Wed.Jan 09, 2019

Handling Irate Customers in the Financial Services Industry

Contact Center Pipeline

“How dare you call my employer to confirm my job status!” “The The mortgage broker said my house was worth more than you think!” “My My credit rating shouldn’t change because I quit my job and started my own business!” Do these customer complaints sound familiar?

Live Chatting: The Future of Customer Service

ChaseData

Call center customer service is changing. As the way we communicate evolves with our ever-changing culture, the way we do business must adapt along with it. Nowhere is this truer than in the call center setting, where communication isn’t just important – it’s the backbone of the entire operation.

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Contact Centers? Say Hello to 2019

Fonolo

2018 was a big year for the contact center industry. Major product launches, intriguing acquisitions, new entrants, re-emerging giants. Added to the mix were the frustrating dalliance with AI, the quasi-melding with CRM, the embrace of chatbots, and the rise of RPA. All juicy topics worth exploring.

No Toilet Paper – Is Customer Service Getting Worse?

ShepHyken

Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

How Northridge Performance Coaching Drives Instant Results

The Northridge Group

Consumers are facing an explosion of choices. In the 1990s, the average grocery store carried 7,000 items. Today’s grocery stores carry 40,000 items.

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Zendesk vs Intercom: the ultimate comparison

HelpCrunch

While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff. I mean, [ … ].

When Customer Success Becomes a Silo

Amity

This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community.

Outbound Call Centers: From Robocalls to Gamification

Noble Systems

Outbound call centers get a bad rap as people often think of robocalls from companies you may have never heard of, let alone have a relationship with.

Is Your Focus on You Or Your Customers?

CSM Magazine

We often oversimplify what we believe a customer’s need is, often due to the fact that many organizations view customer needs through an internal lens. Now is the time to refocus on your customers. Because we sell widgets, our customer must need widgets.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

How Hiring a Call Center Supports Your Business Goals in 2019

TeleDirect

Did you meet all of your business goals in 2018? Like many companies and enterprises, you probably had a few pleasant surprises – and a few disappointments. Yearly fiscal targets rarely go as planned, but there are a few things you can do for 2019 to meet and exceed your business goals.

Reviewing 2018 – our top 10 blog posts from the year

Eptica

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019.

Five Trends Shaping The Future Of Customer Experience In 2019

Answer Dash

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers.

Enterprise Connect 2019 - $500 Extra Savings on Early Bird Rate Until Jan. 11

Jon Arnold

I don’t write time-sensitive posts often, but if you’re thinking about going to Enterprise Connect in March, this post is for you. The early bird pricing ends this Friday - Jan. 11, and it’s a hefty discount.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Contact Center 2019: Scalability in Today’s Modern Contact Center

Talkdesk

Early in my career, I spent eight years supervising agents in contact centers. Working in and managing contact centers is not for the faint of heart. Every day is a challenge and seems like you are dealing with fires all day, every day! When I was working as a manager at Novell, one of my biggest challenges was when the marketing team wouldn’t notify us when a new advertising campaign went out. We found out by getting surprised with phone calls that we weren’t prepared for.

What to look for in a QA Analyst

PlayVox

HR Management for CX

Common Chatbot Mistakes and How to Overcome Them: Part 2

Bright Pattern

Chatbots were one of the biggest trends of 2018 as customer service leaders jumped to join the latest craze and deploy chabots across popular channels like web chat and Facebook Messenger.

15 Essential Call Center Metrics Your Business Must Measure

Ameyo

Collecting, analyzing and reporting information regarding the performance of the business is significant for organizational growth. Taking decisions that are critical to the business needs a closer look into each segment. In the customer service industry, businesses must track and improve the essential call center metrics to understand where the business is heading to and […]. The post 15 Essential Call Center Metrics Your Business Must Measure appeared first on Ameyo.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Making the Most with CRM Data in Each Department of Your Company

Calltools

Sales, sales, sales. It’s all about sales with many companies. They have a one-track mind and their customer relationship management software reflects it. When you’re that focused on the bottom line, you actually end up missing out on income-generating opportunities.

CRM 52

Technology Failures That Are Hindering Remote Working

CSM Magazine

A new report lifts the lid on the top issues causing blocks to successful remote working – at a cost estimated to represent as much as $20,000 (£15,800) per worker for some firms.

8 Ways A Better Agent Experience Makes a Better Customer Experience

SharpenCX

You walk into your favorite breakfast spot on Friday morning and slide into your go-to booth. It’s your weekly tradition to kick off your last day of the week with some fuel for your day, served with a side of. Read More.

Voiance: Language Solutions for IT Customer Support

Voiance

IT providers tend to field a lot of customer support calls; IT seems complicated to outsiders, and that leads to questions. And in 2019, it’s likely that many of those questions won’t be in English. Average Handle Time security Language Services multilingual support phone interpretation

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

Consumer Experiences in The Digital World

Call Experts

The 21st century is all about digital! Most people spend more time online than not. Websites are helping develop connections without the barriers of distance and proximity. As the population on the internet increases, businesses are also increasing efforts to capture audience attention online.

Everything You Need To Know About An Outbound Call Center

Ameyo

Outbound calls effort may take long to reflect in your business if you are not well equipped with the right tools to leverage your outbound calling strategy. Solve your customer’s problems and convert your prospects into leads with a powerful Outbound Call Center Software. Make each call count with the following technologies and embed them […]. The post Everything You Need To Know About An Outbound Call Center appeared first on Ameyo. Outbound call center outbound calling strategy

Is Optimism Dead?

C Space

Is Optimism Dead? As we approach 2020, the future feels less certain than ever for customers. So that’s why we’ve launched Life as a Customer, a window into the worlds of 700 customers, powered by C Space. We share our first findings in this article… Tweet. Bill Alberti.

2019 product roadmap

Spearline

Happy new year! We have a number of key developments happening in 2019 that we’re excited to share with you: Spearline Management Reports. UI Redesign. 'Patrick' 'Patrick' AI connection. 'Patrick' 'Patrick' AI audio. Manual Testing App. SMS Testing.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.