Wed.Mar 20, 2019

9 Tips for Exquisite Phone Etiquette in 2019

Ambs Call Center

It's 2019 and websites are supporting an increasingly large amount of the sales process for brands. When a customer or prospect uses the phone to contact your business, they are looking for answers that they couldn't find online.

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Spring cleaning the contact center

Nuance

In many organizations the contact center is the heartbeat of the company. This is where almost every customer will eventually travel, whether it be to ask a question, purchase a new good or service or to complain when things are not working properly.

Humanizing the Digital Customer Experience: With Gamification, Call Centers Win Big

Noble Systems

To the casual observer—or the not-so-casual business insider, for that matter—the words “humanize” and “digital” sound as though they play at opposite ends. But overwhelming evidence points to just the opposite.

Three Soft Skills to Seek Out in Contact Center Agents

Monet Software

How does your contact center assess potential agent candidates? It’s an important question, because when you hire wisely you stand a better chance of not just acquiring a valuable asset, but bringing someone into the business that will not leave in six months or a year. Attrition remains high at most contact centers (the average is anywhere from 30% to 45%), so these are decisions that are vital to get right the first time.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

The Upfront Agreement of Future Communication

ShepHyken

Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers.

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Customer Voice is More Important Than Ever—Here’s Why

GetFeedback

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services.

Call And Contact Center Expo

Merchants

The Merchants team will be presenting ‘Unlocking the potential of the digital human’ at the Call & Contact Centre Expo in London on the 27th & 28th of March 2019. The post Call And Contact Center Expo appeared first on Business Process Outsourcing Services | Merchants.

Make a Survey Online That Will Delight Your Customers, Not Annoy Them

GetFeedback

If you make a survey online without giving it much thought, you’ll find that your customers won’t care for it either. In fact, they’ll probably abandon your survey halfway through or avoid taking it altogether. This reaction to poor surveys is called survey fatigue. It’s not uncommon, and chances are you’ve experienced it yourself at least once. The old school, 20-question survey is no longer acceptable — customers value their time too much.

The Human Experience Cycle

Customer Experience Matters

As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements: Expectations: What a person anticipates will happen during an experience.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How to Use Psychology to Provide the Best Customer Service Experience

Return Customer

Professionals in the customer service industry know how complicated people can get—some are delightful, some are moody, some are grumpy, and so on. This is where knowledge of psychology principles comes in handy.

Customer Success Metrics—4 Categories to Measure Customer Success Performance

ClientSuccess

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company.

Customer Understanding Is the Key to Growth

CSM Magazine

Most “predictive rundown” articles that kick off at the beginning of the year focus on big technologies, major disruptions, or massive breakthroughs that will upend your market.

Customer Success Webinar: 5 Top Mistakes In Building Your Customer Success Strategy

ClientSuccess

ClientSuccess will host Dave Blake , our Founder and CEO, for this month’s customer success webinar series: Top 5 Mistakes in Building Your Customer Success Strategy. Dave will walk attendees through common mistakes customer success leaders make as they build out their customer success strategy.

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How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Agent Assist with Blueworx Voice Response for Linux 7.10

Blueworx

The Advent of Agent Assist Artificial Intelligence is already transforming the contact center. Customers are delighted that they are getting their business done more efficiently and companies are pleased to […]. The post Agent Assist with Blueworx Voice Response for Linux 7.10

Performance Management: The Importance of Communication

Monet Software

Whether a contact center is launching a new performance management effort, or making changes to an existing program, the key to its success will always be communication. Effective communication must start at the top. Managers and senior personnel are responsible for explaining and promoting the contact center’s performance management goals to rank-and-file personnel. This requires more than a “This is what we’re doing” speech.

Why Customer Service Matters in the Moving Industry

CSM Magazine

Moving is one of the most stressful experiences many people will go through at least once in their life, if not multiple times. As such, many people choose to outsource their moving-related tasks to businesses, making a significant investment to relieve their burden.

A New Partnership with Oracle: Enabling Enterprises to Compete and Win in Today’s Customer Centered Economy

Totango

We’re unequivocally focused on building the best possible technology to deliver business results, quickly and easily across large global teams. In today’s Customer Centered Economy, data integration and visualizations are table stakes — operationalizing a universal, company-wide approach to customer centricity is what delivers a competitive advantage to enterprises.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Four Unique Ideas for Improving Contact Center Efficiency

Monet Software

The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time and money).”. Sounds like the goal of every contact center manager. But what is the best way to get there? Here are four ideas that might help. Work Backwards. A contact center will inevitably become more efficient if it doesn’t have to field as many calls every shift.

Harnessing the Power of AI and Machine Learning to Reduce Contact Centre Costs

Connect Managed

The concepts of artificial intelligence and machine learning have been around for some time, but we are just beginning to see their power to transform the way we do business. "AI" AI" Machine Learning

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How BPO Solutions Can Significantly Reduce Your Company’s Stress

Ansafone

Outsourcing your call center operations provides a host of benefits. Including alleviating many of the financial and logistical concerns of running an efficient, effective customer relationship program. Here are four ways that BPO solutions can significantly reduce your company’s stress: Boost Your Staff Support Even with exceptional time management skills, overworked employees rarely have enough … How BPO Solutions Can Significantly Reduce Your Company’s Stress Read More ».

Contact Center Jargon: The Ultimate List of Customer Service Terms That Your Business Needs to Know

Advantage Communications

The customer service world has its own language. Whether its words such as benchmarking or abbreviations such as NPS, these terms can be daunting for any new business owners that don’t have experience in creating customer service strategies.

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.

Benefits of Live Agent Service vs Customer Service Chatbot

ChaseData

Working in customer service today is very different than it was a generation ago. People don’t always want to have long, drawn-out conversations with customer service agents – nor do they have time to.

How to Build a Great Digital Marketing Funnel for B2B

Genroe

The difference between a Digital Marketing Funnel and a Buyer’s Journey You might assume that a digital marketing funnel and a buyer’s journey are the same thing but that would be falling short on a lot that the marketing funnel can achieve for you. Although they have some similarities, it is critical to have both […]. The post How to Build a Great Digital Marketing Funnel for B2B appeared first on Genroe. B2B - Business to Business Inbound Marketing PP: B2B Marketing

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Why is a Quality Assurance Program Good for Customer Service Agents

PlayVox

You work in a call center or customer service department. You spend dozens of hours each week interacting with the general public, dealing with people who may be irritated, rude or flat-out abusive. Customer Experience

Three Contact Center Service Questions That Can Be Answered With Desktop Analytics

Monet Software

For improved insight into every interaction between a contact center agent and a customer, it’s hard to beat desktop analytics (DA). What makes DA unique is not just the capability of turning a spotlight on system, operational, or staff-related issues; it is the system’s ability to provide guidance and improve process automation, so these problems can be solved without scheduling meetings and taking time away from the day-to-day challenges of running a contact center.

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.

January 2019 Call Handling Hero®

A Better Answer

Call Handling Hero® — Pam. Our January Call Handling Hero® Pam handled a difficult and urgent situation with a cool head and resourceful actions. Her caller was a staff doctor's sibling, and the staff doctor worked with one of our clients.

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6 Reasons Why Chatbots are a Good Thing for Your Contact Center

Waterfield Technologies

Contact Centers have always depended on automation – Interactive Voice Response (IVR) is an integral part of a contact center’s day to day operation. That automation is getting even bigger […].

Survey Findings: Drivers and Barriers to Digital Transformation for Modern Contact Centers

LiveVox

The latest LiveVox Contact Center Survey data shows that digital transformation continues to accelerate, making it a top priority for contact centers in 2019.