Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Whenever encountering white papers that conflate the connection between employee engagement and happy customers, the above questions need to be asked.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

24-7 InTouch

MAY 3, 2024

This white paper briefly outlines the data-driven research from the pilot study for Superpunch Care. Read the full white paper here. The post White Paper: AI-Powered Innovation Is Reshaping Workforce Well-Being appeared first on IntouchCX.

Enterprise 59

Enterprise Metrics Technology Personalization 59

Callminer

FEBRUARY 19, 2020

Effectively screening for the best available recruits and nurturing their development into top-notch agents involves considering numerous factors, such as the following: Personality. People with a penchant for learning new concepts and a touch of self-motivation where improvement is concerned tend to be the best fit for this type of work.

Call Center 287

Call Center Accountability Technology Customer Support 287

Jon Arnold

MAY 31, 2023

When it comes to personalizing customer experience, this is just one more form of interaction that is fully in the control of the contact center. If you’re amenable to thinking more broadly about what on-hold can look and sound like, I think you’ll find my latest white paper of interest. The paper was sponsored by Aizan Inc. ,

Construction 59

Construction Contact Center Personalization Customer Experience 59

CCNG

AUGUST 17, 2022

The goal is not to amass a larger audience, but to build important personal and professional relationships that enhance your knowledge and expand your abilities. For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Ask your trusted connections for connections.

Best practices 195

Best practices CCNG Enterprise Contact Center 195

Inbenta

OCTOBER 30, 2024

Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

Self service 52

Self service Benchmark Chatbots Enterprise 52

CCNG

AUGUST 3, 2022

We all have something worth sharing stemming from the information we consume, the events we experience and our personal insight. For a complete list of all 24 best practices you can use this link for a copy of the full white paper. When you run across a valuable article, webcast, book or blog don’t keep it to yourself.

Best practices 195

Best practices CCNG Marketing Personalization 195

Fonolo

NOVEMBER 29, 2018

In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. By adding playful elements such as competition, rewards, and recognition in your contact center, you can facilitate and reward learning, creativity, and social and personal growth. Investing in Agents.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Fonolo

JUNE 14, 2018

Overhauling company infrastructure to provide a more ‘personal’, intimate customer experience: Companies who have seen success in both online and in-store sales continue to reach the customer at every turn, via pop-up shops, alerts, and other innovative means. Working to improve chatbot technology is a trend to consider this year.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

ShepHyken

NOVEMBER 24, 2017

Provide the same level of service that you would in person or over the phone, take any opportunity to go the extra mile, and who knows—perhaps someday, you’ll be looked at as the prime example of how others should be using social media! This is a simple and effective way to make each customer feel that their time and patronage is valued.

Customer Service 223

Customer Service B2B B2C Accountability 223

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. As part of his role, Hoffman works directly with clients on projects such as e-books, white papers, executive Q&As, case studies, and webinars. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

CCNG

DECEMBER 1, 2022

The more you work in isolation the greater your risk for personal burnout and professional stagnation. For a complete list of our best-practices you can use this link for a copy of the full white paper. We’ll leave you with one final thought and recap a full spectrum of strategies.

Best practices 195

Best practices CCNG Personalization Customer Service 195

Callminer

FEBRUARY 5, 2020

For more information on leveraging Voice of the Customer solutions with data-driven strategies, as well as recognizing their impact on brand loyalty and your business’s bottom line, download our white paper, Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight.

Best practices 251

Best practices Call Center Metrics Surveys 251

Callminer

NOVEMBER 9, 2020

For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI. Fraudulent callers may not be able to answer particularly personal questions about a customer. Caller fails voice biometrics screening.

Call Center 345

Call Center Banking Contact Center Accountability 345

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Adopting a personal touch in customer service interactions will become indispensable. Keep reading to see what is on the radar for 2021.

