UJET

MARCH 17, 2020

But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. Daily Check-Ins. Use the Best Tools and Platform.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Customer Service Life

JUNE 17, 2019

How are you currently tracking quality for your customer service team? I hope that’s a freeing thought for folks out there who might feel like they’re doing quality wrong in their contact center because they’ve not yet gone high tech. Are you a customer service manager who also happens to be an Excel whiz?

Contact Center 63

Contact Center Machine Learning Customer Service Customer Satisfaction 63

Fonolo

NOVEMBER 15, 2022

Performance reviews are an opportunity for management to evaluate, assess, and lead their team members cohesively in the right direction. The Executive Guide to Improving 6 Contact Center Metrics. Call Center Managers: How to Conduct a Performance Review. How can management support you in achieving your goals?

Outlook 127

Outlook Contact Center Touchpoint Technology 127

Zendesk

FEBRUARY 25, 2022

The report, in partnership with LeanIn.Org, found that men are far more likely to rise to manager positions than women, creating a barrier for women to progress to more senior leadership levels. Unfortunately, the challenges McKinsey outlines ring especially true for women on the frontlines of the customer experience (CX).

Customer Service 98

Customer Service Contact Center Start-ups Engineering 98

Execs In The Know

JULY 1, 2021

Technology is what makes the modern contact center go vroom, but what about when the contact center is no longer centralized nor office-based? Masking and Redacting Technologies — Shields sensitive information (such as financial or health information) from frontline workers. 1 — Invest in Essential Technologies.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Intercom

NOVEMBER 16, 2023

Here are some of the key takeaways: Hurdles in recruitment and resource management, together with a tech that isn’t delivering everything we hoped just yet helps explain the drop in customer satisfaction. What can companies do to foster that culture of employee engagement that, as you say, directly impacts customer service quality?

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

VOZIQ

NOVEMBER 14, 2023

In tandem, assess the operations of contact centers and marketing channels. For the frontline workforce, providing agents with contextual intelligence is paramount. You also need to set up a robust change management process, which includes clearly defined steps for implementation, monitoring and continuous improvement.

AI 40

AI Net Promoter Score Predictive Analytics Artificial Intelligence 40

Customer Service Life

NOVEMBER 13, 2017

Unless escalated to a manager, it’s highly unlikely they’ll receive any additional credit beyond what’s directly related to the problem itself. I’ve pulled many small groups of frontline customer service agents into conference rooms and asked them to list some of the top reasons customers are dissatisfied with the company they’re supporting.

Contact Center 95

Contact Center Customer Satisfaction Customer Feedback Customer Service 95

Fonolo

NOVEMBER 15, 2017

Or perhaps you’re a manager, who has served on the frontline for many years, and wonder whether you’re still in touch with today’s customers. This is not necessarily a quality you were born with either; it may be a skill you developed overtime. Time management is extremely important to customer service success.

Customer Service 100

Customer Service Contact Center Social Media Education 100

Customer Bliss

MAY 3, 2017

Meanwhile, investments in training and developing frontline talent to help them manage this new complex environment are nowhere near where they should be. The bottom line is, most customer service companies are dealing with a frontline that is woefully unprepared to handle these complex issues.

Customer Service 53

Customer Service Contact Center Social Media Sales 53

Taylor Reach Group

SEPTEMBER 22, 2017

Snapshotz™ Online's research with 2100 organizations worldwide, points to one critical factor that could improve mental health within every customer Contact Center. . Management Awareness. Many customers, who can't or don't want to manage self-service channels call for help. Tweet this.

Contact Center 54

Contact Center Customer Satisfaction Start-ups Customer Service 54

Customer Service Life

JUNE 5, 2017

The call queue in your contact center goes from zero to sixty in a matter of seconds — great for a BMW but not for a call queue. Whether it’s a member of the C-suite, a highly technical IT person, or your frontline staff, your presentation will vary widely. She’s the Director of Client Analytics at FCR.

