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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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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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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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.

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.

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.

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.

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.

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, [ … ].

Reviewing 2018 – our top 10 blog posts from the year


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.

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

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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.

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.

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


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.

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.

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.

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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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


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.

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.

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.

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

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.

What to look for in a QA Analyst


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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

2019 product roadmap


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.

A little less 2019 prediction, a little more customer service action

Rant And Rave

Ah, January: the month of resolutions, crowded gyms, and empty pubs… Plus the inevitable wave of ‘2019 prediction’ blogs, covering everything from politics to design trends. Now, we’re no psychics – but we are a bunch who know a thing or two about customer experience.

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.