Fri.Nov 29, 2019

Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience


This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. People will forget what you said, people will forget what you did, but people will never forget how you made them feel.

The 7 Telltale Signs of a Company NOT Committed to Customers

Beyond Philosophy

The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly.

Top 5 Posts in November

Contact Center Pipeline

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead.

Is your Quality Assurance Arrogant?

Taylor Reach Group

Is your Quality Assurance Arrogant. By Colin Taylor. I was reading a recent post by Helen Dewdney regarding playing Christmas music in stores to early in the season, and the fact that many retailers plan music even though it is not well received by their customers.

Conquering CX in the World of Technology

Speaker: Stacy Sherman, Head of Customer Experience and Culture Transformation

We are in the midst of a technological boom. New technology is being released every year and both employees and customers must adapt to the latest trends. It’s important that organizations are aware of what is available and what will be best for a successful customer experience. Join us for an insightful webinar with Stacy Sherman, where she will provide information on how current technology trends such as sending alerts and notifications can go a long way in improving customer experience and customer loyalty.

Pronounce it right: our names crystallize our identities.


Why does it matter if names are mispronounced? It’s just an awkward moment, right? How important are names anyway? A lot of us don’t give our names too much thought. They’re ingrained in who we are, and for the most part, are automatic to us. Your name is your name, and that’s all it is.

More Trending

Should I switch to Infinity?


Your computer’s turned on. Emails are loading. It’s time to work. You’ve got reports to deliver. No room for excuses. The sales director is on your case about increasing leads. The head of marketing’s strongly worded email about whether you’ll meet your quota is sitting accusingly in your inbox.

Net Promoter Score® Vs Customer Satisfaction Vs Customer Effort Score?


In the search for the perfect customer feedback metric there is an ongoing arms race. It started with the venerable Customer Satisfaction. Then came the Net Promoter®. More recently we have seen the Customer Effort Score. What about Net Emotional Value (NEV) or Net Value Score?

How to Test Your Telephone Customer Service

CSM Magazine

Find out if your telephone customer service is winning or losing customers by making a “mystery call”. If your customers aren’t impressed by you or your co-workers on the telephone, they can switch businesses by merely hanging-up and dialing the competition.

How Call Centers Use Artificial Intelligence (AI) to Enhance, Not Replace Humans

Advantage Communications

Artificial intelligence (AI) has long been a controversial subject. The phrase often comes with the worry that companies will completely change the way they internally operate, investing in robots over humans.

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.

How Outbound Calling Software Streamlines Agent Productivity


Productivity is perhaps the most important factor in success when it comes to being a contact center agent. The more calls you can make - correctly - the better suited you are to working in an outbound center. Quick fingers and quick minds make great agents!

Knowledge base Definition and Benefits: What is it all about?


Knowledge base is the new customer support favorite. Believe it or not, customers love it when they can serve themselves. Given a choice between a complex rigmarole of “for technical issues, press one, for financial [ … ]. The post Knowledge base Definition and Benefits: What is it all about? appeared first on HelpCrunch blog. Customer service

How to Inspire Your Customer Service Agents First Thing in the Morning


When productivity is sluggish and employee satisfaction is one the low side, kick-start your agents' mornings through these undeniably game-changing insider tips. Here's a breakdown of how to make everyone happy, the smart way! The post How to Inspire Your Customer Service Agents First Thing in the Morning appeared first on NobelBiz®.

Innovation in Customer Service Wins Concentrix European Contact Centre & Customer Service Award (ECCCSA)


Strategic partnership with Unbabel leads to industry-disrupting advantage ECCCSA announced Unbabel and Concentrix among their 2019 winners at a gala in London on Nov. Our partnership was recognized for Innovation in Customer Service from ECCCSA thanks to an industry-disrupting solution. The partnership allowed for fast and profitable translation through a combination of AI and.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Raise the Bar: Top Tips to Improve the Customer Journey

Enghouse Interactive

Most customer service operations are on a relentless march towards omnichannel. Although digital is the way forward, no business should roll out new digital channels for their own sake. Any implementation needs to be in the context of the customer journey, with a focus on continuous improvement.