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.

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.

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.

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!

More Trending

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.

B2B 52

A Blueprint for a Customer-Centric Company

Bright Pattern

In company’s early days, the customer service department can consist of a single person (probably the owner) handling phone calls. It relies on customer feedback to improve the product, and as it becomes more successful, the company swells and customer service inquiries surge. What made sense for this company way back when as a small start-up no longer fills the bill for an epic enterprise. customer experience improve customer service

Improve CX Metrics with Cloud Communications


“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.

The Best Customer Service TED Talks, in Under 60 Minutes


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.

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.

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?

30 Customer Experience Stats You Can’t Ignore


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

Last Call for NICE inContact CX Excellence Awards Submissions


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.

Call Center Outsourcing RFP Template

Are you considering outsourcing your call center? This FREE Call Center RFP Template download will guide you through critical questions to ask and provide tips to narrow down the key areas to consider when selecting the best outsource call center vendor.