Upstream Works

NOVEMBER 30, 2022

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. Agent morale suffered which led way to rising turnover and the Great Resignation. Intelligent Contact Routing to Subject Matter Experts.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Upstream Works

NOVEMBER 30, 2022

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. Agent morale suffered which led way to rising turnover and the Great Resignation. Intelligent Routing to Subject Matter Experts.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience.

Management 63

Management Contact Center Government Document 63

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Based on our experience working with customers on digital customer experience (CX) initiatives, here are five of the best features of Talkdesk CX Cloud™: 1. AppConnect.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

Lithium

MARCH 5, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. Hello Atlas members!

2024 52

2024 Social Media Roadmap Webinar 52

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. While many factors are outside of our control, there are plenty of essential aspects of the work experience that we do hold sway over.

Culture 140

Culture Contact Center Events Hospitality 140

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

BirdEye

DECEMBER 1, 2021

of Americans don’t trust real estate agents according to a survey by Choice Home Warranty. Given the lack of trust home buyers have for agents, it’s not surprising that a study by ZipRealty found that 62% of home buyers choose a realtor based on online reviews and ratings. How do reviews benefit real estate agents?

Consumers 98

Consumers Hotels Social Media 2021 98

Call Experts

APRIL 8, 2024

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Well-trained agents can identify opportunities to add value to each customer interaction.

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

Stella Connect

SEPTEMBER 20, 2021

As you know, when the pandemic hit last year, businesses were forced to close their doors and send employees home. 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?

Connections 64

Connections Engagement Contact Center Culture 64

Comm100

APRIL 30, 2020

Most live chat teams around the world have found themselves working from home, possibly for the first time ever. Thanks to the flexibility of live chat – if cloud-based – most teams have been able to transition smoothly into remote working. But managing agents working from home still poses many difficulties.

Omnichannel 52

Omnichannel Social Media Communication Connections 52

Comm100

DECEMBER 8, 2020

It takes careful management of a lot of moving parts. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. They are less skilled at handling more complex questions and tasks and are limited by their ability to work on a prior script. Enter automation.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. However, when a team has each communication style working in harmony, the dynamic is greatly enhanced.

Interaction 140

Interaction Customer Service Sports Communication 140

BirdEye

JULY 7, 2023

However, this is only possible with the aid of an AI chatbot that retrieves the right information from your company’s knowledge base. 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.

Customer Service 96

Customer Service Social Media Banking 2008 96

Bold360

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. CSS tools, unlike human agents, are available 24/7 across multiple channels. CSS tools must also work well with human service agents.

Omnichannel 52

Omnichannel Insurance Healthcare Contact Center 52

COPC

JULY 5, 2017

introduces a new blog series called Ask the Experts. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. Let’s be clear — I’m not saying all agents are lacking genuine empathy.

Blog 40

Blog Call Center Contact Center Consulting 40

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. Small businesses around the world are adopting live chat to offer customer support at home, in the office, or even on-the-go.

2021 98

2021 Social Media 2020 Loyalty 98

UJET

APRIL 1, 2020

From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond. Support requests come from various channels.

E Commerce 100

E Commerce E-support Fashion Consumers 100

Avaya

JULY 24, 2019

As the core of customer experience, it’s crucial that organizations prioritize the engagement their agents need for effectively serving customers. What top factors make for a superior agent experience that then results in an incredible customer experience? The result: more satisfied agents who feel empowered to solve customer issues.

Contact Center 82

Contact Center Net Promoter Score Connections Information 82

Eptica

JUNE 16, 2020

Date: Wednesday, June 17, 2020 Author: Tom Walmsley - Business Development Manager Why you can no longer ignore the cloud for CX applications. Author: Tom Walmsley - Business Development Manager As with the rest of the business world, customer service departments have been transformed by the COVID-19 outbreak.

Travel 63

Travel 2020 Innovation Omnichannel 63

Team Support

OCTOBER 19, 2020

In Part 1 of this blog series, we introduce d why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. Knowledge is power. Seven in 10 U.S.

