CSM Magazine

JANUARY 2, 2025

Building a customer support team that responds with genuine understanding requires training, thoughtful communication tools, and a culture that prioritizes the human side of service. Lets explore how to embed empathy into your customer support operations. Encourage agents to step into the customers shoes.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

OCTOBER 23, 2023

There is now broad recognition that people are not as engaged through their intellect as they are engaged through their emotions. Creative experiences that foster deeper connections, address customers’ emotions and needs, and highlight the uniqueness of the brand are essential to the future of customer loyalty.

Customer Service 177

Customer Service Construction Contact Center Scripts 177

Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. At your next training session, consider featuring some of these engaging activities to help your team sharpen those soft skills! Customer Call Roleplay.

Call Center 81

Call Center Scripts Contact Center Gamification 81

Beyond Philosophy

MARCH 29, 2016

They used identical scripts, but the stakes were higher for some participants than others. In a retail or customer service setting, there may be several keys to creating those genuine smiles. A third, backed by the research, is to raise the stakes for employees, giving them incentives to improve their customer interactions.

Consulting 150

Consulting Consulting Advertising Scripts 150

CCNG

AUGUST 28, 2024

Embrace Feedback and Continuous Improvement: Gather feedback from customers and agents to identify areas of success and areas for improvement. Invest in staff training to ensure they leverage automation tools effectively and continuously enhance performance over time.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Calabrio

APRIL 23, 2025

An increase in agents script adherence that coincides with decreased customer satisfaction. Whether new training or process changes are having the intended effect. That led to a targeted training initiative and a measurable improvement in customer sentiment within 30 days.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

Outsource Consultants

FEBRUARY 25, 2025

This level of personalization not only enhances the customer experience but also increases the average order value. Train your call center agents to identify opportunities for upselling and cross-selling during customer interactions. This improves customer retention rates, directly impacting the bottom line. Absolutely!

Call Center 67

Call Center Sales outsourcing Technical Support 67

ROI CX Solutions

APRIL 15, 2025

Recognize and address emotional triggers promptly: Understanding common causes of customer frustration and responding quickly can prevent escalations, reduce negative reviews, and protect brand reputation. Be on the lookout for these signs to stay tuned into the sway of customer sentiments.

Customer Service 52

Customer Service Brand ambassadors Wait times Coaching 52

aircall

FEBRUARY 21, 2018

Customer support can, unfortunately, feel limiting in this way. The repetitive nature of answering phone calls paired with mandatory scripts can lead to mental burnout. For one, scripts are a great tool for training, but they won’t always be appropriate given a caller’s individual case or emotional state.

Customer Service 91

Customer Service Scripts Customer emotions Call Center 91

aircall

FEBRUARY 21, 2018

Customer support can, unfortunately, feel limiting in this way. The repetitive nature of answering phone calls paired with mandatory scripts can lead to mental burnout. For one, scripts are a great tool for training, but they won’t always be appropriate given a caller’s individual case or emotional state.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

AWS Machine Learning

SEPTEMBER 11, 2024

Using natural language models trained on large datasets of existing SOPs and similar content, generative AI systems can understand the common structure and language used in these types of documents. One area this could help in is script code generation for repetitive automation processes.

Technology 96

Technology Engineering contact center solutions Scripts 96

Calabrio

MARCH 5, 2025

Sentiment Analysis: Determining customer emotions and attitudes expressed in text and voice interactions. Topic Modeling: Identifying recurring themes and topics within customer conversations. Trend Identification: Spotting patterns in customer behavior and preferences. Peckham Inc. increase in annual top-line revenue.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Balto

MARCH 3, 2025

Smart routing systems match customers with the most qualified agents based on their specific needs and history. This targeted approach cuts down on transfers and reduces customer frustration. Voice recognition technology adapts responses based on customer emotions and tone, ensuring appropriate handling of sensitive situations.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

VocalCom

MAY 29, 2017

Remember that your contact center agents have plenty of insights into your customers’ feelings. In addition to monitoring your agents and training them regularly, it’s important to understand their daily experiences with your customers. Use different kinds of customer surveys. Analyze customer satisfaction metrics.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48

Playvox

FEBRUARY 1, 2024

The meaningful insights from consumer sentiment analysis are an essential component of a customer-centric strategy because they indicate the actions needed for improvement. What Is Customer Sentiment Analysis? When you carefully listen to what your customers are saying—and act on it—you’ll quickly see meaningful results.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Vonage

MARCH 26, 2018

Train employees to be customer-facing Training customer-facing reps how to deal with customer emotions is crucial to creating personal experiences. No customer wants to feel ‘processed,’ and how reps respond to someone that is angry or upset is crucial.

