Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. Edwards Deming and Walter A.

Quality management 83

Quality management Customer centricity Management Contact Center 83

ShepHyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated.

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

CX Accelerator

JANUARY 10, 2018

Sadly, this rite of passage is often overlooked or marginalized within customer service departments. The key for a customer service leader is establishing the big picture first, then creating goals that align. The second is your Customer Service Vision. Ready or not, the new year is here.

Customer Service 159

Customer Service Coaching Self service Quality management 159

CCNG

JUNE 12, 2024

Real-time speech analytics analyzes audio data on live calls during customer interactions, providing immediate insights. This feature is especially useful in customer service and support calls, allowing supervisors to intervene promptly in challenging situations.

Analytics 195

Analytics CCNG Quality management Call Center 195

Beyond Philosophy

MAY 17, 2024

Observations and conversations with call center agents reveal operational inefficiencies and training gaps that impact the overall customer experience. Scott highlights key issues with traditional quality assurance practices and offers insights into leveraging AI for enhanced customer service.

Customer centricity 221

Customer centricity Call Center Metrics Quality management 221

ProProfs Blog

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. What is Customer Service Training? .

Customer Service 128

Customer Service Customer Support Education Feedback 128

AWS Machine Learning

APRIL 30, 2024

In the fast-paced world of customer service, efficiency and accuracy are paramount. After each call, contact center agents often spend up to a third of the total call time summarizing the customer conversation. This can make it challenging to scale quality management within the contact center.

Analytics 118

Analytics APIs Customer Service Entertainment 118

Customer Service Life

AUGUST 28, 2019

In this article I’ll briefly discuss some of the distinctions between the different support channels when it comes to the skills I listed above, and then I’ll share some tips to keep quality assurance simple for your multi-channel customer service team. Communication Skills.

Quality management 69

Quality management Calibration Management Coaching 69

Beyond Philosophy

OCTOBER 29, 2020

In my early career in corporate life, the philosophy flavor of the month at that particular time was Total Quality Management. I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. Also, include how you want to measure it.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

CCNG

SEPTEMBER 29, 2020

Jaedeanne Shaver is Customer Service Training and Quality Manager at Alcon in Fort Worth Texas. Alcon Customer Support is using a “top down” approach as the leadership team communicates with virtual teams creating a sense of understanding and acceptance to the “new” work environment.

CCNG 195

CCNG Quality management Customer Support Management 195

Callminer

NOVEMBER 18, 2020

If you wouldn’t do that in front of your mom, you shouldn’t do that while on the phone with your customer. We train our customer service reps to avoid playing off the caller’s emotions…”. You have to have grace under fire in any customer service position, but especially when you only have voice at your disposal.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

ShepHyken

MAY 15, 2020

Jeremy Watkin is a Product Marketing Manager at 8×8. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center.

Contact Center 277

Contact Center outsourcing Quality management Marketing 277

SharpenCX

NOVEMBER 10, 2020

If you’re anything like me, you’ve lived through a few (or a dozen) bad customer service experiences. Because of those memories, I try to avoid calling customer service at all costs. And I’ve worked in customer service. News flash: customer service in call centers doesn’t have to be terrible.

Call Center 121

Call Center Customer Service Coaching Wait times 121

ShepHyken

DECEMBER 25, 2018

Across her 18 year career in the contact center industry, she has worked with various WFOs and BPOs in addition to assuming other roles such as account director, consultant, marketing manager, and quality manager.

Contact Center 214

Contact Center Quality management Consulting Consulting 214

JustCall

APRIL 13, 2020

Are you finding it difficult to manage remote customer service teams? We interviewed several customers and customer service teams that have shifted to remote working. We found out that with remote customer support teams, conserving team unity and productivity becomes challenging for Managers.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars. per minute.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Playvox

JANUARY 27, 2021

We made our first acquisition to make learning fun for customer service agents. In the past 12 months, as we approach Playvox’s 10-year anniversary, we doubled our market footprint. Our global clients significantly expanded adoption of our workforce optimization products. And our global team hit triple digits.

Quality management 60

Quality management Management Marketing Customer Service 60

ShepHyken

FEBRUARY 14, 2017

First Up: Shep’s opening monologue takes a look at two companies that truly understand the customer experience. First is Olark, a live chat software company, that chose not to hire a person dedicated to handling customer service. Customer service and customer experience are the new marketing.

Quality management 218

Quality management Customer Experience Marketing Consulting 218

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Contact Center Pipeline

SEPTEMBER 15, 2021

We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience.

Customer Service 287

Customer Service Quality management Personalization Analytics 287

Calabrio

MARCH 5, 2025

However, call quality monitoring is much more than a matter of just checking boxes; it’s about gaining a deep understanding of how your agents are interacting with customers and identifying areas for improvement. Transform the way you analyze conversations with automated quality management.

Best practices 52

Best practices Coaching Scripts Contact Center 52

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%. Happy employees lead to happier customers.

Coaching 64

Coaching Gamification Employee engagement Morale 64

DMG Consulting

FEBRUARY 12, 2025

DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. of survey respondents.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

Calabrio

MARCH 25, 2025

Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

UJET

JULY 21, 2020

Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles. A quality management solution will provide a lot of customer service data for both agents and supervisors. Agent Metrics. Supervisor (Remote) Office Hours.

Feedback 120

Feedback Quality management Metrics Surveys 120

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Serenova

OCTOBER 24, 2019

And that makes scary customer service potentially more damaging than ever. According to a recent Vanson Bourne survey of 3,000 US and UK consumers, the vast majority (94%) of respondents say customer experience impacts whether they would make the decision to move from one brand to a competitor. Read the whole story here.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Craig Borowski.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. But first, you have to capture that activity.

Best practices 52

Best practices Contact Center Management Call Center 52

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job. Agents work hard every day to help customers, and while the internet and social media abound with customer service horror stories, very few customers publicize their positive experiences. Seven tips for promoting customer service as a profession 1.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

Beyond Philosophy

MAY 23, 2024

If a customer spends hours working with sales before the delivery, dealing with customer service afterward, and is kept waiting in the queue each time, they are likely frustrated. If you work in customer service or quality management, you can apply what we have been discussing here in a few ways.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195