CSM Magazine

SEPTEMBER 19, 2023

Last year, call centers averaged a 38 percent agent turnover rate – 12 percentage points higher than in 2020. But the reality is that many call centers see high turnover because their environment creates a lot of work friction: the kind of everyday obstacles that make it harder than necessary for agents to do their jobs.

Call Center 59

Call Center 2017 2020 Leadership 59

Stella Connect

NOVEMBER 4, 2021

Customer service is only successful with a lineup of agents who feel motivated and engaged — use employee recognition program examples to understand how you can appreciate your customer service team for its efforts. If it’s not already clear, customer service directly impacts revenue.

Call Center 91

Call Center Effort Score Feedback Financial 91

Win the Customer

FEBRUARY 26, 2015

Call Center Coaching Culture Customer Service Management Leadership' Based on 25 years of research done by Gallup polls, the book "First Break All of the Rules" shares the following 12 questions that are key in keeping your talented employees.

Call Center 144

Call Center Engagement Leadership Culture 144

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars. per minute.

Customer Service 79

Customer Service Contact Center 2026 Call Center 79

Stella Connect

FEBRUARY 2, 2022

You’ve dealt with it before and there’s no doubt you’ll face the same challenge again: call center turnover. In customer service, the revolving door of agents joining your team and exiting in a few months or only a year seems to be normal. Call center turnover occurs for several different reasons.

Call Center 52

Call Center Customer Service Training Feedback Customer Service 52

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

Experience Investigators by 360Connext

JUNE 3, 2015

So it’s up to the leaders of any organization to seek out your customer service superstars and discern the ways they make things just a little better for your customers. Here are some of the ways we’ve seen customer service superstars stand out: 1. appeared first on Customer Experience Consulting.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

Myra Golden

APRIL 10, 2017

George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. I held monthly staff meetings with my call center. (I

Call Center 73

Call Center Management Leadership Customer Service Representative 73

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives.

Management 78

Management Leadership Events Customer Service Representative 78

Magellan Solutions

JULY 5, 2021

Let’s take a look at the best and worst Philippines Call Center Companies this 2021. There are more than 700 Philippines call center companies – many of which work specifically for small and medium enterprises. Not just a BPO company that can supply them with people who they can manage. Collaborative Effort.

Call Center 40

Call Center 2021 E-support 2012 40

Magellan Solutions

MARCH 26, 2024

Outsourcing Customer Service: The Smart Move for SMEs So you’re a business owner, always on the edge trying to keep up with the competition. Sure, you know it’s the happy customers that matter, but doesn’t customer service management look like a time-consuming skydive into a pool with no bottom?

Customer Service 52

Customer Service Multi-Channel E-support E Commerce 52

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Limit call times to 3 minutes each? field services. self-service.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 107

Customer Service Training Customer Service Contact Center Culture 107

Magellan Solutions

JULY 12, 2021

Why is Call Center Outsourcing Philippines the top destination for offshore services? The Philippines is really the top call center hub in the world. Importance of Proper Call Center Work Environment. Customers are properly taken care of, and they are satisfied with the service they receive.

Call Center 52

Call Center Contact Center Hospitality Culture 52

Call Experts

JULY 15, 2021

Storm season is upon us, and you know what that means: it’s time to start hurricane planning with your team and your call center to avoid the anxiety, stress, and chaos that comes with it. . How call center solutions support your business with hurricane planning to ensure your business doesn’t have to suffer.

Call Center 52

Call Center Contact Center Download Leadership 52

COPC

APRIL 19, 2022

to improve customer service. Twenty director and supervisor-level Express International employees completed COPC® Contact Center Management training.?? . The individual-level COPC Contact Center Management training improves customer experience operations based on the ? (April 15, 2022)— COPC Inc.

Customer Service 52

Customer Service Transportation Contact Center 2022 52

Second to None

SEPTEMBER 18, 2018

One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center. Regardless of the service request, your call-center team members need to be fully equipped to handle any situation. 1,2 [link]. 3,4,5 [link].

