Integrity Solutions

APRIL 19, 2024

At its essence, humanizing the sales experience is really about personalization. Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers. Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers.

Personalization 103

Personalization Sales Scripts Contact Center 103

Fonolo

JUNE 20, 2018

In the midst of an increasingly digital space, where human interactions and considerations have the potential to get lost in the mix, it’s easy to forget that most of us are in the business of people; consumers are the heartbeat of our companies, and their feedback and acknowledgement of our good work can keep us chugging along. Be proactive!

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Callminer

FEBRUARY 24, 2020

With real-time call quality monitoring , managers can provide personalized feedback and coaching, ultimately resulting in better-performing agents and increased customer satisfaction.

Best practices 207

Best practices Call Center voip Morale 207

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Signs that the person feels distressed or flustered. Adrian Travis. Constant repetition. Grant Aldrich. onlinedegreecom.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Room Capacity. Emergency Exits and Protocol.

Call Center 182

Call Center Coaching Morale Analytics 182

Callminer

APRIL 20, 2018

As companies strive to meet customers on their own terms, they must know whether they are delivering consistent, personalized interactions across all channels. You’ll get all the feedback necessary for improving the customer experience nearly in real time across all contact center engagements when you use this type of platform.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. The single worst thing a contact center agent can do during a call is eat…”.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Beyond Philosophy

DECEMBER 5, 2017

These “employee ambassadors” have three key behavioral traits: • Commitment to the company – Commitment to, and being positive about, the company (through personal satisfaction, fulfillment, and an expression of pride), and to being a contributing, loyal, and fully aligned, member of the culture.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Fonolo

NOVEMBER 30, 2017

In Fonolo’s latest white paper, “ 9 Critical Contact Center Trends for 2018 ,” it’s revealed that 18-24 year olds actually express an increased appreciation for the voice channel. It’s important then to obtain customer feedback on the experience, which could provide intelligence into how their call was (mis)handled.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

Kayako

OCTOBER 6, 2015

Here’s an example of how this would look, from the table of contents for a Kayako ebook: The Ultimate Guide to Communicating Product Feedback. White papers. White papers are similar to ebooks, but they are generally shorter and focused more narrowly targeted. Landing pages.

Marketing 96

Marketing Education Best practices Analytics 96

Callminer

MAY 11, 2020

And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. Whether you are B2B or B2C, every business is P2P, and connecting on a personal level is what matters most…”. Handling disgruntled employees is the same.

Management 273

Management Customer Experience Customer Service Coaching 273

Fonolo

JANUARY 3, 2018

Taking it Too Personally. By understanding that something, most likely out of your control, has caused this person to become enraged the better off you’ll be. The worst thing you can do if a person is screaming at you, or giving you attitude, is replying with the same forceful tone. Not Asking for Feedback.

Contact Center 97

Contact Center Feedback Metrics Personalization 97

Fonolo

FEBRUARY 1, 2018

Here’s an example: Have agents pair up and sit with their backs to each other, then let one person describe a drawing while the other draws it. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Together, the two work like magic!

Contact Center 92

Contact Center Call Center Metrics Feedback 92

HGS

OCTOBER 26, 2016

Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure to alter the CX landscape this year. All of this customer preference data builds effective social profiling, which can be used for personalization, customer segmentation, and persona development strategies.

Construction 100

Construction Surveys Personalization Feedback 100

ShepHyken

MARCH 31, 2018

When customers leave a scathing review on Facebook or send a nasty tweet, it is often because the first effort, whether on the phone, through social media, or even in person, was not handled to the customer’s satisfaction. Real-time customer feedback tells you what customers love, hate, and more. But that isn’t always the case.

Marketing 225

Marketing Customer Service Airlines Self service 225

Comm100

NOVEMBER 2, 2017

Depending on how the survey is designed, customers can convey their opinions by providing ratings, answering multiple choice questions, by filling out text boxes, or even by giving vocal feedback. The general rule, however, is that the shorter and easier to answer the survey, the more likely customers are to provide their feedback.

Surveys 84

Surveys Feedback Scripts Customer Service 84

Talkdesk

DECEMBER 1, 2020

Personalization: How an organization tailors a customer’s experience based on the customer’s profile and objective. Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Fonolo

AUGUST 23, 2018

People: Be Personal. In these imagined service spaces, the characters interact meaningfully and personally and, even though they are outside the home, the personal nature of the customer service experience allows them to be their flawed, human selves. White Paper: 9 Critical Contact Center Trends for 2018.

