Tue.Jan 14, 2020

5 Actions Managers Need To Take When Customer Service Teams Are Busy


People are the secret to the success of any great customer service and support operation. Whether your team exclusively handles inbound calls or operates using Live Chat, the work and its challenges are the same all over the world. And the world over, call centers have busy periods.

Report: New Hires Lack Customer Service Training

Toister Performance Solutions

My orientation lasted 15 minutes. I was a teenager, and this was my first day on my first job. It was a retail clothing store and I had miraculously been hired despite having no experience.

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Power to the People: 5 Ways to Elevate the Agent Experience

Contact Center Pipeline

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.

Call Center Automation Depends on Collaborative AI


The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020.

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.

Amazing Business Radio: Matt Gillin


Simple is Transformative in the Customer Experience. Revolutionizing Communication So It’s Personalized, Secure, and Effortless. Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX).

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Top 20 Customer Service Blogs You Have to Read in 2020


Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today.

Customer Success: Roles Within a B2B Enterprise


When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company.

Forward Calls to Your Cell Phone on VirtualPBX Minute Plans


One of the prominent reasons we created our new VirtualPBX Minute Plans is to give you an affordable way to forward calls to your cell phone. Minute plans start at only $9.99

ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data


ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data . New feature mitigates churn risk by flagging customer job changes. .

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.

Invest in Post-Purchase Customer Experience to Drive CX Impact


Here’s the truth: the opportunity to create a customer for life comes after that customer’s first purchase.

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The 2020 Guide for CX Goal Getters

NICE inContact

2020 holds massive potential for planning and achieving your CX goals! Because we have access to tremendous insight on what customers are looking for in service and brand experience in the coming year.

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7 Pivotal Contact Center Trends for 2020

Transparent BPO

Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future.

Why You Need Ansafone to Scale


Consumer behavior demands that businesses stay competitive and agile, which is why many of them use BPO companies to scale. BPO can make daily processes faster and more efficient and allows the employees to focus on other activities.

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The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Uncovering Cloud Options for Your Organization

NICE inContact

Since 2006, cloud computing has expanded and advanced in incredible ways. While cloud computing is a staple in numerous organizations, less than half of contact centers have any form of investment in cloud technology. But, we see the rate of cloud adoption in contact centers rising every year now.

Totango Announces Dynamic Assignment


At Totango we strive to deliver cutting-edge approaches to the challenges facing the Customer Success industry. Today we are thrilled to announce our latest innovation, Totango Dynamic Assignment.

3 steps to building an engaged brand community


In this guest post from G2 they highlight why brand communities should be central to your business strategy and offer-up the 3 best ways to build a thriving brand community. User communities


Working Solutions Ranked #5 on FlexJobs Top Companies with Remote Jobs for 2020

Working Solutions

For the sixth consecutive year, Working Solutions is proud to be among FlexJobs’ 100 Top Companies with Remote Jobs. And, just as we did in 2019, we ranked #5 this year, reaffirming our industry position. Our company, in fact, has made the Top 10 for the past five lists. Through an analysis of the remote […]. Call Center Outsourcing on demand contact center news

Your Complete Customer Engagement Handbook

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

What Are You Worth (To A Hacker)?


We hear about major breaches taking place seemingly every day and in reality, new breaches are happening every minute—but what is it all worth? What are you worth to a hacker, and is it worth their effort? The answer to the latter question is an undeniable “Yes.”


2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know


It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. It was a shift backed by data—lots of it.

The Importance of Customer Experience Within the Growing Conversational Economy


As companies move to compete on customer experience as a strategic imperative, it has become a top priority for a large percentage of enterprises. We see customer experience as the next revenue battleground.

Vote for Language I/O Founders to Share Their Story

Language I/O


How to Create an Exceptional Customer Experience

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

The Conversational Economy | Your Questions Answered


What do we mean by the conversational economy? This is an economy driven by interaction.

How Can I Best Provide Multilingual Customer Support for My Customers?

Language I/O

20 Ways To Create An Amazing Customer Experience In 2020


Shep talks about the various ways to deliver outstanding Customer Experiences in 2020. Customer Success Customers Onboarding saas value realization

Utilizing Local Presence to Boost Your Outbound Sales


When your phone rings, how likely are you to pick up if the number you see is an unfamiliar one? If you’re like most people, that likelihood is low - but it is much higher if that unknown number starts with a local area code.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

SWIFT in Singapore: “What is Service?”

Up Your Service

Transcript of “What is Service?”, ”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. We are in The Financial Services Industry. All of your organizations, your businesses, you serve somebody.

How to Get the Most Bang Out of Your Customer Service Dollar: 4 Call Center Improvements That’ll Make Your Customers (and Budget) Happy


Every day you and your agents tackle the biggest problems your customers face. It can feel overwhelming to hear problem after problem. On top of this, you’re confronted with KPIs and metrics your team has to meet.

The 5 Things Inbound Call Center Agents Should Be Doing

Global Response

Customer service agents do not usually get the best reputation – especially those answering inbound calls. Call center agents spend the majority of their time putting out fires from unhappy customers whether more. The post The 5 Things Inbound Call Center Agents Should Be Doing appeared first on Global Response. Best Practices