Adrian Swinscoe

MARCH 13, 2024

One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe. Every now and again, I come across a piece of research that makes me want to pull my hair out.

Contact Center 147

Contact Center Artificial Intelligence Business Growth AI 147

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Be careful about confusing agents and customers. Are you sold?

Contact Center 228

Contact Center CX Customer Service Engineering 228

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. Start by creating a customer care vision and set goals. DID YOU KNOW?

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Inside Customer Service

MARCH 11, 2021

This past year has been tough on contact center agents. Some contact centers endured unimaginable spikes in volume. About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. Posting a 7.4

Contact Center 252

Contact Center Customer Feedback Gaming Customer Service 252

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). 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.”

Contact Center 84

Contact Center Start-ups Customer Satisfaction Customer Service 84

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

Customer Think

JANUARY 26, 2023

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

Contact Center 145

Contact Center CX Customer Service Customer Experience 145

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Be careful about confusing agents and customers. Are you sold?

Contact Center 182

Contact Center CX Customer Service Engineering 182

Fonolo

DECEMBER 8, 2023

Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to participate! There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Adrian Swinscoe

MARCH 11, 2024

David […] The post A look inside a punk-inspired contact center – Interview with David Powers first appeared on Adrian Swinscoe. Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk.

Contact Center 147

Contact Center Innovation CX Technology 147

Customer Think

JULY 9, 2024

Source: Pexels Contact Center teams are often the busiest departments in an organization. Customer service agents must promptly respond to customers asking various questions through multiple communication channels. While automation is part of every business process, it is especially valuable in the contact center.

Contact Center 64

Contact Center Customer Service 64

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! Contact center managers know that SLAs are essential for defining and measuring success for their businesses. Is 80/20 Right for My Contact Center?

Contact Center 81

Contact Center Social Media Construction AI 81

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. What Do Customers Value in CX?

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. Keep in mind that most people want to excel in their work.

Contact Center 90

Contact Center Gaming Customer Service 90

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? We are all customers for something.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Inside Customer Service

JANUARY 27, 2022

The contact center agent shook his head as he scanned the quality assurance form. What is contact center quality assurance? I realize some readers might not be familiar with the quality assurance process in contact centers. Let's say you monitor five calls for a particular customer service agent.

Contact Center 144

Contact Center Legal Start-ups Construction 144

Customer Think

JANUARY 27, 2023

As the world moves ever closer to a future in which artificial intelligence (AI) plays a more significant role, contact centers are at the forefront of this change. AI has the potential to dramatically improve customer service, eliminate repetitive tasks and help contact centers become more efficient.

Contact Center 126

Contact Center AI Artificial Intelligence Customer Service 126

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves. Improved customer satisfaction and increased agent productivity. How Can WFM Help my Contact Center?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

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. The post Fulfilling Conversational AI’s Promise in Your Contact Center appeared first on Uniphore.

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Inside Customer Service

MAY 9, 2024

A quality assurance analyst was reviewing a contact center agent's calls. Hiring, training, and giving feedback would all be easier if you could accurately measure customer service skills like rapport, listening, or empathy. Customer service skills includes a broad range of skills sets. Irritated at times.

Customer Service 192

Customer Service Contact Center Start-ups 192

Customer Think

MAY 12, 2023

Contact centers are witnessing a significant transformation. The Covid-19 crisis led to a surge in call volumes and a decline in customer service agents, with incoming calls skyrocketing nearly 300% during the initial months.

Contact Center 78

Contact Center Customer Service AI Innovation 78

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Fonolo

OCTOBER 7, 2021

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. The Contact Center Guide to Managing Spikes in Call Volume. of retail contact center leaders.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. The pandemic thrust contact centers on to the frontline.

Contact Center 159

Contact Center NPS CX Customer Service 159

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center Social Media Education Technology 170

Hodusoft

AUGUST 29, 2024

The Current State of AI in BPO Contact Centers Do you know Artificial Intelligence (AI) is currently the hottest trend in various industries? AI technology has drastically transformed the BPO contact centers industry by automating repetitive tasks, enabling intelligent routing, and providing real-time analytics.

Contact Center 52

Contact Center AI Artificial Intelligence Compliance 52

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. Call-backs are great for bridging the gap between self-service and live calls, by the way.)

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

DMG Consulting

JANUARY 24, 2024

Most departments in contact centers do not have flexibility because of the nature of customer service. The post How can contact centers reduce shrinkage? appeared first on DMG Consulting.

Contact Center 62

Contact Center Customer Service 62

Fonolo

MAY 20, 2021

Here, we’ll look at how to best handle escalations in a contact or call center to ensure your customer feels satisfied, and to learn more about how you can improve your company’s operations. The Contact Center Playbook for Improving Customer Satisfaction. What is an escalation in a contact center?

Contact Center 148

Contact Center Customer Satisfaction Customer Service Technology 148

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Read All the Contact Center Trends Here: Contact Center Trends 2021.

Contact Center 154

Contact Center AI Artificial Intelligence Omnichannel 154