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.

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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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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

4 Reasons Every Small Business Needs A Top Answering Service

Ambs Call Center

What does it take to provide top-notch customer service over the phone? It’s far more than you might think. A happy voice and a pleasant greeting isn’t nearly enough. Customer service reps need to be prepared to answer any and all sorts of questions about your company and service.

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.”

All-in-One and up in the Cloud

Integra

We believe you need to have only one system in order to manage all your interactions and keep your data safe and accessible. This and much more with uContact. The post All-in-One and up in the Cloud appeared first on Contact Center Software - Integra CCS. Integra's Blog

? 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

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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.

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.

The retail spillover in healthcare

TELUS International

Trends

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

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.

Introducing Self-Scheduling for Frontline Employees

Calabrio

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom.

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.

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

PlayVox

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

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.

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.

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%.

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.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

More Growth, More Human Impact

Hero Digital

We thought that agencies, holding companies, and big system integrators were stale, and that the world needed something different – a purpose built experience company that could not just inspire the CMO, but help turn their vision into reality. We were right about that, and the company has been on a meteoric growth path ever since. While our strategy was sound and our team has worked harder than any I have ever seen, we were also blessed with good luck in the early years, which never hurts.

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.

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

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.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.