RapportBoost

NOVEMBER 5, 2018

“The ICMI Customer Experience Movers & Shakers list recognizes the hardworking individuals that are inspiring excellence, motivating their peers and shaping the future of customer service,” said Erica Marois, Content Manager, ICMI. Brands have achieved up to 60% year-over-year revenue gains by using RapportBoost.

Sales 40

Sales Contact Center Average Handle Time Employee Engagement 40

Think Customers

AUGUST 9, 2021

The front office refers to the customer-facing section of a firm. For example, hotel receptionists, bank tellers, and other customer service and sales associates who directly interact with customers are considered part of an organization’s front office operations. What is the front office? What is the back office?

Contact Center 52

Contact Center Average Handle Time How To Hotels 52

Eptica

JUNE 13, 2018

But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average Handling Time ) to the more complex ( overall customer satisfaction or Net Promoter Score ). There are three main considerations to focus on: 1.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Playvox

JANUARY 11, 2024

As customer interactions and support have become more complex, and contact centers provide omnichannel support, call center leaders need a better way to maximize agent performance, gain operational efficiencies, and deliver an outstanding customer service experience. Does your spreadsheet do all that?

Call Center 52

Call Center Management Contact Center Omni-Channel 52

CSM Magazine

OCTOBER 6, 2021

Once they identified the root cause behind agents underuse of the GPS tool (lack of training, misconception on time taken to use the tool), contact centre leaders were able to partner with the training team to re-launch the GPS tool kit. Delta Dental of Minnesota – Joint runner-up. THE ONE AWARDS WINNERS. The Optimizer – Autodesk.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

Verint

DECEMBER 13, 2017

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First Call Resolution Employee Engagement Software 26

CSM Magazine

OCTOBER 30, 2019

What if this could happen in real-time and go one step further to tell the customer service representatives (CSRs) and managers whether a customer interaction is going well or suggest how to improve it in the experience?

Customer Experience 40

Customer Experience Self Service Contact Center Average Handle Time 40

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Magellan Solutions

SEPTEMBER 10, 2019

These customers seek help in the following areas: Getting extra information about a product or service. Inconsistent service. And other customer service-related concerns. Meanwhile, outbound call services assist you in: Generating leads. Sell products or services. Enhanced customer service.

Call Center 49

Call Center Call Center Solutions Contact Center Culture 49

Comm100

MAY 31, 2021

A decade-long study involving 100,000 teams found that increasing employee engagement can generate up to 18% more sales. Here are five top tips to help you get your agents engaged and onboard with your KPIs and lead your team on a journey to live chat excellence. But it’s completely worth the effort. Then, talk about rewards.

Net Promoter Score 246

Net Promoter Score Average Handle Time Effort Score Customer Satisfaction 246

Verint

MAY 16, 2017

Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.

Contact Center 42

Contact Center Management Average Handle Time Measurement 42

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. Increased customer satisfaction.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Verint

FEBRUARY 15, 2018

This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them.

Contact Center 26

Contact Center Average Handle Time Customer Journeys Customers 26

Playvox

MARCH 27, 2023

Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot. The training should cover a range of topics, such as customer service skills, communication skills, product knowledge, and technical skills.

Contact Center 84

Contact Center Gamification Training Chatbots 84

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Increased customer satisfaction.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. AI-powered solutions and tools are shaping the way organizations engage with and manage their workforce. And the list goes on.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

RapportBoost

DECEMBER 10, 2018

With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers resulting in increased customer satisfaction, productivity and cost savings. I think it might be interesting to me, talking about employee engagement a little bit.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40