InMoment XI

OCTOBER 31, 2024

You can measure AES by surveying agents on how much effort they have to put into customer interactions. In fact, call center managers believe that improving agent satisfaction can boost customer satisfaction scores by 62%! You can improve AES by leveraging call center management software like InMoment.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Meanwhile, agent-based interaction will reduce to 15% by 2022, with a further 21% being agent-assisted self-service. AI, Bots & RPA.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. This means fewer – but higher quality- evaluations.

Management 55

Management Call Recording Contact Center Interaction 55

Eptica

NOVEMBER 11, 2021

Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Author: Pauline Ashenden - Demand Generation Manager The past eighteen months have created enormous challenges for organisations in general, and customer service in particular.

Customer Service 125

Customer Service Call Recording 2021 Customers 125

CSM Magazine

APRIL 9, 2024

Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software. Call Tracking Software – The Eyes and Ears of Remote Support Call tracking software serves as the eyes and ears of customer service.

Call Recording 64

Call Recording E-support Customers Customer Service 64

InteractionMetrics

NOVEMBER 21, 2024

A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? How did it compare to your ideal customer interaction? 3: Focus on the End of Interactions for How to Improve Customer Service If you’re focusing on how to improve customer service, start with the end.

Customer Service 52

Customer Service Workshop Net Promoter Score Metrics 52

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Listen to customer service call recordings. I found this to be a gold mine.”.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

TechSee

AUGUST 26, 2024

In this blog post, we will explore these pain points, discuss best practices, and describe how AI and automation can not only improve call center customer service – they can revolutionize it. One primary concern is long call wait and handle times. Chat Interactions Contact centers aren’t just for the phone.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.

2021 123

2021 Blog Customer Service 2022 123

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Learn more by reading the full post on our parent company Enghouse Interactive’s website and catch up with part one here. Published on: October 02, 2020.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

Eptica

APRIL 23, 2021

Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Our new blog explains five key areas where call recording best practice can help you achieve your business objectives. Published on: April 23, 2021.

Call Recording 72

Call Recording 2021 ROI Innovation 72

SurveySparrow

AUGUST 31, 2020

Sales management is one of the most core parts of the company. The sales manager is the one who takes care of all the sales activities that happen, starting from setting sales goals, drafting strategies, deciding the Key Performance Indicators, and so on. a sales management tool is your best bet.

Sales 59

Sales Management 2020 Multi-Channel 59

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? At NICE inContact, we’re excited to share how your organization can save time and expense by evaluating the right interactions the first time. Will analytics really help your quality management program?

Management 64

Management Contact Center Call Recording Webinar 64

Talkdesk

NOVEMBER 25, 2020

This holiday season is expected to set records for ecommerce shopping. There will be a rise in customer interactions throughout the entire buyer’s cycle. Agents can make and receive phone calls directly from their browser on any device alongside contextual information about the customer. But how can they do it?

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Contact Center 43

Magellan Solutions

MAY 12, 2023

Increased Productivity A virtual answering service can free up time for employees and managers, allowing them to focus on more important core business activities. Virtual answering services have dedicated remote receptionists who answer customers’ phone calls on behalf of small businesses.

Call Recording 59

Call Recording Average Handle Time Insurance Government 59

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. Guest Post: Emotive CX for Customer Interaction.

Call Recording 113

Call Recording 2020 Innovation Blog 113

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome.

Interaction 62

Interaction Call Recording 2023 Blog 62

Playvox

APRIL 21, 2023

Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

BirdEye

MARCH 1, 2024

Business call forwarding vs. call transfer Who needs a business call forwarding service? Why do you need business call forwarding? How to choose the best business call-forwarding service? How does call forwarding work? Who needs a business call forwarding service?

Customer Service 59

Customer Service Multi-Channel Call Recording Social Media 59

CSM Magazine

MAY 31, 2023

One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can refine and enhance the customer experience. What is Call Center Recording?

Call Center 52

Call Center Call Recording Customer Service Representative Metrics 52

InteractionMetrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. Whether it’s tech support, consumer affairs, front desk personnel, or inside sales, ensuring that every interaction is exceptional is crucial. Do they personalize interactions?

