Toister Performance Solutions

FEBRUARY 21, 2025

Workshop planning tool Contact LinkedIn Learning for pricing and subscription options if you don't already have access. Use the Workshop Planner to create an action plan. Start by reviewing the overall goal for the training that you identified on the Workshop Planner. How did you manage expectations with an internal customer?

Coaching 83

Coaching Best practices Feedback Customer Service 83

CSM Magazine

NOVEMBER 5, 2024

The customer experience management market is on track to grow at a 15.4% Another standout feature is case management. Finally, knowledge management in Dynamics 365 gives agents quick access to a database of resources. Adjust case management processes based on these insights to improve service where it matters most.

Customer Service 52

Customer Service Management Metrics Consulting 52

Interaction Metrics

NOVEMBER 21, 2024

” 4: Workshops: Aligning Teams for Immediate Improvements A unified team approach can immediately improve customer service. Workshops are a powerful way to align employees on best practices, hone their skills, and practice scenarios they’ll encounter. Delivering concise yet empathetic resolutions.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

TeleDirect

APRIL 7, 2025

Soft Skills Training Soft skills are vital for building customer rapport and managing conversations effectively. Product updates Policy changes Performance-based training Industry trends and best practices Best Practices for Effective Call Center Training Successful training programs are structured, engaging, and adaptable.

Call Center 62

Call Center First call resolution Best practices Gamification 62

AWS Machine Learning

JANUARY 24, 2025

Generative AI scoping framework Start by understanding where your generative AI application fits within the spectrum of managed vs. custom. To mitigate these risks, implement best practices like multi-factor authentication (MFA), rate limiting, secure session management, automatic session timeouts, and regular token rotation.

APIs 120

APIs Scripts Best practices Management 120

NobelBiz

MAY 9, 2023

We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler. This can be a powerful tool for outbound campaigns but requires careful monitoring and management to avoid abandoned calls and maintain compliance.

Best practices 98

Best practices Call Center Gamification Contact center software 98

AWS Machine Learning

OCTOBER 2, 2024

This two-part series explores best practices for building generative AI applications using Amazon Bedrock Agents. It’s also a best practice to collect any extra information that would be shared with the agent in a production system. Always address users formally, using titles (Mr., and last names.

Best practices 101

Best practices APIs Metrics Accountability 101

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? Business leaders often implement VoC best practices by incorporating Conversation Intelligence platforms into their programs.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

AWS Machine Learning

FEBRUARY 11, 2025

Large-scale data ingestion is crucial for applications such as document analysis, summarization, research, and knowledge management. By using Amazon Q Business, which simplifies the complexity of developing and managing ML infrastructure and models, the team rapidly deployed their chat solution.

Enterprise 113

Enterprise Engineering APIs Best practices 113

ShepHyken

JANUARY 14, 2024

Nine Best Practices for Turning Unhappy Customers Into Happy Ones by Rolling Stone Culture Council (Rolling Stone) The holidays can be a busy, stressful time for companies and customers alike. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council.

Customer Service 160

Customer Service Best practices Metrics Banking 160

Outsource Consultants

JANUARY 16, 2025

At Outsource Consultants, we’ve seen firsthand how implementing contact center quality assurance best practices can transform customer experiences and drive business success — from security to seasonal industries to strategic call center KPI achievement.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Master-class Level Workshop. Workshop attendees are eligible to win a LISTEN 2019 Conference Pass!

Wireless 140

Wireless Analytics Education Enterprise 140

ShepHyken

JANUARY 14, 2024

Nine Best Practices for Turning Unhappy Customers Into Happy Ones by Rolling Stone Culture Council (Rolling Stone) The holidays can be a busy, stressful time for companies and customers alike. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council.

Customer Service 153

Customer Service Best practices Metrics Banking 153

Fonolo

OCTOBER 28, 2021

It’s also great for managing expectations with both customers and colleagues. Train your agents’ soft skills with these best practices. Here are some best practices to consider when training for call center soft skills: Set an example. How can managers set strong examples of soft skills for agents?

Call Center 157

Call Center Contact Center Best practices Scripts 157

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

ShepHyken

SEPTEMBER 4, 2023

That’s why I’m excited to share this article by Charles Ryan Minton, one of the top managers in the Marriott/Bonvoy organization. 7 Tips for Building a Successful Customer Onboarding Process by Rahul Sridhar (G2) This blog will explore key strategies and best practices for building a successful customer onboarding process.

