TechSee

JUNE 4, 2019

In-house social networks and forums promote the sharing of best practices and knowledge across customer service teams. One innovator in this area is Slack , an online communication platform that sees users logging 100 million collective hours online per month. On-the-job learning. We all learn best through practice – not theory.

Call Center 117

Call Center Training Technology Gamification 117

Innovative CX

JANUARY 30, 2020

For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations. Having a knowledgeable, well-trained professional customer service representative (CSR) is table stakes for any business, be it B2B, B2C or B2B2C. Quite the contrary.

Customer Service Representative 52

Customer Service Representative Training Customer Service Chatbots 52

NobelBiz

JULY 25, 2023

These platforms provide a goldmine of data regarding customer sentiment and brand perception. CMSWIRE also states that “ 69% of consumers want the ability to move from one channel to another while speaking with a customer service representative ”. Watch the entire podcast episode here!

Interaction 98

Interaction Analytics Call Center Contact Center 98

Team HGS

AUGUST 13, 2019

Build the experience to what the customer wants versus what could potentially be the fastest experience. One of the reasons Zappos has such a strong customer base is that they don’t measure success via a short average handle time. . I recall the legendary Zappos 10 hour+ call.

Management 40

Management Conference Average Handle Time Contact Center 40

NobelBiz

JUNE 4, 2024

By leveraging SMS and email for communication, call centers can reach customers on their preferred channels, ensuring higher engagement rates and more effective communication. Analytics and Reporting Advanced analytics and reporting tools provide critical insights into call center performance and customer behavior.

Call Center 52

Call Center Customer Service Social Media Contact Center 52

rethinkCX

JUNE 12, 2024

Here's a breakdown of key considerations when it comes to staffing: Role Specialization : Consider the different types of roles within your call center, such as customer service representatives, technical support agents, sales agents, quality assurance specialists, trainers, and managers.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

rethinkCX

JUNE 12, 2024

Here's a breakdown of key considerations when it comes to staffing: Role Specialization : Consider the different types of roles within your call center, such as customer service representatives, technical support agents, sales agents, quality assurance specialists, trainers, and managers.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52