Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved.

Customer Service 81

Customer Service Net Promoter Score Contact Center Finance 81

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

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. ” State of the Workforce In an era where very high customer service expectations collide with labor shortages, contact center leaders need to do more with less.

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

Zendesk

JANUARY 10, 2024

What are workforce management metrics? Workforce management metrics are statistics businesses can use to measure, analyze, and optimize their operations. These figures provide information on team performance, employee engagement, and the organization’s overall productivity.

Net Promoter Score 52

Net Promoter Score Non-Profits Start-ups Customer Satisfaction 52

Logicalware

SEPTEMBER 28, 2021

If you manage a contact centre, then you know just how busy they’ve become this year. Customers are more demanding than ever. And these changes have created a ton of extra work for managers, team leaders, and resource planners to juggle on top of their day-to-day tasks. Managers can also use our?integration?app?to

Customer Service 98

Customer Service Scorecard Construction Actionable Insights 98

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. Approaching such concerns productively involves accurately assessing them in the first place. Economic Challenges. Agents who are regularly overloaded with work are much more likely to jump ship.

Artificial Intelligence 287

Artificial Intelligence Innovation Social Media AI 287

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Chief Customer Officers USA, Atlanta. Customer Contact East, Ft.

Customer Service 129

Customer Service Contact Center CX Education 129

Zendesk

NOVEMBER 16, 2023

What is a workforce planning template? A workforce planning template is a guide that helps a business align its workforce with future goals and objectives. Workforce planning templates set businesses up for success by aligning organizational goals with business needs.

Start-ups 52

Start-ups Customer Service Gaming CX 52

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved.

Customer Service 67

Customer Service Net Promoter Score Contact Center Finance 67

CommBox

MARCH 2, 2022

As a business owner, you must provide excellent customer service. By helping customers out in any way you can, you help improve relationships with existing customers who, in turn, will swear their loyalty to your brand. But customer service isn’t just about answering questions from emails and phone calls.

Customer Service 98

Customer Service Social Listening Customer Journey Map Omnichannel 98

Callminer

MARCH 30, 2020

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Make Lulls in Response Time Clear to Customers.

Contact Center 207

Contact Center Customer Relationship Management CRM Customer Relationship 207

Zendesk

FEBRUARY 6, 2024

As such, we acquired Tymeshift in June 2023 to give organizations using Zendesk an easier way to manage their teams. Tymeshift is the ideal workforce management solution, as it automatically schedules agents to meet AI-forecasted needs based on historical and real-time data. Here’s what you can expect from our latest releases.

Artificial Intelligence 59

Artificial Intelligence Finance AI CRM 59

Zendesk

NOVEMBER 2, 2023

What is workforce management? Workforce management (WFM) is a set of processes and technologies a business can use to manage employees and resources, optimize productivity, and ensure the organization complies with laws and regulations. Why is workforce management important?

AI 52

AI Technology Technology Start-ups 52

Aquire

JANUARY 6, 2022

Using video chat technology for customer service is becoming a popular practice. Rather than relying purely on live chat or chatbots, adding video chat will ensure you offer more personal experiences to online customers. So, here’s everything you need to know about video chat technology in customer service.

Customer Service 98

Customer Service Social Media Technology Technology 98

Zendesk

JANUARY 23, 2024

Agent scheduling is the strategic process of organizing work hours for customer service agents. When creating schedules, workforce managers must plan for future call volume, assign agents to the right roles, and factor in breaks and time-off requests. Read on to add this skill to your workforce management (WFM) arsenal.

Outlook 52

Outlook Construction Social Media AI 52

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

Fonolo

JULY 18, 2019

Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. Limited Self-Service Options.

Customer Service 126

Customer Service Social Media Healthcare Touchpoint 126

Fonolo

MARCH 29, 2022

Employee training, consistent management, the right call center software – the list goes on, but one thing stands apart from the rest: call center workforce management. Why workforce management? Understanding Workforce Management in the Call Center. Why is Call Center Workforce Management Important?

Contact Center 81

Contact Center Customer Satisfaction Business Growth Customer Loyalty 81

SurveySensum

NOVEMBER 9, 2023

Quality customer experience doesn’t happen by chance. It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. In any organization, the leading factor for the quality of the customer experience is the employee. The customer is happy.

CX 52

CX Customer Experience AI Artificial Intelligence 52

Fonolo

OCTOBER 30, 2019

It’s not surrising: One of the brand’s differentiators is its customer service offering. In fact, most businesses could learn from Glossier’s customer service structure as they leverage a modern approach to customer support, which promotes overall brand success. But what makes the gTeam so special?

E-commerce 98

E-commerce Customer Service Social Media Retail 98

Comm100

MAY 19, 2021

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. For some companies the future is hybrid, with part or all of the workforce splitting their week between home and office. So how can you train and onboard your customer service agents when they are working remotely?

