Nicereply

APRIL 13, 2021

Getting the right tickets to the right agent can have a positive impact on average handle time because it avoids the ticket being passed around from agent to agent. As customer support professionals, we’re not strangers to data and metrics. It seems we’re always measuring something. In fact, I think we might be obsessed with data. But data helps us do our jobs, and ultimately helps improve the customer experience.

Average Handle Time 98

Average Handle Time Metrics Contact Center Customer Support 98

JivoChat

APRIL 13, 2021

Automating customer service isn’t a fad. While some fears of chatbots stealing jobs persist, the reality is that customers now prefer the convenience of support automation, and businesses are profiting in many ways. Chatbots will drive $142 billion in consumer spending by 2024 — a meteoric surge from $2.8 billion in 2019. This growth is a direct result of an enhanced customer experience, as consumers can get instantaneous, round-the-clock assistance from businesses offering automated support.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40

Enghouse Interactive

APRIL 13, 2021

Hybrid Architectures Unlock CCaaS Benefits and Accelerate Digital Channel Adoption. Organizations traditionally invested in their contact center infrastructure, as a standalone premise-based solution, with a view to the long term… that usually meant that they would sweat those assets over a 10-15 year lifecycle. It was solid, reliable, and operated in a controlled environment.

Contact Center 93

Contact Center Morale Technology Self service 93

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want to see in the world. I am sharing the five rules for dealing with company politics that I learned over my career.

Management 370

Management Consulting Consulting Personalization 370

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

CCNG

APRIL 13, 2021

Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. At around that time, Cloud-based solutions began gaining popularity, but the first Cloud-based solutions were still point solution-oriented and didn’t offer integration between systems so businesses had to deal with multiple vendors and configure back-end integrations themselves.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

Contact Center Pipeline

APRIL 15, 2021

Over the last year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global pandemic. With this transition, businesses turned to digital technologies powered by the cloud to support their contact center operations. In addition, some organizations have taken it one step further by transitioning their contact […].

Contact Center 246

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CX Global Media

APRIL 16, 2021

Companies have been continuing to increase their interest and adoption of the gig model for their workforce. Like many things about remote working, the pandemic. Read more. The post Contact Center Agent Jobs: Breaking down The New Gig Model for Contact Center Agents appeared first on Customer Experience Strategy and Tactics.

Contact Center 156

Contact Center Customer Experience 156

Fonolo

APRIL 15, 2021

Occupancy Rate is one of the most widely used metrics in the call center industry. But what exactly does it mean, and how can you leverage it to better your business? If you’re new to call center KPIs or need a refresher, you’ve come to the right place. Read on for a crash course on occupancy rate! The Executive Guide to Improving 6 Call Center Metrics.

Call Center 152

Call Center Metrics Contact Center outsourcing 152

ShepHyken

APRIL 16, 2021

This week we feature an article by Derek Goodman, entrepreneur and creator of Inbizability. He shares some tips on how to grow your client list despite a global health and economic crisis, such as the COVID-19 pandemic. The pandemic has slowed many businesses down. At times, it almost feels like the economy has ground to a halt and, as a result, clients aren’t eager to invest in new services.

Marketing 241

Marketing Personalization Customer Experience 241

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

Contact Center Pipeline

APRIL 14, 2021

The definition of a “truly customer-centric” organization is one that has mastered the ability to intentionally design and consistently deliver the ideal customer experience across all products, channels and brands. The processes to design, organize and oversee every interaction between a customer and an organization is managed through a disciplined customer experience management approach.

Customer centricity 229

Customer centricity Customer Experience Management Employee engagement 229

CX Global Media

APRIL 15, 2021

Customer experience revolves around customer expectations and exceeding them at least by a little bit. You do that incrementally, thus improving a customer experience over. Read more. The post Customer Experience Expectations: 5 Ways To Surpass Your Customer Experience Expectations appeared first on Customer Experience Strategy and Tactics.

Customer Experience 156

Customer Experience 156

Taylor Reach Group

APRIL 14, 2021

By Colin Taylor. We are now more than a year into the “new normal” and increasingly contact center organizations are recognizing this fact. I am often asked if I think that contact centers will ever go back to 100% “bricks and mortar”, and the answer I give is no, that ship has sailed. Organizations were forced by the pandemic to deploy work from home and it wasn’t, as many feared, dominated by staff sitting on the couch eating cheese doodles and watching “The Talk”.

Contact Center 152

Contact Center Coaching Consulting Consulting 152

ShepHyken

APRIL 12, 2021

Each week I read a number of 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. Overpromise by Josh Linkner. (Josh Linkner) Put yourself out there in a big, bold, defiant way. Reach for the solutions for which you lack full confidence you can deliver with little effort, but that will delight your customers or colleagues if you reach.

Customer Service 213

Customer Service Surveys Customer Experience Marketing 213

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Contact Center Pipeline

APRIL 13, 2021

Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had to field new requests and new questions—often unprecedented and even unimaginable. How support organizations react and respond is paramount to ensure delivery of a winning customer experience but also to keep employees engaged during chaotic […].