E-support 59

E-support B2B Competitive Advantage Customer Relationships 59

Bold360

SEPTEMBER 23, 2020

Joli Hensley, manager of digital channels at Advia Credit Union in Parchment, Mich., At the same time call volumes are rising, your member-facing employees are working remotely to comply with state-mandated stay-at-home orders. In a time of disruption, a digital-first approach can redefine both member and agent experience.

Call Center 52

Call Center Financial Events Banking 52

Comm100

NOVEMBER 5, 2020

For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. An internal knowledge base is where customer support agents (and the entire staff) can access information about your company’s processes, products, and more. Choose your knowledge base type.

Omnichannel 52

Omnichannel Document Metrics Information 52

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT.

Contact Center 52

Contact Center White Paper 2021 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. .” Management Competency.

Contact Center 52

Contact Center Leadership Technology Communication 52

Bold360

APRIL 13, 2020

If that wasn’t bad enough, call center agents – like all of us – have been compelled to work from home (or, WFH as it’s known) and companies are scrambling to adjust their CX tools to this new WFH normal. Less-than-optimal working space, pets and teaching children from home are all part of the new normal.

Call Center 69

Call Center Lifetime Customer NPS Interaction 69

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Are you new to the world of conversational AI, or are you an expert simply looking to brush up on your knowledge? An FAQs section.

Retail 83

Retail Customer Experience E Commerce Virtual Agent 83

Strativity

MARCH 30, 2020

In particular, we’ve all had to find ways to adapt in order to preserve a safe physical distance from our fellow human beings. Companies worldwide are scrambling to adjust their practices resulting in many employees now working remotely. For others, the sudden requirement to have employees work from home is precarious and even painful.

Contact Center 52

Contact Center Call Recording Communication Interaction 52

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. Trends Shaping Customer Engagement & CEM.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Bold360

SEPTEMBER 8, 2020

It turns out that the key to being resilient in the areas of customer and employee experience (CX and EX) is using self-service tools and knowledge base management tools, and blending them with human agents to provide a flexible, scalable, and future-proof approach to customer and employee engagement.

Banking 52

Banking 2019 Management Interaction 52

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Outsourcing sometimes involves transferring employees and assets from one firm to another.

Contact Center 48

Contact Center 2010 Competitive Advantage Call Recording 48

Bold360

MARCH 16, 2020

Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. Policies and procedures are changing from day to day and customer service teams are just trying to keep up with growing customer concerns around the virus.

Customer Experience 59

Customer Experience Contact Center Leadership Customers 59

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

NICE inContact

JANUARY 4, 2019

Like a lot of contact centers, Superior Contact, a subsidiary of TelNet Worldwide, found itself at a fork in the road: Keep pouring resources into its outdated premise-based system or take the leap into the cloud with new and knowledgeable partner. Agents benefit, too.

Contact Center 48

Contact Center Blog Sales Brands 48

SurveySensum

JULY 11, 2023

80% of customers are more likely to buy from a brand that offers personalized experiences.’ – New Epsilon research When a brand shows that it understands and cares about its customers, it forges a special connection that goes beyond a transactional relationship. And this will help you to set your brand apart from competitors.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Call Experts

AUGUST 2, 2019

Through voice, live agent, and electronic communications, we offer everything from complete call management, automated services, call-out services, and beyond. As a result of working strenuously to provide cutting edge services, Clutch.co As a result of working strenuously to provide cutting edge services, Clutch.co

Call Center 68

Call Center Contact Center 2018 Healthcare 68

West Monroe

APRIL 14, 2020

In the midst of today’s global health crisis, health systems are having to rapidly deploy their non-patient facing workforce for remote work. Adapting to and thriving in this new way of working has quickly become essential to the access center function of health systems’ operations. Physically migrate. Return to baseline performance.

Measurement 52

Measurement Communication Financial Culture 52