CX Accelerator

OCTOBER 21, 2019

We’re here to help you, by empowering you with the network and the educational resources you need you advance in your career. As the wise Jenny Dempsey reminded me at ICMI Contact Center Expo earlier this year, in order to take the best care of others, you must first take the best care of yourself. Fair enough, but hear me out.

Social Media 208

Social Media Customer Experience CX Customer Journey Map 208

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. Social media chat messages.

Net Promoter Score 159

Net Promoter Score Contact Center Social Media Education 159

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

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. Learn more about Shaun here and here.

Contact Center 121

Contact Center AI Technology Technology 121

CX Accelerator

OCTOBER 21, 2019

We’re here to help you, by empowering you with the network and the educational resources you need you advance in your career. As the wise Jenny Dempsey reminded me at ICMI Contact Center Expo earlier this year, in order to take the best care of others, you must first take the best care of yourself. Fair enough, but hear me out.

Social Media 182

Social Media Customer Experience CX Customer Journey Map 182

Execs In The Know

AUGUST 10, 2021

WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. Perfecting the work-at-home contact center model. According to Gartner research, 70% of customer service and support agents prefer to work at home.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

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

CX Accelerator

SEPTEMBER 24, 2019

You imagined sky-high CSat, happy customers writing rave reviews, those reviews going viral on social media and hitting the news, cheering employees and your company valuation going through the roof as everyone around you asks: why weren’t we doing this earlier?! Well, dial back your expectations a little.

CX 282

CX Education Social Media Government 282

Fonolo

JANUARY 19, 2023

But stressful industries like contact centers stand out. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Most call center agents are underpaid for their skillset and education, compared to the market. Every field has employee turnover, of course. DID YOU KNOW?:

Data Entry 155

Data Entry Contact Center Social Media Education 155

Experience Investigators

OCTOBER 5, 2021

There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. Listen in a contact center or get recordings to share. Keep your finger on the pulse of social media, user reviews, and customer questions. Share the literal voice of the customer.

CX 133

CX Social Media Contact Center Customer Journey Map 133

Fonolo

NOVEMBER 21, 2017

Now let’s take that scenario and think about how to show the same amount of gratitude to call center agents. Even though employee appreciation may seem like common practice, most contact center agents feel unappreciated and disengaged. In the season of giving thanks, let’s send some love to contact center agents.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Customer Service Life

NOVEMBER 10, 2022

This isn’t my favorite question to answer and yes, I’ve had to answer it many times during my contact center career. As contact center professionals, we literally listen to the voice of the customer all day every day. Customers blast the company on social media because of some failure of the product or service.

Contact Center 132

Contact Center Text Analytics Engineering Social Media 132

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? See where your contact center makes its mark or could use a little improvement. Natural language processing, meanwhile, can be used to find knowledge that lacks text, like educational videos.

Customer Service 130

Customer Service Contact Center Social Media Engineering 130

CX Accelerator

OCTOBER 21, 2019

We’re here to help you, by empowering you with the network and the educational resources you need you advance in your career. As the wise Jenny Dempsey reminded me at ICMI Contact Center Expo earlier this year, in order to take the best care of others, you must first take the best care of yourself. Fair enough, but hear me out.

Social Media 140

Social Media Customer Experience CX Customer Journey Map 140

Fonolo

JANUARY 4, 2018

Every year we read about what promises to be the hottest contact center trends. The call center landscape is more complex than ever, and wasting time on trends that don’t benefit you will only lead to failure. VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media.

Contact Center 59

Contact Center Social Media Education Innovation 59

Fonolo

NOVEMBER 13, 2018

Mark your calendars for these educational and inspiring events, listed chronologically here (And: If you think we forgot a relevant event, feel free to reach out and let us know!). Customer Contact East: A Frost & Sullivan Executive Mind Xchange. Northeast Contact Center Forum (NECCF). ICMI: Expo & Conference.

Customer Service 108

Customer Service Contact Center Innovation Social Media 108

Fonolo

JANUARY 11, 2018

The weight social media has on brand affinity and customer satisfaction is constantly growing. Today 84% of consumers expect companies to respond within 24 hours after posting on social media, while 72% of Twitter complaints expect a response within an hour. Webinar] 3 Critical Contact Center Trends to Watch in 2018.

Social Media 87

Social Media Customer Service Contact Center Innovation 87

Fonolo

DECEMBER 13, 2018

Another thing to consider is the quick and efficient education of this seasonal staff: Be smart and plan ahead: Put in place a protocol to find and on-board customer service reps as fast as possible. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time!

