Tue.Sep 10, 2019

8 Famous Steps For Resolving The Customer Complaints

Dialer 360

If a customer is angry or irritating with your service, best service may help them. A call center may support to turn into loyal customers. One of the necessary for different companies and their success is customer satisfaction.

Turnover… But Not the Good Kind

Contact Center Pipeline

The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer… freshly picked wild blueberries wrapped up in puff pastry and baked to a flaky golden brown. Yum yum!

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How to Be an Authentic Customer Service Leader

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites.

Why Your Customer Service Strategy Should Include Online Chat

Fonolo

You’ve probably already noticed: There is a major shift towards messaging in the customer service game. While call centers remain important, many brands are moving towards online conversations with customers over SMS, social media, and live chat. Need proof?

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Do You Really Care About Customers, Or Just Their Needs?

Chip Bell

The bank promises your account will be secure, the hospital pledges to be clean and the flight is guaranteed to land in the right city. They all care about customers, right? Or, are they caring about their core offering, not its recipient? When organizations promise “customer care” are the promises like ones you’d make to your daughter or grandson or one more like a city promises its citizens?

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Amazing Business Radio with Steve Farber

ShepHyken

Love in Business. Doing What You Love in the Service of Customers Who Love What You Do. Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success.

Customer Satisfaction Continues Declining

Beyond Philosophy

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK.

Customer Self Service – What the Future Holds

TechSee

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason.

The Future of Customer Service: 12 Trends to Test in 2020

Nextiva

The future of customer service could mean the future of your business. 77% of customers are “fed up” with bad customer service, and 91% of consumers only buy from brands they trust. That means poor customer service leads to lost customers and lost revenue.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Finding the Right Self-service Mix in Your Contact Center

NICE inContact

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice.

How to Calculate Customer Lifetime Value

Totango

To succeed as a subscription or recurring revenue enterprise, you need to adopt a customer-centered approach. Instead of focusing just on the acquisition of new business, you have to prioritize retaining and nurturing existing customers.

10 Chat Support Job Responsibilities: What You Need to Know About Providing Live Chat Support to Your Customers

UJET

Mobile devices have changed consumer’s daily habits. Millennials spend an average of 5.7 hours on mobile devices with Generation Z averaging 11 hours according to ZDNet. Mobile devices are used for media consumption, communication, and entertainment.

Exceeding open enrollment goals with outsourcing

TELUS International

Outsourcing

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How Call Center Artificial Intelligence is Transforming the Industry

Stafford Communications

How Call Center Artificial Intelligence is Transforming the Industry. Artificial intelligence (AI) is having a major impact in many industries, including call centers.

The Customer Support Stats You Need to Know When Creating a Strategy

Guru

A great customer support experience can be the difference between a one-time customer and a customer for life. How can your team maximize the chances of a return customer? Here are the stats to keep in mind as you craft something that can work for you. customer support

It’s back to school with IUPUI partnership

Customercount

CustomerCount® has been named as an Industry Partner for the Computer Science Industry Partnership Program (CSIPP), which is part of IUPUI’s Department of Computer and Information Science in the Purdue School of Science. Continue reading → The post It’s back to school with IUPUI partnership appeared first on CustomerCount. Press Releases Computer Science CSIPP IUPUI Purdue School of Science

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Unlock the True Value of Your Business Relationships

Strikedeck

Vincent Manlapaz, in an interview with Steve Tran (VP Customer Success at DemandStar), talks about the importance of treating your customers like an extension of your family. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

The Customer Relationship Renaissance

ConvergeOne

Who owns the customer relationship in your company or organization: Marketing, Customer Service, or IT? Fifteen years ago, the answer was clear: Customer Service, period. Over time, the answer has become murkier.

New Apple iOS 13 Feature: Silence Unknown Callers

Quiq

Share This Story. Announced in June and being released in early September, iOS 13 is Apple’s next operating system for iPhones and iPads. Features include a Dark Mode, a Find My app, a revamped Photos app, new Siri voice, updated privacy features, new street-level view for Maps, and more.

3 Ways Amazon Connect Enables a More Personalised Customer Experience

Connect Managed

Customers no longer accept impersonal, monotonous customer interactions. Instead, in an increasingly connected age, customers demand a customer experience that reflects a deep understanding of the customer’s needs and wants as well as their history with your company.

When Real-Time Customer Experience Isn’t Enough

Squelch

This article, “ When Real-Time Customer Experience Isn’t Enough ,” was originally published by MarTech Advisor on August 26, 2019. Remember hearing when you were younger that the customer is always right?

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

3 Ways Amazon Connect Enables a More Personalised Customer Experience

Connect Managed

Customers no longer accept impersonal, monotonous customer interactions. Instead, in an increasingly connected age, customers demand a customer experience that reflects a deep understanding of the customer’s needs and wants as well as their history with your company.

Why remote workers love co-working spaces

JustCall

Remote work witnessed a rapid growth owing to several benefits. However, the most appreciated benefit was not to be working in a traditional office space. By and large, office spaces are not customisable to the whims and fancies of each employee.

New Apple Business Chat Feature: What is Apple Chat Suggest?

Quiq

Share This Story. It is that time of year again when technophobes are all abuzz with the latest Apple innovations. Every year, the second week of September becomes the week of Apple. This year, with the anticipation of the iPhone 11 and iOS13, appears to be no different.

Call Center Hiring: How to Hire the Right Employees

Stafford Communications

Call Center Hiring: How to Hire the Right Call Center Employees. One of the toughest challenges that call centers face is finding and retaining good employees. High agent turnover means more resources that must be spent on hiring and training, eating away at company profits.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

Use Sprint Planning to Define a Month’s Business Goals

VirtualPBX

One business planning style that’s become popular with fast-paced offices is called agile , which can involve sprint planning as a method of defining goals throughout a company’s calendar.

How to Proactively Engage Clients and Automate Your High Touch Service – A Success Story

ChurnZero

How to Pro actively Engage Clients and Automate Your High Touch Service – A Success Story . MineralTree is a payment platform that helps thousands of business automate their invoice-to-pay process.

Ouch! Is your PCI DSS solution a bad fit?

Eckoh

Imagine wearing a pair of flip-flops on a mountain hike? For contact centers, selecting the wrong PCI DSS compliance solution can prove just as uncomfortable — and with painful consequences. Card-Not-Present crime is set to reach $7.2