Uniphore

NOVEMBER 19, 2021

Now, contact center leaders, customer experience leaders and those serving customers directly are empowered in ways we haven’t seen before. These leaders have a deep understanding of the real challenges their contact center agents and customers face. But there is a new set of challenges as well.

Customer Experience 264

Customer Experience Self Service Contact Center First Call Resolution 264

Customers Rock!

MAY 28, 2012

With so much noise in the social channel, is it worth it to ferret out a few random requests for customer service? And with a sawmill full of fallen logs ready to be processed, few could blame customer service executives for focusing on contact center through-put. Product Knowledge. People Skills.

CRM 223

CRM Social Media Contact Center Customer Service Representative 223

Uniphore

NOVEMBER 3, 2017

When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. More often than not, it is the people themselves who make the difference when it comes to an organizations ability to provide great customer service.

Customer Service Representative 100

Customer Service Representative Customer Service Contact Center Customers 100

Bill Quiseng

MAY 29, 2024

For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. The leaders then analyze their agents’ FCR metrics for First Contact Resolution. So shouldn’t customer service be customer care?

Customer Care 158

Customer Care Contact Center Customer Service Representative Social Media 158

Call Experts

NOVEMBER 19, 2020

Have you ever considered contact centers and call centers? Once you receive the lead, you have to nurture their experience to convert them into customers! Once you receive the lead, you have to nurture their experience to convert them into customers! Contact centers deal with customers directly and daily.

Contact Center 98

Contact Center Call Center Metrics Customer Service Representative 98

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Employee engagement is one of the most challenging aspects to master in the contact center. Gamification works well within a contact center environment as it leverages a number of game mechanics that workplaces can use to keep employees engaged and focused.

Gamification 79

Gamification Contact Center Average Handle Time Employee Engagement 79

InMoment XI

OCTOBER 17, 2024

Questions to assess customer support performance From improving the contact center experience to understanding customer expectations on a deeper level, the following questions help you analyze your customer support efforts: 1. How would you rate the communication you received from our customer support team?

Feedback 195

Feedback Effort Score Survey Customers 195

TechSee

JUNE 29, 2023

Similarly, AI easily scales up and down to meet changing demands, eliminating long wait times and poor CX during mass service events or seasons. AI in customer service will likely start as a solution for quickly and efficiently handling routine inquiries, freeing human customer service representatives to focus on more complex issues.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

Playvox

JULY 18, 2022

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. What Causes Contact Center Agent Attrition?

Contact Center 73

Contact Center Technology Social Media Employee Engagement 73

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Contact Center 76

Contact Center Management How To eBook 76

Clarabridge

APRIL 11, 2017

Clarabridge recently conducted a study of both contact center agents and consumers. We wanted to see where their expectations and experiences lined up when it comes to customer service calls. No surprises here—the customers and agents don’t typically see eye to eye. Here are some key takeaways from our survey.

Contact Center 77

Contact Center Call Center Call Center Experience Social Media 77

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work.

Contact Center 77

Contact Center Training Gamification eBook 77

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Self Service 156

Self Service Contact Center Customer Service Representative Healthcare 156

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

Playvox

FEBRUARY 23, 2022

Employee engagement is one of the most challenging aspects to master in the contact center. Whether in sales, customer service, or collections, ensuring that your employees are motivated and engaged should be a key focus. How to Drive Engagement with Gamification in Your Contact Center.

Gamification 73

Gamification Contact Center Engagement How To 73

CSM Magazine

NOVEMBER 11, 2024

Associate Degree Programs: Community colleges and technical schools often provide associate degree programs in customer service, customer relationship management, or business administration with a customer service focus.

Tips 52

Tips Customer Service Management Contact Center 52

Calabrio

OCTOBER 3, 2019

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Over time, frontline staff too have come to enjoy more control over their working lives through self-service.

