Execs In The Know

APRIL 7, 2024

Workforce management (WFM) provides several benefits to agents, including improved focus, additional resources, and valuable assistance. By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. These days, it’s easy for call center managers to get lost in the minutia of meeting daily targets, smoothing out peak call volumes, and handling agent turnover. He’s right!

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. Here are some of the key benefits: Enhanced Customer Service : Inbound call center software boosts customer service by offering features that help agents manage incoming calls effectively. This can lead to cost savings in staffing expenses.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Execs In The Know

JULY 6, 2021

With a tight labor market, increased wage pressure, and new challenges in the work/life balance for workers, recruiters need to find new and inventive ways to find and hire the best agents, especially in a candidate pool no longer restricted by geolocation. Virtual Training and Coaching. Agent Engagement.

CX 98

CX Innovation Customer Feedback Customer Experience 98

Fonolo

MARCH 28, 2023

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. Providing training and coaching: Training and coaching call center agents is an important part of the job. CX matters!

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

UJET

MAY 19, 2020

Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. And now, with support teams predominately remote, providing agents with the training they need has become even more essential.

Compliance 82

Compliance Education Contact Center Customer Experience 82

Execs In The Know

MAY 2, 2022

Making strategic training investments in this area will then generate higher ROI and better CSAT. Whether you’re a startup or an established leader, the economic conditions for the kind of success we’ve seen over the last decade are narrowing. If you’re ready to level up your CX for economic volatility, we’re here to help.

CX 97

CX VOC Customer Journey Map Contact Center 97

Fonolo

APRIL 11, 2023

In this blog, we’ll explore the best practices for call center queue management. Best Practices for Call Center Queue Management Use intelligent call routing Intelligent call routing uses advanced algorithms to direct incoming calls to the appropriate agent based on things like language, skillset, and call history.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

TeamSupport

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Agent Ratings: So, how are we doing? Track trends and service issues to get to the root cause and identifying areas where more training or coaching is needed.

B2B 98

B2B Net Promoter Score NPS Customer Satisfaction 98

Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. In “normal” times, this should be top of mind for executives, but the impact of COVID-19 has exasperated many of the stressors agents were already experiencing.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Execs In The Know

MARCH 25, 2022

This blog post shares some key actions in each of these areas to help your organization improve the WFH Hybrid experience. Most employees want to perform well, and everyone needs training and coaching to help them succeed. Has your team analyzed the agent training and coaching programs considering the current environment?

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Execs In The Know

OCTOBER 5, 2023

Today, a new generation of advanced AI-powered technologies seems sure to fulfill the promise of those early chatbots and deliver effective automation of basic customer service transactions—the kind agents refer to as “breather” calls because they require easy answers and generate minimal stress.

AI 52

AI Contact Center Technology Technology 52

Hodusoft

JANUARY 3, 2024

An era where agents can work from anywhere in the world without being tied to one particular place. In the last few years, the demand for CCaaS has increased significantly owing to the growth of remote working and agents working from home during the pandemic and subsequent lockdowns. billion by 2030. What is CCaaS? What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

TeamSupport

AUGUST 24, 2020

This blog series explores how to interpret key data and implement strategies as a result. Determine if the trends indicate a development issue—such as multiple tickets regarding the same technical problem—or a customer agent training issue that can be helped with some one-on-one coaching.

B2B 97

B2B Start-ups Customer Experience Management Customer Service 97

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact.

Customer Service 140

Customer Service Sports Construction Compliance 140

CX Accelerator

JULY 1, 2019

A store with 5 point harness shopping carts, a sensory room, and staff members trained to recognize families that might need a bit of support as they shopped. In the blog post, The No. At the local YMCA, inclusive design might include a sensory evening including low lighting, trained staff, and small class sizes.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Retention Customer Relationship Sales 81

Customer Service Life

AUGUST 27, 2018

This article was originally published on the ICMI blog on June 13, 2018. I say “experts” because it’s a priority for members of our leadership team to complete our comprehensive course called “ Coaching with Compassion ,” which my colleague–and fellow ICMI Featured Contributor– Sheri Kendall-duPont designed. Here are the top five.

