The contact center agent is one of the most intensively monitored occupations in the world. Admittedly, in recent times, employee monitoring and surveillance have increased, and we have seen the advent of tools tracking workers both at the office and in the field. In a contact center, from the moment they log in to the […] The post Why isn’t anyone talking about contact center reporting? appeared first on Servion Blog.| Servion Blog
A high-performance customer service culture is all about maximizing employee performance without damaging their satisfaction, engagement, or morale. This culture makes the difference between a revenue-generating contact center where experiences and relationships thrive and a cost center where agents are no more than a number. Do your agents feel listened to and valued? Do you foster […] The post 5 steps for building a high-performance customer service culture appeared first on Servion Blog.| Servion Blog
The job of a contact center agent is more than picking up a phone. It requires a highly skilled, organized, multifaceted person who can make a fast impact in the workplace and on the customer experience. Just as the call center has evolved through the decades, changing in name and scope of functionality, so too […] The post The Ultimate Guide to Creating the Contact Center Super Agent appeared first on Servion Blog.| Servion Blog
You love that your bank offers click-to-call directly from their website and mobile app. You don’t have to search for a customer service number, and you can skip repetitive authentication questions if you’re already logged into the app. You’re connected with a friendly service representative, but that’s as far as you get until things start […] The post 5 Ways to Improve First Call Resolution and Increase Response Rate appeared first on Servion Blog.| Servion Blog
Even before the Great Resignation, contact center agents have said in numerous studies that the companies they work for don’t provide the right tools to address customer service challenges. Imagine constantly lacking the technology needed to help customers effectively. Emboldened by a pandemic, you’d probably leave too. There’s only so much customer frustration you can […] The post How to Retain Contact Center Agents in a Digital, Work-from-Home World appeared first on Servion Blog.| Servion Blog
Digitization is non-negotiable for organizations, and the benefits for those getting it right are clear. Companies considered ahead of their peers with digitization initiatives report 40% improved operational efficiency, 36% faster time to market, and 35% improved customer experience. Yet most companies face a series of challenges throughout this transformation process, from strategy to technical […] The post Five Rules for Becoming a Successful, Digital-first Organization appeared first on...| Servion Blog
Speech has always been an essential part of the customer experience, especially when we need to speak with an agent about a complicated issue or to air a grievance. However, over the last few years, speech has also become a crucial part of customer self-service, allowing us to handle daily requests like paying a bill […] The post Why Every Company Should Make Conversational AI Part of their Self-service Strategy appeared first on Servion Blog.| Servion Blog
Changing market trends and the disruption of a global health crisis have placed unprecedented pressure on customer service operations. As a result, we are seeing more organizations standing up a Customer Experience (CX) Center of Excellence (COE) to drive long-term value and deliver service experiences that surpass that of their competitors. A COE is a […] The post Creating a CX Center of Excellence – Their Benefits, Insights, and Examples appeared first on Servion Blog.| Servion Blog
Successful businesses understand the importance of contact center innovation, and they’re focusing on Contact Center-as-a-Service (CCaaS) to better compete in a new reality of customer (and employee) experience: Greater agility: There are high expectations for brand engagement today, and customers expect companies to meet their pace of innovation. Cloud solutions enable faster innovation to stay […] The post Most businesses are accelerating their move to CCaaS. Here is how to plot yours a...| Servion Blog
We live in an era where almost half of the world’s population is connected to the Internet. A large percentage of them access it through mobile devices. The global mobile population accounts for 3.7 billion unique users who spend 7x more time on native mobile apps. Thus, it is not only imperative to deliver stellar […] The post How To Create Effective And Proactive Customer Service appeared first on Servion Blog.| Servion Blog