Wed.Sep 18, 2019

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


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!


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?

Getting to the True Omnichannel Contact Center


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


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.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Industry Predictions for Business Process Outsourcing


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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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


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 92

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.

Why an Effortless Experience Isn’t Enough for Customer Loyalty


A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

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.

Tethr raises $15 million to fuel continued rapid growth


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.

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.

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.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

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.

An Introduction To Excellent Customer Service


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.

Top 5 CX Challenges and How to Solve Them


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.

5 community strategies that boost Customer Success


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?

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.

4 ways to drive recognition in your customer service team


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.

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


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.

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.

How to Choose the Best Chatbot for your Company


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

How an SMS Bot can revolutionise the education industry


A report by Zion Market Research states that the U.S. education market was valued at around USD 1,350 billion in the year 2017 and it is expected to reach approximately USD 2,040 billion by 2026. Parents are always going to want their children to be educated.

Win Back Lost Patients With Appointment Saver

CallSource Insights

Get a second chance to reclaim missed opportunities with Appointment Saver. At your office, it is almost impossible to book every caller into an appointment.

How to win friends and influence people with Workforce Management


Constant change and the viral power of social media demand new levels of adaptability from organizations today. Nick Smith at Teleopti shows how to gain control by applying workforce management (WFM) principles to influence company culture and protect corporate reputation.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Proactive Customer Support and its Benefits


Everyone one of us already aware that customer experience plays an important role in the current competitive market. Gartner’s report also says that 80% of businesses are going to compete based on customer experience in upcoming days.

Microservices 101 for Contact Centers: Minimizing Downtime and Increasing CX


Microservices. Is it just another fleeting buzzword, or do microservices really matter for your contact center? A contact center platform built on the wrong architecture can have significant long-term consequences for your organization, including increased downtime, poor system stability and inability to scale. Let’s take a look at why microservices are a critical part of avoiding these pitfalls and keeping your contact center running smoothly. What Are Microservices?

Top Tips for Improving Outbound Contact Center Metrics


Improving performance and boosting efficiency are top priorities when looking at outbound contact center metrics, but what steps can be taken to ensure this happens? Outbound contact centers are an asset for any business and can help improve sales percentages, brand awareness and overall profits.