Customer Service 113

Customer Service Contact Center Artificial Intelligence Social Media 113

Fonolo

JANUARY 14, 2020

Top Pick: Promoting a digital-first mentality throughout the contact center. Top Pick: Customer self-service and the role of cloud contact centers. Her personal blog is a great read and covers anything from technology to social media, entrepreneurship, customer relations, and everything in between. .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Callminer

FEBRUARY 21, 2018

Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology. He has more than 25 years of experience in leading and growing multi-site contact centers in different industries. @SearchCRM. TechnologyAdvice. Technology_Adv.

Contact Center 210

Contact Center CRM Technology Technology 210

Experience Investigators

JULY 20, 2021

And Customer Maria has completed a form at the end of a purchase process asking for someone to contact her about her issue. Customers often share feedback in user forums, review sites, and social media. Your contact center agents and other frontline workers hear from customers every day. She is still waiting.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Fonolo

JUNE 12, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. VPs & Directors of Contact Centers.

Contact Center 99

Contact Center Social Media Customer Satisfaction Education 99

CX Accelerator

SEPTEMBER 24, 2019

You imagined sky-high CSat, happy customers writing rave reviews, those reviews going viral on social media and hitting the news, cheering employees and your company valuation going through the roof as everyone around you asks: why weren’t we doing this earlier?! Well, dial back your expectations a little.

CX 208

CX Education Social Media Government 208

Fonolo

NOVEMBER 27, 2018

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing.

Customer Service 119

Customer Service Contact Center Hospitality Hospitality 119

Zendesk

SEPTEMBER 5, 2023

Whether you’re a business owner, customer service professional, or curious about the latest trends in customer support, join us as we delve into the potential and benefits of omnichannel contact centers. What is an omnichannel contact center?

Contact Center 52

Contact Center Omnichannel Social Media AI 52

Fonolo

OCTOBER 17, 2018

Customers also use social media as a preferred communications channel at this high-octane time, a public, digital soapbox upon which to shout out about frustrating customer service experiences (anything from being put on hold to never reaching a customer service agent). Don’t rush education. Jeanne Bliss ( @JeanneBliss ).

Customer Service 93

Customer Service Social Media Contact Center Education 93

Fonolo

JUNE 21, 2018

Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media.

Contact Center 52

Contact Center Social Media Compliance Education 52

Fonolo

MAY 11, 2021

With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. Six Crucial Contact Center Trends The Will Shape 2021. At what points can we better educate the customer on what to expect?

Customer Expectations 108

Customer Expectations Social Media Education Contact Center 108

Fonolo

JANUARY 16, 2019

Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. He has 25 years of experience in all facets of contact center operations.

Contact Center 85

Contact Center Social Media Education AI 85

CX Accelerator

SEPTEMBER 24, 2019

You imagined sky-high CSat, happy customers writing rave reviews, those reviews going viral on social media and hitting the news, cheering employees and your company valuation going through the roof as everyone around you asks: why weren’t we doing this earlier?! Well, dial back your expectations a little.

CX 182

CX Education Social Media Government 182

Fonolo

NOVEMBER 14, 2018

With the advent of social media, live chat, and increasingly sophisticated call center technology, customers expect a rapid resolution to their problems. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Speed of Customer Service. Importance of Chat.

Customer Satisfaction 85

Customer Satisfaction Net Promoter Score Social Media Contact Center 85

Fonolo

NOVEMBER 23, 2017

47% of consumers aged 18-34 have used social media to complain about a brand’s customer service and 52% have used it to ask a customer service question. Next time you hear “press 1 to get a call-back” take it, you’re doing yourself and the call center a favour. We’ll talk about: Social Media for Crisis Management.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Fonolo

NOVEMBER 20, 2018

From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help. Who should attend: VPs & Directors of Contact Centers. VPs & Directors of Web/Social Media. Importance of Chat. Plus so Much More! Thomas Howe.

Customer Service 86

Customer Service Contact Center Social Media Engineering 86

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Compliance Social Media AI 52

Fonolo

MAY 16, 2019

lululemon’s Guest Education Centre is a notable example of a brand showcasing its customer service offerings as a benefit of buying from them. The Guest Education Centre is a call center that focuses on “product education” rather than sales. The Contact Center Guide to Managing Spikes in Call Volume.

Customer Service 124

Customer Service Customer Acquisition Education Customer Retention 124

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Talent Acquisition – All the hats that a contact center agent must wear can make it difficult to find the right person for your company.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Fonolo

JANUARY 29, 2019

The global cloud-based contact center market is expected to grow from (what was) USD 6.80 The term “call center” originated in 1983 with the first sentence written in a Data Communications piece (according to OED ). Who should attend: VPs & Directors of Contact Centers. That’s a whopping 25.2%

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85