Fri.Feb 08, 2019

Smarter Approaches for Hiring Call Center Staff


If you’re like most owners and operators of call centers around the world, you hate the hiring process.

Why Sentiment Analysis Matters to B2B Customer Service


Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently.

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Why Call Recording matters to your contact center


The increased range of communications devices – mobiles, home landlines, VoIP phones for example - means that contact centers today need to consider widening the types of calls that they record

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Guest Blog: Improving Customer Experience Using Employee Feedback Data


This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken.

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.

How Successful Retailers Win in Endless Disruption

Beyond Philosophy

Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. <!–more–> <!–more–>

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14 best customer service tools for a small business in 2019


If you have a small business, your perfect customer service tool is somewhere in the borderland between functionality and pricing. With that in mind, we compared 14 different customer service tools.

How working from home changed the way I help others


Lifelong advocate helps callers and community from home. Sharon Meeks DuBouse brings decades of experience to her work as a customer agent for Liveops.

Experiential Branding Matters Because “She” is the Influencer

ProProfs Blog

Do you remember the first time you fell in love? I remember the first time I fell in love. I was 15 years old and was head over heels for my hockey player boyfriend.

14 best ?ustomer service tools for a small business in 2019


To be completely honest, customer service is such a wide notion that it’s quite difficult to see which tools count as customer service tools and which don’t. I mean I asked out customer success manager [ … ]. The post 14 best ?ustomer

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.

Do You Know Your Virtual Meeting Etiquette?


Offices today are relying more and more on the latest communication and collaboration technology. This basically means that employees have to be more conscious of how they conduct themselves when coordinating with team members via chat or corresponding via email.

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New Data Shows What Customers Hate When Calling Businesses

CSM Magazine

Clutch have surveyed 501 people who called a business more than three times in the past six months to learn what they expect from telephone customer service.

Press Release: Taylor Reach Group Selected to Optimize Vision Care Leader

Taylor Reach Group

The Taylor Reach Group, Inc., a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a worldwide leader in personal vision care.

European Union’s GDPR – What It Means For Your Business


As most of you have already heard, the European Union's primary personal data law, the Data Protection Directive 95/46/ec was replaced by the General Data Protection Regulation (GDPR) in May 2018. With some considering it to be the biggest and most important change in data privacy in the past 20 years. In this article, we discuss these changes… The post European Union’s GDPR – What It Means For Your Business appeared first on AVOXI. Other

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

2019 Customer Success Themed Grammy Playlist


In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. We hope you enjoy!

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Why Call Recording matters to your contact center


The increased range of communications devices – mobiles, home landlines, VoIP phones for example - means that contact centers today need to consider widening the types of calls that they record. This may be for legal or regulatory requirements, but there are other reasons to do so.

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How to Develop a Quick Start Guide That Prevents Calls and Emails


To help customers get up to speed with a product or service, companies offer many types of documentation: user manuals, video tutorials, in-product help, even good old FAQs. Because customers need heaps of help when they’re just starting to use the thing you’ve sold them. Support teams do a lot handholding for new customers, taking more calls and responding to more emails at this point in their relationship than they will as time goes by.

Stay connected – treffen wir uns der CCW 2019 in Berlin?


Unter dem Motto „Stay connected“ dreht sich vom 19. bis zum 21. Februar im Berliner Estrel Congress Center wieder alles um den innovativen Kundendialog. Da sind wir natürlich dabei! Sie finden Aspect an vertrauter Stelle in Halle 1, Stand A11.

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 to Use Your CRM to Optimize Influencer Marketing


Social media marketing looks little like it did just a few short years ago. The primary power behind this seismic shift? Influencers. These social media geniuses use their natural charm and relatability to build connections with thousands or even millions of followers. Initially centred around fashion and fitness, influencer marketing now involves every niche imaginable. They’re taking over in accounting, health care, and even construction.

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Why Do the Most Innovative Brands Choose Bright Pattern?

Bright Pattern

Over the years, Bright Pattern has attracted customers of all types in every industry imaginable. When we look at our customers, they all have one thing in common: They are all trying to innovate their customer experience and revolutionize what customer experience means in their industry.

Sales Management Powered by Data Analytics


Sales management has always been a matter of analyzing data, analyzing human performance and deriving from those two activities a … Continue reading "Sales Management Powered by Data Analytics". The post Sales Management Powered by Data Analytics appeared first on Cincom Blog.

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Jason W. (Handyman Connection - San Marcos)

Call Experts

Testimonial Text: You guys are a life saver, especially as I am getting started and learning all of the other ins and outs of the business! Testimonial Icon: Display Name: Handyman Connection (San Marcos). Company URL: [link


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.

The Buck Stops Here: How to De-escalate Angry Customers and Control Conversations

Myra Golden Media

I’ve learned the most potent de-escalation tactics known from the martial art Aikido, trial lawyers, law enforcement, a former FBI hostage negotiator, and the greatest escalation agents in customer service. And on Friday, March 1st I’m hosting my refashioned De-escalation Training in a webinar.

Q&A With ON24’s Tiffany Beddow: How To Get Better Product Feedback From Your Customers, Faster


Figuring out how to get quality product feedback from your customers quickly can be a big challenge for product teams. And yet, your success as a software product depends on it. The truth is, your customers are busy professionals who need a good reason to spend their valuable time filling out a customer survey or. The post Q&A With ON24’s Tiffany Beddow: How To Get Better Product Feedback From Your Customers, Faster appeared first on Influitive.