Execs In The Know

MAY 2, 2022

In fact, 99% of contact centers don’t think their data intelligence strategy currently meets business needs. The Great Resignation hasn’t shown any signs of letting up in 2022 and CX programs will continue to contend with an ongoing war for the best talent in an industry already known for its battles with turnover and attrition.

CX 97

CX VOC Customer Journey Map Contact Center 97

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. Practice #2: Plan for repeat contact handling.

Close the Loop 63

Close the Loop Contact Center Customer Satisfaction Start-ups 63

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

SurveySensum

JANUARY 24, 2024

Jeremy Watkin , director at Director of Custserv and NumberBarn : We currently have our team and anytime they handle a ticket where a customer asks for a specific feature that we don’t offer, we have them tag that ticket and they go through those periodically to see what customers are asking for. That’s good news!

Sales 52

Sales Customer Feedback Start-ups CX 52

CommBox

JANUARY 4, 2022

According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. And believe it or not, your brand can provide that community to thousands (if not millions) of people across the globe thanks to modern innovations like social media , blogs, and email marketing.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. You want to hire a live chat agent who does some or all of the following: Maintains eye contact. Download Now. Team Player.

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Source: Alex Knight. Why Chatbots?

Contact Center 52

Contact Center Artificial Intelligence AI Social Media 52