Fri.Aug 23, 2019

Guest Blog: Omnichannel Customer Service – Why should you implement it in your business?


This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Six Ways to Improve e-Commerce Customer Service

CSM Magazine

The popularity of e-commerce has exploded in recent years, and with the increased demand has come increased competition from more companies offering online shopping options to their customers.

The Secret of Creating Loyal Customers

Beyond Philosophy

I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Reasons Why A 24/7 Call Center May Be Right For Your Business


It wasn’t too long ago that companies set the rules regarding when and where they did business. If customers wanted to buy a product or service, they had to get to the place of business during open hours or go without.

More Trending

SHAKEN/STIR and Its Impact to Call Center Operations


In the world of call blocking and labeling, one of the most talked-about anti-robocalling initiatives comes in the form of the SHAKEN/STIR protocol.

Back to School: Will Your Customer Experience Make the Grade?


As a parent, this is a time of mixed emotions for me. Summer is ending, the kids head back to school and the quickened pace of our family routine returns. Yet, driven by the schedules of two pre-teens, preparation for the unexpected is a must.

ChurnZero Leads G2’s Momentum Report for Customer Success Software


ChurnZero Leads G2’s Summer 2019 Momentum Report for Customer Success Software.

The Sales Enablement Stats You Need to Know When Creating a Strategy


Sales enablement is a crucial — and not always well-defined — role. So what do you need to know when creating a sales enablement strategy for your sales org? Here are the stats to keep in mind as you craft something that can work for you. sales enablement

Sales 62

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

The Impact of Data Regulations on Contact Centers


The need to comply with an ever-evolving set of data privacy regulations may seem onerous or cause companies to freeze in place, not knowing what steps to take next.

When Should You Close a Ticket? Evaluating Different Strategies to Increase Satisfaction


For support agents, ending the conversation with a customer can be a mixed bag. With some customers, the conversation just flows naturally, and a clear end happens organically. Other times, acquiring and sharing information can be a painful process.

B2C 57

How Banks Can Crack the Code on Employee Engagement

Integrity Solutions

Top performing banks are the ones who always seem to go the extra mile to deliver memorable customer experiences. The banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends. Part 3 in a blog series. by Donna Horrigan. Read Part 1 and Part 2.

6 Challenges for Subscription-Based Companies and How an Outsourced Call Center can Help

Advantage Communications

From Spotify, Amazon Prime, to daily newspapers and what we eat for dinner, subscription-based companies are a huge part of our lives.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Concentrix Wins Brandon Hall Group Award


Accolades presented in four categories Fremont, CA – Winners of the 2019 Brandon Hall Group HCM Excellence in Awards for Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Workforce Management and HR, Sales Performance and Corporate Initiatives were announced during an online webinar on Aug. 22, 2019. Concentrix won in four separate categories for demonstrating. The post Concentrix Wins Brandon Hall Group Award appeared first on Concentrix.

Sales 76

How to Track Social Media Visitors for ROI using Google Analytics

CallSource Insights

Learn how to properly measure and report social media visitors using UTM parameters for Google Analytics. What Sources does Google Analytics consider to be Social Media?

Content Guru and the Berkshire Community Foundation

Content Guru

The Redwood Technologies Fund focuses on transforming lives in Bracknell Forest. Since 2015, 20 grants have been awarded to the value of £30,207 from this fund, driving a range of initiatives in the community.

Q&A: Why It’s Time to Build a CS Ops Role in Your Organization


Q&A: Why It’s Time to Build a ‘CS Ops’ Role in Your Organization. . Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Project Kick-Off Meetings Done Right – What You Need to Know

CSM Magazine

There are few times in life as stressful as the moment right before you launch a new project. Remember that time your in-laws were coming to stay and you left clearing out the guest bedroom until the literal last minute?

5 Reputation Management Tips for Local Businesses

CallSource Insights

Local business owners need a sterling reputation just as much as any service or product with a household name. The perceived quality of your business is equally as important as the quality of your services.

How to Create a Conference Call with Java


In this tutorial, you will learn how to initiate a conference call to connect multiple people who phone into a number. The example code is on GitHub.

5 Ways to strike the right balance: Occupancy and Shrinkage


In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage. . Utilising agent time in the contact centre is rather like finding the right KPIs.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How HoduPBX Software Helps Business Engaged in IP PBX Software


That businesses benefit by switching over to IP-PBX software is proven beyond doubt. Even those engaged in providing VoIP services and ITSPs can grow their business by using IP PBX software with the right set of features.

voip 52

How to kickstart a customer experience program


Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. The challenge is in doing so consistently and seamlessly across your organization. An effective customer experience program can help with just that.