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


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.

Contact Centers? Say Hello to 2019


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?


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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Zendesk vs Intercom: the ultimate comparison


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, [ … ].

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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.

How Many Phone Lines Do I Need for My Business?


If you’re running a business, chances are you have some sort of phone system in place. At some point you may start considering an upgrade to your phones or perhaps shopping for a new system altogether. As part of this process, you’ll probably be asking yourself, “How many phone lines do I need for my […]. The post How Many Phone Lines Do I Need for My Business? appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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Voiance: Language Solutions for IT Customer Support


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

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.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

15 Essential Call Center Metrics Your Business Must Measure


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.

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


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.

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Why Hire a Call Center?


Outsourcing your call center is an increasingly popular option for companies looking to enhance brand awareness, increase customer satisfaction, and broaden their two-way client communication channels.

8 Ways A Better Agent Experience Makes a Better Customer Experience


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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How Hiring a Call Center Supports Your Business Goals in 2019


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.

Everything You Need To Know About An Outbound Call Center


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

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.

What’s Cooking at Kommunicate? – Release Notes, December 2018


We hope you had a great time celebrating the festive season and the new year. Meanwhile, here at Kommunicate, we cooked some interesting features up, fixed a few bugs and improved the overall performance. Here’s to the new year and making customer support smarter and better. ?? For previous versions of Release Notes, head here. Web [.]. The post What’s Cooking at Kommunicate? – Release Notes, December 2018 appeared first on Kommunicate Blog. Release Notes

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Resurrecting the Dead Horse Theory

CX Journey

Sleeping (not dead!) horse image courtesy of Pixabay I challenge you think about things differently in 2019. What got us here won't get us there, right? I recently came across The Tribal Wisdom of the Dakota Indians , a 1999 article in the Guardian, that I felt needed to be resurrected.