Adrian Swinscoe

SEPTEMBER 10, 2023

In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […] The post Recent research suggests that something has to change in the contact center space first appeared on Adrian Swinscoe. It’s not been a great couple of months for customer experience.

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Contact Center Customer Experience 246

UJET

MAY 17, 2018

In less than a week, we’ll be heading to the ICMI Contact Center Expo & Conference in Orlando, Florida!

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Contact Center 56

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week. He is excited to share earned secrets on how to automate the knowledge work done in contact centers.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Help Scout

AUGUST 22, 2023

Your contact us page is the first place customers go for answers on your website. See contact us page examples from top companies for ideas on how to design yours right. Read the full article

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Inside Customer Service

JULY 13, 2023

My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite. I once got a chance to tour the human resources contact center at Starbucks. The remote team member joined us via a video conference to give our group a coffee tasting tutorial.

Contact Center 187

Contact Center Customer Service 187

Inside Customer Service

NOVEMBER 9, 2023

It works by tapping into your existing data to answer a fundamental question: Is the customer happier at the end of the contact than they were at the beginning? Unlike a survey that only measures customer satisfaction after a contact, the sentiment arc measures the change in customer satisfaction over the course of a contact.

Customer Survey 214

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 214

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. And guess who’s going to handle the complaint if the CEO personally brings it to the attention of the contact center?

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Contact Center Customer Service Customer Experience 100

Lumoa

OCTOBER 26, 2022

Future of Customer Contact Conference | February, 9 | London, UK. Customer Contact Week Europe Exchange | March, 7-8 | London, UK. Customer Experience Transformation | March, 7-8 | Miami, US. X4 The Experience MGMT Summit by Qualtrics | March, 7-9 | Salt Lake City, US. Pharma CX Summit | March, 22-23 | Princeton, US .

Customer Experience 94

Customer Experience Contact Center Innovation CX 94

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. Contacting people about products or services can take time and effort. Following older norms, like sending thank-you notes after interviews, can set us apart positively.

Technology 89

Technology Technology CX 89

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

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. Image by www_slon_pics from Pixabay.

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Contact Center Text Analytics Engineering Social Media 130

Intercom, Inc.

JULY 6, 2022

If you joined us for New at Intercom last month, you may already have some idea of what’s in store on Built For You this month, (but if not, you can watch it on-demand here ). Now you can map your sender address to the inbound address your customers contact you from. Learn how to set it up here.

Start-ups 210

Start-ups Customer Retention 210

Customer Service Life

DECEMBER 20, 2023

As I continue to mull over this idea, or perhaps the fantasy of never saying no to a customer, I’ll openly admit that I don’t think preventing contact center agents from saying particular words or phrases stops them from telling a customer we can’t do something for them. There was nothing that could be done. Who cares about these limitations?

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Inside Customer Service

MARCH 11, 2021

This past year has been tough on contact center agents. Some contact centers endured unimaginable spikes in volume. About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. The survey was conducted in 2020.

Contact Center 256

Contact Center Customer Feedback Gaming Customer Service 256

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad says this is because of a unique combination of properties that our phones exhibit: We have the phone with us almost always because it’s small. We rely on our phones to give us the ability to use it whenever and wherever we want. We employ the phone for personal contact with friends and family.

Transportation 349

Transportation Technology Technology Social Media 349

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Contact center professionals? I’ll offer up two pieces of advice on how to motivate your contact center team.

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Contact Center Non-Profits Technology Technology 271

Intercom, Inc.

DECEMBER 6, 2022

Here are some of the ways it makes us better designers by encouraging us to: . With this principle reminding us to work towards personal experiences, we’re encouraged to consider time-based efficiency, user activity, and behavior to develop smart, adaptable, and contextual defaults. Consistently prioritize user needs.

Artificial Intelligence 129

Artificial Intelligence Customer Satisfaction Machine Learning Omnichannel 129

Logicalware

MARCH 21, 2024

Are you ready to take your contact centre operations to new heights? Join Elevate ’24 – the leading contact centre conference that will empower you to transform your operations in the age of AI. Discover strategies that will drive growth and ensure your contact centre stands out from the competition.

CX 52

CX AI Social Media Innovation 52

Customer Service Life

OCTOBER 28, 2023

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. Most people working in the contact center industry call this First Contact Resolution or Next Issue Avoidance. I don’t actually think it’s a silly question as long as it’s used in the right context.

