[contact-form-7] The post test appeared first on Octopus Tech MORE
According to Webster’s dictionary, networking is “the cultivation of a productive relationships for employment or business.” The key word is relationship. Unfortunately, the majority of people in the business community don’t seem to understand that important part of the definition. MORE
Nowadays, you must have come across certain companies that are way too flexible in terms of return policy than their previous ones would ever be. MORE
It’s no secret that, in some companies, the contact center doesn’t always get the respect it deserves. In today’s customer-driven business climate, you’d think that customer care leaders would have an easier time getting companywide buy-in for customer-centric change. Yet, the results from the Contact Center Challenges & Priorities Report released earlier this year revealed […]. MORE
Question: How do omni-channel contact centers route interactions? Answer: In an omni-channel contact center, interaction routing is centralized and agents have a comprehensive view of what happens with customers across all channels. In these environments, companies have one unified system that receives, queues, and routes all types of interactions, and is smart enough to identify who is reaching out and the best way to handle each contact. MORE
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. MORE
In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. MORE
This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. Have you ever gone down a rabbit hole of suggested videos on YouTube? Or maybe you’ve lost yourself in a thread of related products on Amazon (regretfully). MORE
You just might need to face the fact that you are unable to move as fast as your customers want. But it might not be your fault. MORE
I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. MORE
Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize that this is what they are good at? MORE
The rise of omnichannel practices has undoubtedly increased pressure on brands to capitalize on every sales opportunity. With customers reaching out on channels as diverse as social media, messaging, and phone, sales agents are challenged to turn both potential and current customers into loyal advocates without sounding too aggressive. MORE
With the Ringless Voicemail is quite often use for the customer outreach. This is can also use internally to disseminate message across various departments. To it works to make sure that stakeholder is keeping in the loop with happening within the company. MORE
CLICK HERE for large image. Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Some may contend it’s always been a priority. But now we could be entering a crisis scenario. MORE
More money does not equal more employee motivation. Too many managers think the key to employee motivation is giving out performance-based raises or incentives. People, you think, will work harder for an uptick in their monthly paycheck. But this tactic actually doesn’t do too much, according to an analysis of 120 years of research on [.]. Read More. The post How to Use Intrinsic Motivation to Empower Your Call Center Agents appeared first on Sharpen Contact Center Software. MORE
Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks. MORE
It is rare for everyone to be happy with their schedule, but there may be changes you can make to improve the current situation. Schedules are a key contributor to employee satisfaction (and dissatisfaction) in a contact center. There are times when someone has to work a shift they hate, and the response is negative. […]. Scheduling agent satisfaction call center call center scheduling contact center WFM MORE
It’s no secret that contact center operations are becoming more complex. An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve up the right information, at the right time, to agents. Improved Agent Empowerment MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. MORE
In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. MORE
Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results. MORE
There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? MORE
Enough about millennials, let’s talk about Gen Z. A recent article by Ford Blakely discusses this generation of people who were born after 1996 and have never known a world without the internet or technology we use daily. MORE
A recent article by Manuel Solis discusses customer engagement. Not just a company’s attempts at engaging with their customers, but customers engaging with the company as well. MORE
The Carnival Of Business Growth Strategies. Get smarter about building your company’s future. Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce. MORE
As part of keeping up with the industry, we follow publically-traded companies for which the call center is a significant component of their business. Earnings time has come around again, so let’s see what can be discerned about the near term future of the sector. MORE
Virtual receptionists allow you, the business owner, to focus more on your work, reduce the workload on your in-house staff, and improve customer care. However, did you know that virtual receptionists can also build and enhance customer relationships? Customer Service Small Business & Entrepreneurs MORE
Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. MORE
My wife, Sally, and I really enjoy wine. It's fun to explore new wineries and share both bottles and experiences with friends. So we were a little excited when I found a winery in Napa Valley that was looking for "investors." The deal was enticing. MORE
Recording a phone message is the key first step in building a fully fledged voice mail system. In this tutorial, we’ll go through the steps required to set up a phone number with the ability to record an incoming call using PHP and the Nexmo command line interface. MORE
you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. MORE
Introduction In this tutorial you will create an application that can receive phone calls using Java and the Nexmo Voice API. Prerequisites To work through this tutorial, you will need a Nexmo account. Sign up now if you don’t already have an account. MORE
Changing demands are one the most difficult parts of operating a contact center. It’s one thing to simply manage scheduling, on a weekly basis but, when staffing needs change, adding and deploying new agents to a contact center can be a frustrating and time-consuming process. MORE
Colin Shaw and Prof. Ryan Hamilton explore customer segmentation strategies. It’s amazing that most organization’s segmentation is so basic. In today’s new world, segmenting your customers is going to be a key to success, especially with AI on the rise. What should you be doing? MORE
Call Center Coach
AUGUST 14, 2018
CLICK HERE for large image. Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Some may contend it’s always been a priority. But now we could be entering a crisis scenario.
Outsource Consultants
AUGUST 14, 2018
A recent article by Manuel Solis discusses customer engagement. Not just a company’s attempts at engaging with their customers, but customers engaging with the company as well.
Beyond Philosophy
AUGUST 8, 2018
Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results.
Contact Center Pipeline
AUGUST 14, 2018
Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks.
