Fri.Nov 30, 2018

The Ultimate Playbook for Live Chat Customer Service


Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over.

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals


This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken.

Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding.

5 Things You Never Knew About Building Rapport with Customers

Myra Golden Media

Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection.

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.

Understanding Customer’s Mental Budgets

Beyond Philosophy

Customers tend to partition money and resources into different categories and this affects their spending patterns. What are the implications of this for you? How can you use this to take your customer experience to the next level? Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Understanding Customer’s Mental Budgets appeared first on. Podcast

Behind the Scenes with Our Customer Service eLearning

Myra Golden Media

This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.” ” People often ask me how we put together our tailored online training for clients. So, I decided to take you behind the scenes.

More Trending

Three Lesser-Known Variables That Can Impact Forecasting Data

Monet Software

Great forecasts are the result of many factors: collaboration with your marketing and sales teams, consistent agent performance that makes it easier to anticipate staffing requirements, and a workforce management solution that delivers precise results. But it all begins with data.

4 Traits of the Best Customer Service Employees

B2B Customer Service Blog - TeamSupport

It usually requires a special kind of person to succeed in customer service. These individuals are in constant contact with customers, which makes them symbols of how a business performs. Good customer service employees are eager to help; bad ones are eager for the day to be over.

Five Ways Performance Management Data Contributes To A Better Contact Center

Monet Software

The frustrating thing about performance management (PM) is it’s never going to be perfect. Of course, that’s not uncommon in business.

What Should a Business Look for in a Help Desk Solution?


It happens to every business. At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

A Seasonal Approach to Shrinkage

Monet Software

Shrinkage is the time (or percentage of time) agents are not productive due to breaks, meetings, training, vacation, illness, absenteeism, etc. It’s something to be avoided as much as possible, obviously.

5 Ways to Improve Your Website Conversion Rate with ProProfs Chat & Shopify Integration

ProProfs Blog

It’s disheartening to see your Shopify store customers abandon their carts. The feeling further magnifies when you get to know that cart abandonment leave a 97.9% gap in conversions. As scary as this sounds, you need a recovery plan in place.

Are Your Agents Getting Enough Sleep?

Monet Software

That may seem like an odd question: most contact center managers do not consider monitoring agent sleep habits as part of their jobs. Unless those agents are dozing in their cubicles. But as a nation our sleep patterns are changing.

The Ultimate Lemonade Stand


One of the fastest ways to grow your business is to not only get your customers to come back, but to also get them to come back for more. Let’s use a quick example, building the ultimate lemonade stand. If you’re like me, you operated a lemonade stand at least once. You got lemons, sugar, and with a little bit of mom’s help set up a lemonade stand on the corner and hoped some of your friends’ parents would buy a glass or two. It’s a pretty straightforward business.

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.

The Critical Role of Bank Contact Centers

Monet Software

Depending on your age, you may remember a time when banks competed more aggressively against each other for business. There were many more state and local bank branches back then, each offering different checking and savings account products to entice customers.

10 Punkte, auf die Sie bei einer cloudbasierten Customer Engagement Plattform achten sollten


Richtig schlechter Kundenservice schafft es oft in die Schlagzeilen. Keine erstrebenswerte Werbung! Aber auch eine „nur“ unbefriedigende oder einfach mittelmäßige Servicequalität ist mit Sicherheit kein Wettbewerbsvorteil.

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Real-World Best Practices in Manufacturing Operations


No matter the product, every manufacturer looks for new ways to improve quality while lowering costs. And the best way to do that is by following well-established best practices in manufacturing operations.

5 ways new moms know it’s time to go back to work


How will you know you’re ready for your comeback? When you’re anticipating a baby—whether years or weeks in advance—there’s lots of fun stuff to think about and plan: the colors of your nursery, names, a party with friends and family. The list can go on and on. You also may be wondering how one goes about incorporating a tiny human into an already strained work/life balance. At the top of those considerations is determining whether and when to get back to work after your baby’s arrival.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

How to avoid three critical pitfalls of voice analytics investments


Companies have historically recorded their customer conversations for quality assurance, training and compliance purposes but, until recently, have had no way of mining this data for insights—at least not in a scalable and cost-effective way. Instead, companies have relied on people (typically in quality assurance) to manually listen to calls to glean information.

Philip Morris International Success Story


Focus. To analyze omni-channel data to learn about market trends and the overall customer experience. The company uses this information to enhance marketing messaging, improve incident management, and innovate in terms of product development. Partnership With Stratifyd.

Philip Morries International Success Story


Focus. To analyze omni-channel data to learn about market trends and the overall customer experience. The company uses this information to enhance marketing messaging, improve incident management, and innovate in terms of product development. Partnership With Stratifyd.