Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Leverage Self-Service.

Contact Center 207

Contact Center Call Center Interactive Voice Response Multichannel 207

Callminer

MARCH 12, 2020

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Regulations That Impact Call Centers. Requests for Privacy Protection.

Call Center 182

Call Center Analytics Best practices Government 182

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self service 402

Self service Best practices Customer Experience Call Center 402

Callminer

FEBRUARY 10, 2020

The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules.

Call Center 182

Call Center Coaching Morale Analytics 182

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

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

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

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Allan Borch.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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

Fonolo

MAY 24, 2018

If you run a call center, change is familiar. Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. This information is also useful for call center agent training and assessment.

Call Center 87

Call Center Benchmark Metrics Analytics 87

CX Global Media

AUGUST 8, 2019

You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. Here is an edited transcript of my interview with Anthony: Jim Rembach : Hey, this is Jim with Call Center Coach and the Fast Leader Show. And so, we actually monitor the call as it’s happening.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

Fonolo

NOVEMBER 29, 2017

This coming year, several key trends are poised to make a significant impact on contact centers around the globe. Ultimately, every call center needs to make decisions from the perspective of their customers. A Focus on Customer Experience Strategies. 9 Critical Contact Center Trends for 2018.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

VocalCom

JUNE 16, 2020

The post [White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Multichannel Call Center Customer Service 62

Callminer

APRIL 20, 2020

Calling upon other organizations for assistance in handling specific functions within your own company, such as call center operations , can prove incredibly useful if done correctly. The same goes for you; visiting your outsourcing service provider can give you perspective you might miss from afar.”

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

Fonolo

JANUARY 20, 2020

Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. As always, the customer service space reads like a riveting novel, full of conflict, drama, beauty, disappointment, hope, taxes, unanswered phonecalls, and robots. New in Contact Centers.

Customer Service 117

Customer Service Contact Center Call Center Healthcare 117

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Going forward, what will these trends be?

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat.

Call Center 126

Call Center Management Contact Center Coaching 126

Fonolo

JUNE 14, 2018

Whether your gaze is firmly fixed on customer service or the overarching customer journey, timeliness combined with efficiency is one of the most important, universal, and constant pieces of a good client experience. The critical aspect to any ‘race to the top’ is speed. Your business depends on it.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Talkdesk

JULY 20, 2020

When business as usual was disrupted in the customer service sector due to COVID-19, IT leaders turned to their business continuity plans to keep operations running. Enterprises must consider the implications of a full-time transition from a physical to a virtual contact center.

virtual call center 93

virtual call center Call Center call center software Contact Center 93

Fonolo

MARCH 6, 2020

The ones that develop social media departments undoubtedly grow revenue and can save money on other outdated systems and the use of call centers. It also helps to improve customer satisfaction levels. Handpicked related for you: The Golden Rules of Contact Center SLAs. Making your contact center omnichannel ready.

Customer Service 122

Customer Service Call Center Contact Center Accountability 122

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Give me an example of a time you couldn’t solve a customer’s problem.

Management 207

Management Customer Service Consulting Consulting 207

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

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.

Call Center 81

Call Center Enterprise Contact Center Technology 81

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

Fonolo

FEBRUARY 15, 2018

Here are five things you can do to take your contact center to customer relationship center. Go beyond the standard call center metrics! Find where your customer live and expose your brand to those channels. Remember, better customer relationships start at the call center.

Call Center 75

Call Center Contact Center Big data Coaching 75

Fonolo

JUNE 5, 2018

Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! Which Metrics Are Most Useful or Popular in the Call Center Today?

Metrics 79

Metrics Call Center Average Handle Time Self service 79

Fonolo

MARCH 22, 2018

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Customers’ Trust a Person’s Voice Over Text. Positive Phone Calls Make People Feel Good.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Give me an example of a time you couldn’t solve a customer’s problem.

Management 182

Management Customer Service Consulting Consulting 182

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. Businesses are getting the message, pun intended, and are starting to engage and serve customers through this channel.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. In customer service, it helps the computer see the problem, as a true virtual technician.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Fonolo

DECEMBER 5, 2017

Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. How Can Call Centers Prepare for Unexpected Volume Spikes?

Customer Service 75

Customer Service Management Call Center Morale 75

Fonolo

JULY 19, 2018

The headlines were cranked up to eleven: “Google’s Duplex AI could kill the call center.”. Google Is Reportedly Looking to Take Over Call Centers.”. As usual, the press misunderstands the role of the call center, and the forces that might make it grow or sink. — Quartz. — Gizmodo.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

Fonolo

APRIL 11, 2018

This phenomena is especially exacerbated when it comes to a negative experience with customer service. The truth is that a negative customer service experience can spread like wildfire through social media, causing some serious damage to consumer trust and brand perception.

Telecommunications 105

Telecommunications Call Center Contact Center Customer Service 105

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

FEBRUARY 11, 2020

A major problem with ‘AI’ in the call center today, and how smart AI providers can position for success. The truth about call center outsourcing and why most people are wrong about it, and. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98