Personalization 58

Personalization Interactive Voice Response Customer Experience CRM 58

Calabrio

MARCH 4, 2025

In fact, with new developments in technologies like generative AI (GenAI), conversation intelligence tools can now be trained on very large data sets, called Large Language Models (LLMs), which can be used to surface more accurate and trustworthy insights. This is a crucial differentiator among conversation intelligence solutions.

Coaching 40

Coaching Contact Center Analytics Sales 40

aircall

FEBRUARY 21, 2018

Customer support can, unfortunately, feel limiting in this way. The repetitive nature of answering phone calls paired with mandatory scripts can lead to mental burnout. For one, scripts are a great tool for training, but they won’t always be appropriate given a caller’s individual case or emotional state.

Customer Service 48

Customer Service Scripts Customer emotions Personalization 48

JustCall

MARCH 6, 2023

Provide proper training and resources and help agents to chart out a career plan Providing proper training and resources can greatly improve agent productivity. Encourage cross-training: Cross-training among agents can help foster collaboration and open lines of communication.

Coaching 52

Coaching Call Center Scripts Construction 52

Toister Performance Solutions

DECEMBER 20, 2018

One of the great things about training videos is the scenes where actors play out a customer service scenario. A common complaint for many training videos is the scenes are unrealistic and cheesy. It could be from my own experience as a customer, the many jobs I've had serving customers, or a story someone else shared with me.

Contact Center 50

Contact Center Scripts Customer emotions Coaching 50

Balto

JANUARY 3, 2025

Look for tools with features like: Speech Analytics: Automatically transcribe and analyze customer calls to detect patterns, identify trends, and flag compliance risks. Sentiment Analysis: Gain real-time insights into customer emotions to gauge how interactions are perceived.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Interaction Metrics

MARCH 27, 2025

The more personal you get (without being creepy, of course), the stronger your customers emotional connection becomes. Use Customer Feedback Effectively Here’s the truth: most customer surveys are terrible, and most companies arent using them properly. Empowered employees create happier customers.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Balto

NOVEMBER 28, 2023

A typical scorecard includes the following points: Authentication: Did the agent make sure that the customer is who they claim to be? Call flow: how well the agent is directing the call flow and whether they’re sticking to the script. Understanding the customer’s pain points: Was the agent able to comprehend the customer’s issues?

Quality management 52

Quality management Call Center Management Contact Center 52

NobelBiz

OCTOBER 1, 2024

In this blog article, we look deep into how generative AI has changed the face and the pace of customer support: benefits accruing from the adoption, best ways to adopt, challenges accompanying such transition, and questions every leader should ask prior to its implementation. Create scenarios that show how AI improves productivity.

Customer Support 52

Customer Support Chatbots Call Center Feedback 52

NobelBiz

OCTOBER 1, 2024

In this blog article, we look deep into how generative AI has changed the face and the pace of customer support: benefits accruing from the adoption, best ways to adopt, challenges accompanying such transition, and questions every leader should ask prior to its implementation. Train agents to handle AI limitations and take over when needed.

Customer Support 52

Customer Support Chatbots Call Center Feedback 52

Balto

JANUARY 14, 2025

Sentiment Analysis: Analyzes customer emotions to improve engagement. Contact center analytics is a crucial tool that helps businesses track and analyze performance metrics, ultimately aiming to enhance operational efficiency and customer satisfaction. Key Issues: Lack of training programs for supervisors and agents.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Beyond Philosophy

AUGUST 1, 2019

Then, the customer-facing employee makes a choice that meets your goal, which is to evoke the emotion that drives value for your organization. Why Training on Emotional Management for Frontline Employees is Vital. Lack of employee training. Before you get to training, you have some critical work to do.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

Customer Relationship Metrics

JANUARY 11, 2017

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. These are the results that are rooted in emotion. And you need to link the customer emotion to people that serve them. It’s almost impossible to understand emotion when the thrill has gone away. Increased productivity.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67