Trending Articles

Contact Center Agent to Supervisor Success Path

Call Center Coach

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.

4 Social Media Services Contact Centers Provide Businesses

Outsource Consultants

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.

Leading Your Customer to the Right Choice

Beyond Philosophy

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.

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Contact Center Pipeline

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.

Build a bot with the Genesys PureCloud platform and Amazon Lex

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.

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What to Look For When Choosing Agent Tools for Improved Agent Empowerment

Bright Pattern

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

What to Do When Everyone Hates Their Schedules

Contact Center Pipeline

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

Amazing Business Radio: Tiffani Bova

ShepHyken

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.

3 Ways the Best Brands Do Omnichannel Right

360Connext

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.

eBook: Top 6 Benefits of Improving CX Assurance

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.

How to Measure Customer Satisfaction in 6 Easy Steps

OctopusTech

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.

How to Gain Big CX Insights from Small Details

Toister Performance Solutions

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.

Leading Customer-Centric Change: Use Storytelling Techniques to Gain Top-Level Support

Contact Center Pipeline

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 […].

Your Customer Service DNA

ShepHyken

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?

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

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.

How to Use Intrinsic Motivation to Empower Your Call Center Agents

SharpenCX

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.

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OctopusTech

[contact-form-7] The post test appeared first on Octopus Tech

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Essential Metrics for the Service Operation

Brad Cleveland

There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on?

4 Ways to Stop Being a Business of No

Steve DiGioia

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.

5 Top Customer Service Articles for the Week of August 13, 2018

ShepHyken

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.

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What Is Ringless Voicemail? A Complete Overview of Ringless Voicemail

Dialer 360

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.

Book Review: Would You Do That to Your Mother?

Toister Performance Solutions

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.

CSAT vs. NPS vs. CES: A Comprehensive Guide to Customer Service Metrics

inContact

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.

5 Tips for Sales Agent Communications

VocalCom

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.

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Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations

ShepHyken

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).

How do omni-channel contact centers route interactions?

DMG

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.

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How Using a Virtual Receptionist Can Build Better Customer Relationships

Abby Connect Virtual Receptionists

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

CSAT vs. NPS vs. CES: A Guide to Customer Service Metrics

inContact

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.

Record a Phone Message with PHP

Nexmo

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.

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Managing Seasonal Contact Center Volumes with Cloud

Aspect

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.

3 Omni-Channel Contact Center Solutions to Help Your Company Serve Gen Z

Outsource Consultants

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.

A Great Quarter For Public Call Center Companies

Fonolo

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.

Ten Tips for Effective Networking

The Center for Client Retention

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.

Receive a Call with Java

Nexmo

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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