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

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.

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.

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.

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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.

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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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.

Employee journey mapping for a better employee experience

TELUS International

People and Culture

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

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

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.

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.

Supercharging Healthcare Revenue Cycles

ConvergeOne

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

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

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.

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

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.

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.

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.

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.

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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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.

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

NICE Systems

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. .

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

CX Thought Leaders July 2019

Cyara

The contact center has become the inflection point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. Nearly half of the world’s contact centers have deployed cloud-based solutions and an additional third are in the process, according to IDC. I recently asked CX experts for their view on cloud migrations.

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

NICE Systems

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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The Present is Also Female: A San Francisco Design Week Recap

Hero Digital

The workforce is changing. Not only is the future is female, but we should be reminded that the present is also female. This was most exemplified at our office during our “Creative Women, Creative Leadership” event for San Francisco Design Week.

CSM from the Trenches: Mentors – Brett Andersen; Director, Client Success; Degreed

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.

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.

Difference Between Call Centers and BPO Organizations

ChaseData

You may have noticed that the terms ‘BPO’ - or business process outsourcing - and ‘call center’ are interchanged with one another. While these terms are indeed related, they are not actually interchangeable.

How Can Data Be Used to Improve Customer Experience?

CSM Magazine

Data has delivered so many benefits to businesses around the world. It can be used to better target new customers, help with product development and even boost customer experience. There are a lot of challenges faced by businesses when it comes to collecting and assessing data.

Hitting your CX for six this summer

Aspect

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.