Contact Center 68

Contact Center Customer Satisfaction Customer Service 68

Customer Service Life

DECEMBER 6, 2021

It’s also important to manage and lead – While it’s sometimes fun to solve individual customer problems, your job as a leader is also to solve problems on a bigger scale. Monitor the quality of customer interactions to ensure that customers have a good experience? I know I do.

Customer Service 104

Customer Service Gambling Engineering Innovation 104

Zendesk

JUNE 1, 2021

Haptik (Chat) offers AI-powered 24/7 virtual assistants that provide quality support with faster resolution times. Automate frontline support using multilingual AI-Chatbots. MCM Telecom Symphony (Support) is a mature solution to enhance Call Center transactions. userwell (Support)is a product feedback management tool.

Data Entry 52

Data Entry AI Compliance Contact Center 52

Fonolo

FEBRUARY 26, 2020

Despite a considerable investment targeted at improving service levels and reducing waiting times for the CRA’s support channels, recent tests by the Canadian Federation of Independent Business (CFIB) show that service levels have worsened for the second straight year, primarily due to a lack of agent training and knowledge management.

Social Media 75

Social Media Compliance Contact Center Customer Service 75

Zendesk

MARCH 23, 2021

In terms of customer support, cloud computing uses customer service (CS) and contact center software that is hosted online and downloaded from the internet. The software is fundamentally managed and maintained differently, which incurs different costs and cost-savings. Choose your cloud-based contact center software.

Customer Service 52

Customer Service Contact Center Customer Satisfaction Social Media 52

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

Comm100

NOVEMBER 13, 2022

Chatbots can also reduce manual work and improve efficiency by automating a significant portion of frontline customer service requests. 83% of customers now expect immediate engagement with someone when contacting a company, up from 78% in 2019. Customers now often rate the quality of a response based on how fast the response is.

AI 52

AI Healthcare Start-ups Machine Learning 52

Customer Service Life

FEBRUARY 18, 2018

Whether it was as a frontline customer service representative or as a manager working with my team or speaking with escalated customers, there were challenges almost daily that exercised my ability to bounce back in order to remain effective at my job. Click here to read the original.

Customer Service 60

Customer Service Contact Center 60

Shep Hyken

NOVEMBER 28, 2022

CEOs can potentially serve as important customer service reps in complementary roles to frontline customer service, sales, and customer experience management personnel. He has more than 20 years of experience as a customer service and contact center professional leading high-performing teams.

Customer Service 11

Customer Service Contact Center Manufacturing Social Media 11

Zendesk

AUGUST 11, 2021

Businesses that were already providing digital-first experiences for their customers before COVID-19 were better equipped to offset surges in customer requests when phone lines were jammed and connect remote teams at the frontlines of the customer journey. Build resilience for the future with comprehensive analytics.

E-commerce 64

E-commerce Customer Service Social Media AI 64

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom

MARCH 23, 2023

And in my sophomore year, I went in and said to the station manager, “I’d like to be a DJ.” It’s everything that happens behind the curtain that, while invisible to your customers, nevertheless exerts a material influence on the quality of the performance that can be delivered to them.

CX 59

CX Customer Experience Retail Start-ups 59

Qualtrics

APRIL 17, 2021

In contact centers, agility is a critical quality. But how do contact center leaders build empowered, agile teams? It’s an attractive quality, and one that visionary contact center leaders are prioritizing. Why do contact centers need agile workforces? It’s worth doing.

Scorecard 26

Scorecard Contact Center CX Start-ups 26

Qualtrics

JANUARY 27, 2020

78% of consumers permanently change how they feel about a company based on a single interaction with the contact center, according to this Qualtrics study of 2,000+ consumers, 100+ contact center agents and thousands of customer journeys. Reframe contact center metrics to drive lasting impact.

Contact Center 22

Contact Center Predictive Analytics Close the Loop Manufacturing 22