Customer Service 52

Customer Service Social Media Start-ups 52

Zendesk

DECEMBER 16, 2020

Running a business means managing all of the moving parts—and that includes agent scheduling. Your contact center needs enough agents at the right times to serve your customers without long waits. If your call center is understaffed, your team may not be able to answer calls quickly—that’s frustrating to your customers.

Contact Center 98

Contact Center Omnichannel Customer Satisfaction Customer Service 98

Fonolo

OCTOBER 10, 2019

There is no question that ignoring them is a major customer service faux-pas. If your team is going to engage with customers on social media, there are a few best practices to keep in mind before you get started. . Here are five tips for cultivating successful interactions with your customers and clients on social media. .

Social Media 73

Social Media Customer Service Social Listening Omnichannel 73

Zendesk

JULY 7, 2023

announced its completed acquisition of Tymeshift, an AI-powered modern workforce management (WFM) solution. Built exclusively for Zendesk customers, Tymeshift simplifies the management of complex customer experience (CX) workloads. Zendesk, Inc.

AI 52

AI E-commerce CX Customer Service 52

Customer Service Life

FEBRUARY 29, 2024

In this article, I’ll share the key elements in effective one-on-one conversations that will help you truly invest in the quality, productivity and well-being of your contact center agents. I’ve worked in environments where managers were encouraged to keep employees at arm’s length. “Be What’s on their mind?

Contact Center 88

Contact Center Gaming Customer Service 88

Fonolo

JUNE 18, 2019

A study conducted by Forrester Consulting on behalf of Ada showed that personalized customer service has a variety of benefits for the company providing these customized experiences. Despite the clear benefits of personalized customer service, only 5% of companies said they were implementing customized experiences regularly.

Customer Service 91

Customer Service Machine Learning Customer Relationship Management AI 91

Chip Bell

AUGUST 4, 2020

Around the globe, all manner of industries were reporting high levels of exhaustion, loss of productivity, cynicism, and disengagement. A remote workforce is now not only handling longer hours, but the possible stress of juggling family demands. It makes serving each other and our external customers incredibly challenging.

Customer Service 76

Customer Service Start-ups Customer Experience 76

Fonolo

SEPTEMBER 19, 2019

Often customer service leaders believe that with a few simple moves, they can transform their customer service department from a cost center into a profit center. It’s just a matter of encouraging service reps to push your products or services aggressively. Are you unsure of where to begin?

Customer Service 96

Customer Service Sales Customer Experience Contact Center 96

Fonolo

NOVEMBER 5, 2019

Due to launch in April 2019, the device was viewed to be one of its potentially greatest products yet. But a harsh reality set in, and early: Customer feedback delayed the launch and people begun to doubt the product. Samsung heard customers and turned the magnifying glass on the product.

Customer Service 83

Customer Service Technology Technology Customer Feedback 83

DMG Consulting

FEBRUARY 19, 2024

To make matters worse, the majority-male tech-oriented contact centers generally pay more than other customer service and sales environments.) Contact center managers felt strongly that working onsite was necessary to keep agent productivity and quality high. Contact center agents care where they work.

Contact Center 48

Contact Center Sales Customer Service 48

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. One of the consequences of this period of employee empowerment and company upheaval is the need for tools to help organizations manage an increasingly complex workforce of humans and bots. This is where workforce management (WFM) software comes in.

Contact Center 98

Contact Center Real Estate Hospitality Hospitality 98

Hodusoft

AUGUST 4, 2021

A Guide to Hybrid Workforce Technology for the Future of Work. Organizations will need to come up with technology to support a hybrid workforce and effectively manage differences in a complex environment. . This would cause a 60% increase in customer service agents working from home. . Cloud-based deployment.

Technology 98

Technology Technology Contact Center CRM 98

Fonolo

AUGUST 27, 2019

According to a report by HubSpot, consumers want service that is both fast and personalized. This means that customer service teams and call center agents are tasked with rapidly resolving tickets without letting the quality of their service drop. Omnichannel Customer Service. times as many customers.

Customer Service 86

Customer Service Healthcare Omnichannel Technology 86

Shep Hyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience Management 129

Customer Experience Management Contact Center Customer Experience Engineering 129

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. The same report suggests a 60% increase in customer service agents working from home. However, hybrid work comes with an added layer of complexity as the workforce is both remote and on-site. Let’s find out. Cloud-based solution.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

Fonolo

NOVEMBER 21, 2019

Here, we look at some major brands that are doing customer service in all the right ways, but most especially on their websites. What is “Doing Customer Service Right”? Zappos’ customer support pages aren’t just easy to find, they’re front and center. Chick-fil-A.

Customer Service 89

Customer Service Transportation Gaming Start-ups 89