Mon.Aug 19, 2019

What Coaching Results Trends Say About Your Customer Service Team

PlayVox

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.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The Hybrid Cloud for Contact Centers

Talkdesk

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

ShepHyken

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?

Your Complete Customer Engagement Handbook

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

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

Callminer

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 occasion.so

4 Lessons from AI Proof of Concept Failures in Customer Service

TechSee

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.

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.

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

Ameyo

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.

How to Create an Exceptional Customer Experience

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

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

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.

Sales 68

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.

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.

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.

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

Cyara

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.

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.

Kenya – The New Call Center Capital?

Ameyo

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

Topdown

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.

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.

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.

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

Pipkins

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.

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.

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.

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

plumvoice

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.

52

DMG in the Wall Street Journal

DMG Consulting

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

48

6 Tips for an Excellent Live Chat Experience

VocalCom

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.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

eBook: Business Messaging Best Practices

Quiq

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

Strikedeck

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

CallSource to Reveal New Own-Set-Close? 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.