Consulting 52

Consulting Customer Service Call Recording Customer Service Training 52

SurveySensum

OCTOBER 29, 2024

So, if you want to boost your customer retention rate then better pay attention to those customer interactions. Contact Center Analytics refers to the process of gathering, analyzing, and interpreting data from customer interactions in a business’s customer contact center. However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

Talkdesk

FEBRUARY 16, 2021

For some, that meant face-to-face interactions had to be replaced by completely new digital engagements. And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no longer come to the physical workplace.

Contact Center 139

Contact Center Customer Experience Competitive Advantage Call Recording 139

InteractionMetrics

SEPTEMBER 9, 2024

A customer service strategy is a blueprint to boost loyalty— through the interactions frontline reps have with customers. But, if you don’t have millions for advertising, you need to consider how to be intentional with customer service—rather than leaving your frontline interactions with customers to chance!

Customer Service Strategies 52

Customer Service Strategies Brands Customer Service Advertising 52

BlueOcean

SEPTEMBER 17, 2020

This should include operations, IT, HR, information services, workforce management, training, and quality assurance resources. Your and your outsourcer’s tech team will need to collaborate regarding platforms, desktop tools, task management systems, workforce management systems, IVR systems, call recording systems, and more.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Real-time Customer Support Management. When supervisors were managing in-house, they could provide more guidance and feedback through in-person one-on-ones. The segmentation of tools leads to silos.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

Talkdesk

MAY 12, 2020

If a customer presents you with a problem, you may need to hold or transfer the call to get the proper information. Use Callbar to quickly call a colleague or your manager to explain the customer’s issue and use their insights and past experiences to come up with a resolution to your customer’s problem.

Call Recording 86

Call Recording Contact Center Call Center Information 86

CSM Magazine

FEBRUARY 2, 2021

Customers using Calabrio Quality Management and Salesforce Service Cloud can connect platforms to access and evaluate critical customer-agent interactions. . For agents, the QM Connector supports fast access to a customer’s call recording history for self-review and improvement. ” About Salesforce AppExchange.

Call Recording 40

Call Recording Customer Satisfaction Interaction Connections 40

Eptica

APRIL 30, 2021

Date: Friday, April 30, 2021 Author: Pauline Ashenden - Demand Generation Manager The benefits of building emotional intelligence in your team. Based on a recent Call Centre Helper webinar, our latest post explains what emotional intelligence is, techniques to focus on, and how it can benefit your contact centre team.

Call Recording 72

Call Recording 2021 Webinar Customer Satisfaction 72

SurveySparrow

JUNE 7, 2024

By partially automating the process with AI, conversational analytics can save costs on sales outreach, agent labour, data analysis, and reduce interaction time by up to a third. To help you out, we have shortlisted seven tools that can drastically improve the quality of your sales conversations and customer interactions.

2024 52

2024 2026 Omnichannel Contact Center 52

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Real-time Customer Support Management. When supervisors were managing in-house, they could provide more guidance and feedback through in-person one-on-ones. The segmentation of tools leads to silos.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Text from sales team interactions. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Call Experts

APRIL 8, 2024

Time Management: Strive for efficiency without rushing the caller. Ensure that each call receives the time it needs for resolution. Practical Tips for Exceptional Call Handling Putting the following practical tips in place can enhance your call-handling skills and create a lasting impression on your customers.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

CSM Magazine

SEPTEMBER 21, 2021

In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions. The best solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting to connect the dots between organisations and changing customer needs.

Omnichannel 59

Omnichannel Call Recording Technology Interaction 59

CSM Magazine

APRIL 25, 2023

Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. With the help of call recording and quality management, it’s easy for supervisors to identify quick wins and let agents know they did an excellent job.

Contact Center 52

Contact Center Call Recording Customer Centricity Brands 52

CSM Magazine

JUNE 10, 2021

Make internal knowledge easily available – move away from “knowledge management” and towards “knowledge sharing”. Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem. About Calabrio.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105