TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center B2C 2023 ROI 84

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. What a fantastic question!

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Culture 2019 Contact Center Leadership 244

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Contact Center 75

Contact Center Management Call Center Omnichannel 75

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. Virtual hiring, training, onboarding and employee experience obstacles. WFH Insights.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Contact Center 52

Contact Center Omnichannel 2022 Competitive Advantage 52

Hello Customer

MAY 6, 2021

What is the real value of customer service? Contact centers are often seen as cost centers, which shows how undervalued these departments are. Your agents are true experts and have an inexhaustible source of knowledge when it comes to the customer. Customer service agents are friction hunters.

Customer Centricity 98

Customer Centricity Contact Center Hospitality Employee Experience 98

Think Customers

OCTOBER 11, 2021

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Learn more about contact center metrics today.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Artificial intelligence (AI) can play a part.

Contact Center 78

Contact Center Management Omnichannel Interaction 78

Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades?

Contact Center 40

Contact Center Net Promoter Score 2003 Customer Journey Mapping 40

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity.

Reference 156

Reference Customer Care Leadership Culture 156

ShepHyken

JANUARY 8, 2018

Ensuring A Positive Employee Experience by Brian Berns. Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists.

2018 0

2018 Article Customer Service Contact Center 0

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Ultimately, the customer experience is still shaped by the employee experience.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

Kustomer

JUNE 7, 2022

Efficiency is the name of the game in customer service, and AI is a true force multiplier, enabling customer service teams to work more efficiently and focus on the customers who need the most help. Omnichannel Customer Experience. Research shows companies with excellent CX have employees that are 1.5X

Customer Experience 90

Customer Experience E-support Omnichannel Contact Center 90

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience.

Customer Care 36

Customer Care Airlines Retail Social Media 36

Qualtrics

NOVEMBER 22, 2019

Customer care teams have the power to deliver breakthrough experience s , and our latest research shows just how much customers value them. Find out how making the right investments in your service center culture can turn yours from a necessary cost center into a key brand loyalty driver.

Contact Center 26

Contact Center Call Center Average Handle Time Metrics 26

BlueOcean

JULY 2, 2024

Our position is: one size does not fit all when it comes to customer care. Their smaller size naturally allows you closer access to their leadership team (at Blue Ocean, our president and senior leadership team attend every client QBR) and more opportunity for customizing your program. Check out this article.

Contact Center 156

Contact Center Customer Care Leadership Employee Experience 156

Interactions

JUNE 18, 2020

Improving agent experience not only benefits agents, but also your customers and your business. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. Therefore, it should be a big focus in the contact center. What is agent experience?

Technology 71

Technology Contact Center Virtual Agent Call Center 71

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Think Customers

SEPTEMBER 21, 2022

On one hand, they’re looking to provide customers with excellent service while providing omnichannel engagement in customers’ preferred channels. These opposing criteria can strain contact center operations and effect their ability to provide customer service at the desired level. Many end up leaving their jobs.

2023 52

2023 Financial Contact Center Banking 52

CSM Magazine

JANUARY 11, 2023

Their vision is clear: empower people to create spaces they can be proud of by creating an exceptional customer experience that builds confidence with the most diverse selection and helpful resources.

Customer Experience 52

Customer Experience Contact Center Touchpoint Customer Care 52

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Webinar 52

Webinar Technology Customer Service Magazine 52

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Consider comparing contact center agents to a diamond in the rough.

White Paper 40

White Paper Contact Center Engagement Customer Care 40

inmoment

JULY 22, 2020

Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. Strategy #3: Empowering Employees.

Social Media 52

Social Media Customer Retention Reference Contact Center 52

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Non-customer-facing groups create or limit value.

2020 120

2020 Customer Experience Definition Customers 120

Kustomer

SEPTEMBER 18, 2020

Efficiency is the name of the game in customer service, and AI is a true force multiplier, enabling customer service teams to work more efficiently and focus on the customers who need the most help. Omnichannel Customer Experience. Research shows companies with excellent CX have employees that are 1.5X

Customer Experience 52

Customer Experience E-support Omnichannel Contact Center 52

Team HGS

AUGUST 13, 2019

The consumer often uses multiple channels yet desires the same experience throughout. . All of these journeys have to be in synch with the contact center, which is at the heart of journey success. Start with experience. . Takeaway Three: Don’t forget about the employee experience , and ensure it aligns with the brand.

Management 40

Management Average Handle Time Contact Center Employee Experience 40

Kustomer

OCTOBER 4, 2021

So, how do employees attain all of this and how can leaders create an environment that enhances these important aspects of CX? Dan explains: If you go look at it, customer support has one of the highest turnovers of any job in any company. I appreciate that, Dan. The second was obviously ticketing or case management.

Contact Center 91

Contact Center Omnichannel Consumers Article 91

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Lithium

SEPTEMBER 9, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers Can you afford to lose more? Employee attrition is a natural part of any business cycle. Regarding customer care, recent trends show that agents often find themselves in the latter half of the two options.

Contact Center 52

Contact Center NPS Customer Care Leadership 52

Lithium

JULY 20, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers. Employee attrition is a natural part of any business cycle. Regarding customer care, recent trends show that agents often find themselves in the latter half of the two options. Can you afford to lose more?

Contact Center 52

Contact Center NPS Customer Care Leadership 52

Think Customers

OCTOBER 28, 2020

Programing bots to collect basic information from customers to share with the associate also helps deliver faster and better support, with less effort. Build flexibility into the workforce The pandemic crisis proved that financial services employees can successfully work from home.

Financial 52

Financial Insurance Banking 2013 52

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Non-customer-facing groups create or limit value.

Definition 90

Definition Customers Metrics Customer Experience Management 90

Thematic

AUGUST 29, 2024

Listening to your customers is now more important than ever. According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box.

Voice of Customer 62

Voice of Customer Social Media Feedback Multi-Channel 62

Qualtrics

JULY 2, 2021

Patients today will interact with healthcare across a whole host of channels from apps and websites to the more traditional clinics, hospitals, and contact centers. Each one of those interactions has an impact on their perception of the care they receive and the experience as a whole is the cumulative effect of them all.

Definition 26

Definition Healthcare Hospitality Books 26

Call Center Pros

AUGUST 27, 2018

Customer Loyalty is a comprehensive resource for business people who are looking to improve customer service and satisfaction. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken.

Books 40

Books 2018 Customer Service Call Center 40

SmartKarrot

DECEMBER 2, 2020

Her blogs put a laser-beam focus on deriving customer experience insights for benevolent growth and revenue. One of her strong facets includes portraying employee experience (EX) as the sole driver behind loyalty, advocacy, and customer retention programs. That’s a Wrap.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17