Mon.Nov 18, 2019

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How to Turn Your Contact Center Agents Into ‘Rising Stars’

Transparent BPO

Nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders today. Yet, many centers place little time or value in cultivating leaders and often limit formal agent training to the initial two-week period — just enough to get them onto the floor. Then, when a leadership opening exists, management taps the best performer on the shoulder and says, “Congratulations.

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How to Create Incentive Plans That Work to Improve Employee Performance

CallSource Insights

Learn how to make incentive plans and types of performance-based incentive plans that work for employees. Incentive plans are used to give your employees something in exchange for doing specific, goal-oriented work. Though they could get confused, employee incentive plans are not the same as employee benefits. Incentive plans have entirely different desired outcomes and reasoning behind why you should create them and how they work.

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Six Ways to Improve Online Customer Service

CSM Magazine

In today’s age of technology, the businesses that can offer effective online customer service will undoubtedly be the ones to thrive. However, virtual transactions pose a host of challenges in the service realm. If you want to step up your online customer service, we have six options to consider. Automate Transaction Follow-Up. When customers shop online, they want the process to be as fast and trouble-free as possible.

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Customer Support Trends and Predictions for 2020

UJET

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How to Take Action on CSAT Feedback

GetFeedback

Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen–not just money, but respect.”. Those words could not be truer when it comes to customer experience (CX) and to your business. . Listening (to customers) is one of the most powerful tools in your toolbox. As Harvey says, you learn when you listen. You learn about the customer, about her expectations, about how well you’re performing against her expectations, about how your products and services he

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Concentrix Female Leaders Shine with Five Stevie Wins

Concentrix

Our Commitment to Women and Innovation Gets Recognized at the Stevie Women in Business Awards New York, NY – As part of its goal to be the greatest customer engagement services company in the world, rich in diversity and talent, Concentrix has a strong commitment to investing in diverse leadership across the globe. Concentrix creates. The post Concentrix Female Leaders Shine with Five Stevie Wins appeared first on Concentrix.

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Customer Service Training: Ideas, Videos & Programs

HelpCrunch

Customer service has evolved into a true science, and, like any other science, it requires training. On the other hand, products have become sophisticated and customers have become demanding – you just cannot handle a [ … ]. The post Customer Service Training: Ideas, Videos & Programs appeared first on HelpCrunch blog.

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Position Vacant: Aspect Telephony Systems Engineer

Call Design

Location. Sydney. The Role. The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. The role will also be responsible for end user training for telephony products.

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How to Take Action on CSAT Feedback

GetFeedback

A process map to take action CSAT feedback: how to transform, consume, and operationalize customer feedback collected via a CSAT survey. .

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Position Vacant: Aspect Telephony Systems Engineer

Call Design

Location. Sydney. The Role. The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. The role will also be responsible for end user training for telephony products.

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The Path To AI-Based Customer Service… That The Business Will Support

MicroAutomation

In the world of Customer Service, Artificial Intelligence (AI) is one of the hottest buzzwords of 2019, followed closely by Robotic Process Automation (RPA). True AI utilizes “models” that learn and adapt to customers, self-optimizing over time. Moving to AI is challenging not only from the technical perspective, but also from the business perspective as […].

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How Latency is affecting YOUR customers

Spearline

We live in an age of instant gratification and a constant 24/7/365 endless open demand for fast data and information to reach one another. Instant, straightforward communication is a massive want, and need, especially for the customer. You want your webpage to instantly load with all of its assets and graphics, you want fast communication when messaging one another.

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Last-Minute Tips for Ecommerce Success on Cyber Monday

LiveChat

Can you feel it, coming in the air tonight? It’s a big holiday season for retail. Bigger than 80’s hair. We hacked the mainframe and found the secret data – this could be The Trillion Dollar Season. Join LiveChat for a week of articles and videos dedicated to Black Friday and Cyber Monday. Sell better online and offline. Make it rain. Cyber Monday is just around the corner.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Why Call Center Quality Assurance becomes a Key Differentiator for Businesses?

Ameyo

You may have heard “This call will be recorded for monitoring and training purposes” if you’ve dialed a customer care number to find the answer to your query. And highly likely, you’ve walked past it, but, why do companies need to monitor the calls? Imagine a business that closes deals on calls. How would the … Why Call Center Quality Assurance becomes a Key Differentiator for Businesses?

