Tue.Jul 09, 2019

Contact Center Agent Acculturation: Bridging the Culture Gap

Transparent BPO

Most of the clients served by Transparent BPO are U.S.-based based companies. Most Belizeans are native English-speakers who have a great affinity for the U.S. and a healthy level of understanding of American culture.

Scaling Culture: If It’s Broke, Fix It

24-7 InTouch

In our last blog , we talked about how culture is so much more than fun throw pillows. It has to start from the very beginning and be lived and breathed by the people in an organization. But what good is culture if there is no education on what it means?

10 Call Center Mistakes to Avoid when Striving for Effortless Experience


According to Gartner , organizations should strive to deliver low-effort customer experiences because simplicity is the most significant driver of loyalty. In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have a low-effort experience.

Amazing Business Radio: Michelle Hayward


The Five Core Values of Company Culture. Creating Amazing Customer Experiences From the Inside Out. Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong.

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.

Contact Center Vendors: A Memo About Your Demo

Contact Center Pipeline

Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments in technology are being made. As we work through the acquisition process with clients, technology providers are asked to deliver a system “demo.”

More Trending

3 Tips for Improving the Enterprise Customer Experience


What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy.

Why Should You Care About Internal Customer Service?

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Imagine a customer service manager needs to hire a new representative.

Are You Adapting Omni-Channel Customer Support?

Etech GS

Customer support was originally handled through three information channels: telephone, letter or in person. As technology advanced, however, the available communication tools evolved, moving toward digital and cloud services.

Save Big During Our July 2019 Sale!


If you haven’t yet started with VoIP, this could be your chance. Choose VirtualPBX, or switch from your current provider, in our July 2019 Sale and you could save $2-5 per user for the life of your account. This sale works a little differently than our other promotions.

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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.

Employee journey mapping for a better employee experience

TELUS International

People and Culture

Are You Focused on What Matters Most to Your Customers?

Integrity Solutions

The greatest opportunity for moving the needle on customer loyalty—that critical factor for driving long-term growth and maintaining a competitive edge—isn’t going to be found in a piece of technology, or even a new product or feature.

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Supercharging Healthcare Revenue Cycles


Today, closed-loop, synchronous communication solutions are increasingly used for notification, messaging, and information access.

3 Tips for Improving the Enterprise Customer Experience


What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy.

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.

5 Customer Experience Success Metrics That Never Disappoint


Christian talks about the top 5 metrics that companies use to measure their CX improvements. Customer Success Customer customer journey Customer Service

Best Call Tracking Software in 2019


Call tracking is a method of keeping up with the success of your various marketing campaigns. Call tracking software enables businesses to see which marketing campaigns are profitable and yield a positive ROI, and which ones aren’t working as well.

Why Your Best Customer Support Agent May Not Be A Successful Team Lead


Let your ticket heroes and chat champions do what they do best, while you work to identify a candidate who will grow into the role and prioritize moving the team forward. Your support team is busy and getting busier. Even with a wealth of effective self-service tools that can help your team scale up, sooner or later you’ll have to expand headcount. True, it’s a good problem to have!

Analytics and Communications: Bridging the Gap

Revation Systems

Advancements in technology are pushing several industries to constantly change and evaluate their business models and practices – from updating the systems that run the internal processes to altering the ways that consumers engage with organizations.

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.

Meet the Coach at ACE 2019


Another ACE is upon us! One of the things we love best about our annual conference is the chance to speak with our customers; learning about how you’re using our products, the stories of your successes—and what we can do to help you succeed, if you need a boost.

Alleviating the paperwork burden in policing


Paperwork burnout is not a new phenomenon. Recently, however, the impact of heavy documentation on increasing burnout is making headlines again.

5 Factors to Successfully Measure Employee Experience in Your Organization


Employee experience (EX) is quickly becoming a mainstay metric for businesses. Much like customer experience, EX is a critical factor for success with its ability to identify and drive impactful change within organizations. Because employees are the most prevalent factor in making–or breaking–memorable, positive experiences for customers. . 5 Elements for Employee Experience Measurement.

Healthcare and the wisdom of people around us


Whenever any of us face important personal or professional challenges it’s vital to have clear sense of purpose to guide our decisions and actions. One’s sense of purpose is informed by our own experiences and by the wisdom of people around us.

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.

Solar Lead Generation – Tips to Get Some Smart Solar Leads


Generating solar leads is not a task of putting butter on bread. In recent times, the solar industry taking a boom in different countries like the USA, Australia, India, etc. and becoming a major trend. An increased need to cut the electricity costs led to a surge into great demand for solar panels. However, solar companies facing a lack of generating leads to get prospective customers. So, here in this article, a light will throw on the lead generation business in solar energy.

Hitting your CX for six this summer


The latest edition of the Cricket World Cup – the showpiece event of this most English of sports – is now approaching its conclusion. Swashbuckling starts, tense finishes and knife-edge contests have been the order of the day, with the semi-finals and final still to come.

How to Use Email Marketing to Drive More Customer Loyalty

CSM Magazine

Keeping a customer is cheaper than acquiring a new one. So how do you use email marketing to drive more customer loyalty? Here are some actionable tips to improve your strategy fast. For every organization, building customer loyalty is a constant goal.

Operationalizing XM: The Report

Customer Experience Matters

Operationalizing XM | Qualtrics. Learn how to adopt the discipline of Experience Management in this free report. The post Operationalizing XM: The Report appeared first on Experience Matters. Customer experience Six XM Competencies XM - Experience Management

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.

Transitioning to the Cloud? Here’s Your One-stop Resource

NICE inContact

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. Some of the most exciting and useful information presented comes from NICE inContact users themselves. .

VOICE Summit 19 Update - What I'll Be Doing There

Jon Arnold

Billed as the “world’s largest voice event”, this sounds like something I really should attend. It’s now just two weeks away - running June 22-25 in Newark, NJ - and the marketing effort is in high gear. I’ll do my part with this shout-out and update on my roles beyond attending.

10 Barriers to Customer Delight — and How Digital Customer Service Can Overcome These

NICE inContact

We talk a lot about delighting customers and how great digital-first omnichannel customer service software can help agents provide service that customers love — and do so more efficiently. But we’re practical too, and we know that delighting customers isn’t an end in itself because all businesses have to think of the bottom line. In fact, customers who are emotionally engaged with a brand are more likely to be loyal and are willing to spend more.

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