Fri.Mar 22, 2019

How To Be An Effective Manager

Contact Center Geek

Stop me if you’ve heard this one before. A new team member joins your contact center. She is put through training and taught how to use her phone and your company CRM, how to de-escalate upset customers, and how to go through the necessary talking points on common calls.

5 Reasons Why You Should Hire a Call Center for Your Business Slideshow


[link]. Your business is all about…well, your business! And most of the time, this doesn’t include call center expertise. But where can you turn to, in the face of ever-increasing customer communication requirements in a fluid business environment?

Complexity Is An Experience Killer

Customer Experience Matters

I just spent two days in Miami with a great group of executives who are part of the SAP CX Client Advisory Board. One of their presentations described the company’s technology transformation, and included a stream of activity around “decomplexing.” ” I loved seeing that! Complexity ends up oozing its way into all types of experiences. Complex products, prices, or processes lead to ill-prepared employees and confused customers.

Guest Blog: Digitizing the Customer Experience Without Losing the Customer


This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. Shep Hyken.

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.

How to Manage Uncertainty

Beyond Philosophy

How to Manage Uncertainty. My team is the Luton Town Football Club. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers.

More Trending

Job Satisfaction Surveys: 2 Templates for You to Use


While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys.

How Can A Coaching Culture Attract (and Keep) Top Talent?

Integrity Solutions

A high-performance coaching culture can separate your firm from the pack and become a powerful differentiator when you’re competing for top players. by Terri O’Halloran.

Metrics That Matter: Service Level

Taylor Reach Group

By Colin Taylor. Service level is one of the most common metrics employed at call and contact centers to define how the center is performing.

How Customer Care Leads To Customer Loyalty

Abby Connect Virtual Receptionists

Building a recognized brand grows more competitive each year, making it even more challenging to stand out. That’s why brands are creating positive experiences to help build trust and favorable impressions in the minds of their audience.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Tips to Empower your Customer Support Team


Hiring good agents is not enough you need to empower them. If a customer is at the heart of sales then customer support is the front line. Your agents interact with customers and by far the most important factor in delivering your services efficiently.

Understanding the Real Impact of Improving Customer Retention


Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices.

5 Ways Chatbots Improve Customer Service


Business messaging is easy and convenient for consumers. Quiq’s robust messaging platform makes it easy for employees and managers to manage these customer conversations, while boosting conversion rates, increasing engagement, and reducing costs.

Top 3 Healthcare Call Center Metrics to Focus on Now


Every industry has specific metrics that are important in determining success when it comes to call center operations. What might mean a successful month in the field of sales will mean something entirely different in the world of customer service, and so on.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Why use call monitoring in your call center

Quality Contact Solutions

By Marcia Jenkins, Senior Operations Manager. For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring. What is Quality Assurance Call Monitoring? What is call monitoring ? The agents are making calls, a quality assurance analyst listens to live or recorded calls.

Digital Journeys: 4 Mistakes You’re Probably Making, and How to Fix Them


Discover the digital pain points you need to resolve to deliver next-generation CX. The post Digital Journeys: 4 Mistakes You’re Probably Making, and How to Fix Them appeared first on Concentrix. Analytics Thought Leadership Resources

Abby Connect Vs Back Office Betties: Find Your Next Live Receptionist

Abby Connect Virtual Receptionists

If you’re an attorney or lawyer looking for a virtual receptionist service, doing research is always the first step.

Free Event Showcases How to Manage and Build a Localization Team

Language I/O

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.

Meeting Customer Expectations with PSD2

Whitepages Pro

When you make a purchase as a consumer, the process is usually pretty painless. You pull out your credit card, hit a few buttons, and the payment goes through. What most consumers don’t see is that behind every transaction is an incredibly complex payment ecosystem. There’s the merchant, the merchant acquiring bank, the issuer, the issuing bank, and the card brand — and every one of those parties is sending information about the transaction along the rails between them.

Sending Surveys: 4 Top Online Survey Distribution Methods


Surveys are an important part (perhaps the most important part) of understanding your customer. A well-crafted survey can provide a wealth of insights around how customers think about your market, product, or service, and enable you to better solve customer problems, reduce the risk of them leaving, and accelerate your business’s growth. When directed well, a company can thrive on the results and insights gathered.

Scheduled Awesome Post


The post Scheduled Awesome Post appeared first on Talkdesk