Fri.Jan 10, 2020

The Most Important Inbound Call Center KPIs

ChaseData

Metrics are an important part of success in the world of contact centers and BPOs. However, determining which metrics to keep an eye on can be tricky, since they can vary from center to center based on a variety of factors.

The Key 2020 Customer Service Trends You Need to Know

Team Support

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them).

B2B 70

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Best Customer Onboarding Experiences

ClientSuccess

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations.

Guest Post: Turn Customers into Fans by Telling the Truth, Especially When It Hurts

ShepHyken

This week we feature an article by David Meerman Scott who has written a new book, Fanocracy: Turning Fans into Customers and Customers into Fans about turning customers into customers and customers into fans.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to Get Customers to Yes

Beyond Philosophy

If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that.

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Brand Spotlight: How Amazon Won Us All Over

Fonolo

Ever since the retail industry has gotten a digital facelift, only a handful of brands have experienced unbeatable growth. Today, Amazon is a top-of-mind digital company that consumers are browsing all day long – and has quickly become THE retail giant.

Skill transfer by Robert C. Davis and Associates: In the contact center, successful skill transfer depends on ample feedback

Robert Davis

By Brad Baumunk , President and COO. Here’s the last in our series on skill transfer for your contact center teams. We’ve covered the first four steps in our skill transfer model – explanation , demonstration , practice with coaching , and observation.

5 Ways to Leverage Technology to Reduce Call Center Costs

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr. Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs. Call Center Best Practices Customer Experience

Best Customer Onboarding Experiences

ClientSuccess

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

How to Self-Audit Your Company’s Customer Experience

CSM Magazine

Kristina Evey looks at ways to identify opportunities that would add more value to your existing processes or systems.

Advantage Communications Strengthens its World-Class Customer Service Offering With Acquisition of Leading Mexican Call Center

Advantage Communications

Advantage Communications Inc. ACI) is pleased to announce that it has expanded its global presence, as well as strengthened its position as a challenger to the conventional outsourced contact center industry, with the acquisition of leading Mexican call center, First Kontact.

7 Samples of Feedback Forms for Customers That Actually Work

GetFeedback

Find samples of feedback forms for your customers that will help you get more responses and more useful feedback to improve your business. Articles

ChurnZero’s 10 Customer Success Leaders to Watch in 2020

ChurnZero

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2).

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Customer Service via Chat: 8 Best Practices to Follow

HelpCrunch

Customers love chatting. At least, chat is their channel of choice when they do need to contact support. Chatting is fast, it allows to multi-task, and a chat conversation can be saved for later reference. [ … ]. The post Customer Service via Chat: 8 Best Practices to Follow appeared first on HelpCrunch blog. Customer service

Elevating the Service Experience at the SAP Service Moments Hackathon

Mindtouch

How do organizations serve their customers better within the SAP Service Cloud ecosystem? The answer is thoughtful, customer-first innovation. That’s the leading idea behind SAP Service Moments , a new app designed to “create perfect service moments across all touchpoints.”

Digital Customer Engagement for Retail

Quiq

As messaging continues to help spur retail growth, we’ve seen more companies look to this channel to improve the customer experience. We’ve aggregated some of our most popular resources to help you with your research into messaging for your business.

UC Summit 2020 - Sneak Peek and Our Video Interview

Jon Arnold

based Rob Scott has been working on his virtual event for some time now, and the UC Summit 2020 opens on January 20. It runs for five days, and the content will be available on demand after for a three month period.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Digital Customer Engagement for Retail

Quiq

As messaging continues to help spur retail growth, we’ve seen more companies look to this channel to improve the customer experience. We’ve aggregated some of our most popular resources to help you with your research into messaging for your credit union.

How to Add Live Chat in Android Apps

kommunicate

Whether you are a small business or big enterprise, customers need prompt support. The first thing that comes to our mind is live chat. Given that the world is going mobile-first, it is important to have live chat implemented properly on your mobile website and apps as well.