Tue.Mar 12, 2019

How to improve client relationships


There's nothing more important for a business that to establish nice friendly relationships with your clients. Check out this short guide to know what you need for this. The post How to improve client relationships appeared first on HelpCrunch blog. Customer service Sales & Marketing

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How Agent Empowerment Impacts Your Customer Service Experience


There’s a disconnect in customer service. People are responsible for providing incredible service. Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. Creating positive experiences for your customers. Read More.

Ready for Spring? Get Prepared with Our Quick Contact Center Assessment

Working Solutions

Spring is almost here, and summer’s following fast on its heels. For some businesses, that means the most hectic times of the year are upon us. And even for those whose busy season doesn’t kick off until autumn, it’s never a bad time to gauge customer service performance—and this quick contact center assessment can help […]. Call Center Outsourcing contact center assessment

What is Live Chat & How does it work?

ProProfs Blog

Imagine this: You own a clothing store that’s known for selling unique designs. Your customers love these designs and keep coming back for more.

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.

Amazing Business Radio: Todd Hopkins


Core Values and Company Culture. Culture, Commitment, and Taking Care of Customers. Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business.

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Warm Calling Confusion


Close your eyes and try to imagine the below scene: You notice your phone beeping. Unknown number. You hesitate but decide to pick it up. Unknown caller. He tries to sell you his amazing product. What are your thoughts at this point? Oh, that’s amazing you called me! Or rather.

Should My Team Have a Customer Service Vision?

Toister Performance Solutions

Customer service leaders often ask me whether they should create a customer service vision for their team—one that's separate from an organization-wide vision. A customer service vision is a shared definition of outstanding customer service that gets everyone on the same page.

How to Scale Your Customer Experience Efforts as Your Business Grows

Satrix Solutions

In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on.

The Case for Human Translators in 2019


The following is a guest post coauthored by Voiance Translation and Localization Consultant Alejandro Sanchez de Los Reyes: Translation and Localization Translation Methods and Tools Translator qualifications

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.

15 Tips On How To Send NPS Email Surveys You Can Implement Right Away


Do you send Net Promoter Score surveys by email? Check out the best tips on NPS email surveying and improve your overall NPS ratings. Feed generated with FetchRSS

Basements, Not Garages: A Midwest Story of Innovation

Revation Systems

We’ve all heard the classic Silicon Valley story of innovation: Once upon a time (before the dot-com slump), young entrepreneurs sitting in their garage had a brilliant idea to change the world with technology. But, this is not that story.

Alpha Corp


Alpha Corp is one of India’s leading real estate company whose value-driven and customer-centric approach is only matched by the transparent systems and processes adhering to the highest standards of accountability. How we helped?

Basements, Not Garages: A Midwest Story of Innovation

Revation Systems

We’ve all heard the classic Silicon Valley story of innovation: Once upon a time (before the dot-com slump), young entrepreneurs sitting in their garage had a brilliant idea to change the world with technology. But, this is not that story.

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.

New Integration with Google Cloud Contact Center AI


Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Center AI? This integration makes solutions powered with artificial intelligence accessible to any company with 8x8’s Contact Center, without having to invest in a home-grown artificial intelligence program.

Setting new standards for success – 5 steps for redefining KPIs


Measuring all-round performance should be a continual process. In Teleopti’s second blog on the subject of change, Patrik Vesterberg outlines a five-step methodology for defining metrics that add real business value.

How Trader Joe’s Makes Customer Experience its Competitive Advantage


After graduating from university, I spent a sun-soaked 18 months living in Southern California. Having moved from Ireland, my family and friends back home were interested to hear what I liked and disliked about my new life “state side.”

How American Homes 4 Rent Is Using CXone to Retain and Engage its Best Agents


Staffing and empowering a top-notch customer service team is critical, especially when you’re in the business of putting roofs over people’s heads. With more than 52,000 houses in 22 states, American Homes 4 Rent is the leader in the single-family rental homes industry. Behind their success is an unwavering customer commitment to provide professionally managed properties that meet a rigorous standard of quality.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Top 3 Ways Video Helps HR Improve Flexibility


Flexibility has become an integral part of Human Resources, or Human Capital Management (HCM). You must have flexible recruiting and hiring strategies that embrace traditional W2 employees and on-demand workers, while also offering flexible work options to attract and retain top talent.

The doom and gloom of a chatbot’s future


This is going to sound ironic coming from a “chatbot” vendor, but get ready for a chatbot backlash in 2019. Yes, you heard correctly.

SIP Trunking Pricing Comparisons (2019)


Many businesses use SIP trunking service to reduce communication costs. However, finding the best SIP trunk pricing can be tough. For a proper SIP trunk cost comparison, you'll need to consider your monthly cost per SIP channel, outbound call rates, add-on features, setup fees and more. We want you to find the best SIP trunk pricing possible.… … The post SIP Trunking Pricing Comparisons (2019) appeared first on AVOXI.


Improve Experience at a Reduced Cost – Move to Cloud


The modern contact centre is evolving. Studies show that the “best-in-class” are optimizing their services and data flows to empower their contact centre agents with relevant information and proactively manage their customer journeys. How do they do it? Many companies are looking to the cloud to get them there. Today, almost one in two contact centres are currently deployed in the cloud. While adoption is undeniably on the rise, it is important to understand that not all are the same.

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.

Top Trends Affecting Contact Centers and the Customer Experience They Deliver

Taylor Reach Group

By Colin Taylor. The month of March is now upon us and the predictions and prognostications for the new year are pretty well behind us. But before we bid adieux to the pundits’ predictions and Top 10 lists, I will add my voice to the collective noise.

How to Ace Self-service support with a Helpdesk Software


Are you still in two-minds about whether your business really needs self-service support since you already cater to most of the channels such as an email, voice and even social media to some extent? Well, the answer is simple – Yes and for good reason. Self-service usage increased from 67% in 2012 to 76% in […]. The post How to Ace Self-service support with a Helpdesk Software appeared first on Ameyo.

Do You Need a “Billy Joel?”

Chip Bell

It was Tuesday afternoon around 5:30pm. The lobby lounge was super animated. The large Orlando convention hotel’s afternoon “watering hole” was abuzz with people engaged in upbeat conversation and jovial laughter. For a weekday, it clearly seemed the place to be. A grand piano was playing in the corner and the brandy sniffer on top was filled with dollar bills as the jovial piano man took requests and engaged in light banter as he tickled the ivories. The wait staff was busy delivering drinks.

Competing when you are the underdog brand



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.

A Special Offer for Our 10th Anniversary: Celebrate with Us!

Contact Center Pipeline

March marks our 10th Anniversary of publishing Contact Center Pipeline, and we are celebrating! Start or Renew a Subscription this month… at no charge! AND… refer three colleagues, and you’ll be entered in a drawing to win a $50 Visa gift card. (We We will be drawing 10 winners!)

How Guru Uses Guru for HR Knowledge Management


Guru’s value is well-known among customer-facing teams (like sales, customer success, and support) for surfacing knowledge in real-time, but access to verified knowledge when and where you need it is useful for every team — external-facing or not.

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Amazon needs no introduction. Till date, it is not only the world’s largest and most recognized e-commerce marketplace operating in 16 countries and 10 different languages but is also one of the largest internet companies by revenue across the globe. How we helped?