TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. What Matters Most to Contact Center Managers. Contact center managers need clear strategies to create efficient, productive and effective teams.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

InMoment XI

NOVEMBER 21, 2024

What about textual data in the form of reviews, call center scripts, and social media activity? Engage the leadership by showing how VoC analysis affects company goals like boosting retention and revenue. The Natural Language Processing (NLP) approach helps analyze this unstructured data for valuable insights.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Customer Bliss

FEBRUARY 13, 2018

In this episode, I talk to Josh about what customer experience leadership looks like in a large, multi-service organization like Samsung. Present the Customer Experience Story to Leadership. Josh put together a program that was called Care Academy internally at Samsung. Assess the Work to be Done and Focus.

Leadership 141

Leadership Customer Experience Customer Service Call Center 141

Who's Your Gladys?

SEPTEMBER 26, 2014

Best practices Call Center Customer Service Communicating with Customers Customer Relationship Management customer service performance Dialog Direct Engagement Leadership Lori Jo Vest Marilyn Suttle performance Who''s Your Gladys? Customer Service Trainers David Shapiro employee engagement Michelle Pretty Sara Wright'

Call Center 211

Call Center Customer Relationship Management Employee Engagement Leadership 211

InMoment XI

JUNE 7, 2022

Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play.

Company 369

Company Social Media Return on Investment Travel 369

Talkdesk

AUGUST 28, 2020

Working as a call center agent seemed like a good opportunity as the money was decent and allowed me to perform my job on a part-time schedule. Following six years of a challenging journey as a call center agent, I joined Talkdesk® as a technical support representative in 2015.

Leadership 122

Leadership Customer Experience Call Center Culture 122

InMoment XI

JUNE 7, 2022

Using Transactional Surveys in the Call Center. I’ve also seen them be useful for evaluating call center experiences. Customers keep a company going—it literally pays to listen to them. Transactional surveys are a great way for customers to gauge purchases, but their utility extends far beyond the point of sale.

Survey 368

Survey Call Center Touchpoint Call Center Experience 368

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 CEO and executives should listen to the call center, walk through a digital experience or roam the floor of a store to really experience what customers do everyday. Lead by listening.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. For example, the average time in queue and resolution time are often used as call center metrics.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

NobelBiz

NOVEMBER 17, 2020

Do yourself a big service and learn the ABC of implementing a social media strategy for your Call Center. The post What is the Difference Between Call Centers and Contact Centers? People interact with brands via the social media channels like never before. appeared first on NobelBiz®.

Call Center 111

Call Center Contact Center Social Media Consumers 111

NobelBiz

MARCH 23, 2022

Richard Blank, outsourcing industry leader and the CEO of Costa Rica's Call Center, joins our podcast for a brilliant episode on leadership, culture and much more! The post Call Center Culture and The Secret Sauce of a Successful Phone Call, with Richard Blank appeared first on NobelBiz®.

Call Center 98

Call Center Culture Leadership Industry 98

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction.

Call Center 97

Call Center Gamification Contact Center Employee Engagement 97

Customer Bliss

APRIL 6, 2017

They may contact a call center, or they may reach you on Twitter. I am all for uniting silos, and bringing senior leadership together in some form of shared accountability. The problem is: generating revenue has become increasingly about the customer, and the customer has so many different touchpoints with your organization.

Touchpoint 230

Touchpoint Leadership Call Center Survey 230

InMoment XI

MARCH 25, 2025

Nowhere is this more critical than in call centers and customer experience teams, where every interaction shapes customer satisfaction, brand perception, and business outcomes. Then leadership can communicate those successful, productive tactics to entire teams. Training is key here.

Contact Center 195

Contact Center Call Center Software Leadership 195

Experience Investigators by 360Connext

DECEMBER 17, 2014

Call the call center, try to order something online, or just talk to front-line staff. Blog Customer Experience Customer Journey Mapping Featured customer service employee engagement Entrepreneurship leadership linkedin loyalty' Deputize someone in each department as the customer advocate.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Did better customer onboarding materials lead to reduced call center costs ? Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement. How did we earn this criticism?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

NobelBiz

JANUARY 5, 2021

Quality is a key issue for customer services and contact centers are facing a serious problem between waiting times getting longer, agents having less time to process call requests, and more. The post Call Center IVR: The Cornerstone of Digital Transformation appeared first on NobelBiz®.

Call Center 98

Call Center Contact Center Wait Times Trends 98

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NobelBiz

OCTOBER 30, 2020

What you need to do to improve call center customer service is having the right tools, caring for your customers and empowering your agents. The post How to Improve Call Center Customer Service appeared first on NobelBiz®.

Call Center 88

Call Center Customer Service How To Customers 88

Stella Connect

NOVEMBER 4, 2021

5 Employee Recognition Program Examples to Try in Your Call Center. Let’s take a look at employee recognition program examples that you can try in your call center. #1. Weekly Wins’ emails get your agents front and center with the opportunity to receive a flurry of praise. Share ‘Weekly Wins’ Emails with Everyone.

