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.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

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.

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.

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.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

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.

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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

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.

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.

Scheduled Awesome Post


The post Scheduled Awesome Post appeared first on Talkdesk


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.

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.