Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? They need to know that you do, too.

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

Inside Customer Service

OCTOBER 12, 2023

Imagine two customers call a contact center at the same time. The second study analyzed 941 customer email interactions with a consumer durables company. When I managed a contact center, repeat contacts were also significantly reduced when reps used concrete language. Alton uses general language. Is today a business day?

Customer Satisfaction 225

Customer Satisfaction Contact Center Start-ups Retail 225

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 83

Contact Center Start-ups Customer Satisfaction Customer Service 83

Inside Customer Service

MAY 6, 2021

The company wasn't sharing any helpful information via it's ecommerce system. The company's contact information was intentionally buried. You'd think companies would have figured out how to make basic online interactions simple and reliable by now. Another study asked 1,063 consumers about online retail experiences.

Retail 214

Retail Customer Experience Customer Service 214

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on. Read More.

Contact Center 246

Contact Center Outlook Gaming Education 246

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Inside Customer Service

JUNE 23, 2022

This guide summarizes what I've learned about getting customers to give you a second chance after a service failure. A 2011 study by Venessa Funches revealed that 42 percent of customers stopped doing business with a company after a service failure, while an additional 35 percent reduced the amount of business they did.

Customer Acquisition 162

Customer Acquisition Social Media Customer Retention Start-ups 162

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued. Key Ideas to Improve your Customer Experience.

Contact Center 148

Contact Center Management Consulting Gaming Innovation 148

Inside Customer Service

JANUARY 11, 2024

You could see exactly what the customer was talking about and vice-versa. What about the next light?” When my car got a minor scratch on the rear bumper, the salesperson at the bumper company asked me to text a few photos of the damage. The customer can’t see something that should be right in front of them. It’s solid green.”

Customer Service 235

Customer Service 235

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? Learn more about Sheri and CRMXchange here and here.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Situations like this are definitely enough to raise the collective blood pressure in your contact center.

Contact Center 100

Contact Center Customer Service Customer Experience 100

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What AI tools Will Improve Contact Center CX?

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Beyond Philosophy

APRIL 4, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return. It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return.

Social Media 60

Social Media Sales Technology Technology 60

Beyond Philosophy

MARCH 29, 2024

Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact. Job candidates get ghosted by companies during interviews, and vice versa. Contacting people about products or services can take time and effort. Even social invitations are not immune.

Technology 88

Technology Technology CX 88

Intercom, Inc.

JANUARY 25, 2022

Plus, there are the added benefits of taking away manual tasks, creating a more personalized experience for new contacts, and cutting down on customer acquisition costs. See a complete picture of the prospect journey with a unified contact timeline that automatically logs conversations and activities.

Sales 216

Sales Artificial Intelligence CRM Customer Acquisition 216

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Triant has been with the company for over two years, but in this area for over 20. So, why would customers want a company to provide a proactive experience?

Contact Center 147

Contact Center Sentiment Analysis Artificial Intelligence Start-ups 147

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Fonolo

JANUARY 19, 2023

According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%. But stressful industries like contact centers stand out. The numbers are sobering. Every field has employee turnover, of course.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Fonolo

OCTOBER 20, 2022

The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more. There’s a staggering amount of sensitive information that flows through a contact center every day. DID YOU KNOW?:

Contact Center 146

Contact Center Start-ups Technology Technology 146

Intercom, Inc.

MAY 13, 2022

Some companies may even choose to outsource their customer support to a company that specializes in handling calls as cost and resources may be a deciding factor. The best call center employees are helpful, attentive, empathetic, and knowledgeable about many aspects of the company for which they work.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Taylor Reach Group

AUGUST 13, 2021

Last spring when the Covid19 pandemic began, companies were forced to make many changes to how they operated. This was a learning experience for the center leadership, the company, and the agents. According to the research we completed in May 2020, only 15% of contact centers had active and existing remote or agents working from home.

Contact Center 170

Contact Center Start-ups Technology Technology 170

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. This isn’t my favorite question to answer and yes, I’ve had to answer it many times during my contact center career. As contact center professionals, we literally listen to the voice of the customer all day every day. Agents typically know about issues before managers do.

Contact Center 130

Contact Center Text Analytics Engineering Social Media 130

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Download the full industry report FREE: The State of the Contact Center 2020 .

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Fonolo

OCTOBER 5, 2021

The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). A company’s NPS can be an easy way to predict business growth over the coming months or years.

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. And their answers may not be what you expect.

Contact Center 126

Contact Center CX NPS Start-ups 126

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. Contact centers use a few different metrics to measure customer experience.

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Well, no more!

Healthcare 165

Healthcare Pharmaceutical Hospitality Hospitality 165

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. One good thing about the Job to Be Done framework is it’s simple to understand.

Sales 78

Sales Customer Experience 78

Logicalware

APRIL 17, 2024

For contact centres operating within the financial services sector, this has marked a significant shift towards more consumer-centric operations. But what exactly does this mean, and more importantly, how can contact centres adapt to not just comply, but thrive under these new regulations?

Compliance 52

Compliance Finance CX Customer Service 52

Fonolo

JANUARY 28, 2021

An unsung hero of the contact center, managers are typically known for overseeing daily operations. So how can contact center managers help your business shine in the eyes of your customers? FACT: ‘ Customer perception ’ is a term used to describe a consumer or a group of consumers’ thoughts and feelings about a company.

Contact Center 175

Contact Center Customer Satisfaction CX Sales 175

Logicalware

FEBRUARY 22, 2024

However, with heightened demand and changing customer expectations, contact centres and their agents find themselves in a pressured situation, ultimately affecting the customer experience. Now, let’s have a look at the importance of training in the contact centre and how this can ensure happy employees – and in turn – happy customers.

Customer Satisfaction 52

Customer Satisfaction AI Innovation Customer Experience 52

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work. Both are hot-button topics this year.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Trends 2021. The Great Contact Center Diaspora. Here’s what they said.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Fonolo

JANUARY 31, 2023

Still have questions about call center training? Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. It’s a pretty safe bet that if your agents feel aligned with company values and are recognized for their hard work, they’ll stick around for years to come.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Taylor Reach Group

JANUARY 6, 2023

As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . We have seen Contact Centers struggle to find and retain workers. We have seen more than 20 months of long wait times due to “higher than normal contact volumes”. . By Colin Taylor.

Contact Center 117

Contact Center AI Healthcare Innovation 117

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78