Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 392

Strategy Customer Experience How To Customer Journeys 392

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. They’re picking up their phones at all hours of the day.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Social Media 172

Social Media Customer Service Strategies Customer Service Strategy 172

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Are your customers happy?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

ShepHyken

DECEMBER 5, 2022

Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience by Eric Smuda. InMoment) Too many companies see their call center as only a cost and something that can be managed or minimized by reducing headcount and shifting to lower cost channels. Second, find shared values.

Customer Service 74

Customer Service Hospitality e-support eBook 74

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. How to Adapt to Remote Work.

Contact Center 70

Contact Center Management Policies Gamification 70

NobelBiz

FEBRUARY 21, 2022

In the past, businesses had to spend a lot of money and take up a lot of space to install call center technology — stations, computers, servers, etc. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

FEBRUARY 22, 2023

In the past, businesses had to spend a lot of money and take up a lot of space to install call center technology — stations, computers, servers, etc. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

Clarabridge

MAY 30, 2017

Once you can spot trends where customers are experiencing friction, including how they got there and how quickly it was resolved, your employees will be able to replicate the methods that led to victory and master the customer experience. Currently, most organizations assess customer care by productivity (i.e.

Contact Center 45

Contact Center Telecommunications First Call Resolution eBook 45

Stella Connect

JANUARY 25, 2018

Tailored, in-the-moment micro-coaching , for example, is by far the most effective way to improve individual agents’ service performance; VoC-powered QA programs allow contact center leaders to instantly identify and address individual and collective performance issues. (We What is your brand’s customer service ideal?

Self Service 40

Self Service Trends Customer Service Contact Center 40

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

Stella Connect

MAY 4, 2017

In 2015, she became Director of Call Center Operations for Renaissance Dental, where service team morale was low and turnover was painfully high. By using employee feedback to improve training, Dustie oversaw major increases in customer satisfaction, employee satisfaction, employee retention. . Even More “Before You Go”.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

C3Centricity

MARCH 31, 2020

These are the takeaways that you might want to consider in order to avoid similar long drawn-out – and resource-wasting – exchanges with your own customers. This post includes concepts and images from Denyse’s book Winning Customer Centricity. . It is now available in Hardback, Paperback, EBook and AudioBook formats.

Customer Service 262

Customer Service Customers CRM Customer Care 262

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Grab a copy of our Agent Training eBook for more insight. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean. Request a download here.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

Interactions

JANUARY 6, 2022

Read about best practices for overcoming these barriers in our eBook. Consumers will continue to evolve their expectations for customer care. They will expect low-effort solutions and will increasingly look to digital channels as an alternative to waiting on hold for a call center agent. Read our blog to see how.

Customer Experience 71

Customer Experience eBook Contact Center Interaction 71