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. When you’re looking for top-notch hires in your location, military veterans may be exactly who and what you’re looking for! There are so many reasons to consider hiring veterans when launching a call center. Here are just a few: Call Center Management

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. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. Why is FCR considered so essential? FCR has strong links to customer satisfaction, service efficiency, and service costs.

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How to Ace Your DIY Customer Satisfaction Survey


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. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.

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. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.

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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 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

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

The Way Forward: An eye on future healthcare technologies


This article was first published on November 1, 2019, by Health Data Management. Reposted with permission. Throughout this series, I wrote how critical access and rural hospitals face the same day-to-day struggles that larger healthcare organizations do. The difference is that the challenges are amplified in critical access settings because of limited resources.

8 Things People Hate Most About Your Customer Care

Prashanth Kancherla

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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.

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. Your headquarters, business operations, and marketing teams may be in different cities, across one or more countries or continents

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. The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada.

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.

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!

Randy Harmat


PRESIDENT & CEO The post Randy Harmat 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

Tim Austrums


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

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. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Chris Gronberg


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

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. While hourly rates and overtime pay prove decisive for most hourly workers, varying schedules and income stand in the way of their financial goals.

Carrie Gill


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

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. But are you maximizing sales results on every call by attempting to sell additional products and services across the board?

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The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Jared Mendez


CHIEF TECHNOLOGY OFFICER The post Jared Mendez 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


Lynda Owens


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

Biometric security: A triple crown for FIs


Biometric solutions can provide significant benefits to FIs (financial institutions), including operational efficiency gains and related budget reductions, CX improvements, and fraud loss reductions.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Terra Saffen


DIRECTOR OF OPERATIONS, WEST COAST The post Terra Saffen appeared first on Ansafone Contact Centers.

Customer Satisfaction Score (CSAT): Complete Guide


This guide will teach you how to use the Customer Satisfaction Score metric, boost loyalty, and prove the ROI. Guides

Meredith Gaitanis


CHIEF FINANCIAL OFFICER The post Meredith Gaitanis appeared first on Ansafone Contact Centers.