Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. An unhappy customer wants to be heard.

Customer Service 265

Customer Service Start-ups Customer Satisfaction Gambling 265

Uniphore

DECEMBER 14, 2021

Through Cisco’s SolutionsPlus Program, Cisco’s customers and channel partners can purchase Uniphore’s conversational automation products to enable more efficient, frictionless and secure conversations between customer service agents and customers.

Sentiment Analysis 264

Sentiment Analysis Customer Experience ML Contact Center 264

Callminer

NOVEMBER 9, 2020

Organizations need to be prepared to effectively combat call center fraud. Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. Customer behavior across channels does not seem normal.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. Educate, engage and empower your employees.

Contact Center 246

Contact Center Education Start-ups AI 246

CSAT.AI

DECEMBER 16, 2021

Offshoring contact center operations is not a new concept. When it comes to BPO (Business Process Outsourcing), customer service is near the top, especially for large businesses. costs scalability 24/7 service company size brand country options language barriers communication tools change and risk management.

Contact Center 109

Contact Center Entertainment Legal Retail 109

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 Contact Center AI Technology 264

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win.

Contact Center 121

Contact Center AI Technology Technology 121

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Execs In The Know

NOVEMBER 21, 2022

With the rapid advancement of technology, brands have started to rethink how they deliver exceptional customer service. In a recent webinar , our Business Partner Replicant stated that 80% of customer interactions can be resolved by automation. You’ll need to educate them on the nuances of your industry and business.

Contact Center 98

Contact Center Education AI Engineering 98

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. How to Reduce Contact Center Costs AND Improve Customer Service. Successful case studies.

Contact Center 98

Contact Center CRM Gaming Customer Service 98

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Technology Social Media 98

Execs In The Know

NOVEMBER 22, 2022

Strategies for Leading a Multilingual Global Contact Center. This shift in mindset will enable companies to improve their staffing strategies, optimize their efficiency, and provide a delightful and consistent experience for customers every time. . Five Considerations for Multilingual Contact Center Operations.

Contact Center 98

Contact Center CX Technology Technology 98

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center Social Media Education Technology 170

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. Are you new to the customer service space and currently seeking a) some fundamental orientation information; and b) membership in some pivotal circles where important CS knowledge is shared?

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Fonolo

APRIL 11, 2019

It’s imperative in a time of high competition and demand that your contact center is in optimal condition. Business consultant Peter Drucker noted, “the purpose of a business is to create a customer,” and the purpose of the call center is to maintain the customer. Use Advanced Analytics.

Contact Center 87

Contact Center Education Business Consulting Technology 87

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? See where your contact center makes its mark or could use a little improvement.

Customer Service 130

Customer Service Contact Center Social Media Engineering 130

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Innovation Social Media 108

Fonolo

DECEMBER 2, 2021

From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. A reduction in available childcare workers has left many contact center agents without adequate care for the kids, forcing them to leave their positions.

Contact Center 95

Contact Center Technology Technology Retail 95

CX Accelerator

FEBRUARY 2, 2020

I first wanted to understand a bit about the educational background of CX professionals and gain insight into their individual journeys to careers in CX. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8. I then asked them to recommend a college major or field of study.

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

Uniphore

OCTOBER 21, 2021

Uniphore’s integrated Conversational Automation (CA) platform now combines Conversational AI, workflow automation, Robotic Process Automation (RPA), low-code/no-code capabilities and a business friendly UX to transform and democratize customer experiences. Conversational Automation really is the next frontier in digital transformation.

Contact Center 189

Contact Center Education Healthcare AI 189

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Taylor Reach Group

APRIL 2, 2019

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. My name is Colin Taylor.

Contact Center 92

Contact Center Compliance Start-ups Education 92

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Peter Lavers @ ThinkCX .

Customer Service 136

Customer Service Contact Center Social Media CX 136

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Inspiring service workers. He helped to give great pride to an entire generation of service workers. An innovative mindset.

CX 266

CX Innovation Contact Center Education 266

Fonolo

DECEMBER 13, 2018

Here are a few things every retail company can do to maintain a high level of customer service and ensure that the momentum gained is maintained this festive season both in-store and online. Incentivize Your Customer Service Employees. The holiday season can be a difficult time for customer service employees.

Customer Service 113

Customer Service Contact Center Artificial Intelligence Social Media 113

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 119

Customer Service Contact Center Hospitality Hospitality 119

Customer Service Life

JULY 23, 2021

It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. What is in my Customer Service “Oh Sh*t Kit” may be different than yours, and that’s great. Ongoing education. A recovery plan.

Customer Service 134

Customer Service Education Customer Feedback CX 134

Customer Service Life

NOVEMBER 5, 2018

When you picture customer service training, what key elements come to mind? Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical.

Contact Center 79

Contact Center Non-Profits Education Healthcare 79

Execs In The Know

AUGUST 10, 2021

While the labor shortage has affected every industry, one role that has fared relatively well during the labor shortage is that of the work-from-home (WFH) customer service agent. WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Fonolo

MAY 16, 2019

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.

Customer Service 124

Customer Service Customer Acquisition Education Customer Retention 124

Fonolo

JULY 15, 2021

To calculate cost per contact, add up all operating expenses of a call center and divide it by the annual inbound contact volume of the contact center. Examples of operating expenses for a call center include: Employee salaries. Education and training. per 3-4 customer call. Overtime pay.

Net Promoter Score 159

Net Promoter Score Contact Center Social Media Education 159

CX Accelerator

OCTOBER 26, 2019

When he found himself in the future, he didn't complain - he worked to educate himself - a growth mindset. And when the job was done, he stayed in the past for some well-deserved self-care, and did a warm hand-off of his shield to prevent service interruptions ;) ~ Dave Dyson And the job goes to. Back To CX Accelerator Blog

CX 303

CX Contact Center Start-ups Education 303

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Customer Service Life

MAY 6, 2019

In this article, I’ll share what worked and what didn’t work and then discuss some of the key outcomes you should see when conducting a similar session in your contact center. The last thing we wanted was for the discussion to fall flat because none of our leaders knew about the issue that was aggravating customers.

Contact Center 83

Contact Center Education Customer Service Customer Satisfaction 83

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Artificial Intelligence Social Media Gaming 73

Fonolo

AUGUST 10, 2017

Whether you’re a customer service director, manager, or representative, reading a few good words of wisdom always seems to help inspire your next course of action. Let’s take a moment to read through our picks of the 5 most useful quotes for customer service professionals: 1. That’s the premise of Maya Angelou’s quote.

Customer Service 97

Customer Service Contact Center Customer Satisfaction NPS 97

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. Oh, so that’s customer service, right?” okay… so what do you actually do?” “Oh,

CX 282

CX Education Social Media Government 282