Mon.Jul 15, 2019

5 Top Customer Service Articles for the Week of July 15, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Why B2B Customer Experience Programs Fail by Sarah Frazier. CustomerGauge) The days of B2B companies trying to differentiate themselves through services and products alone are gone.

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Simple Guidance for Designing Your Quality Monitoring Program (8 Steps)

Myra Golden Media

Are you designing or redesigning a Quality Monitoring Program for your organization right now?

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Robocall Prevention Services: What’s Good and What’s Not


Are you noticing?an an increase in incomplete caller connections???Have Have you seen?an an unusual uptick in network /system?information information tones from carriers for previously verified consumer phone numbers?? You may be experiencing the symptoms of?new?types?of?carrier types?of?carrier

Artificial Intelligence in Customer Care: What, Why, and How

Noble Systems

Digital transformation is one of the hottest topics among CIOs of companies that have mandated improving the customer experience as their top priority. Slight improvements are no longer good enough.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Intelligent Automation, Mobile, and Customer Support for Millennials and Generation Z


UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.

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More Trending

4 Metrics to Consider When Building a Business Case for Unified Communications Transformation

Connect Managed

There is no doubt that Unified Communications (UC) make a workplace more convenient for its employees. UC platforms such as Microsoft Teams and Cisco Webex Teams make remote collaborative working much easier and faster.

EM360 Podcast: Extending the (Cloud) Value Proposition Beyond the Contact Center


I recently had the pleasure of joining a podcast with Jon Arnold , Principal at J Arnold & Associates, on the topic of Extending the (Cloud) Value Proposition Beyond the Contact Center. . Here’s a recap of our discussion.

Facilite la Vida de su Fuerza de Trabajo


Desde los inicios de la humanidad, las personas han estado en una búsqueda constante de opciones para hacerse la vida más fácil.? Instintivamente , hemos buscado formas de realizar nuestras tareas diarias de una forma mejor y más eficiente que el día anterior.?

Coaching Sessions: What Comes After and Gauging Their Effect


The coaching process doesn’t end with the session itself. A good team leader (typically responsible for conducting coaching , though this may differ in your own business) should take an active role in cultivating an employee’s development. HR Management for CX CX Culture

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Torne a vida de toda a sua força de trabalho mais fácil


D esde os primórdios da humanidade, as pessoas têm se empenhado na busca convincente de tornar a vida mais fácil para si mesmas. Buscamos instintivamente formas de realizar nossas tarefas diárias de maneira s melhor es e mais eficiente s do que no dia anterior.

The Power of Classroom Learning

Horizon CX

Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing.

Meet the CallSource Team: An Interview With Tabitha Salazar-Paz

CallSource Insights

Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Tabitha Salazar. Title: Client Support Specialist. When did you start working for CS? August 2017. What position did you start in? Client Support. What is your current position? Client Support.

Using AI to Reduce Agent Effort and Increase Service Personalization in Your Contact Center


Agent efficiency and service personalization go hand-in-hand. After all, an organization can’t successfully connect with customers if it doesn’t assist those responsible for making the connections. Research suggests the current state of the agent experience is…well, dim.

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.

7 Steps to CSR happiness


Employee attrition can contribute to increased operating costs. Tommy Palomäki at Teleopti explains why it pays to focus on CSR’s (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff.

Join Us This Summer for WebinarStock!


This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics.

Why Social Customer Care Important To Retain Loyalty?

Dialer 360

Social customer service is the performance of providing customer support through social media channels. Call center team can easily train to support the customer with the social circuit. Specialized workflow, training software read available to them resolve customer issues efficiently.

4 Reasons Why Your Brand Should Create a Customer Journey Map


Making your customers happy begins with taking their point of view. During their interactions with your brand, there may be times when your service falls short of their expectations. To identify these moments, it’s essential to create a customer journey map. These maps allow brands to gain a visual understanding of the entire customer experience, anticipate problems that may arrive at each step, and ultimately find solutions proactively.

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.

The Unconventional Ways to Enhance Customer Satisfaction Score

Dialer 360

A board term which describes several different categories of customer. A survey of customer service satisfaction. The object of any score is to handle the customer standards with your industry. A service or communication is the level of your product and service.

Attitudes and Behaviors That Adhere to Customer Expectations

Dialer 360

Customer gratification reflects the expectations and experience that customer with a product or service. As customer expectation demonstrates both past & current product evaluation and user experiences. Think about any major purchases you’ve made recently. Did you research your purchase?

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