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Contact Center Customer Satisfaction Customer Service Customer Experience 104

Inside Customer Service

APRIL 11, 2024

Here's what this guide covers: Resources Required Preparation Pre-work Week 1: Kick-off Week 2: Building Rapport Week 3: Exceeding Expectations Week 4: Solving Problems Resources Required You'll need these resources to use this training plan. Contact LinkedIn Learning for pricing and subscription options if you don't already have access.

Customer Service 219

Customer Service Start-ups Customer Expectations 219

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.

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Contact Center Sentiment Analysis NPS Customer Satisfaction 151

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.

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Contact Center Management Consulting Gaming Innovation 148

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. Indeed says, the average hourly rate for US call center agents is $16.50.

Data Entry 155

Data Entry Contact Center Education Social Media 155

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.

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Contact Center CX NPS Start-ups 126

Logicalware

FEBRUARY 18, 2024

With 2,000 to 2,500 calls pouring in weekly, they shoulder the responsibility of being the primary and ultimate point of contact for the Royal Borough of Kingston Upon Thames. And we hope to continue to do that with the help and use of Puzzel,’ shares Tom. Our old telephony system was unstable and unreliable.

Government 59

Government Omnichannel AI Touchpoint 59

Zendesk

FEBRUARY 13, 2024

25 customer apology letter templates and examples [gated-cta-in-post] Finding the right words to apologize doesn’t need to be difficult—let us help. Please reach out to us at [your contact information]. Thank you for your patience and for allowing us to improve and serve you better in the future.

Customer Satisfaction 52

Customer Satisfaction Start-ups Customer Service Customer Loyalty 52

Totango

NOVEMBER 16, 2023

Users can search and select accounts and contact information, access touchpoint templates, and log a copy of the email to that account’s timeline as a touchpoint in Totango. “I’ve Rather than hopping back and forth between screens, this extension allows you to access pertinent account data from Totango without leaving Gmail.

Outlook 107

Outlook Touchpoint CX Customer Experience 107

CSAT.AI

JANUARY 25, 2023

But does this debate apply to the contact center work from home model? Surveys have borne this out in the US. It looks like this struggle is predominantly in US cities, with smaller communities tending to return to pre-pandemic in-office schedules. There’s a lot of talk around the work from home and return to office debate.

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Contact Center Sentiment Analysis AI CX 96

Logicalware

APRIL 20, 2022

Everyone contributes to us being able to perform our tasks in the best possible way,” he says. When we were looking for smart solutions, we contacted Puzzel,” Garth said. Puzzel tailored a multichannel solution for our needs, and we’ve used it ever since.”?. According to Garth, this is extremely important. Delighted customers.

Customer Service 98

Customer Service Customer Satisfaction Customer Survey Customer Relationship 98

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. Our 2024 trends document covers it all.

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Contact Center Artificial Intelligence Sports AI 81

Customer Think

DECEMBER 1, 2022

“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” I have spent hours contacting a cell phone provider over a […].

Customer Service 122

Customer Service Retail 122

Beyond Philosophy

APRIL 11, 2024

To get us started with our answer, we turn to Eckhart Boehme , Founder and Managing Director of Unipro Solutions , who contacted us as part of our podcast’s “ None of Us Are as Clever as All of Us ” feature, where people submit their ideas, and thoughts, opinions, reports, statistics, or whatever else.

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?

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Compliance Finance CX Customer Service 52

Fonolo

NOVEMBER 16, 2023

And call centers are quickly getting onboard, with as many as 75% of contact centers currently using chat solutions to boost productivity. In the contact center world, where interactive voice response tools have been deployed for years, it’s easy to see the similarities between simple chatbots and familiar, reliable IVRs.

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Contact Center AI Technology Technology 75

Fonolo

FEBRUARY 14, 2023

Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload. Best Processes to Automate in Your Contact Center The rise of AI and machine learning has dramatically – and suddenly – increased the number of call-center processes that can benefit from automation.

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Contact Center Artificial Intelligence AI Machine Learning 135

DMG Consulting

FEBRUARY 19, 2024

In general, the research shows that the “number of US workers who say they are angry, stressed, and disengaged is climbing, according to Gallup’s 2023 workplace report,” according to a report late last year by the Wall Stree Journal. percent of US workers were satisfied in 2022—up from 60.2 Contact center agents care where they work.

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Contact Center Sales Customer Service 48

Customer Think

OCTOBER 16, 2023

When a potential client contacts us to inquire about customer journey mapping, we first ask, “What […] At Heart of the Customer, we’re known for creating world-class journey maps. You could even say I’m driven by it, as you can see from my license plate!)

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Customer Journey Map Customer Experience 81