CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email.

Contact Center 244

Contact Center Sports Social Media Start-ups 244

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. book, movie, sporting event, relationship, travel). Meet Sean Hawkins!

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Two very different CX is a Team Sport analogies may be surprising to you.

Sports 62

Sports CX Scorecard Touchpoint 62

CX Accelerator

DECEMBER 5, 2017

If you provide an environment where growth is a “team sport”, you are creating powerful bonds and breaking through the monotony. Another significant way to build purpose into contact center work is to lessen the gap between the agent and the customer. I hope these techniques will breath new life into your contact center.

Customer Service 140

Customer Service Outlook Contact Center Sports 140

CX Accelerator

FEBRUARY 2, 2020

Degrees also included global tourism, sports and entertainment management, performing arts, and others are proof positive that people who find themselves in CX come from an incredibly diverse set of backgrounds. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8.

Customer Experience 182

Customer Experience Business Administration Customer Journey Map CX 182

Fonolo

NOVEMBER 29, 2022

Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve your call center performance. The success of your call center agents depends heavily on your ability to lead them to that success. Start with Some Self-Reflection.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Inside Customer Service

APRIL 8, 2021

A contact center agent spent extra time on the phone with each customer, building rapport and answering every question. One of my favorite stories about a wow backfiring comes from my book, Getting Service Right : Steve was the parking operations manager for a large sports stadium.

Sports 176

Sports Contact Center Retail Customer Service 176

Fonolo

SEPTEMBER 13, 2018

As Lawrence Martin of the Globe and Mail writes: “In the context of its celebrated history, our national sport is clearly past its prime, clearly on the decline … Hockey’s heyday was the Cold War era, 1950 to 1990. It was then that … hockey became an identity sport, occupying a role in society much grander than that of a game.”.

Sports 83

Sports Gaming Contact Center Social Media 83

Customer Bliss

MAY 23, 2018

Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. What can be done to improve the “click to porch” experience (from order to delivery).

Sports 78

Sports E-commerce Customer Experience Legal 78

Fonolo

AUGUST 4, 2020

Things like sponsoring sporting events form associations in consumers’ minds; RedBull has cemented its place as an ‘Xtreme Sports’ brand very effectively over the last decade. And cozying up to a sports team or an ‘influencer’ in your niche can quickly win you fans of your own by proxy.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

Customer Service Life

MARCH 6, 2019

I wanted to tell them about how I had then driven to Walmart to see if the folks in the sporting goods department knew of a solution. No, the representative should never cut the customer off, but let’s look at the actions leaders can and should take to ensure this doesn’t happen in their contact center. Evaluate call scripting.

Contact Center 94

Contact Center Sports Customer Service Start-ups 94

Fonolo

MAY 16, 2018

In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Whitepaper: The Contact Center Playbook for Improving CSat. Players in the customer service (CS) game know this better than most.

Customer Service 90

Customer Service Contact Center Sports Social Media 90

Customer Service Life

FEBRUARY 12, 2019

Have you noticed the change in professional sports television viewing over the past few years where it’s become standard for a rules official, oftentimes a former referee, to provide expert interpretations of the rules and judgment calls in instant replay situations. If you’re not into sports, just take my word for it.

Customer Service 90

Customer Service Sports Contact Center Customer Experience 90

Zendesk

NOVEMBER 29, 2021

Sutherland CXM Agent Success (Support) helps contact center agents engage with your customers more effectively. Punch Sport Collection is a design for champions. Punch is a boxing-inspired help center theme with far-reaching customization options.

CXM 105

CXM Sports Contact Center B2B 105

Fonolo

OCTOBER 13, 2022

A shrinkage rate of 30-35% is considered to be acceptable in the contact center industry, and you should plan your staffing with this number in mind. When shrinkage starts to creep up, it can create a domino effect that has a negative impact on your call center operations. Some ideas include: Professional sports tickets.

Contact Center 81

Contact Center Sports Gaming Start-ups 81

Execs In The Know

APRIL 8, 2022

Synopsis: As the ultimate one-stop sports fan destination with a database of more than 80 million global customers, the Fanatics brand is working with a wealth of data, and actively using it to field a team of data superheroes. How Fanatics Activated Its CX Data Superpowers.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

CSAT.AI

AUGUST 3, 2022

They have inspired the world so much that what started as a children’s building toy has evolved into an international adult sporting competition. Even if you’re a new brand, a small company, have an outsourced contact center , have a hybrid service system, or are in the process of scaling your help desk there are seeds you can lay now.

Entertainment 102

Entertainment Sports Innovation Gaming 102

Fonolo

JULY 5, 2023

And things like sponsoring sporting events form associations in consumers’ minds. Red Bull has used sports sponsorship to cement its place as an extreme sports brand very effectively over the last decade. And cozying up to a sports team or an ‘influencer’ in your niche can quickly win you fans of your own by proxy.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Fonolo

OCTOBER 25, 2022

If frequent agent absences are getting the best of your call center, it’s time to remedy the issue. Let’s explore the most common causes of call center absenteeism and how to fix them. How to Foster Agent Engagement in Today’s Contact Center. Why Attendance Matters in the Call Center.

Contact Center 81

Contact Center Sports Start-ups Technology 81

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential.

ML 72

ML Customer Service Sports AI 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential.

