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Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same.
Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While the expectations are that all agents will adhere to call scripts, manage conflicts and comply with regulations while treating customers with empathy, how do you make sure?
This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses. It has built a stable reputation for itself in the past decade.?
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy. So what makes a person sound friendly over the phone? Turns out, it’s easy to sound friendly with customers.
One of our podcast listeners wrote to us with a problem. I am sharing it today because this problem seems like some of you could also share it. Our listener wants help convincing his team that using a free trial will help sales. We think that it might, and here’s why. . Let me begin by explaining the theory behind why we think it will. In the behavioral sciences, there is something called the Endowment Effect.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
One of our podcast listeners wrote to us with a problem. I am sharing it today because this problem seems like some of you could also share it. Our listener wants help convincing his team that using a free trial will help sales. We think that it might, and here’s why. . Let me begin by explaining the theory behind why we think it will. In the behavioral sciences, there is something called the Endowment Effect.
This month, our readers have turned their interests and attention toward topics of empathy, vision, quality programs and leaders, and how to show appreciation to our agents for the upcoming Customer Service Week in October. Here are our top 5 blog posts in September. 20 Empathy Statements to Show Stressed-Out Customers That You Care These […].
Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?
As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. I understand. Your task list is long and overwhelming. Where do you start? We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center.
We all love to keep what is ours. As soon as we have possession of something, it becomes part of our “endowment,” a fancy word for “our stuff.” Psychologists call this the Endowment Effect, and it explains how we value things that we have, even if we got them for free. However, we also hate losing our stuff, even more that we enjoy getting new stuff.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
In appreciation… A dream doesn’t just happen. It takes determination, hard work and a “stick with it” mentality. This describes our long-time editor, Susan Hash. Susan and I began working together in 2000. By 2008, I was “retired,” cruising up-and-down the east coast. And Susan had started her own business. In November of that year, […].
Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.
Efficiency is important to every business, but in a call center, it directly impacts your success. While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. Adherence is the biggest factor in achieving ROI from a workforce management perspective. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed
While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. That means: Optimizing interviews for people in different time zones.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
You have two primary options for recording your customer conversations today - premise and cloud. Premise recording stores your recordings in-house on physical servers at your locations. Cloud recording stores your calls on the web on secure servers hosted by cloud providers. There are advantages to both, but we are going to focus on the many benefits of cloud recording.
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. EX and CX Come Down to the Same Thing: Put the Person First by Inge De Bleecker. (CMSWire) The better the experience, the more likely that person will return and give the brand their business.
As an SDR, one of the main places we go to begin research on a person we’d like to reach out to is LinkedIn. Over the years, LinkedIn has transformed from the buttoned-up professional platform it once was to a space where individuals can influence, build a following, and show much more transparency into their job experience and life outside of the workplace.
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Voice technology is changing the way humans engage with and interact with systems and processes. Businesses are rapidly getting on-board to gain competitive advantage but how to voice-bots perform where a phone call is not exactly high-quality? Learn about Spearline’s research into the relationship between telephone audio channel degradation and the success of voice-bot applications. .
The modern consumer is looking for the easiest and quickest way to access your products or services. Any delays in service provision can lead to client loss, decreased revenue, and injured brand reputation. With the revelation that up to 75 percent of consumers expect to see a live chat offered over any other communication channel, companies and businesses are now prioritizing investment in white label chat software to better service their customers and improve their response times.
Creating an ironclad plan for key account management that guides individual account growth and gives you organization-wide insight isn't easy. As you try to implement team-wide processes, individuals may have routines or procedures that are more geared toward B2C account management rather than B2B account management.
Deepfakes are generative media in which a person in an existing image or video is replaced with someone else’s likeness. Deepfakes leverage powerful techniques from machine learning and artificial intelligence to manipulate or generate visual and audio content with a high potential to deceive. The main machine learning methods used to create deepfakes are based on deep learning and involve training generative neural network architectures.
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Virtual meetings have been the mainstay for many businesses for quite some time, but since early 2020 the demand for virtual meetings has expanded significantly. Not only are businesses doing more virtual communications than ever, social events have moved online too. As the business world now considers new norms of working, many are looking to “hybrid” models offering staff more work-from-home flexibility with brick-and-mortar office facilities available to support occasional on-site
Can you guess the percentage of businesses, large and small, that want to reduce their labor costs? Well, that is an easy answer even without researching the specific data, as it would be (or should be) 100%. Large or small companies alike, the number one cost associated with most companies is labor, with workspace being a close second. Understanding Workforce Expenditures is Fundamental to Reducing Labor Costs These days, labor costs are fluid and ever-changing.
Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent performance, along with keeping up with the latest trends in the industry. In an attempt to help weed through the vast number of influencers, consultants and leaders out there, we have constructed a list of leaders in the CX field that are great resources to utilize to help you stay on top of this ever-evolving industry landscape.
Whether it’s a help desk to process tickets or software to collect feedback easily, there’s a software solution that will make your job easier and more efficient. For many people, customer service is a key factor when deciding whether or not to do business with a company. In fact, Microsoft Dynamics 365 found that 90% of people consider customer service important in their choice of brands.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers. In the first part of this series , we looked at why businesses can no longer afford to ignore digital transformation.
The needs and preferences of the modern workforce are rapidly evolving. Even when the pandemic is over, remote working will likely continue to be widespread. Today, organizations are exploring the possibility of creating a hybrid workforce that’s more efficient and productive. But there’s one significant challenge that every company must overcome before building a hybrid workforce.
Intro This is the era of the consumer. Everything a brand does or plans to do depends on what consumers wish to buy or see. Customization and personalized experiences are at their peak, and brands are competing with each other for consumer attention. In addition, the existence of multiple channels has enabled countless touchpoints where [.]. The post NLP Chatbot – All You Need to Know in 2021 appeared first on Kommunicate Blog.
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