Employee engagement 130

Employee engagement Management Customer Experience Self service 130

CX Global Media

APRIL 14, 2021

Contact center innovation ideas are all about continuous improvement, which is a neverending process. Basically, it involves looking back and planning using past lessons. In. Read more. The post Contact Center Innovation Ideas: How to Continuously Improve Your Contact Center Performance appeared first on Customer Experience Strategy and Tactics.

Contact Center 156

Contact Center Customer Experience 156

TechSee

APRIL 13, 2021

Is customer service a cost center or a profit center? If you answered ‘cost center’, right now is the perfect time to challenge that assumption. Read on to learn four reasons why this is the case – and how to make the shift within your company. The traditional outlook on customer service. A cost center is a function or department – like customer service – that costs your business money to operate but doesn’t actively generate revenue.

Customer Service 124

Customer Service Self service Upselling Sales 124

ShepHyken

APRIL 13, 2021

Great CX Drives Trust & Engagement. How Customer Support Tools Can Impact Your Internal and External Customers. Shep Hyken interviews Ali Ray, VP of Customer Experience at Slack. They discuss how customer support tools can positively impact the customer experience. Top Takeaways: Slack is an online customer support tool that brings all the people who have the customer at the center of their work together.

Customer Support 206

Customer Support Customer Experience Customer Service 206

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Outsource Consultants

APRIL 12, 2021

In part one of our series, we detailed five tips for targeting better KPIs with your BPO vendor partner. In part two, we’re focusing on how business leaders can work with their BPO partners to set more ambitious training targets. In the last year, organizations with rock-solid training processes were handsomely rewarded, quickly scaling their teams remotely as the need for work-from-home agents skyrocketed.

Management 125

Management outsourcing Average Handle Time Gamification 125

Fonolo

APRIL 13, 2021

Managing call spikes during peak periods in your call center can seem like an insurmountable challenge. Whether you’re in retail, healthcare, or the financial industry, understaffed contact centers coupled with increased call volumes create stressful moments for you and your agents. The ROI of Call-Backs for your Call Center. If this sounds familiar, never fear: call overflow handling is here.

Call Center 125

Call Center Abandon rate outsourcing call center professionals 125

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. By partnering with leading customer experience consultancies to outsource administrative efforts, we aim to reinforce our commitment towards providing customers with a better agent and customer experience, and increased customer advocacy.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

Eptica

APRIL 15, 2021

Date: Friday, April 9, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways collaboration tools benefit customer service. Published on: April 09, 2021. Author: Pauline Ashenden - Demand Generation Manager How are collaboration and communication tools benefiting the contact centre? New research from ContactBabel, sponsored by our parent company Enghouse Interactive, highlights five areas where adopting these solutions is helping improve the experience for both agents and customers.

Customer Service 125

Customer Service Marketing Management Customer Experience 125

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

TELUS International

APRIL 12, 2021

The eCommerce checkout is the most overlooked part of the customer journey. Here are four of the biggest customer pain points, and tips on how to solve them.

Customer Experience 123

Customer Experience Customer Service 123

Peter Lavers

APRIL 14, 2021

We’re happy to report that our founding director Peter Lavers has been recognised as a leading professional and influencer in Onalytica’s Who’s Who in CRM report. You can download the full report by clicking here. This is just the latest recognition of Peter’s influence and thought leadership in the fields of customer experience and customer management.

CRM 100

CRM Customer Experience Management Customer centricity 100

Ansafone

APRIL 16, 2021

Brand consistency is one of the most important factors in a business’s success. When a customer can expect the same experience across all functions of your business, they will feel comfortable returning time and again. Consistency in customer service is key to this formula, and call centers excel at providing this coherence for businesses and … Increase Brand Consistency by Using a Call Center Read More ».

Call Center 118

Call Center Contact Center Customer Service outsourcing 118

Aspect

APRIL 16, 2021

In the recent past, if you really wanted to , you could run a business without Workforce Management tools. It wouldn’t be easy ; you’d be extremely frustrated, probably work 80-hour weeks, and have a lot of operational inefficiencies — and you might only save some money. In 2021, that no longer applies. Any organization that is considering enterprise level software now must employ a WFM strategy and platform.

Enterprise 118

Enterprise Personalization Management Marketing 118

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Customer Experience

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is used to gauge the strength of the overall relationship with a customer, and a transactional survey is used to understand how the latest interactions with customers are going. The best VoC programs use both.

Surveys 118

Surveys Best practices Feedback Accountability 118

Toister Performance Solutions

APRIL 15, 2021

The webinar software wasn't working. An important client was paying me to facilitate a virtual session for its employees. The client had juggled a lot of schedules to make sure everyone could attend. A lot was riding on this. I could feel a rising sense of anxiety. There was less than 30 minutes before the webinar started. To my surprise, a friendly employee quickly answered my technical support call.

Technical Support 118

Technical Support Airlines Customer emotions Customer Service 118

Guru

APRIL 15, 2021

Employee onboarding is too important to leave to a handful of meetings and a slide deck. We don’t just encourage our users to make the most out of the onboarding experience with Guru, we practice what we preach in-house. A lot of planning, empathy, and intent goes into each employee’s onboarding experience at Guru. We spoke with our Lead People Operations Specialist Bobby Lundquist about what he does to ensure that new members of the Guru team have a stellar onboarding experience.

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