Mon.Aug 19, 2019

What Coaching Results Trends Say About Your Customer Service Team


A solid coaching strategy helps your customer service team perform at its best — and that’s fundamental for any successful business. HR Management for CX CX Culture

What is Time Based Answering Service Pricing?

Ambs Call Center

Modern telephone answering services charge by the minute. It's the most fair and accurate way to account for the work they do for you. In the answering service industry, this is known as work time. Think of them as your staff on demand where you are only paying someone when they are actually working.

The Hybrid Cloud for Contact Centers


Digital transformation creates a bright future for progressive companies moving to cloud contact centers. Cloud contact center is not the future, it’s now, it’s here to stay and it’s the best first step in the digital transformation journey.

5 Top Customer Service Articles for the Week of August 19, 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. Which is Your CX Priority: Satisfied Customers or Profit?

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.

Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data


Another day, another enterprise giant being forced to admit that sensitive customer data may have been improperly monitored or used without consent. In this latest instance, it was a case of outside contractors listening to user recordings without their knowledge.

More Trending

Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on

4 Lessons from AI Proof of Concept Failures in Customer Service


Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots.

Never Miss on a Customer with Call Center Dashboards and Monitoring Tools


Businesses need a straightforward metrics-driven framework to run effectively. Clarity on what is happening on the floor and what actionable are pending to be taken helps create a productive plan of action.

Infographic: The power of personalization and Gen Z

TELUS International

CX Best Practices

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how.

Overcoming the Speed-Quality Tradeoff in Your Migration to Amazon Connect


In my last blog post , I focused on how Cyara Accelerator helps companies accelerate their migration to Amazon Connect by automatically documenting existing IVR applications, and automatically generating call flows in Amazon Connect.

Attention Small Businesses: Don’t Frontload Your Sick Time!


I got a chuckle out of seeing Vermont’s definition of a “large” employer for purposes of their new sick leave law – a company with six or more employees. I suppose in Vermont chihuahuas are large dogs, Smart cars are large automobiles, and a family with an only child becomes a large family.

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.

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.

Kenya – The New Call Center Capital?


With Harambee (“Let us all pull together”) as its motto, Kenya has seen significant changes in the past decade or so which has been the driving force for its economic, social development and sustained growth. The African enterprises have not been left untouched from these reforms. Digitization and digital initiatives have become a priority of … Kenya – The New Call Center Capital? Read More » The post Kenya – The New Call Center Capital? appeared first on Ameyo.

3 Drivers of Content Creation that Improve Your DX


As you sharpen your focus on adopting new technologies with the promise of reaching more customers, the basic customer communications management (CCM) principles remain the same: the content you create as a business entity needs to speak directly and meaningfully to your customers.

Counter-Intuitive Leadership Tips

Andrew Mcfarland

Recently, I’ve been reflecting on how leaders act when faced with stressful situations. The natural reaction of a strong leader is to take charge, bounding from problem to problem offering expertise, opinions, and action items. Counter-intuitively, the exact opposite is.

Answering Service Pricing: How to Compare Apples and Oranges

Ambs Call Center

The telephone answering service industry does a great job at confusing the heck out of you when it comes to answering service pricing. You think a minute is really a just a minute? It would make sense that a call is just a call too, right? Not even close. How Answering Services Work

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.

The Bank Executive’s Agenda: Differentiating Their Bank in a “Me-Too” Marketplace

Integrity Solutions

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. Part 1 in a new blog series. By Donna Horrigan.

I’m Sorry, We’re a Little Short-Handed Today

Steve DiGioia

never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story.

Nearshore Outsourcing Spotlight: Jamaica

Outsource Consultants

Savvy business leaders trust outsourcing to offer competitive operational costs while maintaining customer-centric service. . That’s why – more and more – businesses look to Caribbean BPO locations for the best of both worlds. Jamaica is no exception.

CallSource to Reveal New Own-Set-Closesm Phrases & Skills to Sell More Cars at Digital Dealer 2019

CallSource Insights

CallSource, the provider of insightful data and actionable analytics, now provides in-dealership & phone coaching so you can set more appointments and sell more cars. Westlake Village, CA – August 19, 2019. CallSource, the inventor of call tracking and a leader in providing actionable solutions to the automotive industry, is pleased to announce the launch of Own-Set-Close Automotive Phrases & Skills Coaching.

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.

Securing the Future of High Street Retail

CSM Magazine

Week in, week out it seems we read about another retailer that has bitten the dust. High streets are becoming emptier – with 10% of shops empty, and even major stores like Debenhams, Marks and Spencer and House of Fraser closing locations, can UK high streets survive?

Making A Difference on the Front Lines: Military and First Responders Family Story Project by The Voice Library


Smell may be the sense tied closest to memory, but the sound of a loved one’s voice can’t be too far behind it. For those that work in high pressure and/or dangerous jobs, hearing the right thing at the right time can make all the difference in the world. The Voice Library provides a way. Read More.


DMG in the Wall Street Journal


DMG in the Wall Street Journal. View this document on the publisher’s website. DMG in the News


Are You Meeting & Exceeding Customer Expectations?

Teresa Allen

​My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today's article focuses on Step ONE. Evaluate what your organization needs to do to implement these important steps moving toward 2020: 1. Meet & Exceed Customer Expectations 2.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

6 Tips for an Excellent Live Chat Experience


For immediate assistance, live chat remains a preferred customer channel. According to Customer Think, 92% of customers are satisfied using live chat as compared to other communication channels.

eBook: Business Messaging Best Practices


Share This Story. Business SMS/text messaging is the fast, convenient, and preferred way for customers to engage with you. According to research, “mobile messaging the communications channel with the highest anticipated growth.”

Customer Success’s Financial Foundation – Part II


Tom Lipscomb shares his insights on the financial foundation and evolution of Customer Success. Customer Success Churn Customer Emotion Customer Retention expansion Retention