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Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.
Bright Pattern
AUGUST 8, 2018
It’s no secret that contact center operations are becoming more complex. An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve up the right information, at the right time, to agents. Improved Agent Empowerment
Contact Center Pipeline
AUGUST 8, 2018
It is rare for everyone to be happy with their schedule, but there may be changes you can make to improve the current situation. Schedules are a key contributor to employee satisfaction (and dissatisfaction) in a contact center. There are times when someone has to work a shift they hate, and the response is negative. […]. Scheduling agent satisfaction call center call center scheduling contact center WFM
ShepHyken
AUGUST 14, 2018
The Carnival Of Business Growth Strategies. Get smarter about building your company’s future. Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce.
360Connext
AUGUST 13, 2018
Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey.
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More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.
OctopusTech
AUGUST 13, 2018
Nowadays, you must have come across certain companies that are way too flexible in terms of return policy than their previous ones would ever be.
Toister Performance Solutions
AUGUST 14, 2018
My wife, Sally, and I really enjoy wine. It's fun to explore new wineries and share both bottles and experiences with friends. So we were a little excited when I found a winery in Napa Valley that was looking for "investors." The deal was enticing.
Contact Center Pipeline
AUGUST 9, 2018
It’s no secret that, in some companies, the contact center doesn’t always get the respect it deserves. In today’s customer-driven business climate, you’d think that customer care leaders would have an easier time getting companywide buy-in for customer-centric change. Yet, the results from the Contact Center Challenges & Priorities Report released earlier this year revealed […].
ShepHyken
AUGUST 8, 2018
Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize that this is what they are good at?
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Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.
SharpenCX
AUGUST 9, 2018
More money does not equal more employee motivation. Too many managers think the key to employee motivation is giving out performance-based raises or incentives. People, you think, will work harder for an uptick in their monthly paycheck. But this tactic actually doesn’t do too much, according to an analysis of 120 years of research on [.]. Read More. The post How to Use Intrinsic Motivation to Empower Your Call Center Agents appeared first on Sharpen Contact Center Software.
Brad Cleveland
AUGUST 10, 2018
There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on?
Steve DiGioia
AUGUST 13, 2018
you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards.
ShepHyken
AUGUST 13, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Dialer 360
AUGUST 9, 2018
With the Ringless Voicemail is quite often use for the customer outreach. This is can also use internally to disseminate message across various departments. To it works to make sure that stakeholder is keeping in the loop with happening within the company.
Toister Performance Solutions
AUGUST 9, 2018
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites.
inContact
AUGUST 9, 2018
In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center.
VocalCom
AUGUST 13, 2018
The rise of omnichannel practices has undoubtedly increased pressure on brands to capitalize on every sales opportunity. With customers reaching out on channels as diverse as social media, messaging, and phone, sales agents are challenged to turn both potential and current customers into loyal advocates without sounding too aggressive.
ShepHyken
AUGUST 10, 2018
This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. Have you ever gone down a rabbit hole of suggested videos on YouTube? Or maybe you’ve lost yourself in a thread of related products on Amazon (regretfully).
DMG
AUGUST 13, 2018
Question: How do omni-channel contact centers route interactions? Answer: In an omni-channel contact center, interaction routing is centralized and agents have a comprehensive view of what happens with customers across all channels. In these environments, companies have one unified system that receives, queues, and routes all types of interactions, and is smart enough to identify who is reaching out and the best way to handle each contact.
Abby Connect Virtual Receptionists
AUGUST 10, 2018
Virtual receptionists allow you, the business owner, to focus more on your work, reduce the workload on your in-house staff, and improve customer care. However, did you know that virtual receptionists can also build and enhance customer relationships? Customer Service Small Business & Entrepreneurs
inContact
AUGUST 9, 2018
In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center.
Nexmo
AUGUST 14, 2018
Recording a phone message is the key first step in building a fully fledged voice mail system. In this tutorial, we’ll go through the steps required to set up a phone number with the ability to record an incoming call using PHP and the Nexmo command line interface.
Aspect
AUGUST 14, 2018
Changing demands are one the most difficult parts of operating a contact center. It’s one thing to simply manage scheduling, on a weekly basis but, when staffing needs change, adding and deploying new agents to a contact center can be a frustrating and time-consuming process.
Outsource Consultants
AUGUST 14, 2018
Enough about millennials, let’s talk about Gen Z. A recent article by Ford Blakely discusses this generation of people who were born after 1996 and have never known a world without the internet or technology we use daily.
Fonolo
AUGUST 14, 2018
As part of keeping up with the industry, we follow publically-traded companies for which the call center is a significant component of their business. Earnings time has come around again, so let’s see what can be discerned about the near term future of the sector.
The Center for Client Retention
AUGUST 8, 2018
According to Webster’s dictionary, networking is “the cultivation of a productive relationships for employment or business.” The key word is relationship. Unfortunately, the majority of people in the business community don’t seem to understand that important part of the definition.
Nexmo
AUGUST 9, 2018
Introduction In this tutorial you will create an application that can receive phone calls using Java and the Nexmo Voice API. Prerequisites To work through this tutorial, you will need a Nexmo account. Sign up now if you don’t already have an account.
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