ShepHyken

DECEMBER 24, 2021

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?. Security Risks to Avoid in Your Call Center .

Call Center 316

Call Center outsourcing Banking Education 316

Beyond Philosophy

NOVEMBER 6, 2017

Contact centers are often the communications lifeblood of a business. It’s where clients get the opportunity to talk to a ‘real person’, whether it’s by phone, live chat or even something as simple as email, and it’s where your employees have the greatest chance to take ownership of the customer experience.

Contact Center 278

Contact Center Wait times Call Center Customer Experience 278

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. To help you in doing so, we’ve highlighted the major concerns typically encountered by call centers below. How does your call center deal with operational challenges?

Call Center 287

Call Center Accountability Technology Customer Support 287

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. Following best practices and applying hacks has proven fruitful for a lot of contact centers. At least for now!

Best practices 249

Best practices Contact Center Interactive Voice Response Call Center 249

Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Better Agent Performance.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Callminer

MARCH 30, 2020

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Make Lulls in Response Time Clear to Customers.

Best practices 207

Best practices Contact Center Call Center Interactive Voice Response 207

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. I’m concerned about training my agents and supporting them.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

CX Global Media

SEPTEMBER 21, 2018

7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. After all, if you are going to transform, your outcome must be to be more customer-centric. How to Build a Contact Center Dream Team.

Contact Center 291

Contact Center Customer centricity Coaching Call Center 291

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 410

Customer Service Chatbots Interactive Voice Response Customer Support 410

Call Center Weekly

MAY 1, 2019

Customer journeys are frictionless and fault-tolerant, because they were meticulously studied, optimized, and fortified. Contact centers played a vital role in bringing your organization to this paradise, but will they still relevant? Proactive Engagement Today's contact center mission is painfully reactive.

Contact Center 256

Contact Center Technical Support Feedback Engineering 256

Contact Center Pipeline

JANUARY 28, 2020

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].

Contact Center 275

Contact Center Customer Service Self service Chatbots 275

ShepHyken

APRIL 9, 2021

Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service. Customer Service Telephone Skills to Master. Customer Service Telephone Skills to Master.

Customer Service 369

Customer Service Scripts voip contact center solutions 369

CCNG

OCTOBER 26, 2024

Poorly managed contact center QA programs can lead to costly inefficiencies. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

CX Global Media

AUGUST 8, 2019

But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

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 optimize time.

Call Center 196

Call Center Self service Gamification Contact Center 196

CX Global Media

OCTOBER 1, 2018

Customer Service Week is an international event held the first full week in October. It’s your time to recognize and rally around the people who support and serve customers. Creating strong customer relationships and solving customer problems every day requires that you learn to perform at your best – and it helps when it’s fun.

Customer Service 50

Customer Service Coaching Call Center Contact Center 50

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. The Leadership style that drives contact center success.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

Callminer

FEBRUARY 5, 2020

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. The Importance of Metrics in Call Center Operations.

Best practices 251

Best practices Call Center Metrics Surveys 251

Callminer

SEPTEMBER 24, 2024

Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools gather data and deliver real-time insights.

Contact Center 182

Contact Center Customer Service Call Center 182

CCNG

AUGUST 28, 2024

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Callminer

MARCH 23, 2020

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. One of these methods is Call Center Service Levels. In this resource, you find: What constitutes calculating call center service levels. Formula #1.

industry standards 207

industry standards Service level Call Center Metrics 207

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. Start by creating a customer care vision and set goals.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

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. Outgoing calls

call center software 209

call center software Call Center Customer Support Scripts 209

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Implement These 5 Customer Experience Analytics to Upgrade Your Call Center by Emily Gregor.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

CCNG

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Customers have poor experiences, which negatively affects the customer's experience: The more mundane the calls, the harder it is for agents to stay focused and engaged. Autonomous contact centers.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

Contact Center Pipeline

MAY 20, 2020

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of a key product in just two months. These are just two examples of companies that generated significant ROI by changing focus and investing in their managers and staff.

Contact Center 214

Contact Center Call Center Sales Management 214

Callminer

JULY 22, 2020

For call centers, there are various ways that termination letters can be created to align with legal best practices and company needs. The two main types of termination letters call centers tend to handle are the following: Employee Termination Letters. Business Contract Termination Letter.

Call Center 182

Call Center Customer Service Best practices Coaching 182

Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Use information only the caller and agent would know.

Call Center 345

Call Center Banking Contact Center Accountability 345

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

Fonolo

JULY 29, 2021

Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. How to Foster Agent Engagement in a Hybrid Contact Center. How to Improve Contact Center Agent Performance.

Call Center 174

Call Center Average Handle Time Contact Center Analytics 174

Fonolo

OCTOBER 21, 2021

Emotional intelligence has always been a hot topic in the customer service world. Over the lockdown period, the public turned to their phone lines looking for human support, but instead found contact centers overwhelmed and in disarray, with little time to exercise the comfort and care that today’s consumers want.

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

CCNG

APRIL 19, 2023

Does your contact center jokingly reference certain teams as “Bad News Bears”? Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization. Soon, the Bad News Bears stigma will come to an end in your contact center.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Contact Center Pipeline

APRIL 15, 2020

Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers can lead to a loss of business and lost customer loyalty.

Contact Center 204

Contact Center Management Customer Service Technology 204

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. What is Voice bot?

Contact Center 193

Contact Center Interactive Voice Response Chatbots Call Center 193