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.

The Two Words on Everyone’s Minds: Business Continuity


Read on to learn about adjustments we made to working from home. Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a remote workforce, and supporting our employees physical and emotional well-being.

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!

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.

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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.

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

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.

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.

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!

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.

5 Signs You Need to Improve Your Contact Centre’s Agent Experience

NICE inContact

What comes first — agent experience or customer experience? More and more, contact centre leaders are seeing why you can’t achieve maximum results on efforts to improve customer experience (CX) without a deliberate focus on improving agent experience (AX).

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.

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.

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!

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

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 Rapid Response: Switch To Work-At-Home 8 Critical Questions to Assess Your Technology Readiness


8 Critical Questions to Assess Your Technology Readiness. This is the second in our series on COVID-19 Rapid Response. You can find the first post in this series here. In my most recent post, I talked about how COVID-19 has created a new urgency among customer care leaders.

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


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.

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.

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.

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

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

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.

6 Tips and a Resource Hub For Your Agents: A Guide for First-Timers on How to Work From Home with Kids (who are also home)


As a young kid, my mom worked from home. She ran her own business out of our house and had to navigate caring for my brother and I while still serving her clients. Sometimes that meant plopping us in front of the TV for an hour. Other times, she’d ask my brother and I to play (without bickering) on our own. And, occasionally, she’d stick a desk in her office where I could color and draw pictures by her side. For me, that’s where I was most content. I wouldn’t talk or bug her (too much).

How to Differentiate Your Company with Your Customer Success Strategy 


In the modern SaaS-driven world, standing out from the competition is getting harder and harder. With so many integrations, add-ons, and premium features coming up in what seems like every sales conversation, standing out from the crowd can take a miracle – or the right angle. Sure, product enhancements and price points might catch customer’s attention right out of the gate, but it’s the long-term value that prompts a buying decision.

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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


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.

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.

Exceeding Customer Expectations

Zoom International

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

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.

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.