As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Organizations spend just…
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With the plethora of agent performance data available today, it can be challenging to determine where to focus. That doesn’t apply to agent performance in isolation; it also applies to how that performance affects customer satisfaction.
Managing remote call center agents can be difficult — but with the right tools in place, supervisors can effectively lead their agents from a distance.
Some customer service skills include problem-solving, empathy, product knowledge and patience. Certain people are naturals for a career in customer service. They have the right personalities, values and patience —…
Many organizations overlook field service management in their customer service strategies, yet this area — and its challenges — are critical to CX success.
While much discussion on CX initiatives centers around contact centers, CX leaders have increasingly turned their attention to another key area of customer interactions: field service.
Organizations invest in numerous contact center tools to manage agent performance, call routing, schedules and customer satisfaction. Like contact center agents, field service technicians must track performance, route on-site service calls, schedule hours and track customer satisfaction.
Field service management software can create effective processes to oversee employees who interact with customers in-person, like how contact center and CRM tools assist virtual service representatives. However, organizations need a solid strategy to address challenges and provide the expected quality of service to run field service smoothly. Key challenges in field service management are the following:
Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI.
The future of customer service increasingly will be driven by technology innovations. Ideally, these new technologies will improve customer and agent experiences, along with business metrics like revenue, operational costs and customer ratings. But businesses often miss the mark when they try to move too quickly with too much technology, ultimately resulting in consumer dissatisfaction rather than elation.
Customer expectations for what defines a good experience stay fairly consistent over time, but the approach to providing that experience changes. Meanwhile, advanced technologies, largely driven by artificial intelligence, analytics and automation, arm companies with new techniques for driving customer satisfaction and loyalty.
I’ve never understood why companies are stingy with time off. When employees are burned out, it takes them 3 hours to do something that should take 30 minutes. Taking a…
We regularly interact with family, friends, and business colleagues using video. But companies have fallen behind at promoting video when it comes to communicating with their customers — whether for…
Talkdesk is somewhat an anomaly. Engineer Tiago Paiva, who founded the company 10 years ago after winning a hackathon for a prototype he created, remains at the helm. Despite its…
Companies that do not have a Voice of the Customer (VoC) program in place are doing themselves a disservice. Without analysis of the customers’ perspective, how can organizations evaluate their customer experience (CX) strategies and improve upon them?
