Taylor Reach Group

APRIL 1, 2020

If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. Here are five ways contact centers can support their onsite workers amid the coronavirus outbreak: 1. by JD Fairweather.

Contact Center 137

Contact Center Government Omnichannel Technology 137

Callminer

JUNE 25, 2018

Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue.

Contact Center 182

Contact Center 182

CSAT.AI

APRIL 5, 2023

Escalation Rate: This metric measures the percentage of customer interactions that are escalated from a frontline agent to a more senior agent or supervisor. Measuring engagement gives an indication of the health of the relationship. As new technologies and approaches are developed support will continue to evolve.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization. High attrition. Agent engagement.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization. High attrition. Agent engagement.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). Today’s digitally-savvy customers have zero tolerance for bad customer experience; this certainly includes their experiences with contact centers.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. Calibrate with contact center leadership, making adjustments to the process until you feel that it’s helping you achieve the mission. How will quality help?

Contact Center 92

Contact Center Engineering Social Media Customer Satisfaction 92

Uniphore

MAY 20, 2020

Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19. Every action a business takes is now seen through the lens of the coronavirus pandemic.

Contact Center 264

Contact Center 264

Taylor Reach Group

JANUARY 6, 2023

As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . We have seen Contact Centers struggle to find and retain workers. We have seen more than 20 months of long wait times due to “higher than normal contact volumes”. .

Contact Center 117

Contact Center AI Healthcare Innovation 117

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Second, talking to the frontline folks about their experience with their customers. Customers should be contacted daily.”. I found this to be a gold mine.”.

Social Media 345

Social Media VOC VOE Contact Center 345

Uniphore

JUNE 22, 2021

So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. Nobody was listening when these call center agents were ranting about their everyday challenges. Jacada's Call Center Life: 2021 Edition. Well, at least, we tried.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

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. Agents Were Our Virtual Frontline. ” — Bill Quiseng.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Taylor Reach Group

MARCH 13, 2018

Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., There’s no denying that frontline agents are the biggest asset in any Contact Center in addition to being the largest expense. is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018.

Contact Center 59

Contact Center Government NPS Customer Satisfaction 59

Customer Service Life

MARCH 28, 2019

But in my context, it was contact center agents casting a wide net by instant messaging multiple supervisors and managers on duty for help with an issue. Since then I’ve had more time to think about and observe Slack in our contact centers and think I can boil my findings down into four recommendations.

Contact Center 60

Contact Center Close the Loop Engineering Customer Satisfaction 60

Taylor Reach Group

SEPTEMBER 1, 2020

In my years in contact center leadership, my team and I debated many topics and searched for answers to such burning questions as, “Should we allow people to wear shorts to work?”, “Is one minute late REALLY late?” , and “Are you sure we should do ‘Take your child to work day’ again?”. By Peg Ayers.

Contact Center 155

Contact Center Start-ups Gaming CX 155

Customer Service Life

NOVEMBER 13, 2018

Completely blindsided, these are some of the most frustrating times to work in frontline customer service, especially when the bug and feature list is growing by the minute. The contact center shouldn’t run and hide when this happens. Please let us know if there are any bugs.”.

Contact Center 60

Contact Center CX Text Analytics Customer Service 60

Customer Think

FEBRUARY 6, 2023

The Financial Impact Of Ensuring Frontline Autonomy Let’s face it: Customer service — especially the contact center — gets a bad rap. It is usually seen as a cost center — a necessary evil to handle customer questions and complaints.

Contact Center 64

Contact Center CX Customer Service Customer Experience 64

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Second, talking to the frontline folks about their experience with their customers. Customers should be contacted daily.”. I found this to be a gold mine.”.

Social Media 182

Social Media VOC VOE Contact Center 182

VOZIQ

MARCH 11, 2024

Integrate predictions at various customer touchpoints to proactively address their needs The frontline staff, including contact center agents, field service professionals, technicians, and service representatives, play a pivotal role in any enterprise as they serve as the initial point of contact with customers.

Contact Center 40

Contact Center ML Predictive Analytics AI 40

Inside Customer Service

JULY 1, 2021

Don’t be afraid to join the frontlines and show your team how it’s done. When I managed a contact center, I regularly took calls at a workstation on the contact center floor. How else can you model your service culture? I’ll share one bonus way you can model great service: serve customers.

Customer Service 208

Customer Service Contact Center 208

Execs In The Know

MARCH 7, 2024

At the same time, the contact center serves as one of the most valuable hubs for insight into customer behavior and trends. From frontline agents to C-suite executives, employees are empowered to embrace a mindset of continuous improvement by offloading manual tasks that previously kept them in a cycle of head-down execution.

