Inside Customer Service

APRIL 28, 2022

I once delivered the same customer service workshop over 200 times in a two-year period. Yet it was only the motivated employees who I could count on to go back to work and implement new skills. The big variable was the manager. The employee made it clear she didn't want to be in the customer service training class.

Customer Service 130

Customer Service 130

Inside Customer Service

JULY 8, 2021

That's the question a customer service leader recently asked me. The team had gathered to take my Customer Service Foundations course on LinkedIn Learning. The manager wondered if this was too much, or too little time. 70 percent" = learning from daily work Most of what we learn comes from experience.

Customer Service 147

Customer Service 147

Execs In The Know

NOVEMBER 22, 2022

This shift in mindset will enable companies to improve their staffing strategies, optimize their efficiency, and provide a delightful and consistent experience for customers every time. . Operating in multiple languages adds complexity and management overhead. Five Considerations for Multilingual Contact Center Operations.

Contact Center 98

Contact Center CX Technology Technology 98

Callminer

OCTOBER 3, 2019

Empathy, exceptional listening skills (and a willingness to listen to the customer ) are also important traits for call center reps to possess. Because your call center representatives play a major role in how your company (or your clients’ companies) are perceived by customers, your reps’ characteristics have a big impact on quality.

Customer Service 186

Customer Service Construction Social Media Innovation 186

Fonolo

OCTOBER 4, 2022

Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. The same goes for contact center management. Enter skills-based call routing. 3 Tips to Improve Call Routing in Your Contact Center. What is skills-based call routing?

Contact Center 87

Contact Center Start-ups Sales Customer Satisfaction 87

Inside Customer Service

APRIL 8, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. We're working on ways to Wow our customers." What is a customer service wow? My surprising advice?

Sports 182

Sports Contact Center Retail Customer Service 182

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Still have questions about call center training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Zendesk

JANUARY 24, 2022

Salespeople must be able to emphasize the value of a wide variety of products and services. When you’re applying for a sales job, you’re essentially selling your value to a hiring manager. In this article, we’ll cover the crucial components of a sales resume, tips for crafting a resume for certain roles, and a sales resume sample.

Sales 98

Sales Engineering Business Administration Education 98

Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. If you don’t, your customer service will suffer, and your call center operations will too. Imagine the benefits of having eight months of regular productivity if you just managed to hold onto that senior agent!

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. Call Center Management Duties. Handling call escalations; addressing customer concerns.

Contact Center 91

Contact Center Construction Customer Satisfaction Actionable Insights 91

Fonolo

MARCH 14, 2023

Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. So how do you retain the best-skilled agents for your business?

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Customer Service Life

JANUARY 31, 2024

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.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.

Contact Center 83

Contact Center Start-ups Customer Satisfaction Customer Service 83

Zendesk

JANUARY 24, 2024

Beyond being a mere administrative formality, onboarding is a strategic solution capable of reshaping the employee experience from the outset. Effective onboarding helps employees gain the necessary skills and knowledge for their roles and cultivates a sense of belonging.

Compliance 59

Compliance Start-ups Legal Construction 59

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve your call center performance. Customer satisfaction (CSat) score. Start with Some Self-Reflection.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Fonolo

AUGUST 19, 2021

It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. And, those stats are even higher for customer support representatives, including call center agents. Attention all call center managers – don’t worry! Lack of support and feedback from management.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Callminer

MARCH 9, 2020

Consumers around the world turn to call centers at all hours to help clear up issues that arise with the products they use and the services they depend on. Software of this type helps streamline scheduling processes in a variety of ways, ranging from daily task management to full-blown shift scheduling and leave regulating.

Start-ups 182

Start-ups Customer Satisfaction Retail Technology 182

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. Let’s start with the most important tip.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Zendesk

FEBRUARY 22, 2022

But it seems like every role requires at least one year of experience, which you might not have. Before disqualifying yourself from a sales career , you should know that your experience doesn’t have to come from an actual sales job—you just need to understand how to transfer your current skill set to the position you’re applying for.

Sales 98

Sales B2B Real Estate Social Media 98

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Start-ups 102

Start-ups Social Media Engineering Education 102

Zendesk

JUNE 15, 2023

As the face of an organization, customer service is a critical component of any business. With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise. Don’t: Leave excess white space.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

Inside Customer Service

AUGUST 12, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We A Customer Service Tip of the Week subscriber sent me that message. We have totally lost control."

Customer Service 181

Customer Service Contact Center 181

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. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Friendly service.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. To ensure that your own call center’s training program is effective, give the following tips and best practices a try. Encourage Emotional Competence in Customer Interactions. Keep Things Practical. Provide Useful Feedback.

Construction 182

Construction Customer Service Contact Center 182

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Matthew Dailly.

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

Fonolo

MARCH 23, 2021

Running an effective call center is all about resolving customer issues in a timely fashion. Your ASA rate reflects how successful your customer service and call center operations are. Upset customers who are kept waiting will be sure to express their grievances. Disrupting Management. Why is ASA Important?

Customer Satisfaction 121

Customer Satisfaction Customer Service 121

Fonolo

JANUARY 28, 2021

Looking for a secret weapon to improve customer perception? 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? Why can contact center managers influence customer perception??

Contact Center 175

Contact Center Customer Satisfaction CX Sales 175

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Here are 7 tips for call centers to improve customer experiences: 1.

Customer Experience 157

Customer Experience Omnichannel CRM Contact Center 157

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Fonolo

APRIL 8, 2021

FCR — or First Call Resolution — is a key call center metric for addressing customer satisfaction. A high FCR score indicates that your agents are resolving most of your customer queries in the first interaction. Operations, customer experience, and quality of training are also huge factors that should be considered by management.

Contact Center 129

Contact Center Customer Satisfaction Technology Technology 129

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes.

Contact Center 246

Contact Center Education AI Start-ups 246

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Promoting CS thought leaders.

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

Inside Customer Service

DECEMBER 16, 2021

That's what the IT service manager discovered when he checked with human resources. The manager learned that human resources recruited new hires using a job description meant for the customer service contact center. Another informal survey of Customer Service Tip of the Week subscribers showed a similar trend.

Contact Center 147

Contact Center Hospitality Hospitality Retail 147

Fonolo

APRIL 20, 2021

If this scenario sounds familiar, and you lack the in-house resources to service every customer call in a timely fashion, you may consider hiring a third-party call overflow handling service. Why use a call overflow handling service? How to avoid using a call overflow handling service.

Legal 148

Legal Finance Healthcare Customer Service 148

Fonolo

JUNE 30, 2020

Many of your candidates will not necessarily picture themselves as a call-center extraordinaire, but rather, a skilled and capable professional who can adapt to the job you’re hiring for. As the hiring manager, ask yourself this question: “What does the ideal call-center agent look like for my business?”.

Contact Center 136

Contact Center Construction Start-ups Sales 136

Fonolo

DECEMBER 15, 2022

Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. The first step in tackling this monumental task is to create a series of customer personas. How to Use Customer Profiles to Improve Call Center Training.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138