Myra Golden

APRIL 11, 2023

Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs. But how can they achieve this?

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 68

Customer Service Self Service Banking Culture 68

rethinkCX

JUNE 12, 2024

Celebrate milestones, such as meeting performance targets or delivering exceptional customer service, to reinforce positive behaviors and boost morale. It includes talk time, hold time, and after-call work. This technology helps reduce wait times, improve first call resolution, and optimize resource utilization.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

rethinkCX

JUNE 12, 2024

Celebrate milestones, such as meeting performance targets or delivering exceptional customer service, to reinforce positive behaviors and boost morale. It includes talk time, hold time, and after-call work. This technology helps reduce wait times, improve first call resolution, and optimize resource utilization.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

Integrity Solutions

SEPTEMBER 28, 2023

To create a true customer service culture where, by definition, customer needs are not just met but exceeded, customer-facing teams need to view customer service and sales as one and the same. Customers expect to have their needs and opportunities looked out for. Customers want empathy.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

NobelBiz

APRIL 3, 2023

Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services.

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

CSM Magazine

FEBRUARY 21, 2022

In turn, it ensures the delivery of a better omnichannel customer experience. Decision trees at customer support centers ensure an enhanced quality of the service offered. It helps your CS teams deliver exceptional customer service by ensuring that the service is fast and provides a correct resolution.

Omni-Channel 52

Omni-Channel Self Service Tools Customer Experience 52

Call Experts

JULY 28, 2022

A customizable script can help your team focus on what matters most to your customers. Some contact centers even include sophisticated features that enable them to distribute calls efficiently and provide exceptional customer service. With IVR, agents can access different skill sets for a specialized call.

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

SurveySensum

DECEMBER 20, 2023

Did you know that 52% of customers are ready to pay more if they receive exceptional customer service? Customer service is the backbone of any successful business. It’s what keeps customers happy and loyal. By collecting customer feedback ! How exactly? How exactly?

Metrics 52

Metrics Self Service Net Promoter Score Customer Service 52

NobelBiz

JULY 4, 2023

In the era of data overload, AI-powered Automated Interaction Summaries emerge as a game-changer for call centers. By distilling critical information from conversations, they empower agents to make informed decisions, drive operational efficiency, and exceed customer expectations.

Interaction 52

Interaction Call Center Engagement Contact Center 52