ClientSuccess

JANUARY 25, 2021

Additionally, asking a customer to participate in customer marketing initiatives can provide an additional personal touch for customers who may be feeling a little down about their service levels. Conferences and Webinars. Webinar: How We Became a Customer-Obsessed Company. Webinar: Top 6 Trends in Customer Success.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Kayako

MARCH 9, 2017

Train customers through webinars. Hosting webinars or public speaking on behalf of your company is a great way to develop your career. Senior Technical Advocate, Kushal Sharma, has given webinars on Service Level Agreements (SLAs), which are a useful tool for achieving good customer service at Kayako.

Customer Service 82

Customer Service Engineering Coaching Self service 82

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 83

Self service Contact Center Chatbots First call resolution 83

Fonolo

SEPTEMBER 28, 2021

Finish X number of training webinars in Q1. Service level – the percentage of calls answered within a specified time frame. Some examples of individual agent goals might include: Answer X number of phone calls per day. Receive an average score of X on a customer satisfaction survey over 30 days.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

FEBRUARY 12, 2019

How to Efficiently Manage Service Levels with the Right Technology. Given that two thirds of customers are willing to pay a premium for excellent customer service, it is clear that efficiently managing your contact center’s service level is crucial. We talk about: The Role of Workforce Management.

Call Center 67

Call Center Contact Center Service level Technology 67

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 79

Self service Contact Center Benchmark Chatbots 79

teleopti

JUNE 18, 2019

I don’t mean that they don’t know that your service level goal is 80/20, but they don’t know WHY the goal is set to that. The WFM team might be responsible for meeting an 80/20 service level, but there is no background as to why that number was chosen and how they should be expected to meet it. Why is your QA goal a 92?

Service level 72

Service level Contact Center Morale Metrics 72

Fonolo

FEBRUARY 26, 2019

How to Efficiently Manage Service Levels with the Right Technology. Given that two thirds of customers are willing to pay a premium for excellent customer service, it is clear that efficiently managing your contact center’s service level is crucial. We talk about: The Role of Workforce Management.

Customer Service 77

Customer Service Contact Center Call Center Service level 77

Serenova

AUGUST 23, 2019

But striking the balance of maintaining high service levels while controlling costs is tricky. Here’s a summary of webinar highlights. The result is blocked calls, unavailable service, poor overall customer experience and, ultimately, lost business. You can also listen on demand here. New Rules for Scaling to Capacity.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

Fonolo

JUNE 12, 2019

In this one-hour webinar, you’ll learn how call-backs are not only the number one way to manage call center spikes , but can also: Improve the Customer Experience; Lower Telco Costs; Reduce Lower Handle Times; and.

Abandon rate 99

Abandon rate Call Center Contact Center Education 99

Monet Software

MARCH 10, 2021

Numerous contact centers report increased productivity and morale after sending agents home, which helps reduce churn and the associated recruitment, training and service level costs. Check out this webinar ! After all, who can argue with comfortable shoes (or slippers)? Cost-savings. appeared first on Monet Software.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Talkdesk

AUGUST 19, 2015

Do you want information about the quality of your product, the delivery process or the service level? Join our upcoming webinar with customer survey experts, Surveypal. That is why they use Talkdesk - to provide real-time customer service so they can form lasting business relationships with their customers.

Best practices 68

Best practices Surveys Construction Call Center 68

TeamSupport

JUNE 20, 2023

Pro-tip: If you’re utilizing Service Level Agreements (SLAs) (which you should be ?), Click here to watch TeamSupport’s webinar on the topic, with special guest and customer Constellation1, as they provide real-life expertise on these practices. closely monitor your performance data to ensure you’re meeting those requirements.

Best practices 97

Best practices Self service Chatbots Analytics 97

Noble Systems

AUGUST 4, 2020

Use all channels to let your customers know what to expect and what you are doing to improve service during this time of crisis. Use workforce management (WFM) to take the guesswork out of scheduling by automating the process of balancing business demands, staff requirements and service level expectations. APAC – 2:00pm AEDT.

Gamification 86

Gamification Analytics Contact Center Coaching 86

teleopti

AUGUST 13, 2019

Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time. It is essentially the same thing by using automation to rebalance the workload and achieve customer service expectations while mopping-up employee idle time in one go.

Contact Center 71

Contact Center Chatbots Service level Time management 71

teleopti

MAY 20, 2019

WFM is traditionally deployed in organizations for managing staff efficiently in order to meet service levels, avoid overtime expenditure and overstaffing. One valuable, yet underrated tool for managing data for customer experience (CX) strategies is workforce management (WFM) technology. Want to know more about data strategy?

Customer Service 85

Customer Service Service level Technology Management 85

ClientSuccess

FEBRUARY 15, 2021

Here are a few actionable ways to use your new secret weapon to help customers: Set designated service level benchmarks and ask CSMs to meticulously track progress against these goals. Share new content and resources with your customer contacts, including eBooks, webinars, and product notes, to help boost their product value.

Benchmark 59

Benchmark Upselling SaaS Customer centricity 59

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Can you share the main differences in the expected service levels for LATAM customers vs. US customers? Well, if you’re Aruba, you go digital.