Contact Center 80

Contact Center Customer Service Customer Experience 80

Execs In The Know

MAY 22, 2023

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? Enter the agent-focused employee experience. A truly positive employee experience extends beyond salary considerations.

CX 64

CX Technology Technology Construction 64

Fonolo

AUGUST 15, 2023

Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how much of their time your call center agents spend dealing with customers.

Contact Center 67

Contact Center Event Planning Technology Technology 67

Zendesk

DECEMBER 23, 2020

The future of customer satisfaction and customer retention relies on support agents who can truly wow customers. But here’s what my teammates at Lessonly and our partners at Zendesk believe: The future of customer satisfaction and customer retention relies on support agents who can truly wow customers. Enter these four tips.

Customer Service 64

Customer Service Customer Satisfaction Customer Retention Start-ups 64

TeamSupport

MARCH 10, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line.

B2B 98

B2B Customer Relationship Start-ups Innovation 98

Callminer

SEPTEMBER 5, 2017

It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. “The huge turnover rate of call centers means…” Continuous hiring and training of new agents. .

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

SurveySensum

JANUARY 9, 2024

However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback. Here, the customer expresses his frustration with the agent. But what can the agent do here?

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Customer Service Life

JANUARY 15, 2019

This article was originally published on the FCR blog on December 10, 2018. As I was scanning my list of blog post ideas, I realized I had some miscellaneous thoughts that fit under the quality umbrella and it’s about time we discuss them. For those things, it’s important that agents understand the severity of a miscue.

Contact Center 75

Contact Center Compliance Customer Service 75

CX Accelerator

APRIL 30, 2018

Most companies are searching for the “perfect” call center agent. It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. After all, with long hours, demanding customers and complicated systems…how could things go wrong?

CX 140

CX Customer Journey Map Hospitality Hospitality 140

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. When you picture customer service training, what key elements come to mind? Now consider training for a team that’s distributed over multiple locations or a team of tenured agents needing ongoing training to keep skills and knowledge up to date.

Contact Center 79

Contact Center Non-Profits Education Healthcare 79

Execs In The Know

OCTOBER 9, 2022

Asking an agent to assess a customer’s mood across hundreds of calls and report those consolidated impressions makes their job even harder than it already is. Asking an agent to assess a customer’s mood across hundreds of calls and report those consolidated impressions makes their job even harder than it already is.

ML 59

ML AI Contact Center Customer Experience 59

Customers That Stick

OCTOBER 16, 2014

She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. 90% of her training and coaching is done virtually because she refuses to fly. False Dichotomy.

Customer Experience 124

Customer Experience Social Media Contact Center Sports 124

Callminer

APRIL 23, 2019

To train and evaluate call center staff. By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Customer Service Life

JANUARY 18, 2019

This article was originally published on the MaestroQA blog on December 2, 2018. Some will say that they want agents to speak with customers as if they’re already friends – this kind of casual rapport is what it takes for an interaction to be high quality in their eyes. Click here to read the original post. Questions abound.

Customer Service 80

Customer Service Contact Center Legal Customer Satisfaction 80

Execs In The Know

OCTOBER 20, 2022

Given the powerful influence that managers exert—for better or worse—over workplace culture and engagement, it’s important that contact centers invest in upfront managerial training and development before agents hit the floor. . They’ll also understand these challenges more personally, too, which will help them relate to agents). .

Contact Center 52

Contact Center CX Start-ups Finance 52

Callminer

MAY 11, 2020

While following best practices for hiring and training employees who are the right fit for your company is crucial, that doesn’t always mean that problems will never arise. Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

DMG Consulting

JULY 9, 2021

Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made. Agents and other contact center employees have had a taste of freedom and are not going to give it up easily.

Contact Center 67

Contact Center Technology Technology 67

Customer Service Life

JUNE 17, 2019

This article was originally published on the FCR blog on May 24, 2019. Some metrics that we regularly look at include: Overall quality averages as well as individual agent performance. Like many pieces of software in your contact center, agents should have entirely different access than managers and supervisors.

Contact Center 63

Contact Center Machine Learning Customer Service Customer Satisfaction 63

Zendesk

MAY 26, 2021

In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service. The goal of customer service is to foster better customer relationships.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. The below-given list is a general list and is irrespective of any ranking or order.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132