InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Change How You Account for Customer Service. industries in 2013.).

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement.

Ecommerce 134

Ecommerce Retail Software Customer Service 134

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

NICE inContact

OCTOBER 16, 2018

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship.

Call Center 260

Call Center Customer Service Self Service Social Media 260

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. The Foundation: Building Your Strategic Call Center Training Program Moving beyond acknowledging the need for training, building an impactful call center training program requires a deliberate and strategic approach.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

BlueOcean

JUNE 26, 2018

We sat down with Paul to discuss his views on best practices for creating incredible customer service. Do you have a “process” for consistently creating exceptional service experiences? Today, what matters most is the cultural fit. How do metrics and standards play a role in customer service? Empathy is key.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

Calabrio

MARCH 31, 2025

While that eye-popping sum might be new to you, youre probably familiar with the fact that disengaged teams dont make for great results within the contact center. But what if there were a way to turn work into something quite a bit more like playand to motivate and empower your teams to deliver elevated customer service in the process?

Gamification 130

Gamification Contact Center Engagement Call Center 130

Calabrio

MARCH 22, 2025

At the same time, contact center operations have also taken on a new level complexity. Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes.

Contact Center 130

Contact Center Management Strategy Call Center 130

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NobelBiz

NOVEMBER 26, 2024

Choosing a call center service provider is an important decision that affects customer satisfaction, ongoing efficiency, and brand reputation. Customer interactions can be improved, workflows can be streamlined, and cutting-edge technology solutions can be provided by the right provider, elevating your business.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

TechSee

DECEMBER 22, 2019

The ongoing shift to self-service has brought about many positive changes to the customer service field. Call volumes in many contact centers are down along with the cost to serve. Fewer customers now require assistance from live agents to pay bills or carry out other simple tasks.

Call Center 124

Call Center Self Service Contact Center Effort Score 124

AWS Machine Learning

NOVEMBER 21, 2024

Solution overview This solution uses Amazon Bedrock for batch inference to summarize call center transcripts, coupled with the following two-step approach to maintain responsible AI practices. Highlight actionable insights for improving customer service. Focus on the main issue, steps taken, and resolution.

Guidelines 111

Guidelines e-support Call Center Culture 111

Comm100

MAY 22, 2020

Here are a few benefits of coining a name for your call center team, and we’ll walk through some examples too. Free Omnichannel Customer Engagement. Be everywhere your customers want you to be, whenever they want with Live Chat, Email, Social Media, SMS & Knowledge Base – for free! Your Team Gets an Identity.

Call Center 130

Call Center Omni-Channel Conference Fashion 130

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Comm100

MARCH 8, 2018

Here are a few benefits of coining a name for your call center team, and we’ll walk through some examples too. The team name will be a significant contributor to the opinions your customers (internal or external) create about your team’ capabilities, before they get to know the members. Ideas for Creative Call Center Team Names.

Call Center 39

Call Center Conference Fashion Travel 39

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

NobelBiz

MARCH 11, 2025

If you’ve ever worked in customer service, you know complaints are inevitable. Get it right, and you build trust, loyalty, and long-term customers. Artificial intelligence (AI) is revolutionizing customer interactions. Get it wrong, and you risk negative reviews, social media backlash, and lost revenue.

Call Center 52

Call Center Chatbots Contact Center e-support 52

Customer Bliss

JUNE 6, 2018

Asking, how do we build a learning organization in a culture of continuous improvement? Eric knew that changes had to be integrated into the culture and employee experience. Then, he spent time gathering customer feedback from call centers, social media, etc. Think about CX of the Future.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services? Its a two-way street.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Vonage

JULY 29, 2015

Building a culture of customer service excellence is key to building and sustaining a company’s livelihood in almost any industry. Here’s why: The number of interactions between customers and employees is nearly infinite, and the chances to get things wrong or right are nearly innumerable. How to get started today.

Culture 120

Culture Customer Service How To Social Media 120

TechSee

OCTOBER 31, 2019

As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. Let’s meet these malevolent monsters and get to grips with the thorny issue of call center attrition. The lonesome mummy.

Call Center 117

Call Center Contact Center Average Handle Time Fashion 117

Calabrio

MARCH 5, 2025

However, call quality monitoring is much more than a matter of just checking boxes; it’s about gaining a deep understanding of how your agents are interacting with customers and identifying areas for improvement. It also includes empowering call center agents with effective training, strong scripts, and targeted coaching.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Training Technology Gamification 117

NICE inContact

JUNE 7, 2017

What brands come to mind when you think of good customer service? Amazon, again, provides me with multiple ways to contact them, and has a great self-service service site. Nordstrom, who is no stranger to being in the news for innovation and customer service, always stands out on top. Empowerment.

Culture 168

Culture Customer Experience Self Service Customer Service Representative 168

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Vonage

AUGUST 30, 2017

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before.

Customer Expectations 217

Customer Expectations Trends Omni-Channel Self Service 217

Comm100

NOVEMBER 14, 2017

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Resources 160

Resources Customer Service Customer Service Training Course 160

TechSee

DECEMBER 28, 2020

In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional responsibilities of agents, and the agent’s role includes more responsibilities traditionally held exclusively by technicians. Focus on agent engagement. How can we get there?

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

Vonage

OCTOBER 2, 2017

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before.

Customer Expectations 435

Customer Expectations Omni-Channel Trends Self Service 435

Experience Investigators by 360Connext

DECEMBER 17, 2014

Deputize someone in each department as the customer advocate. It’s their job to truly represent the customer in every meeting. Include customer tasks in YOUR to-do list every day or week. Call the call center, try to order something online, or just talk to front-line staff. Make sure they do.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Integrity Solutions

OCTOBER 5, 2022

Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right. Leaders know that customer expectations are higher than ever.

Culture 87

Culture Customer Service Customer Service Training Contact Center 87

ShepHyken

JUNE 17, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers. Top Five Bonuses.

Customer Service 114

Customer Service Call Center Feedback Culture 114

Magellan Solutions

MAY 3, 2022

Companies that outsource call centers have one thing in common: they know the significance of building and maintaining good customer relationships. Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. List of Companies that Outsource Call Centers.

Call Center 81

Call Center Company Telecommunications Banking 81

NobelBiz

JUNE 4, 2024

Customer service is the backbone of any successful call center. It’s the first point of contact between a business and its customers, making it a critical component in shaping the customer experience. What is a Customer Service Call Center?

Call Center 52

Call Center Customer Service Social Media Contact Center 52

Magellan Solutions

FEBRUARY 14, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. Healthcare organizations can hand off their growing call center needs and redirect resources toward core clinical care.

Call Center 98

Call Center Healthcare Company Hospitality 98