TechSee

MAY 4, 2021

Why Customer Service is adopting the Gig Model. When the pandemic hit back in March 2020, customer service operations went into crisis mode. In fact, customer service turnover in the U.S Optimize the cost to serve customers. Staffing is the highest operational cost in any contact center.

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Customer Service 2027 Contact Center Call Center 182

Comm100

JUNE 5, 2018

It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers.

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Contact Center Call Center 2001 Download 68

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 4: Enable The Knowledge Worker.

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Contact Center Average Handle Time Competitive Advantage 2019 61

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

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Contact Center Management 2022 Entertainment 70

InMoment XI

JULY 18, 2024

By actively seeking customer feedback and making changes based on that feedback, businesses can build customer loyalty and foster long-term relationships with their returning customers. Direct vs Indirect Customer Feedback The two most common categories that customer feedback can be classified as are direct and indirect.

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Feedback Social Media Net Promoter Score Customer Journey Mapping 221

CSM Magazine

OCTOBER 7, 2024

With so many ways for customers to reach out, it can be overwhelming for companies to manage everything effectively. That’s where modern contact center solutions come into play. By meeting these expectations, businesses keep customers happy and loyal, ensuring they don’t lose them to slow responses or poor service.

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Contact Center Omnichannel Call Center Competitive Advantage 52

Think Customers

JULY 26, 2016

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

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Contact Center 2016 Customer Service Customers 58

Advantage Communications

NOVEMBER 16, 2021

Outsourcing a major part of your business is never an easy decision, but when it comes down to something as important as your customer service strategy , it’s generally the right one.

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Contact Center Customer Service Strategies Customer Care Metrics 98

BlueOcean

OCTOBER 30, 2024

Executing on in-house customer service efforts can be difficult; it takes the right background and continual hiring and training, not to mention complex IT systems, robust contact center technologies , and proper workforce management. And change is difficult.

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Contact Center Culture 2025 Customer Service 156

Advantage Communications

FEBRUARY 13, 2023

Advantage Communications, with over 25 years of experience, provides world-class customer experiences through state-of-the-art contact center solutions and innovative customer service strategies.

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Contact Center Call Center Definition Customer Service Strategies 52

Advantage Communications

JULY 13, 2021

New customer service strategies and innovative contact center technologies are changing the game when it comes to improving the customer experience (CX) and achieving new call center efficiencies.

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Customer Service Contact Center Call Center Customer Service Strategies 98

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

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Contact Center Customer Expectations Omnichannel Average Handle Time 52

8x8

MAY 23, 2018

Acknowledging the importance of pairing world-class software with world-class practices will help you optimize your customer service practice. Here are the top 3 ways to optimize your customer service strategy: 1. A time-honored call center practice is providing agents with pre-written scripts. Tim Richter.

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Customer Service Strategies Customer Service Contact Center Call Center 48

Advantage Communications

JULY 10, 2020

These new technologies are changing the game for many organizations’ customer service strategies by automating time-consuming, repetitive tasks that allows live agents to focus on conversations that require a human element. Artificial Intelligence (AI) is a controversial subject.

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Contact Center Customer Satisfaction Customer Service Strategies Consumers 87

West Monroe

JULY 11, 2023

Gain high-level insights into the maturity of your contact center capabilities and ways to accelerate value realization based on West Monroe’s proven methodology and transformation experience across various industries and company sizes.

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Contact Center Omnichannel Customer Service Strategies Consulting 52

Think Customers

JULY 1, 2020

The contact center industry has always needed to look forward. An overwhelming at-home workforce and consumer base forced the contact center industry to enforce temporary innovations to handle surging volume and traffic. Distributed contact center workforces The crisis completely turned work on its head.

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Contact Center Healthcare Travel Banking 52

ShepHyken

MARCH 24, 2025

The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task. Several other authors are included, including my friend and colleague Brittany Hodak, who collaborated with me on a weekly video tip we call the SUPER Amazing Show.

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Article 2025 Customer Service Healthcare 75

TechSee

FEBRUARY 2, 2022

Companies are investing in their call centers to differentiate and personalize their brand and improve overall operational efficiency. What Is Call Center Technology? Call center technology can refer to any tool that contact centers use to improve productivity, manage staff, deliver better service, or cut costs.

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Call Center 2022 Technology Contact Center 124

Calabrio

MARCH 25, 2025

When Chatbot QA Isn’t Prioritized, Quality Suffers To avoid these potential pitfalls and ensure customer satisfaction, its critical to maintain quality checks for your chatbot as part of your wider contact center quality management program.

