omnichannel

Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World

Share:

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service […]

Read
call center scripting

How to Optimize Call Center Agent Scripting

Share:

Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier.  Maintain regulatory compliance. Script with compliance in mind to help your agents manage the regulatory jungle.  Promote consistency. By scripting calls […]

Read
contact center etiquette

Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

Share:

Hold the door. Be on time. Common courtesy is always a good bet. Cliché, but true. Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Respecting and protecting time, people, and processes is key. Be mindful of these tips […]

Read
starting a call center

5 Things to Consider When Starting a Call Center

Share:

There are many reasons why starting a call center makes good business sense.  But whatever the reason, taking that first step can seem like stepping into the unknown. To ease into your search, here are five things to consider when starting a new call center.  You don’t need to be a rocket scientist.  As you begin your exploration […]

Read
call center scripting

3 Questions to Answer for Your Annual Customer Experience Checkup

Share:

Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. But with a wide range of CX outcome KPIs like NPS, CSAT, CES and dozens of operational efficiency KPIs it is easy to be overwhelmed and lose the forest for the trees. End of the year planning cycles often […]

Read
modernize

Overwhelmed by needing to modernize your contact center? Start here.

Share:

At some point, every contact center faces the stark reality of needing to modernize. You may still be spending hours creating reports on spreadsheets. You’ve got teams of agents but only rudimentary quality monitoring. Maybe you’re offering limited channel choices, even voice only. If your organization is like most, you’ve been wrestling with these issues […]

Read
self-service channels

Contact Center Software can Balance Agent-assisted and Self-service Channels

Share:

Omnichannel is hot. Artificial intelligence (AI) is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and […]

Read
lemonade stand

The Ultimate Lemonade Stand

Share:

One of the fastest ways to grow your business is to not only get your customers to come back, but to also get them to come back for more. Let’s use a quick example, building the ultimate lemonade stand. If you’re like me, you operated a lemonade stand at least once. You got lemons, sugar, […]

Read
1 2 3 24