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.

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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.

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.

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.

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.

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.

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.

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.

Keeping customer service consistent for global brands

TELUS International

CX Best Practices

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.

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.

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!

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).

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

Fonolo

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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.

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

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?

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.

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.

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

Recruitment Roulette: Hitting the Candidate Jackpot

24-7 InTouch

In our previous blog post, we talked about how brands can find the right customer service candidates by focusing on things like culture fit, “uncapturable” traits, emotional intelligence and curiosity

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

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.

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

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.

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

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.