Fri.Jan 10, 2020

The Most Important Inbound Call Center KPIs


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


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).

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Best Customer Onboarding Experiences


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.

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


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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

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.

More Trending

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.

Elevating the Service Experience at the SAP Service Moments Hackathon


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.”

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

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.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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.

ChurnZero’s 10 Customer Success Leaders to Watch in 2020


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).

Customer Service via Chat: 8 Best Practices to Follow


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

Brand Spotlight: How Amazon Won Us All Over


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.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Digital Customer Engagement for Retail


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.

Digital Customer Engagement for Retail


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


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.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.