Dangling Calls: A Fonolo Xmas Carol
Dangling calls, Queues are stalled. What’s taking you so long? I just… Continue reading →
The post Dangling Calls: A Fonolo Xmas Carol first appeared on Fonolo.
What’s your game?
Someone who plays Monopoly every week, and always uses the little silver hat as their playing piece and always buys Boardwalk if he can–he may think that this is his game. That’s way too literal. Someone who trades pork bellies on the floor of the commodities exchange might believe that she has a particular affinity […]
3 Leadership Principles to Help Advance Your Employee and Customer Experience
I’m sharing some key takeaways from my conversation with The Sweeney Agency about ‘How to Elevate Customer Experience.’ These are essential principles for those in the C-Suite to apply across all departments within their organizations.
The post 3 Leadership Principles to Help Advance Your Employee and Customer Experience appeared first on Customer Bliss.
Delivering the Service Customers Expect When the Unexpected Happens
Sometimes we can foresee disruptive events, but often they are unpredictable. The COVID-19 pandemic has reinforced the importance of having the right technology in place so that even if organizations can’t predict every possible disaster, they can still plan for unexpected changes so you can quickly react with agility.
For contact centers, this means having a robust, unified cloud-based platform that protects your ability to deliver exceptional customer service even in times of crisis. A platform that provides:
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Outbound dialers so you can proactively send out messages, emails, and text messages to keep customers informed and reduce your inbound volumes.
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Self-service functionality, such as IVR and call back abilities, that are easy to configure and update.
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Digital channels, including email and chatbots, that can be implemented quickly so you can alleviate the requirement for live agent interactions.
Full article: https://www.niceincontact.com/blog/delivering-the-service-customers-expect-when-the-unexpected-happens
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Gamification: Boosting Employee Retention in Customer Service
It’s no secret that employee retention is one of the largest operational issues facing companies around the world. From profitability to workplace morale and service quality, a high staff turnover rate can be detrimental to all aspects of a business. As an industry renowned for its high attrition rate (30-45%), customer service is facing perhaps…
The post Gamification: Boosting Employee Retention in Customer Service appeared first on Customer Experience Magazine.
New decisions
“I was wrong,” isn’t something you hear very often. Particularly from people in power, or folks who have gone out on a limb espousing a belief. It’s far easier to persuade someone to make a new decision based on new information. That way, they can be right now, and they can also believe that they […]
Making it onto the ‘nice’ list this CXmas
Tis the season to be jolly. Tis also the season that leaves room for some serious customer experience faux pas. At this time of year, some staff are starting to wind down. Some businesses may even close over the Christmas period, but for others it is the busiest time of year. Whichever category your business…
The post Making it onto the ‘nice’ list this CXmas appeared first on Customer Experience Magazine.
Employee Satisfaction Operations That Drive Customer Satisfaction
Evaluating employee performance assures you’re providing the highest-quality service to your customers. Your Performance Evaluation Policy sets the standard for how staff must handle customers. This policy, along with your annual salary review program, will make sure that all employees offer the quality of service your customers expect.
Silent monitoring, call recording, data-entry recording, and side-by-side coaching are ways to assist your employees in maintaining excellent customer service. Monitoring is used to provide feedback to them on their performance.
Full article: https://www.genesys.com/blog/post/employee-satisfaction-operations-that-drive-customer-satisfaction
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