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How To Manage A Heavy Workload Without Increasing Staff Or Losing Efficiency

[fa icon="calendar'] Feb 15, 2017 7:00:00 AM / by Jade Longelin posted in employee engagement, quality management,, call center best practices

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"I have got too much work and not enough time to do it all". That is a statement we have all muttered to ourselves at some point in our careers.


Towards the end of 2016, a study by Wrike came out stating that nearly six in ten employees feel their workloads have gone up. A further fifth reported that work demands had increased "significantly" in the past year.


However, that's not all, 47% of respondents across various sectors stated that they work longer works to get the job done than they did a year ago. A third of managers also confirmed that they expect employees to put in this extra time and take fewer breaks to meet the demands of their growing task lists.

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How To Give Positive Employee Feedback In Your Call Center

[fa icon="calendar'] Feb 10, 2017 6:25:00 AM / by Jade Longelin posted in Coaching, employee engagement

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As a call center manager, one of the most important parts of your job is providing feedback. Regular feedback helps agents to improve their performance, stay on track to meet their goals and ensure that basic business outcomes are met.


However, a lot of feedback advice or training programs often center around constructive or negative feedback. We often forget that providing positive feedback is just as important and needs its own focus.

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2017 Is The Year AI (Artificial Intelligence) Will Tackle Customer Service

[fa icon="calendar'] Feb 8, 2017 8:07:00 AM / by Jade Longelin posted in customer experience,, quality management,

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Clearly, Artificial Intelligence (AI) is ushering a new era of convenience and service. I am reminded of this absolute truth anytime my three year old bounces into the kitchen and asks Alexa, our Amazon device, to tell her a joke or play her favorite song. The AI genie is undoubtedly out of the bottle, and there’s no telling how far this technology will go to enhance our lives.

 

One thing is for sure: AI in customer service is no longer a far-off dream, but a present reality. How can contact centers harness the power of AI to improve customer engagement? Read on to find out how.

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6 Tried And Proven Methods To Creating Customer Connections Through Chat And SMS

[fa icon="calendar'] Feb 3, 2017 7:36:00 AM / by Jade Longelin posted in Coaching, customer experience,, quality management,

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As unlikely as it may seem, creating customer connections can also be done via SMS and chat. According to a study on virtual relationships, people foster connections faster through virtual communication like SMS because they are not distracted by superficial distractions.


For call center agents to form deeper relationships with customers, they need to dig deep and figure out what the customer really wants. In order to do so, agents must understand how customers think and feel. From there, they can start crafting messages to build an emotional bond to keep them loyal and turn them into advocates.

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Top 50 Call Center Twitter Accounts To Follow In 2017

[fa icon="calendar'] Feb 1, 2017 7:57:00 AM / by Jade Longelin posted in customer experience,

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It's a new year. A new chance to improve our customer service and delight our customers. To achieve this, it's always a good idea to keep a pulse on industry thought leaders.

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Learning To Customize IVR Call Flows And Advanced Routing Options

[fa icon="calendar'] Jan 27, 2017 7:14:00 AM / by Jade Longelin posted in customer experience,, quality management,

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Customers reach out to your contact center for myriad reasons: to purchase or return a product, to receive service or lodge a complaint on a previously purchased good or service, to change their account settings, to solve a technical issue, to ask a question, to make a payment, to ask a complex question to a service representative… the list could go on and on.

 

Being able to customize IVR (interactive voice response) call flows could mean the difference between a satisfied customer or an abandoned call. Contact centers must organize and structure their IVR call flow to meet the unique needs of every customer while ensuring a streamlined experience that taps into the resources of your center efficiently and effectively.


But where to begin?

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5 Tips You Need To Apply To Reduce Abandonment Rate In The Call Center

[fa icon="calendar'] Jan 25, 2017 9:09:00 AM / by Jade Longelin posted in customer experience,, quality management,, call center best practices

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First things first: What is abandonment rate in the call center and how is it measured and expressed?

 

The abandonment rate is a percentage of how many calls hang up before speaking to an agent versus the total number of incoming calls. It is expressed as a percentage and calculated by dividing the number of abandoned calls by the number of total calls. Configured properly, your CRM system should be equipped to track these numbers.

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8 Most Important Qualities Of A Call Center Agent

[fa icon="calendar'] Jan 20, 2017 8:04:00 AM / by Jade Longelin posted in customer experience,, call center best practices

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A contact center can have all the latest software and top-of-the-line technology, but none of that matters if you don't have the right agents. A customer's experience with a call center can often be the determining factor when deciding whether or not to continue doing business with a company. This is why hiring quality agents is so essential to meeting your customer's needs and exceeding their expectations.

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What Are The Hottest 2017 Customer Service Trends? ...And How To Get On Board!

[fa icon="calendar'] Jan 18, 2017 9:03:00 AM / by Jade Longelin posted in customer experience,, VOC

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As millennials begin to overtake baby boomers as the majority of the workforce and consumer market, the desired customer experience is evolving along with them. Companies who are prepared to keep up with the latest customer service trends will be the ones who come out on top in the year ahead and beyond.

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Call Center Feedback Questions To Get The Most Out Of Your Voice Of The Customer

[fa icon="calendar'] Jan 13, 2017 9:15:00 AM / by Jade Longelin posted in customer experience,, VOC, call center best practices

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Data is the modern language of the call center. From FCR and abandonment rates to average handling time and QWT, acronyms and numbers often tell the story of the customer experience (Okay, I made that last one up just to see if you were paying attention).


But what about the story that the customer himself is ready to tell? Are you prepared to listen to the Voice of the Customer through a well-crafted survey? If so, you may be wondering how to develop call center feedback questions that will inform your practices and improve your service. Well, look no further.

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