Fri.Feb 21, 2020

5 Ways Support Teams Can Show Customers They Care

TeamSupport

Everyone in the business world has had an experience where it didn’t feel like they mattered to a vendor or business. It’s a difficult feeling knowing your voice isn’t being heard, or even worse ignored by someone you’re trusting to meet your business needs.

B2B 60

3 Customer Success challenges—and how to solve them with software

inSided

Are you struggling to know what Customer Success tools and tactics you should be using as your company grows? Look no further.

SaaS 52

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10 Reasons to Put Your Contact Center in the Cloud Today | Inside CX

West

If customer service plays an important role in your business, you’ve probably heard the term “cloud contact center.” But if you’ve had a premise-based contact center for years that’s operated well enough, the idea of having a contact center in the cloud might raise a few questions.

Guest Post: 5 Strategies for Mastering Customer Experience at the Point of Sale

ShepHyken

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience.

Sales 195

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

The hidden success for brands in the future

Beyond Philosophy

Where AI Meets CX: The Remarkable Future for Humanizing Brands. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management.

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What Should Be On My Customer Service Job Résumé?

Customers That Stick

What should be on my customer service job resume? I’m going to answer this in one word. Passion.

11 Live Chat Mistakes You’re Making and How to Avoid Them

ProProfs Blog

I love using live chat because it’s simple, easy, and helps me get a solution instantly. But what about you out there, reading this? Has it leveled up your customer support process?

CRM 85

The Two Ultimate Questions For XM Metrics

Customer Experience Matters

Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the success or failure of these metrics often has little to do with the actual metric.

The Top 7 Customer Success Trends for 2020

Totango

As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Hear it from One of Our Top call Center Agents, Erick Rodriguez – Shift Lead- from Ansafone Contact Centers

Ansafone

Ansafone Contact Centers is a national, award-winning BPO contact center based in Miami, FL and Santa Ana, CA. With other multiple geo locations, Ansafone can help with any call center solutions.

How to become CX-obsessed in 3 easy steps

Talkdesk

The world has changed. Digital transformation is not a dream on the horizon for businesses anymore, it is a strategy to survive.

Our Up and Close Podcast Inteview with Terra Saffen, Dir. of Operations-West Coast of Ansafone Contact Centers

Ansafone

In this full podcast interview, we talk with Terra Saffen, Dir. of Operations-West Coast of Ansafone Contact Centers about what it's like to work for a national call center and the ins and outs of the industry.

How Can Data Privacy be Used to Improve Your Company's Customer Experience (CX)?

Advantage Communications

Modern customers expect high engagement levels and personalized experiences from the companies they do business with.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Bridging The Voice to Digital Gap in Omnichannel Journeys

LiveVox

How to Close the Voice to Digital Channel Gap At the 2020 Winter Customer Contact Week in Nashville, over 300+ brand leaders joined together to share, explore, and learn about the latest ideas and innovation helping businesses find solutions to omnichannel challenges.

56

OneCause Amplifies the Message by Switching to Talkdesk Enterprise

Talkdesk

Having a clear view, accurate results and predictive insights over the performance of its contact center is a crucial piece of any organization’s strategy.

Financial Industry Compliance Requirements: Scaling for Digital Communications

Noble Systems

Financial customers vastly prefer omnichannel communications. This year, 68 percent of banking customers are expected to be digital-only. This means that they will emphasize email, IMs, in-app communications, and yes, text messaging as opposed to in-person visits.

5 Tips for Practicing a Better Work Culture - The Abby Way Lifestyle

Abby Connect Virtual Receptionists

The Abby Way culture has certainly evolved over the years and I’ve been fortunate to have witnessed its evolution. Starting out almost 10 years ago, there wasn’t yet a name for it but I certainly felt its presence.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

How to Build Customer Rapport That Doesn’t Bore

ChurnZero

How to Build Customer Rapport That Doesn’t Bore. Every six months I begrudgingly visit the dentist. I sit under the florescent lights in the waiting room ruminating about my neglected resolution to floss each night and the impending pain I will soon endure.

SaaS 52

VIDEO: Managing a Call Center in 2020 | Jake Bush, First Contact: Stories of the Call Center

NobelBiz

Jake Bush, the guest of our second podcast episode, talks to our host about his experience in the call center industry - how he got into it after skiing, cooking, and film studies. He talked to us about the challenges and ups and downs of managing a call center right now.

Does a Modern Call Center Need a Digital Voice Solution?

ChaseData

For as long as there have been contact centers, these facilities have used traditional telephony as a way to communicate with customers. This only makes sense - everyone has a telephone of some kind in their possession or close enough to access easily.

VIDEO: Jake Bush on Brick-and-Mortar vs Virtual World

NobelBiz

This is First Contact: Stories of the Call Center. In episode 2, we talk with Jake Bush of INFOCU5 about his journey from helicoptering to skiing, cooking, film, and then becoming CEO of a call center company. The post VIDEO: Jake Bush on Brick-and-Mortar vs Virtual World appeared first on NobelBiz®.

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.

5 Compelling Reasons Why Your Company Needs Complaint Management Software

Wowdesk Blog

Nowadays, competition in the markets is at a peak and providing excellent customer experience has become a requisite for the success of every business.

VIDEO: How to Stay Focused on Business with Jake Bush

NobelBiz

This is First Contact: Stories of the Call Center. In episode 2, we talk with Jake Bush of INFOCU5 about his journey from helicoptering to skiing, cooking, film, and then becoming CEO of a call center company. The post VIDEO: How to Stay Focused on Business with Jake Bush appeared first on NobelBiz®.

XP Messaging

Concentrix

Learn what messaging can do for your business. The post XP Messaging appeared first on Concentrix. Fact Sheets Resources Fact Sheet

72

VIDEO: Jake Bush – the Journey of a Young Entrepreneur

NobelBiz

This is First Contact: Stories of the Call Center. In episode 2, we talk with Jake Bush of INFOCU5 about his journey from helicoptering to skiing, cooking, film, and then becoming CEO of a call center company.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.