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.

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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 […].

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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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.

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 Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Concentrix Stands Out as a Leader with Star Power


The post Concentrix Stands Out as a Leader with Star Power appeared first on Concentrix. 2019 News Press Release


Portfolio Assessments and the Future of Grades


Are letter grades here to stay? For 200 years, teachers have been using letter grades as the primary method for recording student progress in the classroom. But how and why is it that grades came to occupy such an important position in the lives of educators and students?

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


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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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

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.

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, [ … ].

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.

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.

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.

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.

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.

5 Keys to Exceed Customer Service Expectations in the Digital Age


Today’s digital customers expect companies to offer a top-notch customer service experience as delivered by leading companies such as Amazon and Nordstrom. They want a quicker and efficient resolution to their issues.

Marcadores: Preview, Progresivo


Una gran pregunta que se está haciendo, no solo en los centros de llamadas sino también en los equipos de ventas, es cómo aumentar la productividad y la eficiencia. Aquí es donde intervienen los marcadores.

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Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Personal Interview with Ron Kaufman and Rohit Bassi

Up Your Service

A deeply personal “RAW” interview with Ron Kaufman and Rohit Bassi explores the history of Ron’s work and play around the world. Includes stories never before shared on Ron’s family, education, travel, devotion…and love.

Customer Contact Week: Three Characteristics Every Customer Experience Should Have


Formerly known as Contact Center Week , the appropriately rebranded Customer Contact Week lived up to its name by putting customers and the customer experience at the forefront of every discussion this year.

5 tips for managing the increasing volume of customer queries


Date: Wednesday, July 10, 2019 Author: Pauline Ashenden - Marketing Manager 5 tips for managing the increasing volume of customer queries. Published on: July 10, 2019. Author: Pauline Ashenden - Marketing Manager UK brands find themselves responding to around 463.5

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.

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.

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.

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.


4 Ways to Engage Your Employees – Hit Your Goals Faster and Retain Your People

Vicki Brackett

TweetIf your employees aren’t engaged in your business, it can affect your customer experience, customer loyalty and cause employee attrition. This can ultimately affecting your bottom line. Here are some Continue reading. The post 4 Ways to Engage Your Employees – Hit Your Goals Faster and Retain Your People appeared first on Vicki Brackett. Uncategorized employee engagement employee retention leadership development top performing teams