Customer Service 180

Customer Service Customer retention SaaS Best practices 180

ShepHyken

MAY 22, 2023

Loyalty Programs – A Few Best Practices by MTS Staff Writer (MarTech Series) Loyalty management encompasses more than just software or a vendor running a loyalty program. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 36

Customer Service Customer retention Best practices Customer Experience 36

AWS Machine Learning

NOVEMBER 22, 2023

First, we’ll have a few foundational sessions related to various aspects of Amazon Bedrock —a fully managed generative AI service we launched earlier this year. Builders’ sessions – These highly interactive 60-minute mini-workshops are conducted in small groups of fewer than 10 attendees. Bring your laptop and be ready to learn!

Engineering 139

Engineering Best practices APIs Government 139

ChurnZero

FEBRUARY 7, 2025

It started when I used AI to complete a success plan exercise in a training workshop. That could mean creating structured training, building a shared AI knowledge base, or even establishing a hybrid role where a CSM splits their time between managing accounts and leading AI adoption. Treat AI the same way.

Best practices 78

Best practices Accountability Personalization Management 78

CSM Magazine

NOVEMBER 25, 2024

Customer service managers may also review performance metrics to pinpoint any problems with response times or customer satisfaction levels that need improving. Designating roles based on individual strengths and expertise within the team ensures customer inquiries are managed appropriately.

Customer Service 52

Customer Service Feedback Best practices Metrics 52

Callminer

MAY 27, 2020

Encourage team managers to provide feedback about employee performance in both a formal and informal setting. By using assessments such as The Predictive Index and storing the information in an applicant tracking system, managers can anticipate the best fit for new employees.” ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ClearAction

FEBRUARY 26, 2015

DO THIS: Focus mapping workshop participants and map readers' attention on what they should do as a result of these insights. Remember that popular practice does not necessarily imply best practice. Customer Centricity Goes Beyond Customer Experience Management. Inspire Voice of the Customer Actions: 12 Ideas.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 186

Customer Service Contact Center Customer centricity Banking 186

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 133

Banking Enterprise Contact Center APIs 133

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Read on for our complete guide, where we’ll explore all the best practices. Agents (and management) should always be looking to adjust and improve their phone manner. Include workshops and group activities as much as possible!

Call Center 141

Call Center Contact Center Coaching Gamification 141

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. 2020 was indeed a unique year for vendor managers and their outsourced partners. Chat transactions. Competitive sourcing.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

AWS Machine Learning

MAY 9, 2024

They establish and enforce best practices encompassing design, development, processes, and governance operations, thereby mitigating risks and making sure robust business, technical, and governance frameworks are consistently upheld.

Government 134

Government Best practices Benchmark Metrics 134

Vistio

NOVEMBER 12, 2024

Traditional training methods—like lectures, outdated mock call practices, and overwhelming info sessions—can add to an agent’s anxiety, leaving them ill-prepared to handle real customer issues confidently.

Customer Service 52

Customer Service Average Handle Time First call resolution Contact Center 52

Fonolo

AUGUST 24, 2021

Your management team should be transparent on how agents can adopt these values and answer any questions they might have. As a manager, you’re responsible for giving your agents opportunities to come together and feel connected, while also fulfilling your call center goals. 5 Best Practices for Training Remote Call Center Agents.

Call Center 148

Call Center Morale Best practices Contact Center 148

AWS Machine Learning

MARCH 18, 2025

The produced query should be functional, efficient, and adhere to best practices in SQL query optimization. st.write("") st.write("**Get Started** by selecting the button Generate SQL Query !") Start learning with these interactive workshops. We use Anthropics Claude 3.5

Enterprise 113

Enterprise Chatbots Engineering Metrics 113

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

JustCall

MARCH 7, 2023

Read on for to know more on the same, along with pro tips and strategies to create a sales process tailored to a digital ecosystem and discover some of the best practices for hybrid work. However, there are also some challenges, such as managing different work styles and communicating across time zones.

Best practices 52

Best practices Sales Morale Personalization 52

Vistio

APRIL 30, 2025

10% formal learning: structured courses, workshops, or classroom training. Agents can practice as often as needed to reinforce learning and reduce live call anxiety. 20% Social Learning Feature: Built-in feedback tools allow managers to score, annotate, and review practice sessions with agents.

Coaching 52

Coaching Contact Center Feedback Accountability 52

JustCall

DECEMBER 10, 2020

Below are 11 call center training tips and best practices to ensure your agents can deliver a positive customer experience. Call Center Agent Training Best Practices. As managers or supervisors, you need to ensure that every new agent gets assigned with a task. Ensures skillful handling of critical issues.

Best practices 52

Best practices Call Center Sales Average Handle Time 52

AWS Machine Learning

SEPTEMBER 8, 2023

The workshop Use machine learning to automate and process documents at scale is a good starting point to learn more about customizing workflows and using the other sample workflows as a base for your own. The IDP CDK constructs and samples are a collection of components to enable definition of IDP processes on AWS and published to GitHub.

Construction 134

Construction Metrics Best practices APIs 134