Wed.Feb 12, 2020

5 Call Center Training Best Practices

Callminer

Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum.

The Consolidation Trend Will Further Hurt Quality in the Contact Center

Contact Center Pipeline

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors.

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How to Onboard a New Employee More Efficiently

Guru

We all know that onboarding is important. It sets the tone for new hires and can make or break their experience at a company. It’s not surprising that during this ramp period employees are at the highest risk for turnover.

The Worst Thing That Happens Is Your Customer Loves You

ShepHyken

What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what!

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Our 10 (OK, 11) Favorite Sales Influencers of 2020

Integrity Solutions

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . by Will Milano.

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More Trending

Happy Valentine’s Day

Pipkins

There are so many Valentine’s Day legends and myths floating around the Internet. In ancient times, for example, the first bird a woman saw on Valentine’s Day revealed characteristics of the man she would marry.

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What are Customer Service Skills?

Customers That Stick

What are some key customer service skills? I’ll give you three that are more specific than just “good communication” or “empathy” and are crucial for any person working with customers. Active Listening. First is active listening.

Better Together: Playvox QA and Salesforce Service Cloud

PlayVox

Playvox quality assurance software is now available on the Salesforce AppExchange , offering Salesforce Service Cloud customers the ability to enhance their customer service capabilities quickly and easily. Playvox Updates

A Guide for B2B Community Managers Everywhere

inSided

Here at inSided, we talk a lot about online communities and the benefits they bring to SaaS companies looking to reduce churn, increase retention and boost customer engagement.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

How to Improve Digital Customer Experience in Banking

REVE Chat Blog

Customer experience has reached a level of paramount importance in recent years, and customers no longer view their experiences in an industry-silo. Instead, they compare their experience to leading firms in other industries. .

The History of the Telephone

Abby Connect Virtual Receptionists

The date was March 10, 1876, and the Scottish born American inventor, Alexander Graham Bell, was hard at work on his latest invention when a breakthrough with "the instrument" he was working on occurred. "Mr. Watson, come here - I want to see you!"

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5 Reasons the workforce is changing

Liveops

5 Reasons the workforce is changing. Things change. Fashion, technology, diets – we are surrounded by change every day of our lives. So there is no surprise that the workforce today looks different than it did a decade ago, or even a few years ago.

What is Voice as a Service (VaaS)?

NICE inContact

If you’ve been a part of the cloud communications industry over the last 10 years, you’ve no doubt come across the acronym for as-a-service (-aas).

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Testing-Content-Locker

C3Centricity

We need to better understand shoppers. Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%.

5 Considerations For Your B2B CX Program In 2020

Satrix Solutions

This article was originally published by Gainsight. Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers.

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Customer Experience Examples from Lyft: 7 Ways The Company Soared to the Top of Charts and Gained a Loyal Following [Monthly Brand Crush Post]

SharpenCX

In the eyes of your customers, only 12% of brands have made significant improvements to their customer experience over the past several years. Companies race to outpace competitors, but it seems fewer do so with customers (not dollar signs) on their mind.

Unlocking customer insight with technology

Eptica

Date: Wednesday, February 12, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI Unlocking customer insight with technology. Published on: February 12, 2020.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

3 steps to infusing AI in the contact center

Talkdesk

Crawl-walk-run, introducing three specific ways to improve your contact center. Crawl: How can we enhance IVR performance?

Introducing SYKES Quarterly Newsletter

Sykes

With our inaugural issue complete and subsequent issues already in the works, we’re pleased to announce the launch of SYKES Quarterly!

The 5-Point Customer Experience Health Check for Contact Centers

pindrop

The 5-Point Customer Experience Health Check for Contact Centers. Often when thinking about customer experience most of the thought is dedicated to the online experience, but what about the contact center?

Introducing SYKES Quarterly Newsletter, New Thought Leadership Newsletter

Sykes

With our inaugural issue complete and subsequent issues already in the works, we’re pleased to announce the launch of SYKES Quarterly!

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

When you build your community, if you know where to focus your initial efforts, you'll be able to set yourself up for success and future growth. Setting your objectives correctly will allow yourself and others within your organization to leverage your community to meet your overall business objectives. In order to establish this type of robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them.

6 Ways Banks and Financial Institutions Can Better Manage Complaints

Wowdesk Blog

Banks and Financial Institutions play a great role in everyone’s life. They offer plenty of services that help in the efficient running of the economy, offer finances to business owners for their expansion and growth, enables the public to deposit money and avail other financial services, and more.

Napping at Work, Is It the Next Office Perk?

CSM Magazine

In Spain, it’s practically mandatory to enjoy a siesta each day. You see, they were smart. They realized early on that after eating lunch, your body becomes lethargic and won’t be of much use anyway.

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CXNext Live: How Spartan Race Takes CX from the Digital World to the Racecourse

Bold360

Most CX strategies don’t require getting in the mud, literally. Not so with Spartan, creators of obstacle course races worldwide.

How to Inspire Your Team to Achieve a Better Customer Experience

CSM Magazine

Too many businesses still believe they are selling products, but this is no longer the case. What your team is selling today is service. Customers can go to various businesses, including online, to buy the same items you sell.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Outbound Call Compliance and Automated Dialing - Friends or Foes?

ChaseData

For outbound call centers, compliance with government regulations regarding consumer privacy and protection is essential. Noncompliance won’t just get your center into hot water - it can get your business shut down and land you in major legal trouble.

How Chatbots Are Your CX Missing Link

CSM Magazine

Successful eCommerce depends on giving customers a pleasant experience from the homepage to their shopping cart, which can be tough to manage. Sourced from needle.com.

Expansion Selling: A Proactive Data-Driven Strategy Framework

CSM Practice

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells.