NICE inContact

JUNE 28, 2019

It might surprise you that reducing stress and providing entertainment are two of the more significant ways that brands can inspire positive emotions. Making it happen: Brands that have a presence across digital channels are always better positioned to serve customers. It’s a winning combination.

Entertainment 67

Entertainment Scripts Self service CRM 67

Calabrio

OCTOBER 14, 2019

Calabrio President and CEO Tom Goodmanson, along with the always entertaining Shep Hyken, Chief Amazement Officer at Shepard Presentations, will be delivering keynotes, discussing the latest trends in customer experience intelligence and how to maximize your investment in customer service technology. And that’s just the beginning.

Entertainment 13

Entertainment Best practices Contact Center Analytics 13

C3Centricity

SEPTEMBER 12, 2016

Again not the automatic response upon the completion of a job, but a real desire to provide more than just satisfactory service. The lowest acceptable service level at the highest price possible? Meal service is a three-star affair, not the snacks that most airlines offer today. So what are you offering your customers?

Airlines 133

Airlines Coaching Banking Customer centricity 133

ClearAction

DECEMBER 13, 2017

We should scrutinize our sales and service policies for the degree of kindness they demonstrate. In my position as a Marketing and Business Development Director I had the responsibility to determine warranty criteria, service levels, and sales policies for each product launch.

Customer centricity 54

Customer centricity Sales Entertainment Government 54

Kristina Evey

NOVEMBER 29, 2017

While the resort itself was beautiful in design… we were shocked when we entered the entertainment venue. Not trying to sound negative, but it appeared that someone has non-handy as myself had done the job and that no one in the entertainment venue was concerned about the professionalism of the job. why did ours?

Customer Experience 59

Customer Experience Entertainment Wait times Service level 59

CSM Magazine

JANUARY 17, 2022

And as a result, businesses are forced to have better customer service levels. With social media apps especially, customers can easily write a customer service complaint whether that be publicly or via a direct message. This is key in establishing higher customer satisfaction levels overall.

Customer Service 52

Customer Service Entertainment Service level Marketing 52

Taylor Reach Group

MARCH 8, 2019

We know that when staff calls in sick, our Service Level may suffer. These ‘check ins’ are often entertaining and elicit laughter and positive feelings. The butterfly effect is alive and well in our centers…when a butterfly flaps its wings in Marketing the effect is more calls into the center.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

SharpenCX

APRIL 29, 2020

Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Some of your agents are newly-minted substitute teachers, dog walkers and toddler-entertainers.

Coaching 76

Coaching Management Contact Center Agent Empowerment 76

CSM Magazine

MARCH 7, 2016

One entertainment retailer failed to fully answer a single question, yet another in the same sector asked the same 10 questions successfully, scoring 100%. One entertainment retailer answered a question on Facebook in 6 minutes, yet took 152 hours to respond to the. However accuracy varied hugely between sectors and companies.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

SharpenCX

FEBRUARY 25, 2020

Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time. Which is exactly why actors and entertainers wait in a green room prior to going on TV. And, too much distraction will only pull your brain in different directions. Hmm, both are looking kind of low.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Amity

NOVEMBER 11, 2013

The value a Disneyland customer receives is entertainment, and entertainment is clearly experiential. However, what Disneyland sells is a service and they manage the delivery of that service extremely well. In a very real way, all of Disneyland is a service. Service Level. Touch Points. Static, Dumb.

SaaS 48

SaaS Entertainment Construction CRM 48

Taylor Reach Group

DECEMBER 14, 2021

When I need a break and turn on the tv for a little entertainment, the Cloud paradigm is there too. It’s less about having access to a streaming or content services, and more about having access to any of Prime, Disney+, Netflix, etc at the same time. Sound familiar?

Contact Center 76

Contact Center Entertainment Technology Consulting 76

aircall

MARCH 31, 2021

When your customers call in, they automatically receive a greeting (usually followed by some enjoyable hold music to entertain them while they wait). Use metrics, like service level, average handling time, and average speed of answer, to increase efficiency in your call center.

Abandon rate 62

Abandon rate Interactive Voice Response Call flow Wait times 62

CSM Magazine

SEPTEMBER 13, 2019

The solution involves automation that takes advantage of the existing customer service framework and delivers intelligence to agents allowing them to improve their service levels at scale. How Artificial Intelligence is contributing to Customer Service. The safer they drive, the higher discounts they get.

Customer Service 45

Customer Service Chatbots Entertainment Self service 45

Dialer 360

JULY 25, 2019

Way to Reduce: Know Your Service Level Target. If determine your service standard, there should be a target. The quality service v/s charges you are willing to tolerate and achieve it. This is acceptable to have some service events of your targets. The call center uses a service level which target.

Wait times 23

Wait times Entertainment Service level Interactive Voice Response 23

JustCall

MARCH 9, 2023

If the customers aren’t satisfied, you can perform a root cause analysis again and discover what is compromising the service levels. Arrange Information or Entertainment for Queued Callers What do your callers do while they wait? Undertake a SWOT Analysis SWOT stands for Strengths, Weaknesses, Opportunities, and Threats.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

SmartKarrot

JULY 29, 2021

Apply here: [link] Role: Client Success Director Location: Remote, United States Organization: Happify Health As a Client Success Director, you will monitor and manage ongoing client success metrics including user activation, usage, retention, marketing execution, service level agreements, and other commitments.

Upselling 12

Upselling Entertainment Metrics Coaching 12

Nicereply

MARCH 14, 2023

This highly entertaining book will help you to polish and perfect this crucial skill. It covers every aspect of call center management―service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, and strategy―in a well-organized and easy-to-understand format. Books on business acumen 3.

Management 98

Management Call Center Entertainment Metrics 98

Fonolo

FEBRUARY 19, 2019

Some highlights: Contact Centers Focusing Less on 80/20 Service Level. Customer Service Lexicon. The migration of call centers from on-premise equipment to cloud services has been one of the mega-trends of the past decade. This was a topic we focused on in the earlier years, but less so recently. Migration to Cloud.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62