Tue.May 14, 2019

6 Reasons Why Retailers Should Embrace Contact Center Outsourcing

Working Solutions

Every year, a larger percentage of retail business is conducted via the online marketplace. Well known as this fact is, it’s surprising how few companies have really embraced the full range of possibilities offered by online communications to give their customers a truly comprehensive and satisfying experience. Of course, doing so isn’t exactly child’s play. […]. Call Center Outsourcing contact center outsourcing

Improve AHT: here’s how top contact center decision makers do it

TechSee

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT.

High Absenteeism? Consider Your Agents’ “Breaking Point”

Contact Center Pipeline

I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents are absent from work is because they are lazy.

Amazing Business Radio: Jill Nelson

ShepHyken

Being Human in a Technology-Driven World. Why Connections Matter More Than Ever. Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience.

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.

Improve IVR to create a better customer experience

UJET

Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system.

More Trending

Video Games versus Customer Service

Taylor Reach Group

by JD Fairweather. There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans.

How Millennials Are Changing Customer Service

Ansafone

Millennials make up more than 20% of the US population, but they are one-half of the workforce. As younger millennials graduate and join the workforce, they will comprise more than 75% of the labor force by 2025. Any group that comprises 75% of the workforce also holds the majority of spending power.

What is Call Center Average Wait Time and 3 Ways to Reduce It

Talkdesk

“Your Call Is Important To Us” When your customers hear that, do they really believe it? The longer you make them wait, the less important they feel.

Five Elements that Create Service Stress for Customers

Strikedeck

Andy shares what causes stress for the customer, and what you can do to assuage it. Customer Success Customers Onboarding saas value realization

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The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

How direct-to-consumer brands turn customer service into word-of-mouth marketing

TELUS International

CX Best Practices

Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX

Kristina Evey

Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey. Employee Experience Journey Mapping Leadership Podcasting Uncategorized

How should hospitality prepare for the coming downturn (whenever it happens)?

InTheChat

In a period of turbulent and uncertain economic outlook, there is growing concern about whether the hospitality industry should be preparing for a coming recession. The problem is that the economic indicators analysts commonly look to make predictions.

Should CS Care about Fastest Time-to-Value?

Strikedeck

Shreesha shares his insights about the. Customer Success Customers Onboarding saas value realization

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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Why are Learning Programs for Remote Customer Service Teams So Important

PlayVox

Working remotely offers businesses and employees a number of benefits. First and foremost, let’s talk commuting. Research by the U.S. Census Bureau shows people in full-time roles typically spend more than 200 hours travelling to and from their jobs each year. That can’t sound appealing to anyone.

How to Learn and Remember Customer Names

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites.

Make Sure your CX is Switched on During the Big Switch-Off

Cyara

In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025, forcing all customers to shift to IP-based VoIP (Voice Over IP) and SIP (Session Initiation Protocol) telephony services.

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How to Become a Good Call Center Agent Using Feedback

ChaseData

Becoming an excellent call center agent doesn’t happen overnight. While there are a handful of talents and skills that some people bring with them to the job, most of these skills are taught during training and on the job.

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.

Demystifying artificial intelligence’s role in contact centers

Cisco - Contact Center

AI is shaping the future of customer experiences and the contact center. Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. According to Forbes, 50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020.

3 Ways to Expand Channels and Not Risk

LiveVox

Consumer demand for multichannel engagement continues to accelerate and its impact on the bottom line is more substantial than ever. In fact, a recent report from Aberdeen Research* noted that companies with extremely strong omnichannel customer engagement see a 9.5%

How Valued Engagement Touchpoints Help Build a Proactive Customer Success Strategy

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

What is the Cost of Employee Turnover in Your Contact Center?

SharpenCX

The cost of turnover is more than the dollar amount you spend to fill an agent’s seat. Every time your contact center loses an agent, operational costs skyrocket. Your remaining agents get overloaded with interactions, so they can’t keep pace. Read More.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Why Communities & Relationships Drive Sustainable Business Growth, Not Sales

Nicereply

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Communities are powerful. Just take the example of a biker gang like the Hells Angels. They are united by their love of Harley Davidson motorcycles, wear identifying clothing like biker jackets and patches, attend regular hangouts, and share values.

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Meeting Increasingly Sophisticated Healthcare Patient Expectations

ConvergeOne

The position of healthcare providers and their interactions with patients throughout the patient care journey are evolving rapidly. Technology-savvy consumers accustomed to self-service and digital interactions expect healthcare providers to supply easily accessible, interactive patient services 24/7/365.

Intraday Management — GPS for the Contact Center

NICE Systems

When it comes to sense of direction, I’ll admit I’m closer to “can’t find her way out of a paper bag” than “has a strong internal compass.” So you can understand that GPS navigation is riding shotgun when I’m on the road and is in my top-five most frequently used apps. As I slogged along the 101 here in Southern California recently, I realized that my navigation is a lot like the intraday management and reforecasting capabilities available within workforce management platforms. Say what?

Episode 50 – The Real Benefit of CX is AFTER the Sale

Kristina Evey

? Episode 50 – The sale is just the beginning My son is entering business college and he is a … Read More Episode 50 – The Real Benefit of CX is AFTER the Sale. The post Episode 50 – The Real Benefit of CX is AFTER the Sale appeared first on Kristina Evey. Customer Experience Management Podcasting sales and marketing Uncategorized

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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.

How a Help Desk Ticketing System benefits Customer Service

Ameyo

If you are into a company that offers customer support, you would be well aware of its challenges. Customers demand perfection and proactive responses to their queries. They are customers who either make or break your business.

The Power of Transformation

Horizon CX

Many organizations have struggled with moving from product-centric to customer-centric over the years. Some have achieved this transformation, some have not. Of course, this transformation is just the beginning, as improving the customer experience will always be a journey and not a destination.

Meet the CallSource Team: An Interview With Debra Thompson

CallSource Insights

Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Debi Thompson. Title: Web and Social Media Manager. When did you start working for CS?