Customer Bliss

AUGUST 18, 2020

They need to not only possess the right soft skills that come in handy during customer interactions, but also be able to take on more workload and handle the pressure that comes with a global pandemic like this. Assess Their Tech Skills. At Hiver, Niraj is responsible for defining the vision and strategy of the business.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Execs In The Know

MAY 22, 2023

The answer may differ depending on individual needs, but ultimately, an ideal employee experience should be uplifting and impactful. The answer may differ depending on individual needs, but ultimately, an ideal employee experience should be uplifting and impactful. What does a positive agent-focused employee experience look like?

CX 64

CX Technology Technology Construction 64

Fonolo

OCTOBER 5, 2023

You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. In this post we’ll look at chatbots, their functionality and how they differ from the tried-and-true IVRs they sometimes seem to mimic. 2023 was all about chatbots. Join us Oct. Save your seat! So, let’s dive in!

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

ProProfs

MAY 24, 2022

Assessments have always been considered a systematic way of collecting, reviewing, and using the information to identify existing knowledge gaps and provide a great learning experience. The purpose of internal assessment is to judge a candidate’s credibility and knowledge concerning a particular subject or a discipline. .

Start-ups 52

Start-ups Sales Construction Engineering 52

ProProfs

MAY 31, 2022

This astonishing statistic feels even more surprising when you consider the fact that as many as 70% of employees report not having the adequate skill level for their job. . Did you know that companies around the world spend over $350 billion every year on workplace training? . The reason for this gap is fairly obvious. The solution?

Legal 52

Legal Customer Satisfaction Close the Loop Start-ups 52

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading documentation and knowledge articles, testing the product or service, and shadowing experienced agents.

Contact Center 79

Contact Center Non-Profits Education Healthcare 79

Lumoa

JANUARY 9, 2018

Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Callminer

APRIL 21, 2020

Employees are different, based on their unique work and life experiences. The role of a call center manager is complex and challenging. Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Intercom

SEPTEMBER 28, 2023

As their roles evolve, support reps are gaining valuable skills that open up exciting career opportunities, like helping customers to build and optimize their automation strategies. Their insights can help create a robust knowledge base and a more intuitive automation flow. Suddenly, AI is everywhere.

AI 59

AI Start-ups Education Customer Service 59

Fonolo

NOVEMBER 15, 2017

This is not necessarily a quality you were born with either; it may be a skill you developed overtime. Example: The ability to solve problems without being able to see them, is a sign that you are extremely knowledgeable about a product. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Contact Center Social Media Education 100

CSAT.AI

MARCH 18, 2020

When we put out our blog last week on facing changes we didn’t yet know how big they would be. Choose tools that unify your team like cloud project management apps and a digital knowledge base. Stagger shift changes so the next shift has the benefit of knowledge of some who have been on the previous shift. Lead by example.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

ProProfs

MARCH 19, 2021

What Are Soft Skills? Examples of Soft Skills. Soft Skills Vs Hard Skills. What Are Soft Skills in the Workplace. Importance of Soft Skills in the Workplace. How to Develop Soft Skills in the Workplace. What Is Soft Skills Training? Benefits of Soft Skills Training. What Are Soft Skills?

Education 52

Education Start-ups Business Operations Construction 52

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . Tyler Riddell. One of the most important aspects of a call center is that phone traffic flows correctly…”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Beyond Philosophy

OCTOBER 20, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need. I will start with the first area: People.

CEM 114

CEM Customer-Centric Organization Social Media Customer Experience 114

TeamSupport

DECEMBER 21, 2018

Aptitude refers to customer service skills that can be developed through training. A well-designed training program can equip even a candidate with just a basic understanding of the business with in-depth knowledge about the industry, the company’s policies and processes, and the operational tools required for the job.

B2B 49

B2B Customer Service B2C Customer Experience 49

Lightico

MARCH 23, 2022

In this blog post, we will discuss the MGA business model and explain the differences between an MGA and a broker. In this blog post, we will discuss the MGA business model and explain the differences between an MGA and a broker. An MGA typically acts as a middleman between the insurer and the insured.

Retail 52

Retail Innovation Sales Customer Service 52

Beyond Philosophy

OCTOBER 21, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need. I will start with the first area: People.

Social Media 92

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 92

Help Scout

DECEMBER 26, 2018

It was such a good speech we talked her into writing it up for our blog audience. In this piece, Help Scout’s Lead Recruiter, Leah Knobler, shares how she approaches recruiting with empathy — the secret sauce to consistently hiring skilled people who add value. We hope you enjoy reading them as much as we enjoyed creating them.

Sales 40

Sales Finance 40

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. With many new players in the market, it makes sense to spend a few moments discussing how voice and chat analytics are similar and different while also highlighting some of their key benefits. Click here to read the original. Voice Analytics.

