Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers.

2023 78

2023 Contact Center Consumers Technology 78

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

Upstream Works

DECEMBER 6, 2021

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications. We’ve discussed the importance of digital channels in this previous blog post. Understand the Impact on Agents.

Contact Center 78

Contact Center Call Center Touchpoint Social Media 78

TechSee

JUNE 10, 2021

This blog challenges that status quo. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service.

Innovation 207

Innovation 2025 Transportation Consumers 207

CX Accelerator

MAY 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? What roles would they play? The exercise above might seem silly.

Contact Center 160

Contact Center Customers Communication Information 160

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. The legacy approach to customer service is largely reactive, where agents respond to incoming inquiries and are not involved with what happens before or after the inquiry.

Contact Center 78

Contact Center 2023 Interaction Customer Centricity 78

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.” What is Good Customer Service?

Customer Service 86

Customer Service Blog Call Center Poor Customer Service 86

GetFeedback

JANUARY 7, 2019

Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. Here are the top 5 pain points associated with instituting a live chat customer service program and how to overcome them.

Customer Service 225

Customer Service Feedback Customers Customer Service Representative 225

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. Intelligent Contact Routing to Self-Service.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Over the course of multiple customer service interactions, this pool of customer data becomes an increasingly valuable asset. Let’s start connecting some dots.

Blog 91

Blog Customer Service Contact Center Customers 91

Kayako

MAY 13, 2022

65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks. Customer self-service portals are a win-win situation because they increase customer satisfaction while freeing up live agent time. Fortunately, customers also like to help themselves.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Upstream Works

NOVEMBER 24, 2021

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service. The more modern form of evolution begins with understanding what defines CX and adapting the contact center to support that.

Contact Center 78

Contact Center Net Promoter Score Call Center Social Media 78

SaleMove

AUGUST 20, 2020

A sports team works from a playbook that provides strategies to create or respond to different circumstances on the playing field, and guides each team member in how to perform their part. Similarly, contact centers have playbooks to address customer issues and opportunities. Knowledge Managers.

Contact Center 90

Contact Center Virtual Agent Sports Insights 90

Upstream Works

OCTOBER 19, 2021

The term “digital channels” has become core to the contact center lexicon recently, and for good reason. Much of this pertains to how the adoption of relatively new communication channels is impacting the customer experience (CX) landscape, and contact center leaders need to respond. Social Media.

Contact Center 78

Contact Center Call Center Omnichannel Communication 78

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

Inbenta

SEPTEMBER 29, 2022

A call center experiencing higher than average call volume is stressful. Think about it: endless phone ringing, long call queues, frustrated customers, and anxious staff. All this is enough to cause call agent demotivation, high error margins, and low customer satisfaction. The result?

Call Center 52

Call Center 2022 E-support Social Media 52

Experience Investigators by 360Connext

NOVEMBER 16, 2018

CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective. Get your copy here! You can make a difference today!

2019 236

2019 Contact Center Customer Journey 2018 236

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. In this article, we will provide you with a step-by-step guide on how to smoothly transition your contact center to Genesys Cloud without any disruptions. Why Migrate to Genesys Cloud?

Contact Center 52

Contact Center Roadmap Customer Satisfaction Communication 52

Comm100

MARCH 21, 2023

Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason. With more options than ever before for customers, switching brands is easy.

Customer Service 67

Customer Service Omnichannel Customer Satisfaction Social Media 67

Call Experts

JANUARY 26, 2023

If you’re in the business of providing heating and cooling services, your best tool for success is the customer service agents who answer the phone from your HVAC call center. That’s where an HVAC call center can help. This blog will dive into why you need an HVAC call center.

Call Center 52

Call Center 2030 Contact Center 2022 52

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 52

Contact Center Leadership Technology Communication 52

Upstream Works

JUNE 10, 2020

With so much of business shifting to virtual spaces, the contact center has taken on a new kind of prominence that no one could have anticipated. This post is the first in a three-part series examining key issues to help omnichannel contact centers respond effectively during the pandemic. The Contact Center as an Essential Service.

