Tue.Nov 06, 2018

Stop Avoidable Customer Churn With Great Agent Behavior


If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low.

Amazing Business Radio – Christa Heibel


Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down.

Taking Customers Beyond the Honeymoon Phase

bold360 Blog

Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Are you putting in the same level of effort after prospects become customers? It’s at the point of conversion that most companies turn their focus to their next objective: landing another customer. Here’s why that MO is a no-go for your bottom line. You meet someone new — and you put your best foot forward.

Contact Center Supervisor Training – Virtual Boot Camp for Creativity

Call Center Coach

Virtual Boot Camps provide a hands-on and action-based way for contact supervisor training to be more engaging and fun for the learner – and significantly more affordable than any other boot camp method.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Five Tips for Improving Contact Center Management


Contact center management is hard. Very hard, actually. You need to keep up with constantly growing and shifting customer expectations. You manage employees in an industry that has one of the highest turnover rates out there.

More Trending

Contact Center Predictions in Three Sizes

Contact Center Geek

This article originally appeared on ICMI.com. The end of the calendar year often brings with it the inexorable look into the crystal ball. It seems everywhere you look there is someone touting that they know what the future holds.

Support Metrics: A Visual Guide to Measuring Service Speed, Efficiency, and Effectiveness [INFOGRAPHIC]

Relay Blog

What is the single most crucial customer support metric? Well, there’s no definitive answer –. The post Support Metrics: A Visual Guide to Measuring Service Speed, Efficiency, and Effectiveness [INFOGRAPHIC] appeared first on Relay. Support efficiency infographic metrics support

The Power of Service Clairvoyance

Chip Bell

Two weeks ago I visited my long-term friend, Karen, in the Novant Health hospital near Charlotte in critical condition. Mounted on the wall near the couch in her hospital room where my wife and I sat for several hours was a courtesy charging station for cell phones. It had a cord for every conceivable phone on the planet and a shelf to lay your phone while it was being charged.

How Incorporating Core Values Into Your Interview Process Can Be a Competitive Differentiator


A strong foundation of core company values is crucial to building the right culture — and the right team. Anchoring your interview process in your company’s core values attracts the sort of hires who will not only complement your company’s vision, but help you achieve it. thought leadership


To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

?? Amazon Doubles Down on HQ2?

Branch Mesenger

Is Amazon doubling down on HQ2? Monday evening, the New York Times reported that Seattle-based Amazon was nearing a deal to place it's oft-debated "HQ2" in not one city, but two: Crystal City (Virginia) and Long Island City, New York.

HITRUST — 2018 and Beyond

Revation Systems

In today’s fast-paced digital society, innovations in technology are driving the ways that businesses interact with their customers.

?? Amazon Doubles Down on HQ2?

Branch Mesenger

Is Amazon doubling down on HQ2? Monday evening, the New York Times reported that Seattle-based Amazon was nearing a deal to place it's oft-debated "HQ2" in not one city, but two: Crystal City (Virginia) and Long Island City, New York.

Interactions 2019 Welcomes Ashton Kutcher as Keynote Speaker!


Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker!

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Going Mobile to Keep Customers from Going Elsewhere


Has your business undergone the transformation it needs to thrive in an increasingly mobile-driven world? Enacting a bring your own device (BYOD) policy and making your employees accessible anywhere, with any device, is a good start.

Our 3 Core Principles of Data Security

DigitalGenius Blog

DigitalGenius cares deeply about the security of our customer service automation platform , and about your data. We operate a highly secure platform that goes above and beyond all relevant legal, industry, and regulatory concerns

Blockchain has much to offer the CX community, but a realistic timescale is less clear


Earlier this month I read about how Ofcom, the UK telecoms regulator, has received a government grant to examine how blockchain technology could be applied to improve the way that our phone numbers are managed.

Marketing Strategies for Contact Centers


Request Demo Talk to a Specialist Contact Us The digital age has transformed the way businesses view their marketing strategies. Although inbound marketing continues to grow in popularity, outbound campaigns remain an effective sales tactic used by many businesses around the world. In this post, we share our top tips for running successful outbound calling campaigns to help drive revenue… The post Marketing Strategies for Contact Centers appeared first on AVOXI. Contact Center Other

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.

How Will People Contact Companies Next Year? Beware Cohort Behavior Studies


Everyone involved in customer service wants to understand consumer channel preference. Otherwise, how can you allocate resources between phone, email, chat, SMS messaging and social channels? So, we’re all involved in a little anthropology project.

Webinar: Advanced AI Tools for Customer Support With Lily Ryzebol of IBM

B2B Customer Service Blog - TeamSupport

Starting this month, we're excited to launch our new webinar series in conjunction with the Association of Support Professionals (ASP). These won't be your standard, boring webinars!

12 Etech Character Commitments – An In-Depth Look 6-12

Etech GS

No matter what technological advances may bring, a company’s employees remain the essential component of its success. At Etech, the following character commitments promote an employee-focused servant leadership approach. Adaptability.

Poor documentation is risky business for financial advisors


What is poor documentation? In general terms, it’s anything that prevents the clear presentation of information. It lacks clarity, accuracy or the specificity required to deliver data in either written or electronic form.


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.

How to Improve ASA with Callback


Improving ASA (average speed to answer) can have many positive impacts on your call center, and one method of improvement is through a callback system. ASA has a direct correlation to important call center metrics such as call abandonment rate, efficiency and customer satisfaction. By decreasing ASA, call centers can improve these metrics and create a better overall customer experience. ASA Definition and How It’s Calculated.

Why Enthusiasm is Worthless and Commitment is Everything

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. Okay, excuse the clickbait title. I imagine some readers are indignant.

5 Ways to Enhance Your Customer Experience with a Knowledge Base

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Swaathishree Sridhar with Freshdesk. Creating a memorable customer experience (CX) is not every brand’s cup of tea. Only a few brands ensure great customer experience throughout the customer journey.

Building Letterbox Marketing campaigns for ROI


Don't miss out on the opportunity to use popular and compelling Letterbox Marketing due to a misinformed assumption that you can't prove the ROI of the channel

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.