Wed.Dec 05, 2018

The Calculation and Application of Agent Utilization


When you work in the field of call-based marketing or service, you undoubtedly hear the words “agent utilization” tossed around by management. What does this term mean? Why is it important, and what can be done to improve it?

5 Best Practices on how to implement a Knowledge Base


Implementing a Knowledge Base in your organization can be a time-consuming process. Many companies avoid implementing a Knowledge Base because they have had a negative experience with their homegrown solutions or former knowledge initiatives. That's wrong. Knowledge Management

Please Don’t Shoot the Messenger!

Contact Center Pipeline

The origin of the phrase “don’t shoot the messenger” comes from ancient times when the only option for communication during wars between kingdoms was the use of human envoys. When one side or the other sought to initiate a negotiation it sent a “messenger.”

What Causes Friction


In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

2 Things I Learned About Personal Connection From 3 Nurse Technicians

Myra Golden Media

When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere.

More Trending

Talkdesk Leads with Highest Rating on Salesforce AppExchange for CCaaS Solutions


Salesforce is an invaluable part of the business infrastructure of many companies. At Talkdesk, we recognize that your contact center solution needs to have a deep integration with Salesforce to help maximize the efficiency of your team. SICOM’s prior contact center solution lacked basic enterprise features, such as IVR and advanced reporting, which hindered their agents’ ability to quickly and effectively serve customers.

Three Factors Manufacturing Operations Should Consider When Choosing a Translation and Localization Provider


Manufacturing and selling in today’s market is often an international endeavor.

Contact Centre Predictions 2019

Enghouse Interactive

2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype.

A Positive Customer Experience by Tailoring Communications

CSM Magazine

Konstantin Selgitski, Chief Marketing Officer at Apifonica explores how to make it easier for customers to get what they want, when they want and to ensure a positive customer experience. By 2028, recent research forecasts that 70-80% of online purchases will be made using mobile devices.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

CX Myth #5: Wow Customers During Every Interaction

Customer Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.

33 Tips For Training Call Center Agents [Free Ebook]


Get the whole thing for later reading. This is a one long and meaty post. If you’d like to download the whole thing for later reading grab it right here! Email address. *By By entering your email you agree to receive electronic communications from CrazyCall. Everyone wants to provide the best customer service. Happy customer = a successful business. Easy as that. But how to keep your customer service at a top level? The best thing you can do is to train your agents.

The importance of trust to customer experience in 2019


Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Published on: December 05, 2018.

How does Contact Center Quality Assurance Improve With Speech Analytics?

Etech GS

At the point when customers achieve your contact focus, they need a situation that addresses their issues, settle their worries, and builds up the trust required for a proceeded with association you’re your organization.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Six Challenges You Need To Conquer To Effectively Deliver Automated Customer Care


In my day-to-day work partnering with leading brands and retailers to solve customer challenges, I’ve often heard the statement, “We are behind.”

How Help Desk Software Increases Your Customer Support ROI

Help Scout

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. What impact will it actually have on bringing in revenue? Will it truly decrease the cost of doing business?

Webinar: Developing Your Own Advanced AI Tools for Support With Tableau

B2B Customer Service Blog - TeamSupport

We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP). These aren't be your standard, boring webinars!

The 3-Part Roadmap to Leading the Team You Inherit


Congratulations! You scored a promotion to lead a team in your company’s contact center! But as exciting as it is, you’re probably filled with at least a few jitters, right? Don’t worry. You’re not the first, and certainly not the. Read More.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

1 Year After Bankruptcy, Strong Signals from Avaya


It’s been a big year for Avaya, probably the most important 12-month period in the company’s long, storied existence. In January, Avaya emerged from bankruptcy with a newly listed stock (NYSE: AVYA); a balance sheet much lower in debt; a new management team; and a renewed focus.

When It's Time to Call in the Big Guns When Outsourcing Technology

City Communications

It's easy, in this day and age, to go at it alone when implementing new communications technology in your business. But the landscape is filled with companies shouting about how they all have the greatest solution to every challenge.

How a Global Fortune 500 Energy Company Consistently Delivers World-Class Customer Experience

Connect Managed

Today's customer wants to be treated like a person, not a number. But d elivering seamless customer experience (CX) at scale typically presents a significant challenge for global corporate enterprises. Multiple teams serving different business areas often bring consistency into question, which suites of disparate tools and processes only complicate. Business leaders keen to drive customer retention and increase advocacy must look to bring all their teams and CX technologies into alignment.

Why a Cloud Phone System Is Best for Your Contact Center

City Communications

As your business grows, you are likely to encounter a point where it’s necessary to upgrade your communications technology. A contact center with 100 agents needs a different set of features and infrastructure than one with 1,000 or more agents.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

A 3x Growth Rate in Jamaica – How Does Alorica Do it?


During the last three years, Jamaica has emerged as the fastest-growing BPO country in the Americas. This rise didn’t happen by accident.

What’s Cooking at Kommunicate? – Release Notes, November 2018


For previous versions of Release Notes, head here. The holiday season is upon us, so we decided to gift wrap some cool features, performance improvements, and bug fixes and send it your way ?? Don’t forget to send us Christmas cards) Let’s dive straight into Kommunicate’s release notes for the month of November. Kommunicate Web [.]. The post What’s Cooking at Kommunicate? – Release Notes, November 2018 appeared first on Kommunicate Blog. Release Notes


Putting the Customer into Customer Experience

CX Journey

Image courtesy of Shep Hyken/ABR Let's put the "customer" into customer experience. What does that mean? If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the customer experience.

Welcome, Clock Four!

Hero Digital

2018 has been an exciting year at Hero Digital as we continue to see clients accelerating their growth by investing in customer experience (CX). The market demand for CX services has been substantial, and we’re beyond thrilled to announce some big news as we enter into the new year.

B2B 16

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.