16, 2021

But don’t make the mistake of thinking that customer service is solely the domain of people in call centers answering complaints and questions. Built In Austin) Companies that scale too quickly are prone to losing one-to-one customer communication. 16 Great Customer Service Tips and Examples by Tom Coombe. I love the GIF’s!

Customer Service 245

Customer Service Technology Marketing Contact Center 245

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs. Leverage Data – Big data can be powerful if managed effectively.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

ShepHyken

NOVEMBER 16, 2020

3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. Not that we should stop innovating our offerings, but the way we deliver them, which is the experience, is now the priority. CustomerThink) This blog sheds light on the 20 essential customer service skills and how you can improve them.

Customer Service 176

Customer Service B2C Call Center Government 176

TeleDirect

DECEMBER 20, 2024

Todays customers value: Personalization : They expect tailored recommendations, communications, and solutions. Gone are the days when price and product alone determined a company’s success. Modern customers prioritize seamless interactions, personalized services, and emotional connections with brands. What is Customer Experience?

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Agents are at the heart of any call center, considering they’re on the front lines of customer interaction.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

OctopusTech

FEBRUARY 21, 2025

A call center for lawyers can be beneficial in so many ways, from converting prospects to customers to offering personalized services. However, automating this process with power dialers ensures client calls are forwarded on time. Here are the 15 key features that you should look for: 1.

Call Center 62

Call Center Interactive Voice Response virtual call center Coaching 62

Beyond Philosophy

JANUARY 5, 2023

However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. It turns out that a customer strategy that puts the customer at the center of everything you do requires letting your employees get comfortable outside the hutch. Communicate.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. .

Metrics 312

Metrics Finance Surveys Consulting 312

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Techniques to reduce call volume.

Call Center 196

Call Center Self service Gamification Contact Center 196

CCNG

MAY 4, 2022

The life of a contact center agent isn’t easy. Given this information, what can contact centers do to help reduce agent churn and keep agents employed? Because of this, more contact centers are implementing shift bidding solutions to provide agents with input around when they work. And, according to Forbes via the U.S.

Agent burnout 195

Agent burnout Contact Center Call Center Personalization 195

CSM Magazine

MARCH 20, 2025

A call center can help you achieve all three. A well-established call center ensures efficient communication with customers, creates satisfaction through quick issue resolution, and boosts overall productivity. Ready to make your call center amazing? Follow these steps for success.

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52