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Contact Center Virtual Agent Interaction Customer Satisfaction 52

Think Customers

APRIL 28, 2022

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact center. What is the difference between a captive contact center and outsourcing? Hiring the right people.

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Contact Center Retail Brands Technology 52

Think Customers

JUNE 28, 2021

There’s no denying the vital role contact centers play in brands’ ability to meet customer needs quickly and efficiently. When done well, centers offer seamless experiences by connecting customers with the information they need – whether it’s via an agent or through automated technology – when and how they need it.

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Contact Center Call Center 2021 Brands 52

Stella Connect

JULY 17, 2017

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Like so many other brands’ customer service operations, it was simply a cost of doing business. Fielding contacts (some 850,000 per year) left agents weary. We knew we could be a lot more.

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Contact Center Sales Metrics Apparel 45

TechSee

JUNE 9, 2022

Connecting these channels to create continuity across the customer experience can be challenging. The following are 3 of the most common failure points faced by companies who have deployed a digital customer service strategy and how you can overcome them to get the most out of your tech stack.

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Omnichannel Customer Experience Contact Center Social Media 145

Brad Cleveland Blog

JANUARY 15, 2021

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. In this video, I’ll discuss five common pitfalls when developing strategies.

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Customer Service Strategies Customer Service Airlines Customers 54

Integrity Solutions

SEPTEMBER 28, 2023

In This Post You Will Learn: What Does Customer Service Mean? The Impact Of A Customer Service Culture Enhancing Customer Service With A Sales Mindset Importance Of A Customer Service Strategy The Customer Experience Journey Contact Center Training Integrity Service® Customer Service Training What Does Customer Service Mean?

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Customer Service Training Customer Service Contact Center Culture 106

Advantage Communications

DECEMBER 31, 2019

A world-class customer experience (CX) is essential for any business, no matter what industry your organization is in.That’s because your customers now expect more from your customer service team than they have ever done before.

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Contact Center Customer Service 2019 Insights 59

Advantage Communications

MARCH 2, 2023

Your contact center is a vital component of your customer service strategy and plays a crucial role in your company's success. When your contact center is underperforming, it can negatively impact customer satisfaction, lead to increased churn, and harm your brand reputation.

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Contact Center Customer Service Strategies Customer Satisfaction Brands 52

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.

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Contact Center NPS Metrics Net Promoter Score 52

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

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2019 Article Customer Service Leadership 123

ShepHyken

DECEMBER 12, 2016

We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service. Sure, they are common sense – but, unfortunately they are not always so common.

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2016 Article Social Media Customer Service 110

West Monroe

JUNE 22, 2022

If you lack information on any of these topics, it helps to perform an “outside-in” analysis of your customer’s experience. At minimum, we recommend observing the customer contact center for a day. This can provide insight on exactly where to start and the common issues that arise.

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Customer Service Strategies Customer Service Financial Banking 52

ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. My Comment: Are you making changes in your contact center (or plan to)?

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Article Customer Service 2023 Contact Center 71

ShepHyken

NOVEMBER 6, 2018

About : Christa Heibel is the founder of CH Consulting Group , a firm that helps organizations execute and implement contact center and customer experience strategies. For the last 25 years, Christa has dominated the contact center as an influencer and C-suite business growth and strategy expert.

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Omnichannel Contact Center Leadership Touchpoint 119

ShepHyken

AUGUST 16, 2021

Pay special attention to number two, which is to post or re-post “User Generated Content” ( also known as USC) created by your customers on the different social media channels your company is on. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski. This isn’t just information.

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2021 Article Customer Service Social Media 99

Call Experts

NOVEMBER 17, 2022

With almost 40 years of experience supporting businesses through the holiday season, we’ve learned some tips and tricks to help streamline holiday customer service. Keep reading to learn more and to get our 4 tips for a successful holiday customer service strategy. Don’t Make Customers Suffer.

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Customer Service Customer Service Strategies Retail Social Media 98

delighted

SEPTEMBER 27, 2019

In a busy contact center, finding time for training isn’t easy, especially if you have significant turnover. Time invested in team training and support reduces turnover and enhances the experience of customers. This doesn’t bode well for customers who may be trying to explain complicated scenarios.

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Customer Service Strategies Customer Service Social Media Exceptional Customer Service 42

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . Early in her successful modeling career, someone advised her to try to fit in.

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Competitive Advantage Banking Fashion Contact Center 146