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.

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Customer Service Call Center Social Media Consulting 283

InMoment XI

MAY 4, 2022

These tips, which are drawn largely from the experience of customer service reps (CSRs), are widely applicable since in the end we all ultimately serve the customer. Now think about how much customer service is outsourced to call centers, which work effectively in keeping calls short.

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Loyalty 2011 Call Center Leadership 435

eglobalis

MARCH 30, 2025

Using natural language processing (NLP) and machine learning, companies can interpret the tone and emotion behind customer interactions on a massive scale. AI can infer customer sentiment from what theyre already saying or writing. Crucially, it can highlight why customers feel that way by extracting common themes.

Banking 320

Banking NPS B2B Social Media 320

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise.

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Call Center 2019 Contact Center Customer Experience 182

Calabrio

MARCH 10, 2025

Analytics 15 Essential Call Center Tools for 2025 Share Perceptions of the contact centers potential have undergone a sea change in recent years. In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center.

Call Center 52

Call Center 2025 Contact Center Virtual Agent 52

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty.

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Call Center Measurement Contact Center Metrics 52

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations.

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Contact Center Customer Satisfaction ROI Call Center 195

SurveySensum

MARCH 5, 2025

What if your call center could listen beyond words? Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. What is Call Center Text Analytics? Lets find out!

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Call Center Contact Center E Commerce E-support 52

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? What is Customer Experience Automation? Over 80% of CRM leaders say that AI and automation make customer communication more personalized.

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TechSee

MARCH 5, 2020

Every customer service professional knows that running a successful call center is a constant balancing act. Managers will often focus on improving employee productivity to keep customers happy and costs down. Call Center Agent Utilization vs. Occupancy.

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Call Center Contact Center Average Handle Time Customer Satisfaction 145

TechSee

APRIL 21, 2021

Call centers are busier than ever. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI Call Center Solutions that Drive Value. According to a 2021 survey, 65% of U.S.

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Call Center 2021 Innovation Contact Center 136

CSM Magazine

MARCH 20, 2025

Better customer service, more efficient operations, and increased business growth? A call center can help you achieve all three. A well-established call center ensures efficient communication with customers, creates satisfaction through quick issue resolution, and boosts overall productivity.

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Call Center Contact Center Customer Satisfaction Call Recording 52

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition.

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Call Center Contact Center Average Handle Time Culture 52

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Paul Husar, Senior Call Center Manager at LG Electronics.

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Customer Service Contact Center 2022 Magazine 251

TechSee

DECEMBER 10, 2019

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. They don’t want IVR menus, hold times or even the perkiest reps.

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Call Center Contact Center Insurance Download 136

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences.

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Call Center 2022 Contact Center Multi-Channel 124

GetFeedback

MAY 9, 2018

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. 6 Ways to Provide Outstanding Mobile Customer Service.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

Calabrio

MARCH 10, 2025

Analytics Call Center QA Scorecards: 7 Tips for Quality Assurance and CX Excellence Share When 75% of customers report that theyre willing to spend more with businesses that offer a good customer experience, many contact center operators might respond with surprise. What is a QA scorecard?

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Call Center Contact Center Average Handle Time Interaction 40

Experience Investigators by 360Connext

OCTOBER 22, 2014

Most organizations, when defining their customer touchpoints, list things like: Billboards. Welcome Letter/Customer Communications. Customer Service Call Centers. Does it make sense to the customer? I have a problem and look for customer service. <- Direct Mail. <- Where?

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Touchpoint Customer Journey Mapping Customer Journey Social Media 302

BlueOcean

MARCH 26, 2018

Whether you are seeking to enhance your customer service or you want to boost business processes, here is some binge-worthy content to consider as you explore the perspectives and benefits available through AI customer service and business solutions. Most Important Artificial Intelligence Skill: A Sense of Imagination.

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Customer Service Brands Call Center Healthcare 168

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Support and service. Keep customers informed about product updates, new features, and relevant industry trends.

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B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

CX Accelerator

MAY 25, 2022

Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text message. Your company will choose which channels to configure for customers to reach out. You may use some or all of them.

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2005 2012 Social Media Contact Center 316

ShepHyken

AUGUST 6, 2021

She writes about how using an outsourced call center can be a successful strategy for keeping customers happy. One of the most effective ways of growing a business is through streamlining your customer communications. It also saves money associated with running customer services in-house.

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Call Center Article Sales Customer Base 93

ShepHyken

APRIL 9, 2021

He writes about skills everyone should have to communicate effectively with clients. Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service.

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Customer Service Call Center Contact Center Article 149

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

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Customer Focused Call Center 2014 Social Media 275

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Now more than ever, the customer experience is the battleground for brand loyalty.

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Contact Center 2022 Call Center Roadmap 266

TechSee

DECEMBER 28, 2020

In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional responsibilities of agents, and the agent’s role includes more responsibilities traditionally held exclusively by technicians. Focus on agent engagement. How can we get there?

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. Show me, don’t tell me: Millennials prefer visual communications over all other forms of media.

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Customer Service Virtual Agent Social Media Multi-Channel 359

InMoment XI

JULY 22, 2024

During a crisis, feedback floods in from various channels—social media, emails, call centers, in-app messages, and more. Your CX platform should be aggregating feedback from all these sources, providing a holistic view of customers—what they’re feeling, what they’re saying, what they need. What Sources Should You Be Capturing?

Banking 195

Banking Feedback Social Media Call Center 195

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . Use data to better understand your customers. Do you speak Internet?

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Communication Blog Social Media Feedback 125

Magellan Solutions

OCTOBER 12, 2022

Decoding the Secret of a Good Sales Call Center Agent? You can discover what a customer needs. And give them the chance to buy exactly what they need through a sales call center. The profitability of the business depends heavily on the adaptive selling practices of call center agents in a sales call center. .

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Call Center Sales Communication Contact Center 75

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 Financial Feedback 91

BlueOcean

JULY 3, 2019

But there’s a hitch for folks who are tasked with hiring, especially those hiring for contact center teams: when more people are working, there are fewer active job seekers. In particular, customer service agents are among the most in-demand roles in the US, making them extremely difficult to fill. Looking for hard numbers?

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Contact Center Customer Service 2008 Call Center 159

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions. Why is Conversational Intelligence Important?

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E Commerce E-support Healthcare Multi-Channel 195

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. The Foundation: Building Your Strategic Call Center Training Program Moving beyond acknowledging the need for training, building an impactful call center training program requires a deliberate and strategic approach.

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

Inbenta

MARCH 30, 2021

Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer experience. What is customer service automation and what benefits does it provide?

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Customer Service Marketing Omnichannel Poor Customer Service 136