ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article is about taking care of employees so they will take better care of your customers. Read the article and find out.

Customer Service 57

Customer Service B2B Customer retention CRM 57

CX Global Media

OCTOBER 10, 2018

There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. The best practices for selecting frontline leaders.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

ShepHyken

JANUARY 22, 2021

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. The landscape of contact centers has shifted to the WFH (work-from-home) model overnight, bringing in many challenges and opportunities.

Best practices 236

Best practices Call Center Average Handle Time virtual call center 236

ShepHyken

AUGUST 6, 2021

This week we feature an article by Charlotte Blackmore, an SEO Executive and content creator based in Essex. She writes about how using an outsourced call center can be a successful strategy for keeping customers happy. So, you can explore all the ways in which an outsource call center works and why you should consider it. .

outsourcing 225

outsourcing Call Center Sales Customer Care 225

CX Global Media

NOVEMBER 13, 2018

And leading contact centers are modernizing their learning to keep pace. Get ready, because the modern call center school for supervisor skill development is much different than the old-school ways. And the more broader community perspective meets the needs of today’s worker – it’s the modern call center school approach.

Call Center 278

Call Center Contact Center Coaching Employee engagement 278

Callminer

MARCH 25, 2025

AI has revolutionized the way businesses operate, and call centers are no exception. This article explores AI automation in the call center, including key trends to watch in 2025 and beyond.

Call Center 182

Call Center 182

Callminer

FEBRUARY 24, 2020

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. Read on for actionable tips and advice.

Best practices 207

Best practices Call Center voip Morale 207

ShepHyken

JANUARY 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If you haven’t explored the subscription model for your business, this article will give you a good introduction.

Customer Service 262

Customer Service Chatbots Contact Center Call Center 262

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. But don’t make the mistake of thinking that customer service is solely the domain of people in call centers answering complaints and questions.

Customer Service 241

Customer Service Technology Marketing Contact Center 241

Global Response

MARCH 24, 2025

As consumers demand more timely and personalized service across channels, you want to ensure your call center agents are empowered with relevant information and the right technology to meet these demands. A call center knowledge management system is a centralized repository of critical information.

Call Center 62

Call Center Management Abandon rate outsourcing 62

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

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article takes on the same topic and recognizes the main reason some of the greatest brands of today may not be around in the near future.

Customer Service 209

Customer Service Benchmark Call Center Advertising 209

Callminer

MARCH 11, 2020

Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure.

Call Center 182

Call Center 182

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website.

Customer Service 215

Customer Service B2B B2C Call Center 215

CCNG

OCTOBER 26, 2024

Poorly managed contact center QA programs can lead to costly inefficiencies. This third article in our series reveals how robust quality assurance practices can support efficiency, engagement and profitability. This inconsistency frustrates customers and drives up operational costs due to wasted resources.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

OctopusTech

JANUARY 20, 2025

For call centers, it means ensuring that the agents are meeting certain standards and providing a great experience to the customers. In this article, we explain what is call center quality assurance and what it can mean to your business. What is Call Center Quality Assurance?

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. The article shares the top 30 retailers.

Customer Service 206

Customer Service Call Center Customer Experience Customer Support 206

ShepHyken

AUGUST 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article shares the concerns you should consider when putting technology between your customer and a live support agent.

Customer Service 213

Customer Service Customer centricity Chatbots Self service 213

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 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.

Customer Service 224

Customer Service Customer retention Call Center Metrics 224

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Call routing . Outgoing calls .

call center software 206

call center software Call Center Customer Support Scripts 206

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with a robust article that takes us back to the basics, journey mapping the customer experience.

Journey mapping 186

Journey mapping Customer Service Entertainment Call Center 186

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI.

Customer Service 206

Customer Service Call Center Call center experience Chatbots 206

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. The best call centers aren’t just pumping out calls from a call sheet with a desk phone.

Call Center 192

Call Center Scripts Contact Center Advertising 192

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. Call centers depend on quality training programs more than most other businesses because representatives have the potential to directly influence consumer perceptions through their own performance on the job.

Best practices 182

Best practices Call Center Construction Feedback 182

Global Response

DECEMBER 9, 2024

In this article, well discuss how to identify busy seasons and share how seasonal call center outsourcing can ease the load for your employees and customers. In-house call centers often need help keeping up with customer demand during busy seasons. If this is the case for your business, dont panic.

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Google’s robot assistant now makes eerily lifelike phone calls for you by Olivia Solon. The rest of the story is in this article.

Customer Service 192

Customer Service Call Center Customer Experience Customer Support 192

ShepHyken

NOVEMBER 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. A 5-Step Plan to Change the Stereotype That Customer Service in Call Centers Has to be Terrible by Ellen Christenberry.

Customer Service 173

Customer Service B2C Call Center Government 173

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article has a few other ideas worth considering. This article makes the case that winning your customers back is also less expensive.

Customer Service 191

Customer Service Coaching Marketing Call Center 191

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. You may find some answers in this article. The post 5 Top Customer Service Articles of the Week 11-15-2021 appeared first on Shep Hyken.

Customer Service 191

Customer Service Metrics Call Center Customer Experience 191

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. Keeping up with Incoming Calls. Monitoring Attendance and Leave.

Best practices 182

Best practices Call Center Analytics Metrics 182

ShepHyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. It’s a win-win.

Customer Service 36

Customer Service Contact Center Self service Consulting 36

ShepHyken

JUNE 12, 2020

This week we feature an article by Chloe Sesta Jacobs , Head of People & Culture at Deputy. She provides crisis management strategies for call center employees during challenging times such as COVID-19. So what exactly are your call center staff most likely to want to know during times of crisis?

Call Center 182

Call Center Scripts Chatbots Management 182

Fonolo

JANUARY 21, 2021

Ready to level up your call center team this year? TIP: Common KPIs for contact center agents can include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction score (CSat). Check out this article for more info. Don’t fret — these eight simple methods are all you need. Set your KPIs.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Customer Service 183

Customer Service Gamification Customer Support Customer centricity 183