Customer Service 89

Customer Service Advertising Contact Center Government 89

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

Fonolo

FEBRUARY 15, 2018

3) Add a Personal Touch. Organizations that use this data properly can give their customers a better and more personalized experience, outshining the competition. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Call Center 75

Call Center Contact Center Big data Coaching 75

Fonolo

APRIL 4, 2018

Consumers love it because it removes annoyances like waiting on hold, and it feels like a natural extension of their person-to-person communication habits. Again, from the Apple Chat page: “Talk to a real person…Most often, your conversations will be with a live agent. White Paper: 9 Critical Contact Center Trends for 2018.

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Fonolo

MARCH 22, 2018

By offering customer service through a phone call with an actual person, in real time, you’re offering consumers a faster, more efficient method of service. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Plus So Much More!

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Fonolo

DECEMBER 5, 2017

People choose the voice channel if they want to get a problem solved quickly, if they want to communicate with a real person, or if they believe it’s the best way to receive accurate information. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Customer Service 75

Customer Service Management Call Center Morale 75

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Intuitive Agent Experiences and Super-Agent Intelligence.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Vonage

OCTOBER 2, 2017

Negative feedback Complaints are an unavoidable part of business. In reality, around half of UK consumers offer feedback to businesses through social channels – 24% because it’s convenient and 16% believe it’s the most effective way of getting action from a business. Five reasons to calm down: 1. Five reasons to panic: 1.

Customer Service 101

Customer Service Feedback Marketing Accountability 101

Vonage

SEPTEMBER 8, 2017

Negative feedback. In reality, around half of UK consumers offer feedback to businesses through social channels – 24% because it’s convenient and 16% believe it’s the most effective way of getting action from a business. For more on this topic read our white paper How to choose your channels: designing an omni-channel strategy.

Customer Service 101

Customer Service Feedback Marketing Accountability 101

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. What one person considers outstanding work is just average to another.

Contact Center 103

Contact Center Calibration Construction Morale 103

Fonolo

AUGUST 16, 2018

While social media has certainly become the latest place for frustrated customers to provide feedback to businesses with less than stellar customer service, we at Fonolo think it can also be a place to celebrate those who are getting it right. White Paper: CX Trends You Need to Watch in 2018. And you can be a part of it, too.

Customer Service 86

Customer Service Feedback Technology Customer Experience 86

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once So, where does personalization fit into this narrative? Below, we’ll explain how personalizing customer service is central to the entire customer experience–and what that means for your business. Why Personalizing Customer Service Is Important.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once So, where does personalization fit into this narrative? Below, we’ll explain how personalizing customer service is central to the entire customer experience–and what that means for your business. Why Personalizing Customer Service Is Important.

Personalization 52

Personalization Customer Service B2B SaaS 52

Calabrio

JANUARY 2, 2020

The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more. Seamless and consistent communications. We’ve made it easy to communicate with us.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

Kayako

MAY 13, 2022

Customer Community: an online space where customers can share feedback, ideas, reviews, and advice. Companies benefit because customer service agents can focus on customers with more personalized or complicated issues. White papers. They don’t spend as much time on routine tasks, which reduces call center costs.

Self service 110

Self service Airlines Accountability Customer Care 110

Callminer

APRIL 23, 2019

A Contact Center World white paper on security and PCI compliance in cloud-based contact centers offers an example of how this might work: ‘A sales representative might be able to view customer details, but they may not be able to update or delete them.

Best practices 159

Best practices Call Center Banking Contact Center 159

Uniphore

JANUARY 21, 2022

On the CX side, the technology has reached a level of maturity that allows for real-time interaction with actionable feedback based on patient and member emotion, sentiment and intent. Artificial intelligence humanizes and personalizes healthcare CX. Artificial intelligence can do more than just transcribe and analyze factual data.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

Fonolo

MAY 7, 2015

So, why not use them as a means of providing feedback? Connect to Get Honest Agent Feedback. It can often be difficult for call center supervisors to get open and honest feedback about new processes or technology—or even new people. Ensure that you are providing positive feedback, motivating your staff and welcoming feedback.

Call Center 126

Call Center Management Contact Center Coaching 126

AskNicely

DECEMBER 4, 2018

That’s why I’m a big fan of a personal text versus a group one. By sending out your surveys slowly but surely in a drip campaign, you’re able to take real-time action on the feedback provided. . Taking the next best action after receiving feedback is the fuel for your customer experience success. We’ve all been there.

Surveys 60

Surveys Best practices Feedback Call Center 60