Wed.Sep 18, 2019

After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed.

Yes is More Than an Answer. It’s an Attitude!

ShepHyken

Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?

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Getting to the True Omnichannel Contact Center

LiveVox

With a true omnichannel platform you can deliver a universal experience across all touchpoints by unifying customer data through a single pane of glass. Customer Satisfaction Omnichannel Omnichannel Engagement Performance Analytics

Using a Predictive Dialer to Scale Your Call Center Capacity

Calltools

Your company needs a way to reach more people with your telemarketing campaigns. You can only add so many calling agents before you run into logistical difficulties. It’s impossible to cost-effectively scale if you have to keep throwing people at the problem, especially with high call volumes.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Industry Predictions for Business Process Outsourcing

ChaseData

If you are in the contact center industry, you’ve undoubtedly heard of business process outsourcing. In fact, you may have even heard your own line of work referred to this way. However, there are marked differences between the two.

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Book Review: The Non-Obvious Guide to Emotional Intelligence

Joe Rawlinson

Emotional intelligence is more than simply focusing on your own emotions. It is how you interpret the emotions of those around you, how you read the room and identify the type of audience that you’re talking with so that you can address them accordingly.

Q&A with the Customer Service Summit’s Jasmine Kees

Contact Center Pipeline

The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We sat down with Jasmine Kees, the lead organizer of the event, to discuss the Summit and the contact center industry in 2019. This is your 9th year of the Customer […]. Customer Service call center call center events contact center customer experience learning & development

6 Core Emotions in Customer Experience and Why They Matter

NICE inContact

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun.

Artificial Intelligence (AI) Brings Flexibility, CHOICE for Modern Consumers

Talkdesk

Customers want freedom to move, freedom to choose, and the freedom to create their own experience. We all know the tried-and-true approach of “if you don’t like the answer, call back and get someone else”.

CRM 93

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

The ‘Uberization Event’ – London – 26th September 2019

CSM Magazine

‘Uberization’ is now listed in the Cambridge dictionary. And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair.

Millennials and Generation Z are Reshaping Customer Support

UJET

Consumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases. Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing.

Why an Effortless Experience Isn’t Enough for Customer Loyalty

GetFeedback

A step-by-step explanation as to why effortless experience is not all that matters when it comes to cultivating customer loyalty. . Articles

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Tethr raises $15 million to fuel continued rapid growth

Tethr

Over the past several months, Tethr has had the opportunity to work with many CX, customer care and sales leaders on some exciting initiatives, helping them improve their overall customer experience and drive better alignment with their overall brand promise.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

5 community strategies that boost Customer Success

inSided

A couple of weeks ago we posted a blog on 3 reasons why online communities are vital for Customer Success. Well, if that was the why , this the how. You want your users to get the most out of your product while being happy customers and true advocates, right?

How to Choose the Best Chatbot for your Company

Unymira

80% of companies are planning to deploy chatbots in customer service. They deliver on-demand responses in real-team, are accessible 24/7 and offer many advantages compared to phone calls. Chatbot

Top 5 CX Challenges and How to Solve Them

Pointillist

By Steve Offsey Exceptional customer experience has never been more important than it is today. Nevertheless, most CX teams continue to face daunting CX challenges.

EX + CX: My Latest Podcast and Article with RingCentral

Jon Arnold

Thought leadership comes in many forms, and while I do a LOT of writing for my clients, I also do my share of podcasting.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

An Introduction To Excellent Customer Service

Ansafone

Ansafone is a company that's professionally driven toward excellence. With 50 years of experience, we have customers that choose to return to us every year. We value their opinions as we focus on helping our customers achieve their goals.

When Looking for Call Center Options – Look at QCS

Quality Contact Solutions

By Nathan Teahon, Vice President. When Companies are Looking for Call Center Options: QCS Wins with Team Members Like A.J. Windle. The first time that I met A.J.

4 ways to drive recognition in your customer service team

Eptica

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Published on: September 18, 2019.

5 Customer Experience Metrics You Need to Track

Connect Managed

Making an argument in support of excellent customer experience (CX) is not hard at all. In fact the majority of organisations already consider CX to be the main driver of competitive advantage , according to Gartner.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

How To Create a Culture of Accountability

Etech GS

In business school, a commonly spoken mantra is that team leaders can delegate virtually every aspect of their work — except accountability. When Leaders practice this by also holding themselves accountable, team members pay attention.

5 Customer Experience Metrics You Need to Track

Connect Managed

Making an argument in support of excellent customer experience (CX) is not hard at all. In fact the majority of organisations already consider CX to be the main driver of competitive advantage , according to Gartner.

AI in the Contact Center – When and Where?

NICE inContact

Artificial Intelligence (AI) in the contact center. Does this phrase elicit excitement or many questions? To some, AI in the Contact Center , conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI. They are creating a strategic roadmap for acquiring and broadly deploying AI call center software. Regardless, it is important to.

Getting to the True Omnichannel Contact Center

LiveVox

With a true omnichannel platform you can deliver a universal experience across all touchpoints by unifying customer data through a single pane of glass. The post Getting to the True Omnichannel Contact Center appeared first on Livevox.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.