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?

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10 Call Center Mistakes to Avoid when Striving for Effortless Experience

TechSee

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

ShepHyken

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.

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.

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.”

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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.

Successful On-boarding in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. This is one area of the agent journey that can be dramatically different from one organization to the next.

Alleviating the paperwork burden in policing

Nuance

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

Employee journey mapping for a better employee experience

TELUS International

People and Culture

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!

Healthcare and the wisdom of people around us

Nuance

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.

Save Big During Our July 2019 Sale!

VirtualPBX

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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Supercharging Healthcare Revenue Cycles

ConvergeOne

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

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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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.

The Story of a Top 10 Insurance Company

pindrop

In the insurance industry, many insurers run into problems with data privacy and account takeover. Fraudsters often target independent accounts from insurance agents, because that exposure can lead to the additional exposure of hundreds of consumer accounts.

3 Tips for Improving the Enterprise Customer Experience

Totango

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.

Best Call Tracking Software in 2019

Avoxi

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.

5 Customer Experience Success Metrics That Never Disappoint

Strikedeck

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

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

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

Nicereply

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!

Solar Lead Generation – Tips to Get Some Smart Solar Leads

OctopusTech

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.

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

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.

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.

5 Factors to Successfully Measure Employee Experience in Your Organization

inmoment

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.

Five Ways AI is Empowering Customer-Facing Employees in the Financial Services Industry

bold360 Blog

We’ve all heard the old saying “money talks.” Well when it comes to customer loyalty and retention, good customer experience talks much louder. Approximately 40% of financial services and insurance (FSI) companies struggle to keep up with changing customer expectations and behavior.*

Meet the Coach at ACE 2019

Aspect

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.

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. .

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.