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115

Playvox

APRIL 14, 2022

Not enough scheduled agents will negatively impact service levels, while overstaffing is bad for the budget. The performance of workforce planning can be measured by: Service levels Abandon rates Occupancy rates Utilization Forecast accuracy. Workforce Planning is Like Planning a Party.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

Noble Systems

SEPTEMBER 29, 2020

Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch.

Management 86

Management Gamification Quality management Schedule adherence 86

Fonolo

APRIL 11, 2019

The must-have “ service level ,” call abandonment rates, first call resolution (FCR), average speed of answer (ASA), average time in queue, and other metrics are top of mind for managers and agents alike. How to Reduce Contact Center Costs AND Improve Customer Service. Use Advanced Analytics.

Contact Center 87

Contact Center Abandon rate Call Center Analytics 87

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. In this blog, we’ll cover some of the capabilities that will be explored in the upcoming Enghouse Interactive ‘Seeing is Believing’ demo webinar. Transform the Contact Center with Microsoft Teams (blog Series).

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

CSM Magazine

MAY 21, 2021

How can you expect your team to offer the best level of customer service if they don’t know what they are supposed to be doing? If customer service levels drop, retrain your team until it is perfect. How accessible is your customer service team? Host Some Webinars. Implement Live Chat.

Customer Service 52

Customer Service Service level Personalization Management 52

Spearline

OCTOBER 5, 2021

Proactively manage carriers to ensure a consistently high-quality service and monitor adherence to service level agreements (SLAs). Protect your brand and your customer engagement by responding rapidly to any issues affecting your global contact numbers.

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

Fonolo

OCTOBER 24, 2019

In this one-hour webinar , you’ll learn how call-backs are not only the number one way to manage call center spikes , but can also: Improve the Customer Experience; Lower Telco Costs; Reduce Lower Handle Times; and.

Abandon rate 75

Abandon rate Call Center Contact Center Education 75

ProProfs Blog

SEPTEMBER 27, 2019

You may even set up your workflow rules around filters, service level agreements, and priorities. . Your customer support team, of course, can’t address and resolve loads of customer queries and requests on varied platforms like forums, webinars, email, social media, etc. Which is why you need a solution.

Customer Support 106

Customer Support Metrics Surveys Customer retention 106

NICE inContact

SEPTEMBER 5, 2018

As agents become more proficient, their service levels improve, and so does contact center performance. Register and attend this webinar to learn more about how quality can improve performance, including: What is the definition of contact center quality. Which KPI’s are recommended to measure the quality of processes.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Enghouse Interactive

JULY 7, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. By integrating the Contact Center with Teams , organizations can significantly improve the service levels they provide to their end customers by ensuring their agents are supported with the best possible tools to meet their needs.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

JUNE 17, 2020

Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . When properly set up and managed, a complete and comprehensive Knowledge Base can drastically improve overall service levels. Transform the Contact Center with Microsoft Teams (blog series). Blog #1 Enhancing the Customer Experience.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Fonolo

APRIL 16, 2019

To me, it’s a sign that this company “gets it,” and that I am likely in for a great customer service experience. How to Reduce Contact Center Costs AND Improve Customer Service. How’s that for setting the tone?

Call Center 108

Call Center Contact Center Engineering Construction 108

teleopti

DECEMBER 16, 2019

The latest predictive and prescriptive analytics provide anticipatory insights into call volumes while suggesting data-driven best practices to exceed service levels. For more information on where we are going and what we are thinking about for 2020, head on over to the webinars page at Calabrio.com!

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Customer Service Life

SEPTEMBER 22, 2017

One thing that’s really easy to do as a customer service leader is to attend a webinar or read a blog about a hip, new support channel and immediately say, “We should be offering that support channel…” If that sentence ends with “…because everyone else is” let me stop you right there.

Interactive Voice Response 136

Interactive Voice Response outsourcing Service level Marketing 136

NobelBiz

FEBRUARY 27, 2024

By ensuring that the right number of agents, with the appropriate skill sets, are available at the right times, call centers can significantly improve their service levels and customer satisfaction. Achieving these goals requires a special balance between the human touch and technological innovation.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Talkdesk

APRIL 8, 2016

Earlier this week, Talkdesk had the pleasure of hosting a live webinar with SpotHero’s resident data expert, Nate Peace. Over the course of the webinar, Nate shared some of the wisdom he has learned as SpotHero’s Support Operations Lead and offered valuable advice to listeners during a lively Q&A session.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

Fonolo

FEBRUARY 13, 2019

Little research has yet been carried out into the expectations of customers around web chat service levels …” For web-based chat, the average wait times are less than 10 seconds for 17% of respondents, and less than 30 seconds for a further 42%. Our favorite chart: How to Efficiently Manage Service Levels with the Right Technology.

Contact Center 57

Contact Center Call Center APIs outsourcing 57

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. Over time, this evolution will drive the need for more highly skilled agents in order to provide expected service levels.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Playvox

JANUARY 12, 2023

Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective. Customers’ high expectations — not to mention your service level agreements with them — require companies to deliver timely service. When you can’t be sure, you put your service levels — and your customer relationships — at risk.

Quality management 69

Quality management Coaching Contact Center Best practices 69