Tue.Feb 18, 2020

Quickly Solve Service Problems with Five Whys

Toister Performance Solutions

New hires were struggling in the contact center. The reason was a mystery to the customer service leader. Her company had a comprehensive training program, a dedicated trainer, and supportive supervisors. Yet it was taking new employees too long to get up to speed.

Noise in Contact Centers and ROI

SoliCall

Most of the contact centers are very noisy. The noise usually contains human voices like the speech of agents sitting in the background or the voice of the supervisor giving instructions.

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Why Marketers Make Great Customer Success Managers

Strikedeck

Jamie walks through four reasons why she thinks that Marketers make great Customer Success Managers. Customer Success Customers Onboarding saas value realization

Amazing Business Radio: Claire Sporton

ShepHyken

The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton.

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.

Meet Lori Bocklund: Our February 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations.

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Alorica Recognized As One Of The Best Customer Experience Providers For The Sixth Year In A Row

Alorica

IRVINE, Calif. – (Feb. 18, 2020) – Alorica Inc., a global leader in customer experience solutions, today announced it has earned a spot on the 2020 Best of The Global Outsourcing 100 (GO100) list for the sixth consecutive year.

What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience?

DMG Consulting

Question: What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience?

How to Start a Side Hustle

VirtualPBX

We’re glad you’ve reached the VirtualPBX blog today in search of information about how to start a side hustle. Today we’d like to share with you some information about how you can establish your budding business with the proper communications tools.

Opentalk 2020 goes vertical

Talkdesk

Learn from the industry’s best. What do the world’s leading luxury concierge service, an apparel brand with a mission to help those in need, and one of the fastest-growing digital mortgage companies have in common?

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.

Why the Gig Economy and Customer Service Go Hand in Hand

CSM Magazine

Roger Beadle, CEO at Limitless explains why agile customer service models are needed and how businesses can take advantage of the gig economy to improve their customer experience.

3 ways to Turn Around a Bad Customer Experiences

Nicereply

It’s important to have an easy-to-remember framework that you can fall back on when bad customer experiences occur. If you work in customer service, I’m willing to bet that dealing with unhappy customers is not your favorite part of your job.

DR/BC Plans to Mitigate the Impact of Pandemics on Contact Centers

DMG Consulting

DR/BC Plans to Mitigate the Impact of Pandemics on Contact Centers. As the Coronavirus and the heightened risk of a pandemic fills the news headlines, service organizations must be prepared to keep operating if their region is stricken. Many companies have disaster recovery (DR) and business continuity (BC) plans to address the ability to operate if a major disruption were to occur.

Concentrix Named in IAOP Global Outsourcing 100

Concentrix

CX powerhouse named for best of Global Outsourcing for 12th year Concentrix has been named to the IAOP 2020 Global Outsourcing 100, which recognizes the world’s best outsourcing service providers and advisors.

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.

In 2020 and Beyond, the Cloud Is Here to Stay

Serenova

In our annual trends report , cloud-based contact center-as-a-service (CCaaS) was one of the six critical contact center trends for 2020. Let’s look further at why industry analysts and contact center leaders agree the cloud is here to stay. The Cloud Enhances Customer (and Agent) Experience.

VIDEO: Jake Bush on Early Lessons from the Call Center

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.

Why Understanding Last Year’s Holiday Shopping Season Is Essential for the Year Ahead

Working Solutions

Last year’s holiday shopping season is officially over and in the books. Like most retailers, you’re now firmly focused on the year ahead, as you should be. But remember—a big part of how well you perform this year depends on how well you apply the lessons learned from last year.

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Why you should measure your Customer Effort Score

Customercount

In a time when customer loyalty is so important the Customer Effort Score determines how much effort do customers have to put in to do business with you. Continue reading → The post Why you should measure your Customer Effort Score appeared first on CustomerCount.

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 Solve Cash Flow Issues with Public Cloud

ConvergeOne

A business process outsourcing (BPO) provider with 5,000 global agents was primarily focused on customer experience and contact center outsourcing for large companies. Like many in its industry, the BPO ran on very tight margins and wanted to move away from spending capital money.

Matching Public Utilities to Contact Center Self-Service

ChaseData

Today’s consumers are increasingly fond of self-service.

5 main tactics to improve contact center service level (part 1)

Injixo

Improving call center service level can have a huge impact on your service quality. It can positively affect the reputation and the overall bottom line of your business. Service level is an important KPI for your contact center.

Contact Center of the Future Part 4 - Payments

Eckoh

How will customers make purchases via the Contact Center of the Future? In the fourth part of our series, Ashley Burton, Head of Product at Eckoh, examines what's ahead for payments.

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.

Cisco Brings the Power of the Cloud and AI to Contact Centers with Release 12.5

Cisco - Contact Center

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need to modernize my customer and agent experiences to remain competitive.”. “I

Alorica Recognized As One Of The Best Customer Experience Providers For The Sixth Year In A Row

Alorica

IRVINE, Calif. – (Feb. 18, 2020) – Alorica Inc., a global leader in customer experience solutions, today announced it has earned a spot on the 2020 Best of The Global Outsourcing 100 (GO100) list for the sixth consecutive year. The annual list, presented by the International Association of Outsourcing Providers (IAOP), identifies the world’s best outsourcing service providers. Source. Press Release

The Beauty of Simplicity

Topdown

Customers no longer have to drive to brick and mortar stores as often. They’re online interacting with multiple platforms. The challenge for many businesses is in balancing the need for meeting customer demand with profitability, where digital transformation puts businesses ahead of the game. Customer Experience Customer Communications INTOUCH Digital Experience Employee Experience Digital Transformation

Alorica Recognized As One Of The Best Customer Experience Providers For The Sixth Year In A Row

Alorica

IRVINE, Calif. – (Feb. 18, 2020) – Alorica Inc., a global leader in customer experience solutions, today announced it has earned a spot on the 2020 Best of The Global Outsourcing 100 (GO100) list for the sixth consecutive year. The annual list, presented by the International Association of Outsourcing Providers (IAOP), identifies the world’s best outsourcing service providers. Source. Press Release

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.