Contact Center 78

Contact Center Omnichannel Customer Journey Engagement 78

Stella Connect

OCTOBER 26, 2021

Call center performance management has, for many brands, changed little over the years. Agents keep up with incoming tickets and customer queries, with little insight into their performance and even less visibility into what they need to do to develop and grow. Reinventing Your Call Center Performance Management Program.

Call Center 52

Call Center Management Contact Center Feedback 52

BirdEye

JULY 7, 2023

In this blog post, we’ll take a deep dive into how a customer service chatbot can elevate your customer support activities, what drawbacks it may have, and share real-life success stories. One less-than-stellar solution is outsourcing customer support to call centers and other third parties.

Customer Service 96

Customer Service Social Media Banking 2008 96

Stella Connect

SEPTEMBER 20, 2021

The impact on contact centers was great; asking agents to work from home and managing that type of a situation and workforce was new to the industry. How do agents become engaged? What can you, as a supervisor or manager, do to ensure your agents are engaged? How does engagement impact agent performance?

Connections 64

Connections Engagement Contact Center Culture 64

NICE inContact

APRIL 1, 2019

Successful call center agents are trained to pinpoint customer needs and resolve their pain points. Here are 5 steps organizations can take to improve call center selling . Here are 5 steps organizations can take to improve call center selling . Invest in training your agents.

Call Center 77

Call Center Contact Center Sales Blog 77

GetFeedback

JULY 19, 2019

How to set up your Voice of the Customer (VoC) program for success. Communicate how you will measure success. How will you act on your VoC feedback on an ongoing basis? How will increased happiness from customers drive bottom-line results? We used to get so excited to talk about the Voice of the Customer (VoC).

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

SurveySensum

NOVEMBER 3, 2023

That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024. So, before moving on to the trends, let’s have a glance at how AI can further enhance customer service. So, before moving on to the trends, let’s have a glance at how AI can further enhance customer service.

2024 52

2024 Customer Service E Commerce E-support 52

ShepHyken

DECEMBER 13, 2021

Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. Yet, millions of people around the world are frustrated daily as call center agents keep customers on hold for long periods, are oblivious to a customer’s distress, or are unable to provide accurate information. and the U.K.,

2021 77

2021 Article Customer Service Social Media 77

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment. Rich Features Offer Personalized CX.

Contact Center 78

Contact Center Call Center Omnichannel Customer Journey Mapping 78

ShepHyken

NOVEMBER 16, 2020

Forbes) Innovation has become a popular buzzword of the Digital Age. Forbes) Innovation has become a popular buzzword of the Digital Age. CustomerThink) This blog sheds light on the 20 essential customer service skills and how you can improve them. Here are my top five picks from last week.

2020 84

2020 Article Customer Service E Commerce 84

ViiBE Blog

DECEMBER 18, 2020

Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication.

Call Center 52

Call Center Contact Center Omnichannel Social Media 52

ViiBE Blog

DECEMBER 18, 2020

Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication.

Call Center 52

Call Center Contact Center Omnichannel Social Media 52

SaleMove

JULY 8, 2020

In today’s contact center, employees use statistics from ACD reports, quality surveys, and staffing systems to adjust routing rules, suggest agent coaching programs, and adjust staff schedules. Data is the New Oil – Data Scientists in the Contact Center. Data is about to revolutionize contact centers as well.

Contact Center 58

Contact Center Sports Reference Insights 58

NICE inContact

JULY 2, 2019

This is why digital customer service is such a good fit for business and why integration needs to be seamless. It’s all about increasing efficiency in the contact center. But making the transition from a legacy system to more up-to-date call center software doesn’t happen automatically. So is every company.

Customer Service 60

Customer Service Contact Center Omnichannel Call Center 60

Bold360

MARCH 26, 2020

The ongoing COVID-19 pandemic is having massive impacts on how companies engage with their customers and employees. No matter how the crisis evolves, customers and employees still expect to receive a high level of service that’s responsive to their needs. Being relentlessly helpful earns customers for life.

Engagement 66

Engagement Call Center Lifetime Customer Customer Engagement 66