Mon.Nov 11, 2019

Launching a Call Center - How Hiring Veterans Can Benefit Business


When you’re launching a call center, you want the best possible team to serve customers and make contact with clients. Regardless of what type of work your facility does, your staff is a vital part of making it happen.

Why First Call Resolution is the Most Important Call Center Metric


By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight.

How to Ace Your DIY Customer Satisfaction Survey

Interaction Metrics

The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through.

How to Recruit and Retain Contact Center Talent

Pam Plyler

Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips

Conquering CX in the World of Technology

Speaker: Stacy Sherman, Head of Customer Experience and Culture Transformation

We are in the midst of a technological boom. New technology is being released every year and both employees and customers must adapt to the latest trends. It’s important that organizations are aware of what is available and what will be best for a successful customer experience. Join us for an insightful webinar with Stacy Sherman, where she will provide information on how current technology trends such as sending alerts and notifications can go a long way in improving customer experience and customer loyalty.

5 Top Customer Service Articles for the Week of November 11, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

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More Trending

Smart Home Support – 4 Key Technologies to Simplify Service


Smart Home technology is expected to become a $151.4 billion market by 2024. However, it still has a long way to go before it reaches its full potential. Many consumers face significant technical challenges as they set about smartening up their homes. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own.

Customer Experience Guide: How to Put your Customers First? | Paldesk

Nikolina Maskaric

Performance Management Tips for Cross-Generational Success

NICE inContact

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center! The generational diversity in today’s contact center is incredible.

How to Manage Your Geographically Dispersed Customer Service


As a business, chances are that you have a cross-platform presence, can be accessed across a plethora of gadgets, and your customer base is geographically dispersed. Your infrastructural reality is probably challenging too.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

What You Need to Know About Omnichannel

NICE inContact

Today’s customers expect omnichannel customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care.

MindTouch Wins Best Customer Experience and Support from KMWorld


Happy customers, happy MindTouch. That’s why we’re so honored to be named the KMWorld 2019 Readers’ Choice Award winner for “Best Customer Experience and Support,” having edged out Salesforce and Nuance Communications.

Retain Top Hourly Employees with Financial Inclusion in the Workplace

Branch Mesenger

Employees often seek employers who can help them get ahead, and hourly employees are no different. Providing inclusive financial services in your business could be the first step in improving employee retention and performance.

Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy

Taylor Reach Group

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

How we helped a client exceed a monthly sales goal by $200,000+

Robert Davis

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Whether you take 500 or 5,000 calls per day in your contact center, each and every interaction should be considered an opportunity to sell. Of course, prospects calling into your sales queue are sales calls.

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How customer surveys can affect customer purchase behaviors


The number and range of customer feedback surveys being undertaken by organisations wanting to understand how their customer’s feel about the organisation and its product is substantial. However, customer satisfaction surveys have a little bit of quantum mechanics in them!

How to avoid Black Friday FOMO


In 2018, in the U.S alone, Black Friday brought sales of $3.7 billion. This beat expert forecasts by nearly 70%. Of the 165m shoppers, 89m shopped both online and offline. This group alone spent $93 more than a single-channel shopper 1.

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Do your Contact Center Challenges Align with Other Financial Enterprises?


Financial Services Contact Center Leaders Reveal 2019 Challenges These 2019 Survey results from 100 financial services contact center leaders (and 200 contact center leaders in other industries) tell us what your challenges probably are.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Randy Harmat


PRESIDENT & CEO The post Randy Harmat appeared first on Ansafone Contact Centers.

Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too?

DMG Consulting

Question: Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too? Answer: Voice biometrics can provide authentication for interactions that take place with humans as well as with intelligent virtual agents (IVAs). Voice biometrics and IVAs are complementary solutions that deliver enhanced and additional benefits when used in conjunction with each other.

Tim Austrums


VICE PRESIDENT OF SALES AND MARKETING The post Tim Austrums appeared first on Ansafone Contact Centers.

Performance Management Tips for Cross-Generational Success

NICE inContact

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center ! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center.

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.

Chris Gronberg


DIRECTOR OF SALES The post Chris Gronberg appeared first on Ansafone Contact Centers.

5 Steps to Prevent “Culture by Accident”

Andrew Mcfarland

Every company likes to believe that they have a unique culture. Indeed, someone once described culture as “the way we do things around here when no one is looking!” So, whether a company invests a little time on culture or. Culture Accidental Intentional


Carrie Gill


VP OF OPERATIONS AND CLIENT SERVICES The post Carrie Gill appeared first on Ansafone Contact Centers.

Where is the Line Between Forgetfulness and Great Service?

Steve DiGioia

Great service is comprised of many parts and each must be present to create the experience every customer desires. Let’s briefly discuss each one of my top 8 until we get to “memory”. I know you’ll agree with me that it should be near the top of your list. Training.

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.

Jared Mendez


CHIEF TECHNOLOGY OFFICER The post Jared Mendez appeared first on Ansafone Contact Centers.

Honoring Our Heroes: LiveVox Celebrates Veterans Today & Everyday


Honoring Our Heroes: LiveVox Celebrates Veterans Today & Everyday At LiveVox, we have immense pride for the veterans in our community and take time to appreciate the sacrifices they made to protect our country. In honor of Veteran’s Day, we pause to remember all veterans and thank them for their service. LiveVox is a distinguished. The post Honoring Our Heroes: LiveVox Celebrates Veterans Today & Everyday appeared first on Livevox. Veteran Day


Lynda Owens


DIRECTOR OF OPERATIONS, EAST COAST The post Lynda Owens appeared first on Ansafone Contact Centers.