Not too long ago, many people believed that doing good in the world and succeeding in business were contradictory to one another. But now, what were once seen as mutually exclusive goals, are two harmonious pieces of the puzzle working in tandem.
Workforce management software isn’t exactly a magic pill for contact centers helping to drive business success, but it’s definitely a smart place to start. While strong products will always be essential to the success of large and mid-size businesses, it’s the customer experience that keeps people (and revenue) coming. Contact centers are at the heart…
For anyone asking, “What is workforce management?” there’s never been a better time to understand—and turn up—its power to transform and optimize your business. Workforce management is the critical link between today’s top-performing contact centers and thriving brands—across every industry. And it’s increasingly top-of-mind for customer experience leaders who want to help reduce costs and…
During the COVID-19 pandemic, workforce management became an area of intense focus and accelerated innovation. Human resources teams at companies around the world developed new policies, practices, and processes to enable a decentralized workforce while keeping employees connected and productive. As innovation continues, especially around reducing operating costs and managing staffing while maintaining an optimal…
At the heart of every contact center is a team of agents who want to show up every day and do their best work. Even when your agents are working remotely, a strong team spirit is central to customer satisfaction and agent performance. How do the best call center managers keep morale high and performance…
You know your customers. You spend hours obsessing over every aspect of their interaction with your brand, because you know that a great customer experience is a near-guarantee of customer retention and expansion. Your careful planning can seem all for naught after an influx of negative feedback from customers. Where did it all go wrong,…
Are your call center agents fully prepared and offering the best possible care for your customers? You have likely heard about or even experienced frustrated customers venting on social media and other channels after not getting the support they needed.
The foundation of a successful business relies on its customers. Simply coasting through without hearing feedback from them will most likely lead to misfortunes financially. Any business that suffers in that regard probably won’t be around for too long. Customer service feedback is important to any business. It helps build the company and improves customer…
It’s only natural for humans to want to feel understood and heard, especially with the chaos and anxiety permeating the atmosphere these days. In order to successfully validate a customer’s wants and needs, empathy is a must. Agents with strong empathic abilities are overall better at creating long-term customer relationships. Of course, this is easier…
Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy. Saying the right phrase or words to a customer shows you are empathetic to the customer’s needs. In addition, saying the right words also can soothe an angry customer and…
WEBINAR
Are you ready for AI?
Wednesday, April 17, 2024 at 11:00 AM EDT