AI 111

AI Actionable Insights Innovation Compliance 111

Qualtrics

MARCH 13, 2020

Frustrating contact center experiences like explaining your issue over and over again, or being handed from agent to agent are usually caused by data silos. First, there was the call center. In many cases, rebranding contact centers as such is little more than a change of name. Put yourself in the customer's shoes.

Contact Center 37

Contact Center Social Media Artificial Intelligence AI 37

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Contact Center 44

Contact Center Start-ups Construction Social Media 44

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. In today’s tight labor market, creating a contact center where people love to work is a major competitive advantage. The contact center is an extension of the client brand .

Contact Center 52

Contact Center CX Start-ups Finance 52

Execs In The Know

MARCH 4, 2022

Contact centers are no exception to the general trend. Turnover rates were above 40 percent before the pandemic, and contact center leaders tell us that battling agent attrition is harder than ever before. Call center agents are frontline soldiers in any customer service delivery operation. Taking Work Home.

AI 98

AI Artificial Intelligence Contact Center Healthcare 98

Taylor Reach Group

JUNE 20, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Chat is one of many tools in the Contact Center arsenal and we need to understand where it can work best and why. .

Contact Center 62

Contact Center Healthcare Pharmaceutical Finance 62

Fonolo

JUNE 8, 2021

Agents are the heart of your call center , so it’s in your best interest to ensure they are satisfied and motivated in their daily work. A Guide to Fostering Agent Engagement in a Hybrid Contact Center. 5 Agent Engagement Strategies for Your Call Center. Involve your corporate culture in the call center.

Contact Center 133

Contact Center Technology Technology Start-ups 133

Qualtrics

DECEMBER 17, 2019

Frontline staff deal with your customers on a day-to-day basis, which means they’re collecting customer feedback and insights almost effortlessly. Tap into your frontline resources. If you want to bring your frontline staff into your strategy, tell them about it! Designing a feedback survey for frontline staff.

CX 26

CX Voice of the Employee Contact Center Actionable Insights 26

Execs In The Know

JANUARY 26, 2024

To improve overall satisfaction, credit card contact centers should develop strategies that will enable frontline agents to quickly access answers to product or service-related questions, enabling them to resolve more customer issues. Agent knowledge has the strongest relationship with satisfaction.

Net Promoter Score 52

Net Promoter Score Key Driver Analysis NPS Contact Center 52

Callminer

JUNE 3, 2019

Today’s contact centers are all too familiar with agent turnover. occupations, with large call centers reaching over 50%. The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics. Improper training leaves agents unprepared.

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 140

Execs In The Know

FEBRUARY 29, 2024

Example: A multinational corporation invested heavily in a social media management platform for its marketing team without considering the use cases and needs of its frontline customer care staff. Contact center agents are tasked with learning seven tools, on average, to do their job well. Consider the employee experience.

CX Transformation 99

CX Transformation CX VOE AI 99

Experience Investigators

FEBRUARY 21, 2023

Frontline employees need to express empathy and have the right tools available to them so they can thoughtfully and compassionately guide a customer to what is next. Don’t save these training sessions for just your contact center agents. Designing experiences for customers requires looking from the outside in.

CX 98

CX Contact Center Healthcare Construction 98

Fonolo

JANUARY 4, 2022

Contact Center Trends 2022. 62% of organizations view customer experience provided through contact centers as a competitive differentiator. Source: Deloitte: Contact Center Survey. 46% of decision-makers expect their contact centers to grow between 5%-10% over the next year. Source: Microsoft.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

CX Accelerator

MARCH 28, 2018

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" Whether you call it gamification, employee engagement, or drinking the Kool-Aid, the objective is the same - to make the day-to-day work of the contact center exciting. I love brainstorms!)

Contact Center 140

Contact Center Gaming Technology Technology 140

VOZIQ

FEBRUARY 6, 2023

7 Contact Center Trends to Watch in 2023 There is a new generation of adults and that means a new generation of expectations from providers. This is the time for contact centers to establish connections that will last with their new set of customers. Take in the essence of the book through the blog here.

Contact Center 40

Contact Center AI Technology Technology 40

Experience Investigators

APRIL 25, 2023

Leaders Don’t Really Understand Front-Line and Other Roles Culture starts at the top, moves through the middle, and must make it all the way to the front-line employees, field technicians, contact center agents, custodial professionals, and beyond! Ask leaders to participate in events, communications, or frontline days.

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Experience Investigators

APRIL 25, 2023

Leaders Don’t Really Understand Front-Line and Other Roles Culture starts at the top, moves through the middle, and must make it all the way to the front-line employees, field technicians, contact center agents, custodial professionals, and beyond! Ask leaders to participate in events, communications, or frontline days.

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52