Wed.Jan 22, 2020

Are Your Agents Powerless? Absolutely Not.

PlayVox

In the customer service world the importance of having a clear view of resources is on an equal platform for managers, team leaders , and even for agents. Customer Experience CX Culture

Why Contact Centers Can't Scale with Salesforce Knowledge

Unymira

Knowledge management is a key ingredient of effective and successful customer service. But transforming information into knowledge is tough. As customer service needs steadily grow, many Salesforce Knowledge users find their specific contact center requirements outgrowing the tool’s features.

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Is Customer Service Dead?

Customers That Stick

Is customer service dead? Absolutely not! . Customer service is not dead, but it is changing. Part of that change is that we now look at the broader concept of customer experience, which is that overall journey a customer takes with a business or brand.

Batteries Included

ShepHyken

“There are two kinds of people: Batteries Included and Batteries Not Included.”. That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name.

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!

Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.

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A Discussion with UJET’s Chief Revenue Officer Darcey Harrison

UJET

We’re thrilled to welcome Darcey Harrison as our new Chief Revenue Officer. Darcey joins UJET with a long and prestigious track record of success across both software and hardware technologies including Markforged , Cisco Meraki, and Bank of America.

Two Surefire Mistakes to Avoid

Taylor Reach Group

By Colin Taylor. When working to deliver good customer service, there are many tactics you shouldn’t employ even though on the surface they may look like they fit the bill of improving customer service and supporting your limited budgets.

5 Effective Methods to Identify and Meeting Customer Needs

REVE Chat Blog

Most of the businesses focus on innovations and fail to align their brand with customer needs. Businesses that are customer centric focus on identifying customer needs to build the best suitable products and services to create great value for customers.

200 Patents in 100 Days: How Talkdesk Is Scoring at the Innovation Game

Talkdesk

Artificial Intelligence (AI) has been on the rise since its first emergence 50 years ago. What was initially just a theory is now becoming a game-changer across all industries.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Did You Avoid Contact Center Payment Fraud This Holiday Season?

Noble Systems

It was yet another booming holiday season, with total sales projected to exceed $1 trillion USD for the first time in history. All of this spending was accompanied by yet another seasonal trend – an increase in shoppers making purchases and inquiring about orders over the phone.

CXNext Live: Good Employee Engagement = Good Customer Experience

bold360 Blog

You’ve heard it before: happy employees make happy customers. But what are you doing – really doing – to support the employee experience (EX)? Many companies over-index on investing in customer experience (CX) compared to EX. At first glance, this seems like a no-brainer.

ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration

ChurnZero

ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration. ChurnZero’s integration with Zendesk brings the Customer Success and Support teams closer together than ever before. .

Why Digital Customer Service is the New Marketing

NICE inContact

If orange is the new black and 40 is the new 30, then digital customer service is the new marketing. Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Customer Experience Using the NICE inContact Platform

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Bentley Double Downs on Customer Success with Totango’s New Dynamic Assignment Solution

Totango

This week, Totango launched Dynamic Assignment , a new innovation that taps into a fluid group of specialists throughout the enterprise and matches their expertise with the specific needs of customers.

Announcing our Best-In-Class Glossary of Contact Center Terms

NICE inContact

To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary! Call Center Best Practices Contact Center Trends & Insights

The contact center monthly performance review by Robert C. Davis and Associates: A brief look at each step in the process

Robert Davis

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Here’s the third in our series of posts on monthly performance review (MPRs) in contact centers ( first post , second post ).

We’re Heading to Nashville for Customer Contact Week 2020

Serenova

The Serenova team is preparing to kick off a busy 2020 events season. First stop: CCW Nashville January 28 through 31.

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.

The contact center monthly performance review by Robert C. Davis and Associates: A brief look at each step in the process

Robert Davis

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Here’s the third in our series of posts on monthly performance review (MPRs) in contact centers ( first post , second post ).

“Different People Value Different Things” Ron Kaufman on The Four Categories of Value

Up Your Service

Transcript of “Different People Value Different Things”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. The action steps you design and take are intended to create more value.

CRM 52

We’re Heading to Nashville for Customer Contact Week 2020

Serenova

The Serenova team is preparing to kick off a busy 2020 events season. First stop: CCW Nashville January 28 through 31.

12 of the Best Ways to Increase Customer Retention and Repeat Purchases (Updated July 2019)

Strikedeck

Shane talks about how to help your business succeed and increase customer retention. Customer Success Customers Onboarding saas value realization

How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

Teliax Expands Cloud Offerings With New Services From QuandaGo

CSM Magazine

Official global partner to deliver the QuandaGo connected exp erience platform with Contact Center, Process Automation and Knowledge Management services.

APIs 52

Hiring a Front Range-Based Marketing Intern

Language I/O

Webinar: Unleash the Full Potential of Your Support Agents

CSM Magazine

We entrust agents with two of our most precious assets every day – our customers and our brand. So, it’s vital they are equipped with the right tools and customer insights to resolve ever more complex issues on every channel.

Best of Enterprise Connect Award Program - Are You In?

Jon Arnold

Got a timely shout-out to share about Enterprise Connect 2020 , which is a bit later than usual - at the end of March - but in its usual habitat of Orlando. The main thing is to draw your attention to this awards program.

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.

Challenges That Manufacturers Face and How Small Industrial Robots Can Be of Help

CSM Magazine

Implementing industrial robots within a manufacturing setting can be an arduous task. There are various logistical and financial factors to consider before you can leverage a robot to automate your operations. Small industrial robots are designed to execute a vast range of tasks.

Does Your Center’s Quality Monitoring Need a Tuneup?

ChaseData

Your call center agents make or handle dozens or even hundreds of calls each per day. They speak to thousands of consumers in total during each shift; their work is the backbone of what your center does.

Telemarketing Practices to Avoid Your Getting Numbers Flagged

Calltools

Being flagged as “spam risk” or “scam likely” is a risk for all companies that use outbound calls as part of their marketing strategy. Once your calls start getting flagged in this way, connecting to leads becomes harder than ever.