Beyond Philosophy

AUGUST 16, 2024

In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby , CEO of Alignment Growth Strategies , shares insights on leveraging AI to build customer relationships effectively. Customers must feel seen, heard, and valued to build trust and loyalty.

Scripts 195

Scripts Customer emotions Education Personalization 195

3CLogic

NOVEMBER 7, 2024

Enabling speech analytics in any contact center can help optimize everything from performance and productivity to profitability for IT, employee, and customer service workflows.

Analytics 105

Analytics Contact Center Personalization Time management 105

Fonolo

SEPTEMBER 12, 2018

Brand perception also translates into customer experience (CX). So, in modern times, managing customer experience is the new brand imperative. Therefore, to generate a positive consumer experience, an organization needs to research, strategize, implement and manage it efficiently.

Customer Experience 73

Customer Experience Management Journey mapping Construction 73

Injixo

JUNE 13, 2023

The seamless blend of customer interaction and behind-the-scenes operations often results in a remarkable customer experience. Among the many critical elements that ensure the successful running of these operations, two aspects take center stage — intraday management and real-time management.

Time management 52

Time management Management Contact Center Customer Experience 52

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Etech GS

NOVEMBER 5, 2019

According to a recent survey conducted by Gartner , within the next two years, 81% of respondents expect that the company that rises above its competitors will do so on the basis of quality customer experience. Good Time Management. Time management is a key component of project management toolbox.

Customer Experience 72

Customer Experience Management Feedback Personalization 72

ShepHyken

JULY 1, 2016

Frontline employees in the thick of everyday customer service may see or speak to 100+ clients a day, which gives them valuable insight into your business. Open up the line of communication with your employees to evaluate your current processes and reach your customer experience goals. Foster the Voice of the Employee.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Serenova

AUGUST 23, 2019

And while now is a busy time for many contact centers, fluctuations in business volume can come throughout the year. Maintaining consistently high levels of customer experience through the ebb and flow of volume is critical for businesses to thrive in any season. Managing and Training Work-from-Home Agents.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Callminer

JANUARY 18, 2021

Let your operations team handle real-time management. “Effective real-time management is based on having the right reports that measure compliance and clear process for acting as you see variations. Both of these are the responsibility of the operations team, not the workforce management team.

Best practices 226

Best practices Call Center Contact Center Scripts 226

ShepHyken

JUNE 19, 2020

As Shep mentioned during our special webinar , “If your employees and customers are nervous, uncertain and even scared, you owe it to them to communicate at a much higher frequency and much more empathetic than you ever have before. There’s Nothing More Important to a Growing Business Than Your Customer Experience.

Customer Service 157

Customer Service Feedback Marketing Technology 157

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service 249

Customer Service Coaching Chatbots Best practices 249

Noble Systems

OCTOBER 7, 2020

WFM is a powerful driver of extraordinary customer experience and service level attainment. But mismanagement can lead to contact center inefficiency, customer and agent dissatisfaction and loss of revenue. Shoot for 80% in planning and 20% in real-time management. Not planning for the “what ifs. ”

Service level 98

Service level Contact Center Accountability Time management 98

VirtualPBX

JUNE 6, 2024

3 Essentials for Effective Inbound Calls Customer Service Often easier said than executed, inbound calls set the stage for excellent customer experiences. A recent Forbes study identified that over half of customers will pay more for better customer service. The post What is an inbound call?

First call resolution 105

First call resolution Abandon rate contact center solutions Metrics 105

Call Center Weekly

OCTOBER 13, 2017

Customer service has a huge impact on the success of a company. A highly skilled (EQ and IQ) team will improve every facet of the customer's experience. Therefore, the workforce must match the impact. In fact, I would dare say those in the contact center match or exceed that of the others.

Contact Center 100

Contact Center Education Call Center Government 100

Taylor Reach Group

SEPTEMBER 3, 2021

Add to that self-motivation, collaborative problem-solving, time management, self-direction, accountability, digital competency, and trustworthiness. Reduced pay hurts your business, is bad for employee morale, which can ultimately impact customer experience at its most vulnerable point of interaction.

Contact Center 139

Contact Center Morale Consulting Consulting 139

ClientSuccess

MARCH 21, 2018

From : Vic Kasoff , Director of Customer Experience. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? With so many priorities being juggled by the CSM team, time management and prioritization are key. Question 1.

Customer Experience 40

Customer Experience Best practices SaaS Engineering 40

Aspect

OCTOBER 19, 2017

We are now 5 months into our 2 nd year of collecting data from our customers and prospects and have some early insights and trends to share. Once we finish collecting the data, we will review it and build a perspective to help our customers and prospects answer 3 questions: How do I prioritize effort and investment in customer experience?

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Contact Center Pipeline

DECEMBER 12, 2018

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. However, coaching needs to be done on a consistent basis. You wouldn’t exercise just once in a lifetime and say that you were done.

