Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. It includes 1.5

Call Center 147

Call Center Management Benchmark Contact Center 147

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

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. His reaction was caught on video.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. Video is now everywhere , providing a comfortable work communication medium that is relied on for all manner of business-critical use cases, competitive differentiation and even new revenue streams. exceptional customer care and resolving issues quickly.?Adding to delivering?exceptional

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

Enghouse Interactive

MAY 25, 2020

Best Practices for Securing Video Calls. Video helps maintain relationships in ways that no other type of communication can. We’ve compiled some of the best practices for your organization to consider when using video-conferencing. Resource: Video Conference Security – Basic Checklist. Recommended Best Practices.

Healthcare 40

Healthcare Best practices Government Enterprise 40

ProProfs Blog

APRIL 21, 2020

The customer satisfaction survey questions will majorly fall into four categories: Product satisfaction survey. Customer service satisfaction survey. #1. A company’s success is linked to the products and services it offers. It is important to collect feedback from the customer to better understand their needs.

Surveys 120

Surveys Customer Support Feedback Advertising 120

Serenova

AUGUST 11, 2020

Businesses face ever-increasing expectations and the burden of an ever-growing volume and breadth of customer inquiries, which range from order status updates to product support to billing and more. A call center agent, sometimes called a customer service representative, is an employee that handles inbound or outbound customer calls.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

Playvox

SEPTEMBER 6, 2022

Whether your customer service center is remote, hybrid, or moving back to the office full-time, agent engagement is critical to success—now and into the future. Based on real customer service centers’ success, here are the five best ways to keep remote contact center agents connected and engaged: 1. ENJOYING THIS ARTICLE?

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Leading applications even use proprietary algorithms, linguistics, and tone/stress detection to identify customer sentiment.

Scripts 97

Scripts Contact Center Benchmark CRM 97

Calabrio

MARCH 4, 2025

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. And why is it so critical to customer service and the all-important hub that is the omnichannel contact center? But whats the difference exactly?

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Enghouse Interactive

SEPTEMBER 20, 2021

Agents and Other Employees: using presence indicators and persistent/threaded chat, agents can instantaneously connect with available resources across the organization (accounts receivable, decision-makers) to quickly resolve customer issues the first time, without unnecessary back and forth. Find out more.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Well, maybe that’s not an accurate statement.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Aspect

JULY 15, 2020

Some organizations even resorted to agents using their personal cell phones as tools of customer service. Service suffered, but many organizations found that sending agents home could not only work , but in fact, work quite well. . O rganizations simply did the best they could.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Playvox

JANUARY 30, 2024

It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support. For Agents Makes work, feedback, and learning fun and engaging – Leaders need to find ways to motivate different types of personalities and age groups in customer service centers.

Gamification 79

Gamification Contact Center Coaching Quality management 79

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Talkdesk

FEBRUARY 5, 2021

Video commerce. One of the ways retailers are getting creative with online commerce is through video. Since associates can’t be with customers “IRL” during the pandemic, they’ve turned to digital channels to communicate. First, executives need to ensure they have the tools required to communicate with their customers.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Taylor Reach Group

SEPTEMBER 29, 2020

Customer Relationship Management (CRM). Learning Management System (LMS). Workforce Management (WFM). Quality Management (QM). While an LMS may appear at first glance a superficial feature for the modern call center, having one in place helps you stay on top of your customer service.

Contact Center 85

Contact Center CRM Quality management Analytics 85

Aspect

JANUARY 3, 2018

Continuous and Seamless Upgrades – Updates to large on-premises software systems such as CRM, ERP, accounting and customer service can be expensive and disruptive. With SaaS, upgrades are made continuously in the cloud, at no extra charge, with no changes or interruptions to the customer’s operation.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Define video specifications, and setup as needed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Customer First” drives success. Customer service has become the top business priority. Video enablement: either use internally to manage remote agents, or externally for communications with customers. 43% using video for customer interactions, and 67.2%

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

Playvox

JANUARY 13, 2022

This also means remote workers can have equal access to professional development tools such as performance management and training solutions. And when learning management solutions include multimedia training, this satisfies Gen Z’s inclination for video learning. . In fact, many think AI is the future of customer service.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

SharpenCX

JUNE 9, 2021

Remote work can be great, but as a manager, managing remote teams is also a new stressor for many. How do you make sure your customer service agents stay engaged? Let’s look at some practical strategies and helpful resources to make managing your remote teams simpler and more productive. Let’s be real, though.

Management 67

Management Contact Center Employee engagement Engineering 67

Enghouse Interactive

SEPTEMBER 29, 2020

At each interaction, customers are unconsciously assessing your organization and determining if there is value in continuing to do business with you. Netflix and Apple have drastically changed the game for all, triggering ever-changing and ever-increasing customer expectations. .

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Monet Software

SEPTEMBER 21, 2018

When everyone at the contact center works together, customer service improves. But in some businesses you may have one team focused on scheduling and staffing, another team dedicated to call recording and quality management. Watch the WFO video. What’s the difference? In a word: togetherness.

Contact Center 48

Contact Center Quality management Enterprise Call Center 48

Brad Cleveland Blog

DECEMBER 10, 2020

In this video, I summarize three tools that we often recommend for their usefulness in customer service settings. This video is from … The post Root Cause Analysis in Customer Service first appeared on Brad Cleveland. Typically, several possibilities surface and they all seem plausible.

Customer Service 29

Customer Service Customer Experience Quality management Contact Center 29

Brad Cleveland Blog

JULY 12, 2024

Customer tolerance influences how long customers will wait, how many give up and leave, whether they try alternatives, and how they feel about the experience.

Customer Service 52

Customer Service Management Quality management Contact Center 52

Monet Software

JUNE 20, 2019

When everyone at the contact center works together, customer service improves. But in some businesses you may have one team focused on scheduling and staffing, another team dedicated to call recording and quality management. What’s the difference? In a word: togetherness.

Contact Center 48

Contact Center Quality management Enterprise Call Center 48

Monet Software

JANUARY 15, 2019

We’ve written many times that KPIs are essential for measuring the performance and efficiency of your business, and for keeping your agents on track toward meeting customer service goals. Who is filling out the quality management scorecards? This short video explains many of the benefits of our help desk solution.

Metrics 54

Metrics Quality management Management Customer Service 54

Brad Cleveland Blog

MAY 5, 2022

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark.

Customer Service 29

Customer Service Quality management Contact Center Call Center 29

Enghouse Interactive

APRIL 13, 2021

No disruption to contact center call handling capabilities, just the benefits of being able to now handle different ways customers want to engage with your organization: SMS. Video… . Facebook Messenger. and be ready to handle what comes next.

Contact Center 93

Contact Center Morale Technology Self service 93

Playvox

AUGUST 15, 2022

Agents who participated in the Playvox research shared their training preferences, which included varied formats, from self-paced videos followed by instructor-led training to time for independent, simulated, exercise-based training for new software prior to launch. When Training a Remote Workforce, Listen To Agent Preferences.

Contact Center 77

Contact Center Gamification Surveys Management 77

Enghouse Interactive

OCTOBER 27, 2021

The key when implementing an Artificial Intelligence (AI) platform is to ensure it analyzes the complete customer journey – from the first point of contact to the end.

Upselling 86

Upselling Contact Center Analytics Surveys 86

CSM Magazine

NOVEMBER 4, 2020

In contact centres, more employees than ever are working remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed our lives. Omnichannel CX – expectations around omnichannel service have significantly risen during the pandemic.

Self service 52

Self service Analytics Employee engagement Surveys 52