Mon.Feb 10, 2020

Call Center Floor Rules

Callminer

The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls.

Your Path to Better Accounts Receivable Management

ChaseData

Debt collection is a challenging profession to work in. Your agents speak to people every day who would probably rather not hear from them. They are seen as an aggressor or a “bad guy”, despite their training in managing exchanges politely and professionally.

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

Interview With CX Ambassador Graham Clark

GetFeedback

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. This month, a few members of our team — including yours truly — had the privilege of meeting, Graham Clark, one of our CX Ambassadors, at his place of work: B Cellars Vineyards and Winery in Napa, California.

Meeting Customers Unmet Needs, The New Imperative for 2020

Beyond Philosophy

Beyond Philosophy did research late last year with our clients and within the marketplace to sort out what business wants in the next decade. The results showed the mantra in business today is growth.

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.

5 Top Customer Service Articles For the Week of February 10, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

B2C 190

More Trending

Cisco Collaboration and Contact Center Analyst Events - Quick Pix

Jon Arnold

Last week was quite the blur with back-to-back industry events, and am chairing another one this week. As such, time is short, and for now I can only manage to share a few photos from last week’s Cisco double-header in San Jose.

Contact center quick laps by Robert C. Davis and Associates: Validation is key

Robert Davis

A four-part series: Part 1 | Part 2 | Part 3 | Part 4. By Brad Baumunk , President and COO, Robert C. Davis and Associates . Robert C. Davis and Associates’ quick laps with a purpose model can be a powerful tool for your supervisors.

5 Best Customer Service Software for Small Business

HelpCrunch

The best customer service software must be affordable and offer much for its price. Check these 5 solutions. The post 5 Best Customer Service Software for Small Business appeared first on HelpCrunch blog. Comparison Customer service

Contact center quick laps by Robert C. Davis and Associates: Make the most out of time with your team

Robert Davis

By Brad Baumunk , President and COO, Robert C. Davis and Associates. Recently I attended a client quarterly business review. Each quarter, they choose one of the contact center locations for the meeting, and we get time to observe leadership in action.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Proceed With Caution: When Algorithms Become Sexy

Pipkins

Yes, Pipkins has been court ordered to supply a warning to contact center managers who are using our workforce management products.

Call Recording for BPOs: What you Need to Know

OrecX

BPOs have among the highest agent turnover rate in the contact center industry. This issue can cause significant cost pressures to the customer service organization as it can cost upwards of $7,000 to on-board and train a new agent. And when they leave, all of that learning and knowledge is lost.

APIs 76

Which is Better: Net Promoter Score® or Customer Satisfaction

Genroe

We performed some Net Promoter Score comment coding work for a successful Australian health fund called nib health insurance. At the time nib had recently de-mutualised and was very focused on providing its customers with the best levels of service possible.

52

Excellent Customer Experience | The Gift We Are All Looking for on Valentine’s Day

pindrop

In a world where technology continues to evolve, most companies are currently experiencing a digital transformation. However, companies aren’t made up of just one channel of operation – and it may be hard to determine priority.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

The Language Access Materials You Need to Know About

Certified Languages International

Many forward-thinking organizations consider interpreting services a value-center rather than a cost-center, integrating them as an indispensable component of their customer service or care delivery model.

5 Financial Services Use Cases for Two-Way SMS

LiveVox

5 Financial Services Use Cases for Two-Way SMS In the financial services industry it can be tough to differentiate your brand because, well, you’re not all that different. Chances are that you offer nearly the same services as most of your competitors do.

52

Best Customer Support and BPO companies according to Clutch

Helpware

As we move into 2020, we are forecasting our biggest growth year yet. And we’d like to start with a major announcement. support #customer_experience

Contact center quick laps by Robert C. Davis and Associates: We all love recognition

Robert Davis

A four-part series: Part 1 | Part 2 | Part 3 | Part 4. By Brad Baumunk , President and COO, Robert C. Davis and Associates . Robert C. Davis and Associates’ quick laps with a purpose model helps contact center leaders focus on the positive outcomes happening with their agents and call out individual success. We all like to be recognized, and we help leaders build the skills to be genuine and thoughtful with their approach to this. Want to see team morale go up and attrition go down?

Your Complete Customer Engagement Handbook

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

Interaction Metrics Honors Yaskawa America with its Gold Award

Interaction Metrics

Portland, OR: Feb. 10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. This is the fifth year in a row, Yaskawa America has achieved this honor.

Contact center quick laps by Robert C. Davis and Associates: What to do during busy times

Robert Davis

A four-part series: Part 1 | Part 2 | Part 3 | Part 4. By Brad Baumunk , President and COO, Robert C. Davis and Associates . One thing we know for sure is that contact centers get very busy. Sometimes, everyone on the team is on call after call after call! During busy times like these, supervisors should still do quick laps (Robert C. Davis and Associates’ quick laps with a purpose model): Standing behind team members one at a time and listening for them to do what they agreed to do.

On the path to a new NameShouts

NameShouts

NameShouts does its job: name pronunciation. If you’re here reading this, you’ve probably given it a try and found this is true. NameShouts helps people pronounce names, literally: it searches our database for you and gives you the audio pronunciation of an unfamiliar name.

APIs 62

CX Pros Are Innocent!

Sampson Lee

In my opinion, there are three long-held beliefs in the customer experience (CX) world which adversely affect the dreams and careers of CX professionals: 1. Customer obsession. CX transformation is needed to become a customer-centric company. Improving customer experience will drive business results.

How to Create an Exceptional Customer Experience

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

70 countries and counting. Costa Rica joins Spearline Fixed Line Testing!

Spearline

Hola Costa Rica! 70 countries and counting … Welcome Costa Rica to Spearline fixed line testing! We are delighted to announce that Costa Rica has joined our list of certified countries for fixed line testing.

It Security Breach: How Can You Fight Back Against It?

Etech GS

As cybercriminals find new ways to infiltrate an organization’s private data stores, we are seeing an increasing number of breaches being reported in the news.

70 countries and counting.Costa Rica joins Spearline Fixed Line Testing!

Spearline

Hola Costa Rica! 70 countries and counting … Welcome Costa Rica to Spearline fixed line testing! We are delighted to announce that Costa Rica has joined our list of certified countries for fixed line testing. We secured fixed line services in Costa Rica directly with Telefónica.