Inside Customer Service

DECEMBER 16, 2021

The manager learned that human resources recruited new hires using a job description meant for the customer service contact center. Companies are struggling to hire and retain employees in contact centers, restaurants, retail, hotels, and other customer service roles. While extreme, this isn't an unusual story.

Contact Center 147

Contact Center Hospitality Hospitality Retail 147

Execs In The Know

MARCH 21, 2023

With 20 contact centers, 6,500 associates, 18 languages spoken, and 46 million contacts, throughout its growth, the brand has remained steadfast in its mission to put its people first. Next stop for Customer Response Summit (CRS) – Nashville, Tennessee. It is also consistently voted one of the world’s top employers.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

Callminer

OCTOBER 11, 2018

She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. The single most undervalued/overlooked call center metric which is not tracked by most contact centers is…”.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Fonolo

FEBRUARY 8, 2018

The General is a licensed insurance agency headquartered in Nashville, Tennessee, with offices across the US. Its call center handles 170,000 customer service calls per month – and experiences regular spikes in call volume. Whitepaper: The Contact Center Playbook for Improving CSat. Understanding Industry Benchmarks.

Contact Center 65

Contact Center Customer Experience NPS Customer Satisfaction 65

Execs In The Know

MARCH 13, 2023

“We have enabled blended channel, moved workflows and conversational AI into the contact center, and allowed guests and hosts to see their support tickets online. Our largest contact type is billing.” ” Next stop for Customer Response Summit (CRS) – Nashville, Tennessee. Be customer obsessed!”

Transportation 88

Transportation Non-Profits Sports Hospitality 88

CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . Ramsey Solutions in Nashville, Tennessee is one such organization. I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

CX Accelerator

JANUARY 16, 2020

So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . Ramsey Solutions in Nashville, Tennessee is one such organization. I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

CX 182

CX Customer-Centric Organization Construction Contact Center 182