Machine Learning 60

Machine Learning Contact Center Artificial Intelligence Engineering 60

Customer Bliss

APRIL 27, 2016

Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area. Empathy, or your ability to connect with others. Improve Listening Skills: The Background Approaches. It turns out the models are very similar.

Social Media 69

Social Media Start-ups Education Customer Loyalty 69

Comm100

AUGUST 11, 2016

There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. Luckily, an operator with the right skills can handle multiple channels like a champion. Take Action: Write down the different tasks you do throughout the day, and review them at the end of the week.

Customer Service 43

Customer Service Start-ups Gaming Manufacturing 43

ProProfs

MAY 9, 2023

In this blog post, we will explore the concept of quiz funnels in more detail, including their benefits and examples. The quiz aimed to help users find their ideal scents by asking them to choose between various colors and fragrances that align with their personal preferences. If yes, keep reading! What Is a Quiz Funnel?

Social Media 52

Social Media Sales Start-ups E-commerce 52

Beyond Philosophy

OCTOBER 21, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need. I will start with the first area: People.

Social Media 68

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 68

Confirmit

JANUARY 27, 2020

We thought this blog would be helpful to share with a wider audience so that Confirmit can continue to receive feedback on trends affecting the industry. I was delighted to be invited by Confirmit to a dinner held at the superb Kerridge’s Bar & Grill, together with a number of insight agency leaders. This is available on Amazon!

Social Media 52

Social Media AI Non-Profits Artificial Intelligence 52

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. How to overcome those challenges?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Fonolo

MAY 17, 2017

In this blog, we’ll take a look through some essential infrastructure for the modern contact center, before taking a look at some emerging solutions that could greatly benefit your contact center. 10 Contact Center Technologies You Should Know. New Contact Center Technologies You Should Consider. An Automatic Call Distributor (ACD).

Contact Center 70

Contact Center Technology Technology CRM 70

Provide Support

MAY 25, 2015

8 Tips to increase customer support staff productivity. The question of employee productivity has always been a major concern for any company that is trying to evolve and grow. And indeed, productivity is closely tied with the income rate. At the same time, it is a true inspiration to see both your employees and customers happy.

Customer Service 89

Customer Service Customer Satisfaction 89

Comm100

DECEMBER 8, 2020

They are less skilled at handling more complex questions and tasks and are limited by their ability to work on a prior script. It takes patience and dedication. Plus, streamlined processes to get things rolling in the right direction. Enter automation. These solutions are here and they are here to help. What is a Chatbot?

Customer Satisfaction 53

Customer Satisfaction Social Media Sales Artificial Intelligence 53

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Did you get frustrated, or did you try calmly explaining the problem in a different way?”. Download Now.

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Pratibha Vuppuluri. Alexander M.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Pratibha Vuppuluri. Alexander M.

Customer Service 182

Customer Service Start-ups Education Gaming 182

ProProfs

DECEMBER 5, 2022

In this blog post, you’ll find everything you need to know to develop and execute a winning talent assessment strategy. Talent assessment refers to how companies evaluate the skills, knowledge, cognitive abilities, and personality traits of job applicants and employees. Communication Skills Assessments.

Start-ups 52

Start-ups Sales Customer Relationship Management Business Growth 52

Intercom, Inc.

DECEMBER 18, 2019

In the past 12 months on Inside Intercom, we’ve published nearly 200 blog posts covering everything from product launches to product strategy ; from growth stories to goal setting ; from building teams to bot skills ; from sales insights to stand-up comedy. We’ve launched three new podcast series and released 58 individual episodes.

Non-Profits 30

Non-Profits Sales Start-ups Engineering 30

Zendesk

JUNE 15, 2023

With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise. Even volunteer positions can lend credence to any abilities you claim. Do: Use an objective statement and lean into your soft skills.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

ProProfs

APRIL 17, 2023

That’s exactly what we’ll explore in this blog post. Matching tests and questions are ideal for testing factual knowledge and are commonly used in assessments conducted for education, training , hiring, and more. Even today, whenever I come across an online matching quiz , I feel compelled to check it out. Let’s dive in.

Social Media 52

Social Media Education Gaming Start-ups 52

ProProfs

OCTOBER 26, 2022

Customer service assessments provide a quick and easy way to analyze skills and attitudes crucial for customer service roles. In this blog, you’ll learn all about customer service assessments, including how to create and optimize them and what skills and attributes to measure using them. Soft skills assessments .

Customer Service 52

Customer Service Entertainment Start-ups Sales 52

UJET

MAY 19, 2020

Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. Experienced agents will already have the conversational and product knowledge and may only need support platform training.

Compliance 82

Compliance Education Contact Center Customer Experience 82