Call Center 91

Call Center Examples Effort Score First Call Resolution 91

Kayako

JULY 11, 2019

In many traditional call centers, employees were treated like rats in a maze that weren’t even allowed to move around! The direct leadership of customer service teams has a tremendous impact on morale. Ego driven leadership. . If you say only the negatives, you push them further down and kill morale. No empowerment. .

Customer Service 221

Customer Service Leadership Ecommerce Metrics 221

CX Accelerator

MAY 25, 2022

Jenny began her call center customer service journey on the front lines back in 2005. She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo. Great choice Jenny. We hope it serves you well!

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

Customer Bliss

NOVEMBER 29, 2018

She looked at all of the customer touchpoints and pain points, collected data from call centers to gather complaints and feedback, and reviewed communications previously sent to members. Everything they do at the Department is “about operational excellence,” according to Antoinette.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

Stella Connect

NOVEMBER 18, 2021

When it comes to setting priorities for the call center, it’s important to keep rewarding and recognizing your customer service agents top of mind. After all, call center incentives aren’t just a “nice to have.” 5 Types of Call Center Incentives and How to Decide When to Use Each. #1:

Call Center 78

Call Center How To Competitive Advantage Effort Score 78

CX Accelerator

JULY 1, 2020

Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick. Examples include cloud infrastructure providers, call center solution experts, etc. Two specific examples come to mind.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

NobelBiz

APRIL 14, 2022

Michael Tamer, or the Contact Center Coach, is the CEO at Proponisi and is passionate about helping people become great leaders, using his skills as a trainer and driving performance for everyone involved: from the frontline agent to supervisors and leaders in the contact center space. Tune in and watch more!

Call Center 90

Call Center Training Contact Center Leadership 90

Customer Bliss

MAY 30, 2017

Claudiu brings 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and strategy consulting, and is a published expert in the field of customer experience. He designed a best-in-class customer experience model now utilized across a global footprint. Transforming CX in three segments.

Financial 121

Financial Banking Healthcare Leadership 121

BlueOcean

MARCH 3, 2025

Lets make sure our stakeholders and our senior leadership have a strong connection with this partner. In the contact center, this is when both partners are focused on navigating the customer experience with an innovative approach to improve customer satisfaction. Its a two-way street.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

GetFeedback

JULY 23, 2018

Touchpoints for customers at your organization can include your brick-and-mortar locations, website or e-commerce stores, mobile shopping, a customer service or sales call center, e-mail, and SMS messaging. Step 4: Get ready to plot. A common way of setting up your first customer journey map is with a simple chart.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Employees get burned out on constant complaints or commands from leadership. Lead by listening.

Customer Focused 208

Customer Focused Customer Centricity Call Center Customers 208

Calabrio

JANUARY 17, 2025

Diverse roles in contact centers Contact centers offer a range of roles beyond the traditional agent position. Agents today can aspire to develop their careers in areas such as: Team Leadership: Guiding and mentoring teams to meet performance metrics and drive exceptional customer experiences.

Contact Center 130

Contact Center Analytics Report Training 130

InMoment XI

AUGUST 19, 2024

Measuring the success of CX initiatives and sharing insights with your team and leadership is vital to continually improving and achieving these results. How to Prove CX ROI to Leadership? Leadership is more likely to support initiatives that show sustained, quantifiable returns. How to Measure the ROI of CX?

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Experience Investigators by 360Connext

DECEMBER 17, 2019

Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. 1: Overcome Leadership Bias: 5 Common Types and the #1 Solution. Is leadership bias an issue for you?

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

NICE inContact

NOVEMBER 1, 2020

Even if agents are distracted and issues are coming up, contact centers must provide the same level of satisfaction as they would have before. these challenging times your customer’s voice matters more than ever — but this information can get lost among everything else going on.

Leadership 156

Leadership Contact Center How To Customers 156

BlueOcean

OCTOBER 7, 2024

While some call centers have given the industry a bad rap, the right partner knows the value of natural light, ergonomics, thoughtful interior design, and inviting leisure spaces. Technology The pace of change in the contact center industry is mind-blowing. Positive, encouraging, and likeable leadership is critical.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

While some call centers have given the industry a bad rap, the right partner knows the value of natural light, ergonomics, thoughtful interior design, and inviting leisure spaces. Technology The pace of change in the contact center industry is mind-blowing. Positive, encouraging, and likeable leadership is critical.

Contact Center 156

Contact Center Culture Leadership Call Center 156

Magellan Solutions

MAY 20, 2024

Whether you are a small to mid-sized enterprise or a multinational company, the Philippines provides first-class outbound call center services focused on boosting engagement with customers for sales increases. Ranked as a top-of-the-line call center, it has business process outsourcing solutions that are customized for SMEs.

Call Center 52

Call Center Call Center Solutions e-support Innovation 52