Callminer

APRIL 24, 2020

Not doing so risks losing valuable customers and call center talent in an industry that’s already known for high agent attrition rates. The following is a look at 12 call center best practices that can help to retain top talent and provide for an improved experience for customers: Evaluate Agents During the Interview Process.

Gaming 182

Gaming Social Media Contact Center Customer Feedback 182

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Fonolo

JANUARY 19, 2023

Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. Most call center agents are underpaid for their skillset and education, compared to the market.

Data Entry 155

Data Entry Contact Center Education Social Media 155

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. One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. ” Delighting Across the Digital Experience How do you deliver personalization across multiple, sometimes intersecting, customer personas?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Fonolo

NOVEMBER 8, 2022

Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. As the Great Resignation continues to loom over the industry, hiring and training more agents may not be in the budget. Customer Portal.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Zendesk

FEBRUARY 29, 2024

Route Route (Support) is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers. Trigger end-to-end workflows directly from Zendesk, and empower any support rep to boost customer experience by owning and resolving workflows like an expert.

E-commerce 52

E-commerce Sentiment Analysis Compliance AI 52

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

Fonolo

AUGUST 3, 2021

You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). Excel Spreadsheets won’t cut it anymore.

Contact Center 142

Contact Center Net Promoter Score Start-ups Customer Satisfaction 142

Shep Hyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 138

Customer Service Technology Technology AI 138

CSAT.AI

MARCH 27, 2023

Customer relationships impact the amount of business a company does. Here are some actions that help build the kind of customer experience that makes lasting, beneficial relationships. Identify customer needs Want to know what customers need? Requiring customers to open an account after they’ve filled their cart?

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

CSAT.AI

NOVEMBER 18, 2021

QA is, in part, meant to align customer facing service with company goals. Can an AI tool streamline your process making agents more autonomous, allowing supervisors and managers to maximize their effectiveness? Having more than one supervisor or manager review interactions offers more perspectives. QA Hierarchy.

AI 96

AI Legal CX NPS 96

Zendesk

JANUARY 21, 2021

Customers want resolutions, and they want them yesterday. That’s why KCS , knowledge-centered service, is a widely adopted approach to steer service processes in the right direction. 66% of adults feel that the most important thing a company can do to provide them with a good online customer experience: value their time.

Artificial Intelligence 98

Artificial Intelligence Engineering Machine Learning AI 98

Zendesk

JANUARY 23, 2024

What is agent scheduling? Agent scheduling is the strategic process of organizing work hours for customer service agents. This involves setting weekly schedules, navigating time off and PTO requests, and ensuring the right number of agents work at the right time for optimal organizational efficiency.

Outlook 52

Outlook Construction Social Media AI 52

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. With hosted UC, customer representatives can be situated anywhere, from their homes to even other satellite offices of yours.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Intercom

APRIL 11, 2024

Intercom continues to lead the way in building the future of support with our AI-first Customer Service platform. Following up on the groundbreaking release of our Fin AI Agent last year, we have now launched Fin AI Copilot , which gives every customer service agent their own personal AI assistant. We called ours Fin.

AI 52

AI Start-ups Customer Service Innovation 52

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Zendesk

JANUARY 12, 2024

Hypercare is the period of heightened customer support and attention immediately after a major change in operations. During hypercare, businesses are particularly vigilant and proactive in addressing customer needs, issues, and feedback to ensure a smooth transition and a positive customer experience (CX). What is hypercare?

CX 52

CX Customer Satisfaction Customer Loyalty AI 52

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like?

CX 64

CX Technology Technology Construction 64

SurveySensum

MARCH 8, 2024

Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. This efficiency contributes to an overall positive customer experience.

Customer Satisfaction 52

Customer Satisfaction Social Media Invoicing Start-ups 52

Zendesk

MAY 24, 2023

Company leaders and consumers now understand more about the benefits of AI in customer service and how it can make our lives easier. How can AI help customer service? Read on to learn how your business can make the most of AI in customer service. Here are some examples of how to use AI in customer service for your business.

AI 88

AI Customer Service Machine Learning Technology 88

Shep Hyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 57

Customer Experience Omnichannel Social Media CX 57

TeamSupport

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. Openly discuss solutions.

Customer Expectations 126

Customer Expectations B2B Customer Service Customer Experience 126

Zendesk

JUNE 18, 2021

These online platforms are where users can come to ask questions, enter into debates, share knowledge, and discuss topics of common interest. In many cases, users can get information about how a product works or ask questions about specific features. By having a community forum, businesses can: Reduce support costs.

Customer Retention 98

Customer Retention Customer Loyalty Customer Feedback Customer Experience 98

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. 66% of respondents had a serious problem with a product or service over the previous year. Nearly 2/3 of respondents said they felt rage.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Fonolo

SEPTEMBER 21, 2023

Improving call center agent performance can seem overwhelming, and you might wonder where to start. Decide on five to seven KPIs and set goals to measure your agents’ performances. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Fonolo

SEPTEMBER 9, 2021

As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable. Customer service: then vs. now.

Business Growth 108

Business Growth Customer Service Customer Satisfaction Customer Loyalty 108

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity.

Artificial Intelligence 186

Artificial Intelligence Technology Technology Innovation 186

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Intercom

SEPTEMBER 5, 2023

AI may be transforming customer support, but a successful approach takes more than just a flick of a switch. From swiftly handling common queries to assisting human agents in tackling complex issues, generative AI chatbots have swooped in and changed the game of customer support in just a matter of months.

AI 52

AI ML Sentiment Analysis Scorecard 52

Sprinklr

AUGUST 10, 2021

With the rising popularity of conversational chatbots , simple customer queries are now handled automatically. That’s great for customers because they get faster answers, and it’s great for companies because it lets them scale to meet fluctuations in demand. so agents need to learn all of these systems to do their job.

AI 98

AI CXM Contact Center Customer Satisfaction 98

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Fonolo

JUNE 30, 2020

So, you’re hiring a new call-center agent. The fact is, striking the right balance between finding the right agent and implementing employee retention strategies will help you keep high performers motivated and happy. Why is it so difficult to find good agents? Should they be more inclined to customer care?

Contact Center 136

Contact Center Construction Start-ups Sales 136

Zendesk

JUNE 6, 2022

According to the Zendesk Customer Experience Trends Report 2022 , 89 percent of consumers will spend more with companies that allow them to find answers to their questions online. One of the best ways to empower customers to independently discover information about your product, service, or brand? What is community software?

Artificial Intelligence 75

Artificial Intelligence Engineering Social Media Start-ups 75

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

Zendesk

OCTOBER 4, 2021

During the company’s all-hands meeting, you find out a sales manager role has opened up. As a seasoned sales rep, you naturally get excited—until you realize that you don’t know how to transition from a sales agent to a sales manager. Ask any sales manager, and they’ll tell you the journey to leading a sales team isn’t easy.

Sales 98

Sales Business Administration Start-ups Engineering 98