5CA

How self-scoring leads to better customer interactions

5CA

We’ve probably all heard of quality assessment (QA) before, where a quality specialist goes over agent interactions and checks to see if there are any possible areas of improvement or development.

What is Workforce Management? (and why you should care)

5CA

The most common response I get when I tell people I work in Workforce Management (WFM), often coupled with a very confused facial expression, is “Hmmm, is that in HR…?”

Starting small with analytics: A little data goes a long way

5CA

Back when I lived in London, it was a very exciting time every year when the big department stores lit their Christmas lights on Oxford Street. Catching a double-decker bus in the evenings, sitting in the front row on the upper deck and viewing all the sparkling lights was always a magic moment

Who is responsible for employee development?

5CA

A few years ago, after over twenty years working in the Customer Service Industry, I crazily returned to university and completed my master’s degree in HRM, where my final thesis focused on linking staff engagement to brand loyalty

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

The Basic Building Blocks for Agent Training

5CA

When building your customer support team, one of the key steps is preparing the support agents who will be talking to your customers every day. That is no small task. Your agents will be the voice of your company, and the first point of contact for customers.

How to keep your employees engaged with your e-learning platform

5CA

Over the years working in Learning & Development, I’ve learned that putting great training content on your learning platform is crucial. But a successful recipe requires more ingredients; equally important is getting people to engage with that content.

6 Quick Tips to Manage your Ticket Backlog

5CA

When you work in customer service, one of the scariest things that can happen is having a ticket backlog. Whether it catches you by surprise occurring all at once, or whether it starts to build up; it will always be intimidating when you see a towering ticket backlog.

CCPA: All you need to know about the California Consumer Privacy Act

5CA

If you have a business in the European Union, during this last year, you’ve most likely been hearing nonstop about the General Data Protection Regulation (GDPR).

Quick Tip: Using Your Social Media Channels to Mitigate Support Tickets

5CA

It’s Saturday night, and there’s a server issue that’s affecting tens of thousands of your players. Hundreds of customer support tickets are coming in by the minute.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Integrated Community Development

5CA

You’ve created a great product, released it out into the world, and made a huge splash with your Marketing campaigns. Now it’s time to think about this ‘Community’ thing, right? Well, not if you want to give yourself the best opportunity for success!

Why customer service is key to delivering great CX

5CA

Customer experience (CX) must be one of the most popular catchphrases being used by businesses today. Companies are embracing the idea and investing in creating a strong customer experience, which includes good customer service.

CCPA vs GDPR

5CA

2018 is likely to be remembered as the year of the consent pop-up.

52

How to hire your first customer service representative

5CA

Your company is rapidly growing, and it is time to hire your first customer service representative; this will be the first person at your company who will be completely customer-focused.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Creating an excellent live chat experience for your customers

5CA

Even though phone an email are still the most used communication channels across demographics; live chat continues to gain traction with 44% of millennials and 43% of Gen Z using it to get in touch with companies ( source ). For customers, it provides immediacy when they want to resolve an issue.

Sales 52

Pros and cons of outsourcing customer service

5CA

If customer experience is not one of your core competencies and you are finding it increasingly hard to keep up with your customers’ expectations, you might be considering outsourcing your customer service. However, before taking the plunge, it might be worth weighing the pros and cons

Are you really listening to your customers?

5CA

The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it? Unfortunately, the reality is different.

The 7 most common customer service outsourcing myths

5CA

Working in customer service outsourcing, I have experienced some resistance, mostly due to misconceptions regarding the practice. There are a lot of myths out there stopping companies who could benefit immensely from outsourcing their customer service.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

3 Quick Tips for Creating Great Player Experiences

5CA

With the rising cost of user acquisition, never has considering the full Player Experience been so critical to success.

52

Customer Service Terms: The only glossary you will ever need

5CA

If you are new to customer service you probably already realized that the industry has its own set of terms. Some of them are pretty straight forward but, others can seem like a whole other language

The Care and Feeding of Your Player Experience Team(s)

5CA

To be blunt, when I first started leading a Player Experience team, I was completely out of my depth. I had no experience as a manager and not much guidance on how to be effective as a leader.

Why critical thinking is crucial for great Customer Experience

5CA

How often have you contacted customer service and received a generalistic, completely useless response? Even though you clearly described the problem, included the troubleshooting steps you already took and even indicated potential causes for the problem you are facing? Customer Experience

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

The 4 most effective eCommerce customer service practices

5CA

ECommerce not only means being open 24/7 but also missing out on having face to face interactions with your customers or potential customers

Key things you should know about customer support channels

5CA

Choosing the right channel to do customer support can make or break a fledgling business. Understanding the trade-offs between the most common channels is essential

Securing our work from home workforce

5CA

Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool. It makes for a great story; expert service in any skill or language, an enticing work experience, and a sustainable business. It also presents an intriguing challenge: How do we balance flexibility, productivity, and security? Work From Home IT

It's not me, it's you. Why cancelling is part of CX.

5CA

When you think about Customer Experience I'm willing to bet you'll typically think about the experiences customers have when evaluating a product or service, choosing and buying it, and then actually using it. Customer Experience

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Do you listen to reply? Or to understand?

5CA

I have often been told to listen more and speak less. As a passionate person by nature and an evangelist for great customer service, I find this hard to do. Sales

GDC 2019 Wrap-Up

5CA

This year’s GDC was record-breaking: Over 29,000 developers descended upon San Francisco for a week of sharing, learning, networking, and of course, fun!

How to Disrupt Your Competition

ShepHyken

What Can You Do To Create a Better Experience For Your Customers?

ShepHyken

If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Customer Service May Not Be Your First Priority, and That’s Okay

ShepHyken

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

Winning Decisions Are Sometimes Tough Decisions

ShepHyken

I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!