The DiJulius Group

NOVEMBER 14, 2024

Turning Your Contact Center into a Relationship Center Dave Murray, VP of Consulting at The DiJulius Group, discusses three ways to turn your current contact center into a center focused on building and maintaining customer relationships.

Contact Center 52

Contact Center Consulting Groups Customer relationships 52

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Calabrio

MARCH 5, 2025

By collecting direct and indirect insights into customer behaviorwhether its related to customer service experiences in the contact center or pain points elsewhere in their journeybusinesses can uncover insights that help them better cater to customer needs and improve their overall experience. Peckham Inc.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

InMoment XI

NOVEMBER 19, 2024

Contact Centers In customer service, contact center AI hallucinations can damage brand credibility. Customers won’t be able to trust a business after getting an inappropriate response to their queries. It leverages sentiment analysis to understand customer intent and generate meaningful responses.

Healthcare 195

Healthcare Contact Center Training Financial 195

NobelBiz

NOVEMBER 19, 2024

The customer service world is evolving rapidly alongside advancements in technology. Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Let’s explore 20 contact center automations that can transform your operations.

Contact Center 52

Contact Center Call Center Self Service Chatbots 52

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

Calabrio

MARCH 5, 2025

In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

NICE inContact

OCTOBER 15, 2019

But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. No matter what your job is, you are measured on performance.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

Talkdesk

MAY 12, 2020

The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily. Encourage them to introduce their role on the team as well as how the agents can contact them.

Contact Center 119

Contact Center Training Tips Call Center 119

InMoment XI

OCTOBER 17, 2024

Knowing the right questions to ask can positively impact your customer relationships, but designing good questionnaires is certainly a challenge. With the help of InMoment’s AI-Powered Active Listening , you can leverage the power of award-winning generative AI to intelligently listen and respond to customers in real-time.

Feedback 195

Feedback Effort Score Survey Customers 195

BlueOcean

OCTOBER 30, 2018

Blue Ocean, an international outsourced contact center servicing North America, is excited to begin hiring for 60 new jobs in the Halifax area. These new jobs come after a long-time client, and world-leader in travel insurance, expanded their call center business with Blue Ocean. About Blue Ocean Contact Centers.

Contact Center 132

Contact Center Call Center Insurance Travel 132

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customer experience (CX) is the new marketing battleground. So, if customer experience is the new battleground, then the contact center is out front leading the charge. Customer Experience. Marissa Feigen. Mon, 05/23/2022 - 12:58.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. Example: A telecom provider notices low CES scores in its contact center.

NPS 118

NPS Effort Score Metrics e-support 118

NICE inContact

SEPTEMBER 29, 2020

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

CRM 156

CRM Contact Center Data Customer relationships 156

Adrian Swinscoe

FEBRUARY 5, 2025

Todays podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention [] The post The natural home of the contact center is under the CMO Interview with Alex Levin of Regal.io

Contact Center 59

Contact Center Contact Center Software Customer Retention Software 59

Talkdesk

MARCH 17, 2020

Continuously improving the customer journey in order to achieve the perfect customer experience (CX) is the Everest of the CX-obsessed. This is largely due to complex and inflexible tools that are difficult to customize and require IT resources, developers or professional services to build and manage. Your data, your way.

Contact Center 94

Contact Center Tourism Self Service Travel 94

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center Guidelines Roadmap 105

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department.

Contact Center 98

Contact Center Technology Self Service Average Handle Time 98

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 424

NPS Feedback Net Promoter Score B2C 424

BlueOcean

JANUARY 8, 2019

It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep. We’d love to chat with you about building a better customer experience.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

CloudCherry

OCTOBER 23, 2019

Kaye Chapman is the Learning & Development Manager at Comm100 , an internationally-experience writer and trainer, a Contact Centers Specialist, and this week’s honored guest. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike.

Customer Service 225

Customer Service Contact Center Customers Customer relationships 225

Talkdesk

NOVEMBER 25, 2020

Here are three tips on how to scale your contact center for the seasonal rush. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Tips Self Service Ecommerce 101

NobelBiz

APRIL 23, 2024

In the United States, the majority of customer complaints regarding debt collection concern agencies trying to collect debt that the consumer did not owe. This is why automation is especially transformative in contact centers. RELATED ARTICLE What is Call Center Compliance?

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

Call Experts

FEBRUARY 17, 2022

If you want to make a change, consider hiring experts who can look at your entire process and implement award-winning contact center solutions. Then, commit to improving your customer experience by hiring customer experience experts. . This article will dive into how you can improve your customer service.

Contact Center 98

Contact Center Customer Service Self Service How To 98

Cyara

JANUARY 4, 2024

Contact center technologies continue to evolve and enhance customer experience. As a result, contact center testing is growing in importance. In 2024, successful businesses will need to continue to keep their focus fixed on the customer journey.

Contact Center 76

Contact Center Trends Customer Journeys Customer relationships 76

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

ProProfs Chat

DECEMBER 22, 2020

This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. And that’s not the only change businesses had to accommodate while running a contact center for chat support. Challenges Faced by Contact Centers. For Customers.

Contact Center 86

Contact Center How To Call Center Knowledge Base 86

Kustomer

OCTOBER 12, 2020

If the past year has taught the CX world anything, it’s that building and maintaining customer relationships is the key to survival during tough times. In fact, according to recent Kustomer research, empathetic customer service was the most valued customer service attribute during the global pandemic.

Customer relationships 96

Customer relationships Brands CRM Contact Center 96

Upstream Works

JANUARY 12, 2022

The demands facing contact center systems are getting more complex and more varied than ever before. Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers.

Contact Center 78

Contact Center Self Service Omni-Channel Touchpoint 78

InMoment XI

DECEMBER 13, 2024

The dashboard visualizes these metrics on a unified platform to provide insight into agent and call center performance. As a result, teams can make informed decisions on improving customer relationships and resolving issues. Call Center Dashboard: This dashboard is ideal for businesses handling a high volume of phone calls.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Lumoa

JUNE 23, 2021

While the proliferation of handheld devices has a lot to do with the inflated expectations of customers, it is also natural. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

NICE inContact

DECEMBER 1, 2020

The right customer intelligence and quality management software provide a solid platform from which to launch customer engagement initiatives. Businesses that get this right will have loyal customers who are willing to buy more and refer friends and family.

Customer relationships 156

Customer relationships Software Customer Engagement Engagement 156

Experience Investigators by 360Connext

MARCH 23, 2021

It’s a point of friction in some ways but it also is a necessary part of scaling customer experience. Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. There is some inherent bias here, because they will pick the easy customer!

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271