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.

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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.

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.

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.

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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.

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.

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.

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.

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

TELUS International

CX Best Practices

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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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.

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.

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.

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

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%

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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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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Your Complete Customer Engagement Handbook

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

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.

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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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.

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.

How to Create an Exceptional Customer Experience

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

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.

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.

Improving compliance and client service in the era of digital transformation

Nuance

In a recent blog, I discussed how the financial services industry needs to rise to face the challenge of digital transformation, all while trying to remain competitive, maintain compliance and improve the customer experience. During a recent meeting with my team, this topic came up again.

Intraday Management — GPS for the Contact Center

NICE inContact

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?

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.

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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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.

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?