Wed.Jul 10, 2019

Training Call Center Agents For The Unknown | Holiday Prep Series


The busy holiday season seems far off, but now is the right time to start thinking about how your call center agents will handle crazy call volumes. A lot of call centers hire more employees and seasonal workers to make the holiday buying season tolerable.

Statistics that Predict the Future of Customer Service

Return Customer

“The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.” ” Peter Drucker, better known as the father of management thinking, once gave us this beautiful gem of a quote.

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How to Calculate Outsourced Call Center Service Level and Why is it Important?

Advantage Communications

When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers.

What Signals Are You Unintentionally Sending Your Customers?


I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Four Ways to Get Utility Customers to Cut to the Point On Customer Service Calls (These Tips Help Control Calls In Any Industry)

Myra Golden Media

I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve.

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Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be Successful

Contact Center Pipeline

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive. The average cost to recruit, hire and train each new agent starts around $6,500 depending upon vertical. Poor hires mean higher […].

How MEC Put the Customer First During its Rebrand


Ah, the great outdoors. In Canada, we are blessed with an abundance of wildlife, majestic mountains, pristine lakes, and seemingly endless forests.

Leveraging Artificial Intelligence for CS

Kustomer Krew

Leveraging Artificial Intelligence (AI) within customer service operations helps companies control costs while improving their support game

High-Performance Agent Development in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Once agents move beyond your on-boarding process and their new hire learning curve, it’s time to focus on enabling their performance.

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!

10 Ways Technology Will Affect the Future of Customer Service

ProProfs Blog

What’s your impression of good customer service?Most Most businesses do their best to serve their audience in the most effective way possible. The customers demand greater efficiency, so businesses compete to deliver it.

The pros and cons of remote customer support


Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction. As a company grows, introducing new features, products, and services, they can find themselves facing an increasing number of support requests. The company might not be able to fill those roles fast enough.

How to Use a Welcome Email Campaign to Increase Customer Satisfaction


Beyond driving sales directly, welcome emails are valuable for the data they can provide about your customers. As in life, first impressions matter in email marketing—a lot.

Net Promoter Score: Pros and Cons


When managing any business, you need a steady focus that will enable you to grow the venture. You have to think about how you will increase sales and the best ways to do so.

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.

How video can increase customer engagement


Video is an incredible tool to attract, engage and retain new and existing customers. It's why CustomerCount chose video to share its message worldwide. Continue reading → The post How video can increase customer engagement appeared first on CustomerCount. News customer engagement video


6 Security Questions to Ask Your BPO Call Center


In today’s digitally connected world, having top-notch communication is essential for effective customer service. Customers expect top-notch service, which includes prompt response to their queries, or else they will move to your competitor.

Dialers: Preview and Progressive


A great question that is getting around not just call centers but sales teams generally is how to increase productivity and efficiency. This is where dialers step in.

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Chillisauce Transforms Their Contact Center Operations with Talkdesk to Deliver Event Planning Magic


My close friends and I always enjoy hanging out but often struggle with making a decision on what to do, where to eat, etc. We usually have a few options to choose from but tend to use the default response: “Doesn’t matter. I’m ok with anything.” Last summer, we went on a trip together to Hawaii.

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.

Best Call Monitoring Providers [2019]


Request Demo Talk to an Expert Contact Us Looking for the best call monitoring providers? We just made your search easier by gathering a list of the most popular call monitoring providers.


Tips for a Successful CSM Quarterly Business Review


In the world of sales, Quarterly Business Reviews (QBRs) are incredibly popular for forecasting, planning, and making sure that everything is running smoothly from an operations perspective.

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Rethinking digital transformation


Many companies struggle with digital transformation. It should be so easy, though – out with the old and in with the new, correct? Well, wouldn’t that be nice! We all know that this is not how transformation works.

Localization in Business: Providing the best Customer Experience for Global Customers


Localization, Internationalization, and Globalization Localization is a process of translating content, changing currency, pricing, and providing customer service to meet the linguistic, cultural, and legal requirements of a specific market. Internationalization, also known as i18n, [ … ].

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

Let’s Clean Up Our Vocabulary

Noble Systems

One of the earliest issues raised in the context of “robocall” processing was the inherent ambiguity of that term. The exact scope of a “robocall” still remains unclear, and even today different government agents (i.e., the FCC and FTC) have different definitions of that term. In the past, particularly in the context of analytics-based call blocking , we were saddled with a vocabulary that used inherently nebulous terms, such as referencing “illegal” or “legal” calls.

10 Pro Tips for Live Chat Customer Support


Live chat support can be tricky. But don’t worry, we’ve got your back—follow these 10 tips to always deliver an amazing customer service experience. Tools

New CX Metrics for Today’s Digital World

Bright Pattern

The customer experience (CX) is increasingly digital with over 95% of customer interactions starting on websites.

Keep up with these Customer Experience Trends to Stay in the Competition: 5 CX Trends that are Changing the Game


How often do you go back to a restaurant whose wait staff is lazy? What about if you had to wait two hours for your food? How likely are you to order clothes from a website if they don’t offer. Read More.

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.