Customer Think

SEPTEMBER 12, 2023

It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed that brands’ CX Quality had fallen for the second consecutive year.

Contact Center 69

Contact Center CX Customer Experience 69

Taylor Reach Group

APRIL 4, 2018

Leveraging a proprietary approach, combined with best practice benchmarking, the Audit process creates a road-map to a future state by assessing all aspects of current Contact Center operations. retained to complete a Contact Center Audit for one of the world’s leading digital data collection companies. The Taylor Reach Group, Inc.,

Contact Center 51

Contact Center CX Technology Technology 51

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks. “As

Social Media 218

Social Media Contact Center Customer Experience CX 218

Uniphore

JULY 10, 2021

How to Cut Call Center Agent Onboarding Time in Half. 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. and Make Every Agent Your Best Agent. Register Now.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. It’s no secret that many people can’t stand call centers…”.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. Defining and achieving business objectives (ROI and bottom-line, contact center metrics, newly defined KPIs).

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Uniphore

JANUARY 4, 2022

Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. You’ll hear from some of today’s leading voices in outsourcing, venture capital and private equity, market research and more. Zeus Kerravala Founder and Principal Analyst, ZK Research. U-Self Serve. Emotion AI.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Inside Customer Service

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. Burnout study overview A total of 951 contact center agents participated between January and February 2023.

Contact Center 212

Contact Center Start-ups Customer Service 212

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

The DiJulius Group

OCTOBER 17, 2023

Pew Research Center conducted a study to better understand Americans’ views of factors that lead to a fulfilling, happy life. Read Full Article The post Research Says This is the Top Determinant in Having a Fulfilling Life appeared first on The DiJulius Group. A great life partner? Raising kids?

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90

Zendesk

JANUARY 29, 2024

The Gartner Magic Quadrant for the Customer Engagement Center (CEC) and accompanying Critical Capabilities report provides valuable information for business leaders looking for technology solutions that best meet their current and long-term needs. Every year, Gartner evaluates vendors in the customer service and support space.

CRM 52

CRM Technology Technology Customer Service 52

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up. Read on to learn why.

Contact Center 204

Contact Center Social Media NPS AI 204

Inside Customer Service

OCTOBER 12, 2023

Imagine two customers call a contact center at the same time. Research shows Laura’s customer is more likely to be happy with the solution and spend more in the future. When I managed a contact center, repeat contacts were also significantly reduced when reps used concrete language. Alton uses general language. "I'm

Customer Satisfaction 225

Customer Satisfaction Contact Center Start-ups Retail 225

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Intercom, Inc.

NOVEMBER 24, 2021

They’re considered heedless, overly luck-dependent, and almost treasonous by those of us in the data and research domains. Research has a specific purpose in a decision-making process – its role is to reduce uncertainty and identify meaningful choices. Stage 3: Do you need more evidence? What would a better option look like?

Customer Retention 257

Customer Retention Construction 257

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. Its origins go back over five decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. What is the Purpose of Service Levels?

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

DMG Consulting

OCTOBER 2, 2023

The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals. Generative AI has the potential to transform contact centers and customer service departments as we know them today,” says Donna Fluss, President of DMG Consulting LLC. “It

Contact Center 59

Contact Center AI Customer Service Outlook 59

Fonolo

AUGUST 31, 2021

To customers, this is known as your run-of-the-mill call center phone menu. It routes callers based on rules and criteria that a call center establishes, like the time of day, agent skill level, caller location, and more. The Contact Center Guide to Managing Spikes in Call Volume. What is Call Routing in a Contact Center?

Contact Center 152

Contact Center Customer Satisfaction Sales 152

Uniphore

JUNE 17, 2021

This stress, in turn, feeds into employee attrition rates—a major call center pain point. 60% of callers expect agents to be more qualified to resolve complex issues HOWEVER, 56% of agents are overwhelmed with handling complex requests today Research shows a 1:1 correlation between FCR and customer satisfaction improvements by percentage.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Taylor Reach Group

AUGUST 13, 2020

In the past 25 years I have visited hundreds of contact centers and have spoken to many contact center directors. Beside all the typical operational issues, one subject comes up frequently; contact center management feeling that the rest of the organization does not appreciate what the contact center does.

Contact Center 150

Contact Center Customer Loyalty CX 150

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. But stressful industries like contact centers stand out. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Intercom, Inc.

NOVEMBER 17, 2021

At Intercom, research, analytics, and data science informs everything we do. We build a deep, holistic understanding of our customers, employing user research to unite quantitative and qualitative insights. For that, we rely on user research. User research is the practice of understanding people – the “why”.

Start-ups 156

Start-ups Sales Customer Service 156

Fonolo

JANUARY 4, 2022

Contact Center Trends 2022. Source: Salesforce Research. Source: Salesforce Research. Source: Dimensional Research. 5 Metrics Every Medical Call Center Should Know. 62% of organizations view customer experience provided through contact centers as a competitive differentiator. Source: Dimensional Research.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Fonolo

JULY 29, 2021

Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. Contact center agents develop soft skills through their own life experiences, and use them to provide a positive, customer experience.

Contact Center 174

Contact Center Customer Satisfaction Start-ups Technology 174

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. The research showed that “overall, 62.3 Contact center agents care where they work.

Contact Center 48

Contact Center Sales Customer Service 48

Intercom, Inc.

JULY 26, 2022

Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels in order to reduce the burden on your call center employees. Research shows giving customers the option of digital support can reduce call center call volumes and operating expenses by as much as 25-30%.

Net Promoter Score 118

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 118

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. We’ve got eight essential tips so you can start improving your contact center today. But you’ll need more than that.

Contact Center 148

Contact Center Social Media Start-ups Technology 148

Uniphore

APRIL 22, 2020

Like everyone else, call centers have been reeling from the aftermath of the coronavirus. Paul Stockford, National Association of Call Centers Research Director, raised concerns about what he called a “pretty high” risk of exposure in those working environments.

AI 130

AI Contact Center Business Operations 130

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls. Understand Customer Behavior.

Contact Center 156

Contact Center Start-ups Technology Technology 156

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. How Artificial Intelligence is Changing the Contact Center.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

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? It’s simply become too loud. We are all customers for something.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

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. One word we repeatedly heard during our research was “empathy.”

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. Contact center managers know that SLAs are essential for defining and measuring success for their businesses. Contact center managers know that SLAs are essential for defining and measuring success for their businesses.

Contact Center 81

Contact Center Social Media Construction AI 81