Thu.Oct 03, 2019

Anatomy of a Successful Call Center Representative: Tips & Common Characteristics

Callminer

There are many characteristics that successful call center representatives share, some being more important than others.

Why You Need Personalized Customer Engagements

Totango

When you’re a customer, you don’t want to feel like just another face in the crowd. Customers want to know that you understand their unique business goals, even if you have vast numbers of subscribers.

How Omnichannel Is Revolutionizing Customer Service

Global Response

What Is an Omnichannel Experience? Omnichannel is a fully integrated customer experience across multiple communications methods. It recognizes that customers need options to get the best service experience. Omnichannel typically includes: Web more. The post How Omnichannel Is Revolutionizing Customer Service appeared first on Global Response. Global Response Blog Industry

Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Measuring Call Quality in Your Contact Center Using Workforce Management Metrics

Monet Software

Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center is to deliver a quality experience that lends itself to an increase in customer satisfaction.

More Trending

Learn to Log Calls in This Google Sheets Zapier Tutorial

VirtualPBX

VirtualPBX is excited to extend its Zapier integration to customers of all its Business Phone Plans. This month, like with this Google Sheets Zapier Tutorial, our blogs will focus on the basics of application connections so you can get started with your own projects.

? New Seasonal Drinks, Healthcare Pilots, and Forecasts

Branch Mesenger

A Note From The Editor ??. ? McDonald's announces first seasonal drink in more than 5 years with Cinnamon Cookie Latte. ??Walmart Walmart to test programs for U.S. workers to cut its healthcare costs. ??Here’s Here’s a map of the Forever 21 stores that could close by the end of the year. ??How

Inspiring a new type of call center workforce

TRUSTID

With Millennials soon making up half of all call center workforces, organizations need to plan how to train, inspire and retain telephone agents in an industry where the average turnover rate is an astonishing 33%.

Conversational AI: Your Best Agent (every time)

Interactions

Traditionally, automation has seemed like the next-best option to a live representative. It’s something that call centers needed in order to handle large call volumes, but it was not necessarily something that was embraced.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Latest JAA Podcast - Robocalls and Restoring Trust to Telephony

Jon Arnold

I’ve been remiss about publicly sharing our Watch This Space podcasts after newsletter subscribers get exclusive access, so there’s two things you should know on that front.

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Modernizing Your Credit Union: 4 Key Trends to Watch in the Next Year for a Better Member Experience

SharpenCX

Some 78% of financial executives think their work is going to change over the next five years because of new digital business trends. Members expect to interact with a credit union the same way they order groceries or toilet paper.

The retail spillover in healthcare

TELUS International

Trends

Playvox Launches Customer Service Industry's First Complete Agent Optimization Suite

PlayVox

SUNNYVALE, Calif., October 3, 2019 (Newswire.com) - ???????Playvox,

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.

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be risky ?— especially when building your initial program. In the beginning, your best chance at success is to partner with an organization that has done this before, is an expert in VoC, and can help you get off to a good start.

Using AI to Assess Identity Risk and Treat Good Customers Better

Whitepages Pro

The democratization of artificial intelligence has had a dramatic impact on how businesses approach identity risk. Prior to its introduction, there were already an influx of data points streaming into digital businesses, from site behavior, to device IDs, to digital signatures like IP addresses. Traditional rules-based approaches to onboarding customers were overwhelmed by new access to data. Artificial intelligence, then, through the adoption of machine learning, became a needed tool.

Welcome to the new world of self-scheduling for frontline employees

teleopti

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM.

Is there new life for the IVR in the cloud? You bet.

Nuance

Alexa—play my ‘Please don’t put me on hold again’ playlist When they’re finally gone, will you miss those rickety, old-school IVRs? No, me neither. Most traditional IVRs deliver a pretty underwhelming customer experience—and that needs to change.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Modernizing Your Credit Union: 7 Key Trends to Watch in the Next Year for a Better Member Experience

SharpenCX

Some 78% of financial executives think their work is going to change over the next five years because of new digital business trends. Members expect to interact with a credit union the same way they order groceries or toilet paper.

Are You Prepared for Unpredicted Spikes in Call Volume? [Webinar]

Fonolo

After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.”

September Writing Roundup

Jon Arnold

Another month, and another batch of writing - but also a batch of podcasts. I don’t usually include the latter in these roundup posts, but they’re another form of content in my mix of services. I’ve been doing a fair number of them lately, so I might as well include them here in case you missed them earlier. Choosing the Right Partner for Cloud Services , Toolbox.com, Sept.

Using AI to Assess Identity Risk and Treat Good Customers Better

Whitepages Pro

The democratization of artificial intelligence has had a dramatic impact on how businesses approach identity risk. Prior to its introduction, there were already an influx of data points streaming into digital businesses, from site behavior, to device IDs, to digital signatures like IP addresses. Traditional rules-based approaches to onboarding customers were overwhelmed by new access to data. Artificial intelligence, then, through the adoption of machine learning, became a needed tool.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

6 Key Benefits of Retail Contact Center Outsourcing

Working Solutions

Are you losing customers because of subpar service? If you’re not working to offer the best possible customer experience (CX) to the people who shop with you, that may indeed be the case. Especially in retail, people demand fast, efficient and knowledgeable customer service—and if they don’t get it from you, there are plenty of […]. Call Center Outsourcing Retail Seasonality

Contact Center Pipeline Magazine: Inside Our October 2019 Issue

Contact Center Pipeline

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so many things based on our organization and mission. Please check out the 12 commonly used KPIs in Susan’s feature article.

The Boring Benefits of Live Chat: Ignore These at Your Peril

bold360 Blog

Live chat is, well, boring. A decade ago, it was exciting; a new way to engage with customers. A way that delivered an excellent experience and was super-efficient. A way that offered experiences you couldn’t have any other way – co-browsing, file transfer, and integrated remote control. A way that provided reams of textual data that could be mined to discover ways to delight customers and convert them to lifelong advocates. Flash forward to today’s reality.

Abby Connect Named 2019 Leader in Receptionist Services for 3rd Year in a Row

Abby Connect Virtual Receptionists

Did you know that 85% of new callers hang up when they reach a voicemail ? With Abby Connect Live Receptionists, you'll never miss another opportunity to grow your business over the phones again! Team Abby

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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.

How Next-Generation Knowledge Management Drives IT Business Innovation

Guru

There’s a massive disconnect between what executives and IT leaders think the function of corporate information technology should be, and what it actually is.

NeoNova: ‘CXone Cloud Contact Center Platform Has Been a True Game Changer for Our Business’

NICE inContact

Today, NeoNova’s 180-or-so agents working in three contact center and remote locations provide support and technical help—upwards of 75,000 phone, email and chat interactions annually— for rural customers of its regional internet service provider clients.

Join the Revation Team at NCUCCC 2019

Revation Systems

Is your credit union looking for a secure contact center solution that can offer your members with the service they need 24/7/365?