ML 72

ML Customer Service Sports AI 72

Fonolo

MAY 2, 2018

Acknowledging and stressing the various important aspects that go into customer service roles will help call center employees feel seen, valued, encouraged and motivated to be the best they can be. Whitepaper: The Contact Center Playbook for Improving CSat. Foster Friendly Competition Through Creativity.

Customer Satisfaction 72

Customer Satisfaction Contact Center Sports Innovation 72

ClearAction

SEPTEMBER 22, 2022

For example, the contact center is asked to shift from a cost center to a profit center. Like the players on a team sport, anyone in your firm can cause poor experience. In a team sport, players focus first on their behaviors needed to maintain possession and advance the ball.

CX 62

CX Sports Non-Profits Touchpoint 62

Experience Investigators

JULY 6, 2021

But customer experience is a team sport, so great cross-functional teams also understand how important it is to communicate ongoing success and support the processes and systems required to deliver to the customer throughout their journey. Define the roles of the supporting stakeholders as well as the team members themselves where you can.

CX 130

CX Net Promoter Score Government Customer Journey Map 130

Execs In The Know

MARCH 13, 2023

“We have enabled blended channel, moved workflows and conversational AI into the contact center, and allowed guests and hosts to see their support tickets online. Our largest contact type is billing.” More options: Turo offers a wide range of vehicles to choose from, including luxury cars, sports cars, and trucks.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Execs In The Know

MAY 18, 2021

Doing Contact Center Quality Assurance the Right Way. Digital Is a Team Sport — The pandemic helped remove barriers like bureaucracy and process, fast-tracking many solutions out of necessity. This helps create greater relevancy for different types of research. Host/Sponsor: Chris Vodola, Stella Connect by Medallia.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

DMG Consulting

MAY 15, 2017

Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The staying power of gamification, however, is not happenstance. Agents may be able to create an online persona using a photo or customizable avatar.

Contact Center 48

Contact Center Sports Gaming Customer Service 48

Steven Van Belleghem

DECEMBER 6, 2021

Service reps in contact centers, employees in retail shops and staff in hotels and restaurants are just some examples of jobs that usually pay little and have few (if any) benefits. Give your front line perspective – In a lot of organizations the front line (contact centers for example) is the first and last stop for employees.

CX 123

CX Customer Experience Non-Profits Social Media 123

Experience Investigators

APRIL 23, 2024

By improving the overall customer experience, there is a noticeable reduction in the burden on contact centers, which decreases customer support requests, wait times, and time to resolution. Many leaders are seeing heavy turnover in contact centers, leading to costs around hiring, training, and losing institutional knowledge.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

CSAT.AI

APRIL 26, 2023

So if you want your customer service agents to have a background in sports or education that’s possible. Building connections between the two makes for a smoother workflow. Serve Your Customers and Your Business There are even BPO’s that specialize. It can also source valuable tools to supplement your QA strategy, like CSAT.AI.

Customer Service 83

Customer Service Sentiment Analysis Sports Start-ups 83

Execs In The Know

APRIL 20, 2021

Carolyne joins the following CX leaders in forming the 2021 Execs In The Know Corporate Advisory Board: – Alice Sesay Pope, Senior Vice President, Global Head of Contact Centers, Visa. LeAnne Crocker, Director, Customer Care Centers, Oriental Trading Company, Inc – A Berkshire Hathaway Company.

E-commerce 40

E-commerce Sports Manufacturing Retail 40

CSAT.AI

SEPTEMBER 20, 2018

KPIs help call centers win in business, like scores in sports. There are 26 calls in the queue, 70 calls in progress and Dee’s target is for her 85 Reps to address their clients’ issues in 5 minutes or less and make 7-12 sales each by the end of the day. That is just a small piece of the KPIs that Dee has to manage every day.

Gaming 52

Gaming Sentiment Analysis Sports Customer Satisfaction 52

ClearAction

NOVEMBER 16, 2023

Let’s look at a sports analogy for enlightenment. When you’re mature in a sport, it means increased motor skills, strength, power, and in many cases, reduced risk of injury. So, what does it mean? As your bandwidth expands, you can extend your CX efforts to other customer groups.

VOC 62

VOC B2B Close the Loop Non-Profits 62

1 to 1

MARCH 30, 2021

The hard part is deciding which contact center solution – offshore outsourcing, onshore outsourcing, at-home, or a combination of them all – is right for you. 11 Ways to Transform Your Business with Inside Sales Outsourcing: These days, sales is a team sport. There are unique skills needed for each part of the sales process.

Contact Center 26

Contact Center Sports Sales Customer Service 26

SurveySensum

JULY 20, 2023

Mina and Her Sporting Goods Store Mina runs an awesome online store for sporting goods. Retailers can automate contact centers and warehouses, enabling quicker and more efficient service. She has everything; from outdoor gear to athletic apparel and fitness equipment.

Retail 52

Retail Customer Feedback CX Social Media 52

Intercom, Inc.

MARCH 29, 2022

It joins together phone contact centers and modern messaging. We hope Switch will make long call center phone queues a thing of the past. Think about our friends, our family, our colleagues, people we play sport with, do hobbies with. Today though, today is different. How often do you call them? Not very often.

Start-ups 118

Start-ups Innovation Sales Legal 118

Customers That Stick

OCTOBER 16, 2014

She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. book, movie, sporting event, relationship, travel).

Customer Experience 124

Customer Experience Social Media Contact Center Sports 124