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.

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.

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!

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.

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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.

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Customer Service Life Updates – February 2020

Customer Service Life

Happy (belated) New Year! 2019 was a great year and as we’ve done in the past, I want to take a few moments to share some articles and accolades we’ve been a part of. I’ll keep this one short and sweet. Articles.

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

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

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.

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.

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.

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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.

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.

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!

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.

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.

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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.

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.

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.

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.

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Interview With CX Ambassador Graham Clark

GetFeedback

Interview with Graham Clark, sales and marketing manager at B Cellars, a vineyard in Napa Valley, CA, about his career in the customer experience space. Articles

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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 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.

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?

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.

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.

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.

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!

Interaction Metrics Honors Yaskawa America with its Gold Award

InteractionMetrics

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.

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.