Coaching 113

Coaching Morale Employee engagement Sales 113

Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” These elements are the basics of WFM, but for some of us we’re wondering what else there is.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

AWS Machine Learning

NOVEMBER 27, 2023

In a contact center, agents spend precious time after each call manually summarizing notes, which can impact their productivity and increase call wait times. This capability allows agents to spend more time talking to callers waiting in the queue rather than engaging in after-call work, thereby improving customer experience.

Self service 122

Self service Analytics Entertainment Contact Center 122

TechSee

MAY 12, 2020

Skills training challenges: Keeping track of sub-contractors’ skills and certifications is complicated and time-consuming even at the best of times. Management must therefore find ways to ensure their sub-contractors are fully trained and capable of completing any job assigned to them. Visual automation.

outsourcing 109

outsourcing Technology Service level Management 109

VirtualPBX

MARCH 17, 2022

Having proper business communications etiquette is more vital to the customer experience than you think. Besides the greeting, voicemail can help your efficiency and time management in ways you might not expect. You wouldn’t believe how important this is in the customer experience journey.

Call Center 98

Call Center Accountability Time management Customer Experience 98

CSM Magazine

AUGUST 5, 2022

Customer service orientation: A customer service orientation means that the manager is focused on providing excellent customer service. This involves working to improve the customer experience and ensuring that customer needs are met.

Customer Service 99

Customer Service Management Government Time management 99

Customer Service Life

NOVEMBER 10, 2022

If you do these things in your contact center, you’ll catch and correct customer-impacting issues faster — sometimes before your customers experience them. Are your agents empowered and given the time to thoroughly test an issue or are you micromanaging their average handle time (AHT) or after-call work (ACW)?

Contact Center 132

Contact Center Engineering Average Handle Time Analytics 132

Fonolo

MARCH 4, 2020

There, he served as a regional sales manager before progressing to become Head of Outbound Contact Centres, a role he served in for five years before moving onto multiple leadership roles in that company. RBC is where my customer experience, customer delivery, and service delivery expertise were nurtured,” he remembers.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

NOVEMBER 15, 2017

Sign #4: You’re Always on Time. Time management is extremely important to customer service success. If you always know how to prioritize your tasks so that things are completed on time and managed properly, there’s a good chance you’re going to go far, kid! VPs & Directors of Customer Experience.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Customer Service is a difficult job. Many customer-facing roles deal with high-pressure situations, emotional customers, negativity and insults, delivering bad news, and many other draining activities.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Kayako

APRIL 12, 2022

An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Customer satisfaction directly impacts the bottom line, too, as 84% of companies that work to improve their customer experience report an increase in their revenue. Improved collaboration between departments.

Customer Service 118

Customer Service Self service Education Technical Support 118

VirtualPBX

APRIL 19, 2022

It is such a great resource for time management, but it also alleviates the headaches of shopping in person and worrying about safety protocols. And if you are a business owner, VirtualText will help you take the customer experience to the next level. Rinse, and repeat. . Curbside Wrap-up. I am a big fan of it personally.

Personalization 98

Personalization Time management Management Customer Experience 98

SharpenCX

JANUARY 3, 2022

You can match agent team sizes to higher volumes of customer interactions. As a result, there will be no interruption in your customer care, keeping both your customers and agents happy. Then, have agents update the profile every time the customer interacts with the company.

Contact Center 128

Contact Center Call Center Healthcare Cloud contact 128

Kayako

MARCH 21, 2022

There are measurable steps companies can take to improve customer service. Investments in customer service can boost brand loyalty and revenue growth. One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Kayako’s Single View.

Customer Service 118

Customer Service Metrics Surveys Healthcare 118

Guru

JUNE 16, 2020

An effective knowledge management system enables improved collaboration, decision making, problem solving, communication, innovation, and time management among employees and translates to a more efficient and satisfactory customer experience.

Management 62

Management Time management Customer Experience 62

TeamSupport

OCTOBER 28, 2020

In Part 1 of this series we explored two, and here in Part 2 we take a close look at a few more soft skills that support staff should master in order to provide the best customer experiences. Organizational & Time Management Skills.

Customer Service 75

Customer Service Education Feedback Consulting 75

ChurnZero

APRIL 13, 2021

The CCO is responsible for all customer activities with the goal of generating revenue growth for the company. Build a profitable customer experience. Create a customer-centric culture. Prioritization and time management of the customers’ tasks, goals, and objectives. Drive change.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Hodusoft

AUGUST 13, 2021

Inundated with an exhaustive call list, auto dialers can make customer service agent’s tasks easier, they can then focus on meaningful customer conversations. At the end of the day, every company will concur that customer experience matters the most. . Improved productivity by reducing call connection time.

call center software 98

call center software Call Center voip Sales 98

GetFeedback

APRIL 25, 2019

As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. . In fact, it’s projected that poor customer experience is costing businesses more than $75 billion a year.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74