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CXNext Live: Planning for 2020? 3 Ways to Leverage AI Across the Customer Journey

bold360 Blog

Many organizations are in the throes of their 2020 planning process, considering what their goals are for next year and where should they prioritize efforts. And with all the buzz around Artificial Intelligence technology, it’s no surprise many companies are considering ways to incorporate AI to improve performance. As you think about 2020 and beyond, consider these three areas where you can leverage AI across your customer’s journey.

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Why Call Center Quality Assurance becomes a Key Differentiator for Businesses?

Ameyo

You may have heard “This call will be recorded for monitoring and training purposes” if you’ve dialed a customer care number to find the answer to your query. And highly likely, you’ve walked past it, but, why do companies need to monitor the calls? Imagine a business that closes deals on calls. How would the … Why Call Center Quality Assurance becomes a Key Differentiator for Businesses?

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Stop sending our customers away

Eckoh

Not so long ago, we were excited about the amazing ROI that contact centers could expect from Web Chat. It hasn’t disappointed - the proof is out there. So what more can you expect once you can pay in chat too? Today, Web Chat has become such a popular engagement channel that it’s hard to think why any customer facing organization wouldn’t have one.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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All About Call Center Benchmarking

ChaseData

When you’re striving for success, it pays to compare your metrics to your own successes and failures in the past. This internal comparison is an important part of achieving success in the future - and ultimately, every company is its own biggest competitor. However, the impact and importance of actual competitors cannot be overlooked. Comparing your contact center’s success to its direct competitors’ is not only a good idea, but it is also necessary when it comes to creating a plan for continued

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Rethinking CX via Gig

Concentrix

Deliver future-proof CX by leveraging a gig workforce model. The post Rethinking CX via Gig appeared first on Concentrix.

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Why Customers Still Prefer Phone Calls

ChaseData

The modern call center is about so much more than calls. Numerous platforms allow contact center agents and their supervisors to connect with consumers and clients. This multichannel approach to communication has revolutionized the way that contact centers operate - and the way consumers feel about them. However, in the age of chatbots and SMS, it is important to remember the origin of call centers: phone calls.

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Top 5 reasons to attend Tropisueño during Dreamforce, San Francisco, starting tomorrow

Talkdesk

Tomorrow is taco Tuesday, tequila tasting and Talkdesk at Tropisueño We know that’s a lot of T’s, and we also know they are conversation starters. Sueño means dream in Spanish and four dreamy and informative days are what you’ll get visiting the Talkdesk VIP Lounge at Tropisueño during Dreamforce , November 19-22, 2019. Here is why you should be there: 1.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Stop Employees From Asking For Good Ratings

Customer Experience Matters

When an employee asks for a specific feedback score, it jeopardizes your Experience Management (XM) program. You need to stop this "gaming" behavior. The post Stop Employees From Asking For Good Ratings appeared first on Experience Matters.

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Spruce Up Your Customer Support This Holiday Season

Solvvy

The holidays are here and wish lists have been made. Have you been nice or naughty? If you’ve been nice, Santa and his elves are beavering away in their workshop trying to make your dreams come true. This time of the year is not only busy for Santa and his elves, but for everyone else trying to find the perfect Christmas gift for their loved ones.

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Realize miraculous NPS and CSAT gains

Robert Davis

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. We have all received surveys from companies we do business with asking us to rate our experience. Many times it is a Net Promotor Score (NPS) question like the one below: “On a scale from 0 to 10, how likely are you to recommend this company to a friend or colleague?”. The contact center is the front line where companies work hard to improve their customers’ satisfaction with their products and services.

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Mark Your Calendars: Empower 2020

Guru

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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How Customer Success Managers Can Organize Their Accounts to More Accurately Understand Account Behavior

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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Why we need Customer Satisfaction as part of Quality Assurance

Taylor Reach Group

By Turaj Seyrafiaan. More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. However, in most cases the effectiveness of the process is measured internally based on what the organization believes to be the right approach or behavior. This internally focused approach could be in conflict with what customers feel and experience.

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How Customer Success Managers Can Organize Their Accounts to More Accurately Understand Account Behavior

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.