Mon.Jul 15, 2019

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?

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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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

Guest Post by InProd: Empowering Business Users to Easily Make IVR Changes


Business users want an efficient and trouble-free way to make changes to IVRs. InProd and New Zealand’s Ministry of Social Development (MSD) have developed a new feature as part of the InProd product, that gives business users what they want.

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.

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.

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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

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.

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.

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.?

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.

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.

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.

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.

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.

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.

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.

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.

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.

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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