Thu.Feb 22, 2018

Knowledgeable Agents Are Key to Great Customer Service

Call Center Weekly

By Sean Hawkins I recently spoke with an agent for my insurance company, in the hopes of clearing up a misunderstanding concerning my policies. Well, things didn't go as easily as expected. For starters, I called the wrong the number.

Has Apple Lost Touch With Its Customers?

Beyond Philosophy

I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans.

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The Changing Landscape of Employee Engagement

Contact Center Pipeline

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016 Bureau of Labor Statistics report, the median age of an American employee is 42.2

Cultivating Customer Advocates

Brad Cleveland

Consider these numbers: Word of mouth drives 20–50% of all purchase decisions. McKinsey) Advocate customers spend 2 times more than regular customers, and because they stay longer, have a customer lifetime value 5 times greater than regular customers.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

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Improve CX Metrics with Cloud Communications

8x8

“Sure, I can help.”. Do customers hear this when they reach your contact center? If not, it’s through no lack of effort on your side. You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues.

Remove friction from the contact center experience

TRUSTID

When it comes to improving banking efficiencies and protecting customers over the telephone channel, contact center supervisors have traditionally relied on knowledge-based information to authenticate customers.

Seven ideal characteristics of a B2B influencer

Peter Lavers

Influencer Marketing is becoming increasingly recognised as an important component in the marketing mix*, particularly with the rise of digitally-enabled customer empowerment and consequential loss of “brand message control” by marketers.

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Encouraging and enabling collaboration in modern workplace

Aspect

All too often, IT departments have earned a reputation as gatekeepers to employee collaboration. “No, No, you can’t use Messenger.” “No, No, you can’t use Slack.” “No, No, you can’t use your personal device for work.”

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

The Best Customer Service TED Talks, in Under 60 Minutes

Fonolo

The field of customer service is very close to my heart. As a young student I worked as a customer service representative, and as a “young” professional, I’ve dedicated myself to a solution that improves contact center interactions around the world.

Improve CX Metrics with Cloud Communications

8x8

“Sure, I can help.”. Do customers hear this when they reach your contact center? If not, it’s through no lack of effort on your side. You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Agents know how to access the knowledge base. They’re well versed in company products, processes, and procedures.

How to Create Business Value While Ensuring GDPR Compliance. The Altitude Case Study

Altitude

Altitude is committed to create value for its customers while executing on its own European General Data Protection Regulation (GDPR) compliance program. Companies can miss that there are benefits from a GDPR program. For Altitude it is an opportunity to build customer trust, improve customer relationships, establish better data controls, and improve internal data handling and availability.

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Improve CX Metrics with Cloud Communications

8x8

“Sure, I can help.”. Do customers hear this when they reach your contact center? If not, it’s through no lack of effort on your side. You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Agents know how to access the knowledge base. They’re well versed in company products, processes, and procedures.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

30 Customer Experience Stats You Can’t Ignore

UJET

Once thought of as a cost center, service and support are now front and center as two factors that can either make or break relationships with customers—and don’t just take our word for it. Here are 30 stats that emphasize why investing in great service isn’t just the right thing to do for your customers, but also your business. Customer Experience

Thoughts on ITExpo - Where the Phones Are

Jon Arnold

That's the title of my latest analysis, wearing my BC Expert hat for BCStrategies. For this month's post, I've done a recap of last week's ITExpo in Fort Lauderdale. I posted about it here on my blog a few times leading up to the expo, and now it's time for my post-expo takeaways.

Report: Companies Struggle with Email Support

Toister Performance Solutions

A new report from CRM software provider SuperOffice revealed some dismal trends for email customer service. The company sent an email to 1,000 companies. The email asked two questions: Do you have a phone number I can call you on? Where can I find pricing information on your website?

Last Call for NICE inContact CX Excellence Awards Submissions

inContact

Submit your entries by March 1, 2018! With the 2018 NICE inContact CX Excellence Awards program, we’re excited to once again recognize customers like you who drive exceptionally creative, innovative customer experiences with NICE or NICE inContact products and services.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.