Self Service 145

Self Service Contact Center Gamification Competitive Advantage 145

TechSee

JANUARY 21, 2020

In fact, the latest research shows that small-sized call centers (less than 50 seats) have an annual turnover rate of 17%, medium-sized contact centers witness a 37% attrition rate and large-sized operations lose 44% of their reps per year. One proven method is driving agent engagement with Visual Assistance technology.

Contact Center 124

Contact Center Effort Score Knowledge Base Call Center 124

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center.

Contact Center 63

Contact Center Employee Engagement Gamification Tips 63

Advantage Communications

NOVEMBER 30, 2022

Contact center artificial intelligence (AI) is a type of software that enables customer service reps to automate tasks, including customer support.

Contact Center 52

Contact Center Self Service Customer Service Representative Software 52

InMoment XI

JANUARY 12, 2024

Here is a breakdown of how conversation intelligence operates: Data Collection: Conversation intelligence platforms can work as part of an omnichannel contact center to gather data from various sources, including audio recordings of phone calls, video conferences, chat transcripts, emails, and other written communication channels.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

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

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. Contact centers vary widely to suit the needs of a wide range of businesses. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction.

Contact Center 56

Contact Center Management Poor Customer Service eBook 56

NICE inContact

JUNE 20, 2017

While contact center agents typically serve as the face of the company, we know that there are many internal functions that influence a customer’s experience. Those customer service representatives (CSRs) don’t understand the logistics of getting this product out the door! Cross-functional job shadowing.

Contact Center 122

Contact Center Culture Exercises Customer Service Representative 122

Talkdesk

MARCH 30, 2017

Every company has a team of customer service representatives who come to work every day and field customer calls. Their primary role is to speak with customers, giving them valuable insights into how your products are being used. They can contribute to much more than routine contact center jobs.

Customer Service Representative 40

Customer Service Representative Customer Service Call Center Advertising 40

ShepHyken

MAY 26, 2020

If this were true, the customer support center or department would not exist. The customer support department and contact centers have undergone a change over the past decade. Frontline customer service agents have valuable information and data about the customer. It is a requirement.”.

Contact Center 122

Contact Center Customer Service Representative Omni-Channel Technology 122

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Tips 282

Tips Customer Centricity Strategy Social Media 282

ShepHyken

DECEMBER 10, 2019

They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.

Contact Center 105

Contact Center Customer Service Representative Call Center Technology 105

Magellan Solutions

NOVEMBER 14, 2021

Where do you find an omnichannel contact center ? In our 18+ years of experience as an omni channel customer engagement solutions , we were able to interact with customers across these different channels, but not in the typical cohesive fashion. . Contact us for a quote on our omnichannel services today.

Omni-Channel 52

Omni-Channel Contact Center Customer Service Call Center 52

ShepHyken

NOVEMBER 5, 2024

Plus, Anurag and Shep discuss why it is important to always let customers know when they are talking to AI. Quotes: “Anyone in the organization can be a customer service representative. Because there are now multiple ways to engage with a brand, anyone has the opportunity to do a job that delights the customer.”

Customer Service 74

Customer Service Self Service Social Media Customer Service Representative 74

NobelBiz

APRIL 3, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

Self Service 52

Self Service Contact Center Omni-Channel Knowledge Base 52

NobelBiz

JANUARY 31, 2022

Customers in 2022 expect to connect with your contact center via a variety of communication methods in a fluid, undifferentiated manner. Which contributes to scaling up your business through customer satisfaction and loyalty. Hence the question, how to create a unique knowledge base in 2022 for your contact center?

Knowledge Base 52

Knowledge Base Contact Center How To Omni-Channel 52

Playvox

MAY 26, 2021

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. Emphasize Educating, Not Selling. Take the Next Step.

Contact Center 92

Contact Center Customer Service Representative Culture Metrics 92

NobelBiz

OCTOBER 6, 2020

The latest news from the workforce market seems to point out that the contact center industry has settled for a clear model. Maybe a surprise for some and confirmation for others, but the contact center industry seems to have adapted quite well to the new reality of remote work. The same J.D.

Contact Center 52

Contact Center Call Center Banking Customer Service Representative 52