ShepHyken

FEBRUARY 24, 2017

Whether it’s negative news of a natural disaster, a C-level scandal, a product recall, or a workplace tragedy, or a positive event like a product innovation, an upbeat earnings report, or an IPO, your contact center must be prepared for when there are dramatic increases in interactions across all communication channels.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

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

Fonolo

SEPTEMBER 7, 2021

This is often the first stage in a customer service journey, so making your welcome greeting and routing accessible and intuitive is a key aspect to your call center functionality. With all that said, writing a strong call center IVR script doesn’t need to feel like a mountainous task. What is Call Routing in a Contact Center?

Interactive Voice Response 158

Interactive Voice Response Scripts Call Center Abandon rate 158

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. The post 4 Ways To Use Call Recordings for Better Contact Center Performance appeared first on CallMiner. Ensuring compliance.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

CCNG

JUNE 7, 2023

CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contact centers. ChatGPT has captured the attention of everyone by smashing record adoption rates globally.

Contact Center 195

Contact Center CCNG APIs Scripts 195

CX Global Media

FEBRUARY 8, 2018

Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome. I can spot a script a mile away.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

Contact Center Pipeline

FEBRUARY 11, 2020

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service agents. Here is why: You can prompt them to ask the right questions on every call. They can capture all the required data fields online in the right format with data […].

Scripts 173

Scripts Call Center Sales Customer Service 173

CCNG

AUGUST 23, 2023

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. In this #JMPsBlog , we will explore the incredible potential of data analytics in contact centers, along with considerations and watchouts that organizations must keep in mind.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

Vistio

JANUARY 27, 2025

In contact centers, scripts have long been a cornerstone of customer interactions. But as customer demands grow more complex and situations become less predictable, relying solely on scripts can hinder an agents ability to deliver exceptional service. However, scripts can also be limiting.

Scripts 52

Scripts Coaching Contact Center Feedback 52

CX Global Media

JUNE 20, 2017

If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart? Contact center agents are irritated.

Chatbots 168

Chatbots Contact Center Scripts Call Center 168

Callminer

JULY 22, 2018

Let’s take a look at 4 critical measurements to determine the effectiveness (or, conversely, ineffectiveness) of the outsourced contact center: 1) Service Level. As any contact center manager knows, service level is a metric composed of a pair of numbers: a percentage value and a time value in seconds. is one thing.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

TeleDirect

MARCH 11, 2020

Could your contact platform use a communication protocol that’s more in line with your products, services, and overall brand message? Custom call scripts can help. Scripts are an essential element of the human aspect for any customer service strategy. Creating Concise Call Scripts. Avoid the rigid script.

Scripts 106

Scripts outsourcing Business Process Outsourcing Call Center 106

Fonolo

SEPTEMBER 28, 2022

The surveys give contact centers valuable insight into agent performance, customer experience, and other factors that can inform CX strategy. Keep in mind though, that the after-call survey is an important tool to drive improvement in the call center, but it’s not the only one. Sample After-Call Survey Script.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

ShepHyken

APRIL 9, 2021

First, ditch the scripts. If you’re a new customer support rep, your organization will certainly ask you to follow a script. Reading from a script makes you sound like a robot. When customers call the support center, they expect to engage in meaningful conversations and find resolutions to their problems. But guess what?

Customer Service 369

Customer Service Scripts voip contact center solutions 369

MiaRec

JANUARY 5, 2023

Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be? Are you looking for a way to enforce script adherence across the board but simply lack the resources to listen to every call and score it for quality assurance ?

Scripts 98

Scripts Contact Center First call resolution Quality management 98

CX Global Media

JUNE 26, 2018

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry.

Contact Center 180

Contact Center Coaching contact center solutions Scripts 180

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

Callminer

FEBRUARY 15, 2017

Sales and collections agents use call flows frequently - but all contact center agents can also benefit from ideal call flows.

Call flow 182

Call flow Scripts Call Center Contact Center 182

Fonolo

OCTOBER 15, 2020

Here are seven things your customers want your contact center to know: They want easy solutions. Scripted responses are a big turn-off. This is what your customers get when you respond with templated, scripted responses. 4 Ways to Improve Contact Center Operational Efficiency.

Contact Center 144

Contact Center Scripts Interactive Voice Response Technology 144

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 86

Customer Service Scripts Coaching Finance 86

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Typically, call scripts guide agents through calls and outline addressing issues.

Contact Center 119

Contact Center Scripts Interactive Voice Response contact center solutions 119

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Contact Center Pipeline

JUNE 1, 2021

If that’s the case, every contact center should be text messaging with customers. The post Texting Takeover: How to Integrate SMS, Whatsapp and Apple Business Chat into Your Contact Center first appeared on Contact Center Pipeline Blog. Compared to phone lines, email […].

Contact Center 162

Contact Center Customer Service Scripts Multichannel 162

ShepHyken

AUGUST 19, 2022

In 2022, the Conversation Excellence Lab at Balto had the same question and discovered what makes contact center employees feel fulfilled, successful, and effective in their roles. . In their recent survey of over 560 agents, they found that agents who stray from their prescribed call scripts are happier in their jobs overall.

Scripts 216

Scripts Customer Experience Employee engagement Best practices 216

CSM Magazine

FEBRUARY 5, 2025

Tech-human hybrid contact centersa revolutionary blend of artificial intelligence and human expertise is redefining the way companies interact with their customers. Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

ShepHyken

OCTOBER 29, 2021

Whether your call center software has in-built call routing, or it requires a set of options to be chosen by customers, it should have this feature. Cloud networks are significant to the functioning of a contact center and need a cloud-based calling system to align with. Call scripting . Cloud-based calling? .

call center software 209

call center software Call Center Customer Support Scripts 209

Balto

MARCH 25, 2025

AI is transforming contact centers, but not every company is ready to make the leap. The most successful AI-powered contact centers share five key qualities. The most successful AI-powered contact centers share five key qualities. Leaders often ask, How do we know if AI will work for us? How Did You Score?

Contact Center 40

Contact Center Coaching Scripts Interactive Voice Response 40

Talkdesk

MAY 12, 2020

The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily. Encourage them to introduce their role on the team as well as how the agents can contact them.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Calabrio

APRIL 15, 2025

Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. With Calabrio, healthcare organizations can transform self-service into truly adaptive, human-centered patient engagement.

Self service 52

Self service Healthcare Chatbots Contact Center 52

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

JANUARY 18, 2021

.” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. Encourage agents to cheer up callers with more flexible scripting. Take advantage of this phenomenon by constructing your scripts to promote positive responses.”

Best practices 226

Best practices Call Center Contact Center Scripts 226

SharpenCX

SEPTEMBER 25, 2020

But with the right training and encouragement, most contact center agents can become effective and efficient communicators. Positive experiences with a contact center agent go a long way. Here are five contact center communication skills every agent should master. But ditch the scripts.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

Callminer

NOVEMBER 6, 2018

Don’t be fooled by a thin slicing your customer experience – turn your contact center into an insight center! But if you analyse every interaction you will be able to identify what triggers calls to your contact center and also which type of calls take a long time to resolve.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

ShepHyken

OCTOBER 25, 2019

This is multiplied in a contact center as often the customer experience is the main focus. Now more than ever companies are opening more and larger contact centers and with them all focusing on CX that means more competition for you. Listen back on their natural speech and also have them read off a script.

Call Center 192

Call Center Scripts Contact Center Advertising 192

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. The one-size-fit-all script no longer cuts it.

Contact Center 122

Contact Center Self service Banking Analytics 122