Tue.Sep 17, 2019

In-House vs. Outsourced Customer Service: 4 Benefits of an Outsourced Call Center

Advantage Communications

Is your customer service department no longer providing the customer experience (CX) that your clients expect? Can you no longer afford the technologies needed for superior customer service? Or perhaps you simply don’t have the resources anymore to keep up with seasonal demand?

Call Centers: Decrease Average Hold Time

Avoxi

Don't let bad hold practices be the reason you lose customers! Customers dial call centers for fast solutions and answers, don't disappoint them and place them on hold. No one wants to waste their time by placing their phones on speaker and blasting hold music waiting for an agent to respond.

7 Free Customer Service Training Ideas That Really Work

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Tell me if this situation sounds familiar.

Customer Service Superpowers: How Visual Tools Could Give Your Business the Edge

CSM Magazine

Wendy Hamilton, CEO of TechSmith, discusses the transformative power of visual tools for customer service teams. Incorporating visuals into your customer communications can be a game-changer.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Amazing Business Radio: Paul Selby

ShepHyken

Customer Service Will Never Go Out of Style. Keeping Customer Service Relevant to Self-Service and Proactive Service. Shep Hyken interviews Paul Selby of ServiceNow.

More Trending

DSW Successfully Incorporates AI into Customer Experience

NICE inContact

We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more.

The Customer Data Platform Benefits You Should Know

Totango

Hidden inside customer data, there are many opportunities to grow and improve your brand, but what if you don’t know what to look for? Say your customer just completed onboarding quicker than the average user, but you missed the chance to recognize their success.

The Devil I Know vs. The Devil I Don’t in the Call Center

NICE inContact

Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform.

Keeping customer service consistent for global brands

TELUS International

CX Best Practices

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

KEEP: The Essential Ingredient to KPI Performance Success

Transparent BPO

Belize, where our contact centers are located, is home to Marie Sharp’s , a well-known hot sauce company. While not as popular as Tabasco, the company, named for its founder, produces products made with a unique secret carrot-based habanero pepper recipe.

Your Knowledge Management Horoscope

Guru

As part of our company charter to make sure that the knowledge you need to do your job finds you, we thought you might want to see all your bases covered. As we were looking to seek and share knowledge, we wondered what the universe has in store for everyone, knowledge management-wise.

Going Agile at Cyara

Cyara

Over the course of three days, in a tightly quartered conference room in Melbourne, Australia, eighteen of us across Cyara were trained in SAFe (Scaled Agile Framework).

Teams Performance is the Engine to Fuel for Greater Results

Integrity Solutions

With more people working on teams—and with companies relying on teams performance more than ever—they need success tools to help them understand what the team needs not just as individuals but collectively. by Joyce Hames. Successful companies today move quickly.

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.

Here’s How (and Why) You Need to Create a Map of Your Customer’s Journey

ClientSuccess

Here’s How (and Why) You Need to Create a Map of Your Customer’s Journey . As customer success professionals, we spend a lot of time and energy trying to enforce processes and procedures for our customers.

Best Ways to Use Call Center Scripts

Avoxi

Request Demo Talk to an Expert Contact Us As a provider of some of the most effective, yet affordable, inbound call center software on the market, we are all about effective tools like call center scripts.

Is Governance + Risk + Compliance Stalling your Omnichannel Projects?

ConvergeOne

Do you have omnichannel projects that just aren’t moving along as fast as you think they should? What are the hurdles getting in your way? I’ve yet to find a scenario where it’s the technology that’s slowing things down. Don’t get me wrong, omnichannel isn’t easy.

How to Reduce Hold Time in a Call Center

Avoxi

Don't let bad hold practices be the reason you lose customers! Customers dial call centers for fast solutions and answers, don't disappoint them and place them on hold. No one wants to waste their time by placing their phones on speaker and blasting hold music waiting for an agent to respond.

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.

Squelch Welcomes Zendesk Showcase to the Bay Area

Squelch

Since March, the Zendesk team has been jet-setting around the world putting on a series of one-day events known collectively as Zendesk Showcase.

APIs 52

livepro CX Knowledge Management Awards 2019

Livepro

Our 2019 forums are done and dusted. We can finally reveal this year’s livepro, Customer Service Knowledge Management Awards winners. We are always blown away by the creativity our clients use to achieve fantastic results for their organisations. This year was no different.

Squelch Welcomes Zendesk Showcase to the Bay Area

Squelch

Since March, the Zendesk team has been jet-setting around the world putting on a series of one-day events known collectively as Zendesk Showcase.

APIs 52

5 Things Not To Do in Your Journey to Customer Experience Excellence

Strikedeck

Joseph talks about the plethora of ways to enhance your customer journey, in order to provide a seamless experience. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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.

Squelch Welcomes Zendesk Showcase to the Bay Area

Squelch

Since March, the Zendesk team has been jet-setting around the world putting on a series of one-day events known collectively as Zendesk Showcase.

APIs 52

Monthly Goal: Learn Business Communication Types

VirtualPBX

Although it may seem like a silly goal at first, it can be extremely valuable for your team members to learn about business-related communication types. Within your business, you might speak upward to a manager, downward to a subordinate, or laterally to a co-worker.

11 lessons for automotive dealers from 100 1-star reviews

Infinity

You can’t win them all. But you can lose less. As the new number plates are released in the UK, automotive dealerships can expect a spike in interest from people buying new cars and trading in their old ones.

WEBTEXT Launches Cloud Messaging Campaign Manager (MCM)

Webtext

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.

An 11-Step Digital Transformation Framework: Be the Hero with these Steps to Support Your Exec Team and IT During Transformation

SharpenCX

Even companies who are sitting on the brink of digital transformation haven’t figured out how to strategize a successful transformation.

Why Customer Success Managers are Sales’ BFF

Andrew Mcfarland

When should companies invest in Customer Success Managers (CSM)? Or put another way, why shouldn’t Sales perform this function? A friend and former co-worker called recently with this question. After an acquisition, her new leadership team felt that Sales already. Best Practices Adoption CSM Customer Success Manager Grow Misalignment Repair Sustain

Sales 48

“Are You Being Served?”: How 3 Century-Old Stores are Fighting to Stay Relevant for the Modern Customer

Fonolo

For me, the soul of pre-21st Century customer service can be captured in three poignant words: “Are you free?”. These immortal customer service dew-drops I heard echoed many times via the television set on the Saturday nights of my youth when PBS would play Are You Being Served?