Call Center 376

Call Center Technology Banking Contact Center 376

Callminer

APRIL 20, 2020

For more information on how artificial intelligence can help your company overcome new obstacles, take a look at our white paper, How AI Improves the Customer Experience. ” – Derek Gallimore, The strong future of outsourcing: White Paper , OutsourceAccelerator.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

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

TechSee

OCTOBER 7, 2024

For a more detailed analysis, be sure to download our comprehensive white paper and industry report. When customers experience efficient issue resolution and personalized interactions, their trust and engagement with the brand grow. Improved first-call resolution rates lead to higher customer satisfaction.

First call resolution 124

First call resolution Transportation Customer retention Technology 124

Callminer

MAY 27, 2020

For additional information on improving the customer experience through analytics, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Well-trained call center agents can provide a personalized, human touch to communication over the phone that other mediums might not register as readily.

Contact Center 207

Contact Center Call Center Interactive Voice Response Self service 207

Callminer

APRIL 30, 2020

For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance. “Realize that just like you, other factors may come to play and affect the person’s interaction with you. Identify core concerns if a customer is venting.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Fonolo

JUNE 20, 2018

More and more, a way of standing out from the crowd and winning over customers is by ensuring a top-notch, personal experience from start to finish. Make the customer experience as personalized as possible. Celebrate your greatest customers, both publicly and personally. Take it personally. Being memorable. Be proactive!

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs.

Contact Center 111

Contact Center Average Handle Time First call resolution Self service 111

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. And always check back – life moves fast and personal priorities shift. Leverage personality assessments for better team-building.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

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 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

TechSee

SEPTEMBER 30, 2024

To gain deeper insights into the impact of these technologies, make sure to download our white paper. In the realm of customer service, generative AI helps create personalized responses, predict customer needs, and suggest optimal solutions based on vast datasets.

Automotive 109

Automotive First call resolution Healthcare Scripts 109

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. For more insights on the latest customer experience trends in the call center industry, download our recent white paper, Contact Center & Customer Experience Trends 2018.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Fonolo

OCTOBER 20, 2022

The personal email addresses, passwords, and credit card numbers that are all in a day’s work for a call center, are very desirable to cyber criminals. Read on for a quick overview of call center security, or take a deep dive on the topic with our comprehensive white paper. It won't cost you a penny, we promise.).

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

CSM Magazine

JANUARY 15, 2025

Personalize the Communication To keep customers engaged, start with clear, personalized communication. With AI, you can streamline communication by offering real-time data and predictions to personalize interactions even more effectively. Look at your business through their eyes. Are you making it as smooth as possible for them?

Chatbots 52

Chatbots Sales Customer retention Personalization 52

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

Talkdesk

MAY 28, 2020

In the white paper “ Voice over VPN vs. voice over cloud: a side-by-side comparison ” we explore why a cloud alternative makes the most sense in terms of speed, cost and reliability when you need to transition thousands of customer support agents to a work-from-home (WFH) environment.

Contact Center 79

Contact Center Personalization Customer Support Technology 79

Kayako

OCTOBER 6, 2015

White papers. White papers are similar to ebooks, but they are generally shorter and focused more narrowly targeted. Our section on building transparent culture was taken from a blog post we wrote that received 39 comments — a lot for a company’s personal blog — and lots of shares on different social networks.

Marketing 96

Marketing Education Best practices Analytics 96

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. Look for: Unfocused questions or points not related to the issue.

Call Center 345

Call Center Contact Center Finance Consulting 345

Customers That Stick

SEPTEMBER 18, 2014

A white paper compiled by PunchTab indicates that many Millennials shop online daily.). Focus on connecting personally, virtually. Despite their heavy reliance on mobile devices and technology, Millennials want a sense of personal connection with a brand’s loyalty program.

Customer retention 133

Customer retention Surveys Sales Technology 133

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. Once they do reach a live agent, they’re already annoyed by the experience and place blame on the wrong person; the CSR.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

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