Call Center 48

Call Center Net Promoter Score Voice of Customer Touchpoint 48

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Magellan Solutions

SEPTEMBER 24, 2020

Are you still managing your inbound call center in-house? This is not an act of neglect but rather a smart and efficient way to streamline processes and management within your company. In this article, you’ll find out when exactly should you outsource your inbound call center and how to do it right.

Call Center 40

Call Center Competitive Advantage Customer Service Strategies Customer Service Representative 40

Kate Nasser

OCTOBER 2, 2018

Leaders, managers, and team leaders, lead customer service morale w/ these 5 steps from Kate Nasser, The People Skills Coach, author of new book, Leading Morale. Happy National Customer Service Week! The post Customer Service Morale: 5 Key Leadership Steps | #CustServ #NCSW18 appeared first on KateNasser.com.

Leadership 72

Leadership Customer Service Books Customers 72

ShepHyken

AUGUST 24, 2018

This week we feature an article by Wayne Turmel who writes about how to be successful with a remote customer service team. When you’re trying to serve your customers, your reps must be self-starting, relatively autonomous, and focused on their jobs. That’s hard enough to do in a call center or office.

Blog 79

Blog Customer Service Call Center Leadership 79

ShepHyken

MARCH 31, 2023

This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. He shares the challenges that customer service representatives face and how companies can overcome them.

Customer Service 68

Customer Service Customers Interaction Customer Service Representative 68

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Blog 80

Blog White Paper Customer Service Webinar 80

Bold360

AUGUST 24, 2020

Diamond is Senior Brand Manager at Filters Fast , an online retailer that sells both air and water filters. Since COVID-19 is a respiratory virus, and since air filtration is recommended by the CDC to help mitigate the spread of the virus indoors, it’s no surprise that Filters Fast has witnessed a spike in outreach to its call center.

Call Center 52

Call Center Social Media Retail Insights 52

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Jack Lorentzen, Senior Associate, Customer Experience.

Customer Service Training 41

Customer Service Training Customer Service Management Call Center 41

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coach your service team strategically.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Brad Cleveland Blog

JULY 21, 2023

But, as many leaders have learned (some the hard … Continue reading → The post Engaging Your Team: Leadership Principles for Lasting Success appeared first on Brad Cleveland. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it.

Leadership 45

Leadership Engagement Contact Center Call Center 45

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. Changing Expectations.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

ProProfs Chat

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service Representative 111

Customer Service Representative Customer Service Communication Leadership 111

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

Customer Voice 74

Customer Voice Leadership Customer Experience Customers 74

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

Customer Voice 72

Customer Voice Leadership Customer Experience Customers 72

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. While they focus on the contact center world, many of them are appropriate for any company (and department) that is customer-focused.

2017 83

2017 Article Net Promoter Score Customer Service 83

Talkdesk

MAY 11, 2016

They are the companies where leadership bases their decisions on preset metrics that they regularly track. All this is great, but how does that play with customer service? Many companies use the Net Promoter Score® (NPS) to convert customers’ qualitative reactions into actionable data. NPS in the Call Center.

Call Center 40

Call Center NPS Net Promoter Score 2003 40

Win the Customer

JUNE 5, 2017

A survey by Leadership IQ found people are 87 percent more likely to love their job if they work from home or remotely. But it takes more than a telecommute policy to successfully manage a thriving remote customer service team. Create a cloud-based project management system. Create customer service guidelines.

Customer Service 88

Customer Service Call Recording Mobile Customer Service Call Center 88

Customer Bliss

JULY 19, 2018

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. Do you have “talk time” countdown timers in your customer service centers?

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

ShepHyken

AUGUST 17, 2021

The Uncommon Soft Skills That Make Up the Best Customer Service Representative. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. in 2017 after 10 years with the company in senior leadership roles.

Customer Service Representative 104

Customer Service Representative Call Center 2017 Leadership 104