Thu.Aug 26, 2021

Don’t Apologize to Customers!

Myra Golden Media

It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things.

How to Make Tech Support Faster and Easier—for Both Customers and Agents

Contact Center Pipeline

The best tech support agents have a little secret: They aren’t doing their jobs all by themselves. They’re not cheating. They’re not slacking.

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5 Rules to Guarantee a Return on Investment

Beyond Philosophy

Customer Experience is having challenges. Research over the last few years points to a lackluster performance for return on investment.

3 Types of Call Center Environments Post-COVID

Fonolo

Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Despite the pandemic, one thing is certain. Call centers provide a vital service to customers worldwide.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Emerging LPO Services For Intellectual Property Businesses

OctopusTech

Legal Process Outsourcing is one of the colossal sensations that hugely impact the legal industry today. A study by the Forrester Research states that the annual worth of LPO i.e. $80 million can hike up to $8 billion. The LPO industry in India has seen a spurt in the last couple of years.

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Roundup: 18 free call center training resources for digital-first agents

NICE inContact

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience. Call Center Best Practices Customer Experience Agent Engagement

Tethr product updates August 2021: New dashboard sections, brighter colors, and more!

Tethr

Welcome to the monthly product update blog, where we’ll cover the latest and greatest updates to the Tethr platform. For current customers, enjoy this quick overview of the changes you can expect to see inside of Tethr.

Understanding the customer journey from start to finish

NICE inContact

The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Customer Experience

Global Marketing Strategies for International Expansion

Avoxi

Global Marketing Strategies for International Success As the world gets smaller, companies recognize the need to adopt global marketing strategies.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Five advanced customer service techniques to raise your game

Inside Customer Service

Advanced techniques are one of the top requests I receive as a customer service trainer. Many people feel the basics are, well, too basic. If that's you, I have five advanced techniques to share. But first, a word from our sponsor: basic skills. The basic skills never go out of style.

The Best Industry Ideas for Customer Service Over the Phone

Spearline

Excellent customer service is a core component for a business to run successfully. Your agents are your first point of contact for your customers, so first impressions must always be to the best standard. Recently Spearline CTO Matt Lawlor took part in a survey for Call Center Helper.

4 ways to create the perfect retail experience

GetFeedback

Notable trends in consumer preferences that will influence how retailers run their CX programs. Articles

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Welcome to the party!

TMP Direct

The pandemic sparked a 77% increase in e-commerce over February 2020, as online shoppers of all ages turned to e-commerce for ease, convenience and safety.

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Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Benchmarking and Training in Today’s Contact Centers: Bruce Belfiore

NobelBiz

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year.

Employee Mass Notifications

Call Experts

Every company’s use of smartphones is at an all-time high, and employee mass notifications are an innovative, easy way to share information with your business. . Business text notifications are a cost-effective way to send information to large numbers of team members.

VIDEO: How Bruce Started Out and What He’s Doing Now

NobelBiz

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year.

Guest post: The Digital CSM – Goals and responsibilities of the CS team's latest addition

inSided

Back when Customer Success was new (okay, I know, that feels like it was just yesterday) , CS leaders deployed CSMs to provide a white glove high-touch experience, to what was mostly their enterprise or VIP accounts.

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LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Empathy and Artificial Frustration – The Path to Exceptional CX

Concentrix

Watch this PACE Insights videocast and learn how to leverage AI in the contact center to create exceptional customer experiences. The post Empathy and Artificial Frustration – The Path to Exceptional CX appeared first on Concentrix. Webinars Resources Webinar

The key to building customer loyalty? Conversation

Interactions

Conversation is the heart of all relationships. Conversation holds great power in relationships. Without conversation, trust cannot be built and information cannot be exchanged. You can’t get to know another person truly without communicating with them.

Explained: Types of Telemarketing Services for Businesses

Quality Contact Solutions

With many types of telemarketing services for businesses, it’s not always easy to identify the most relevant to support your goals. The good news is that most outsourcing partners will help find the best solution to accomplish your objectives. I believe knowledge is power.

Webinar: Fuelling Growth in 2022 – Technology, Collaboration, Strategy

CSM Magazine

Now, more than ever, collaboration tools and your martech stack will need to truly empower teams. However, the conversation isn’t just about remote or hybrid, it’s about playing to your strengths, transparency, and ensuring every conversation is driving success. Join the Interactive Panel Discussion with RyanAir, Visible & Citrix – Prioritise Growth!

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Top Tips on How To Define and Measure Service Level in Call Centers

Voiptime

Looking at the big picture and asking hard questions about the call center service level is the first step to success. Strategic thinking, bridging service level with the needs of customers ensures lasting revenue and strong relationships. Building an on-demand call center to meet both company and customer needs is easy when you have a strategy

Top 10 Must-Read Books for SaaS Founders and CEOs

SmartKarrot

Books are a man’s best friend, as they say has held true time and again. For the SaaS founders and CEOs, there is especially a whole lot to regale them with information and more.

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How COVID Has Shifted the Contact Center RFP Timeline

BlueOcean

Decision making got a whole lot more difficult in the wake of the pandemic, didn’t it?

Aug 26 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director Location: Remote, Austin, Texas Metropolitan Area, US Organization: SpyCloud As a Customer Success Director, you will maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

10 Components of a Customer Access Strategy

Brad Cleveland

It could be that you have just a few people in a small department or company, handling interactions with customers. On the other hand, you might have thousands of agents working across multiple sites. In either case, or any point in between, you need a Customer Access Strategy.