BlueOcean

MARCH 13, 2023

We’ve all experienced the particular hell that is being stuck in an endless IVR loop where you end up stabbing ‘0’ to get to a human, so we can say with assurance that customers will appreciate the sophistication ChatGPT could bring to automated customer service.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer.

Customer Experience 61

Customer Experience Telecommunications Call Center Metrics 61

Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer.

Customer Experience 61

Customer Experience Telecommunications Call Center Metrics 61

Heart of the Customer

DECEMBER 4, 2014

The CEB reports that 58% of callers to your contact center started out on your website. This is a clear call to action – it’s time to stop thinking about training and time to start giving more thought to our design. —————- Call center managers have seen it before.

Customer Journey Mapping 89

Customer Journey Mapping Workshop Customer Journey Culture 89

Myra Golden

NOVEMBER 15, 2016

So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. It’s basically what I saw in my own call center.

Call Center 76

Call Center Workshop Customers Insurance 76

Myra Golden

NOVEMBER 15, 2016

So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. It’s basically what I saw in my own call center.

Call Center 76

Call Center Workshop Customers Insurance 76

Stella Connect

JANUARY 4, 2022

With Stella Connect 1:1s, team leads have the ability to bring real-time, agent-level metrics directly into their 1:1 conversations. Group training isn’t just for delivering basic knowledge about products, policies, standards, tech platforms, and the other practical aspects of the customer service agent’s role.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97