Wed.Mar 25, 2020

Customer Service Training is Not What You Think it is


Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Once every year or so, they have some type of refresher. Good for them, but there’s more to it than just that and it’s easier than you think. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training.

Automation Key to COVID-19 Contact Center Crisis

Contact Center Pipeline

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before. As I write this blog, I’ve had to go back and edit before I could even submit it to the blog site as the U.S. government’s Center for Disease Control (CDC) […]. Crisis Management AI bots call center chatbot cloud telephony contact automation contact center conversational IVR COVID-19 crisis management omnichannel

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Keep Moving Forward Through These Difficult Times

Steve DiGioia

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do.

What Is Automated Customer Service & Why It Is Important

ProProfs Blog

Implementation of automated customer service is no longer considered an innovative competitive advantage but an essential way of staying competitive.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

Delivering Customer Experience in Times of Crisis

The Northridge Group

The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience.

More Trending

Covid-19 and Remote Work with JivoChat


Currently, the whole world is up in arms against the novel coronavirus, Covid-19 pandemic. This virus has found thousands of victims across the globe, whether by making people sick, effecting jobs, or completely changing the definition of what “normal life” is.

CRM 56

3 Tips on How to Frame an AI Chatbot Project


Define the stakes and set clear objectives. My company would like to set up an AI chatbot. Sure, but what are the objectives? There may be several internal needs that meet several objectives and they must be well defined beforehand. For example: Improve user experience: By adding a new self-service tool. Available 24/7. Make it easier to navigate and search for information on the desktop site. Better manage contact flows: Reduce the number of calls with low added-value.

The caveats of real-time speech analytics


When you research speech analytics features, chances are you’ll run into the phrase “real-time analytics.” As an AI-based speech analytics solution, these analytics are capable of analyzing conversations in real-time. When a call center agent is conversing with a customer, this technology has the ability to keep pace with the interaction. How it works. Oftentimes, the use case required for such a swift response is screen pops.

Are you ready to embrace the new economy?


Companies across the world are finding their business extremely disrupted at present and it looks like things may get worse before they get better. During this time there has been a strong focus on the need for people to work from home


A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

How to optimize your product page for conversions


The product page is one of the most critical pages of your online store. Thus, it takes additional effort to optimize it to drive conversions. After all, it’s there that potential customers get to know your products better, assess your pricing, and begin their decision-making process.

9 Ways to Use Call Recordings (Voice & Video) to Improve Customer Service

REVE Chat Blog

Is your business aligned with customer needs and perceptions in every aspect of their interactions with different departments? A bumpy customer journey risks losing potential customers as well as decreasing satisfaction, loyalty, and recommendations.

Covid-19 Isolation Barriers Breaches by Audio Conferencing Software


Covid-19 is a pandemic of epic proportions that threatens to bring the world to a halt even as life slows down. Streets remain deserted as people stay indoors. However, communication is essential as is a collaboration between people and teams at various levels.

It’s A Perfect Time To Show Our Humanity

Customer Experience Matters

One of our principles for making changes to your Experience Management (XM) programs, SHOW HUMANITY, is critical for all of us right now. The post It’s A Perfect Time To Show Our Humanity appeared first on Experience Matters. Empathy

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Human Agents vs. Chatbots: How to Best Integrate the Skill Sets of Both in Your Contact Center


One machine can do the work of fifty people. But, no machine can ever do the work of an emotionally intelligent person. This article explains why you should aim for a combination of chatbots and real agents to best serve your customers and boost productivity. WFM Strategy

Ongoing Contact Center Training - The Key to Mastery

The Call Center School

How do I gain mastery? Have you ever asked yourself this question when thinking about your job? Especially when one is new to a particular area, we all wish to acquire all the necessary skills as quickly as possible. However, gaining mastery is not something that you achieve overnight. Instead, it is about learning and practicing, over and over again, for months and often years. Customer Service Contact Center Training E-learning Contact Center Coaching Agent Training

Best Tips and Resources for an Efficient Employee Onboarding Process

CSM Magazine

Though you may have created an effective strategy for finding the top talent to work for your organization, no employee comes into work on the first day knowing what to do. It is the responsibility of your human resources staff, training directors and management to get each new hire up to speed.

An open letter from our CEO

Hello Customer

Dear everyone. First of all, I hope you are safe and healthy. Given the situation, I felt like writing down my thoughts in a message to all of you. I know, it is raining letters from CEOs and by now your inboxes and newsfeeds are probably flooded. Still, I hope you’ll take some time to read this. I am writing this letter from the seclusion of my own home. To be honest, it is the first time in years that I have been here for more than 24 hours straight.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Cisco CCENT Exam: Top Study Resources. How You Can Pass It with Practice Tests?

CSM Magazine

Cisco is a well-known company that has brought transformations in the world of IT. Apart from its unique products, the company also offers training and credentials to those who want to develop in such a popular IT sphere like networking. Beginners and professionals with intermediate or advanced skills can all utilize this certification program. One of Cisco’s leading certifications is the 200-901 DEVASC , designed for those who plan to become network engineers.

Exceeding Customer Expectations

Zoom International

How do you foster trust while conducting business? Friday at Five Marketing Compliance Support & Services Operations

A 24/7 Service Quality Strategy for BPOs


BPOs are in the business of delivering service quality to their clients. As such, quality assurance is essentially job #1 for these service providers, on a daily basis. Evaluating agents’ interactions and running coaching and training programs are all part of the BPO playbook. CX Culture

5 Tips on Setting Up Donations for Your Local Business During the Coronavirus


These are perilous times for small businesses, their owners, and employees. In recent weeks, nearly all of the 30 million small businesses across the United States (and many more worldwide) have been impacted. Of the two million brick-and-mortar storefronts, many have been forced to close their doors – with only some food establishments remaining open, […]. The post 5 Tips on Setting Up Donations for Your Local Business During the Coronavirus appeared first on Fivestars Insights.

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.

Customer Success: The power of innovating with and for our customers


Values are like good friends – they demonstrate their strength during the difficult times. We are proud of our Nuance Healthcare core values: teamwork, transparency, integrity, excellence, and compassion. These values have served as watchwords and guiding principles – through good times and difficult times. Over the last few weeks, every one of us has [.] The post Customer Success: The power of innovating with and for our customers appeared first on What’s next. This is a summary.

What to Do if You Are Injured by a Defective Product

CSM Magazine

If you’ve been injured by a defective product, chances are you have medical bills and you’ve missed work. In cases resulting in serious injuries, the injured party may lose the ability to work altogether. The United States Consumer Product Safety Commission reports thousands of product defect-related deaths each year. If you are among those who have been injured, you are far from alone. Manufacturers, distributors, and transporters all have a duty to keep consumers safe.

COVID-19: Providing Employees and Customers Answers in a Time with so Many Questions

bold360 Blog

We are living in an unprecedented time. In what seems like the blink of an eye, the way we live our lives has been completely transformed in almost every way imaginable. As we respond to the COVID-19 (coronavirus) pandemic we are shifting our behaviors and adapting to a new way of life that affects how we work, shop, eat, interact with one another and more. It can sometimes feel like we are in a world where the questions outweigh the answers.

How to Be Better at Multitasking

Abby Connect Virtual Receptionists

Back in 2013, British psychologists claimed that women are better than men at multitasking in an article published in the BMC Psychology journal. The Harvard Business Review wrote in response that these assumptions are not backed by evidence and that most studies still show that gender does not play a role in our ability to multitask. Tips & Tricks


3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.