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.

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Top 5 Posts in November

Contact Center Pipeline

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

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.

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!

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.

More Trending

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

12 Best Principles & Practices to Optimize Help Desk Management

ProProfs Chat

Undoubtedly, the help desk is the lifeblood of an organization. A robust help desk addresses the queries of customers promptly and yields a powerful service cycle.

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.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

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.

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.

5 Best Practices for Effective Customer Feedback Programs


Increasingly, organizations are becoming dissatisfied with running customer satisfaction surveys and turning instead to designing and implementing customer feedback programs.

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.

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!

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!

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®.

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.