Thu.Apr 11, 2019

GET UNDERPERFORMERS UP TO SPEED: COACHING CALL CENTER AGENTS

ChaseData

Most agents don’t start out as superstars, though they can turn into them over time. With training and guidance, though, that can happen much sooner. To effectively coach your agents, here are a few tips and practices to try out. Call Center Management

The great spring clean: tidying up your customer feedback

Rant And Rave

After a long winter, there’s nothing like a good clear out to bring some sparkle back into your life. The concept of spring cleaning dates back hundreds of years; households historically needed to clear out the grime from a winter’s worth of indoor fires.

3 Proven Ways to Baby-Proof your Contact Center

Fonolo

It’s imperative in a time of high competition and demand that your contact center is in optimal condition.

Bots in Action: Tips from the Pros

Bright Pattern

Spending on AI has increased significantly in the last few years. In fact, 60% of C-level executives say they plan to increase AI spending by 50% over last year. A common use for AI is deploying bots among emerging channels like chat, in-app, Facebook Messenger, and other social messengers.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Future of Contact Centers Survey: Tell Us What You Think

Contact Center Pipeline

Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them faster,” and “wow them everywhere.” Many companies have elevated CX to the top of the priority list, and along with it, the contact center. Top organizations are integrating new tools and […]. Featured call center contact center

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What Is Help Desk Software Used For?

ProProfs Blog

Do your customers appreciate you when it takes a lot of time to resolve their queries? Of course, not. As a business, you need to ensure minimal or no downtime. When you employ a support ticketing software, there are a few chances of your customer complaints going on hold.

Critical Factors to Outbound Lead Generation Success, Part 3: Contact Strategy

Transparent BPO

In the two previous posts in this series, I talked about the need to hire the right agents for the outbound role, train them well, and prepare them to deliver the right messaging to your prospects — all critical elements to generating strong conversion rates.

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Customer Success Tech Maturity Model

CustomerSuccessBox

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools.

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The Complete Guide to Improving Your Customer Success Health Score

Totango

An illuminated “check engine” light is scary because it doesn’t offer any solution. There could be any number of reasons why that little beacon has been lit. For many, “check engine” may as well just say “car broken”—and that’s terrifying. The lesson is that our early warning systems are only as valuable as the responses they trigger. This is certainly true of the customer success health scores used to monitor the status of customers.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Change the Conversation: 5 Sales Pitching Lessons from Mad Men

Guru

I wouldn’t advocate taking many lessons from the notoriously toxic characters of Mad Men , but there is one exception: pitching.

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Culture Report Reveals Executives Disconnected From Reality

Toister Performance Solutions

There's a scene in the movie, Office Space , that gets me every time. Bill Lumbergh, the clueless executive, announces a new culture initiative in an all-hands meeting. "So So you should ask yourself, with every decision you make, is this good for the company?"

Why the concept of "The Power of One" is important to your contact center

The Call Center School

How one agent can make a substantial difference. Research has shown that the main reason customers choose not to return is not because of pricing or product issues. Most customers don't return due to poor service. Your frontline agents can make all the difference.

Is Facebook’s privacy pivot all about business messaging?

Smooch

In a landmark blog post last month, Mark Zuckerberg outlined a new, “privacy-focused” vision for Facebook. The announcement signaled a fundamental shift in strategy for the embattled company in the midst of growing public mistrust and plummeting usage of its core social network.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

7 Tips to Manage Customer Expectations

NICE Systems

Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited. Eg) Password reset.

Embracing Spring

MicroAutomation

There are so many things refreshing about Spring time. Just the word itself makes me visualize Tigger from Winnie the Pooh bouncing around in such a playful, optimistic, energetic and rambunctious way.

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What Is a Hosted PBX (Private Branch Exchange)?

NICE Systems

PBX is an acronym for “private branch exchange”. It’s basically a way to connect phones in a business to the external public switched telephone network (PSTN) using plain old phone telephone service (POTS) lines. Originally, this was done using dedicated hardware installed within a business’ office, usually in something called the “phone closet”.

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How to Improve Customer Service Support in the E-commerce Industry

Ameyo

We all have heard plenty about the emergence and then dominance of e-commerce over the brick and mortar retail stores. This is not just fluff or random theories. We have data to support these claims.

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Women’s Funding and Women in Business with Geri Stengel

Language I/O

Geri Stengel, author of “Forget the Glass Ceiling: Building Your Business Without One,” chats with multilingual customer support company, Language I/O, about women in tech

Everything You Need to Know About the Best Performance Dashboards

PlayVox

Monitoring and tracking performance is much easier with the right tools. Call centers and customer service departments which still depend on cluttered spreadsheets for managing performance are only making their work harder. Customer Experience CX Culture

Customer Experience: the Cross-Team Effort

Hello Customer

In the previous episodes of “Leslie Illustrates” we learned how to effectively listen to your customers. This week, Leslie explains us how to leverage this customer feedback to all of the teams in an organization to accelerate the customer experience.

Don’t Be a Cynic About Retention: Engaging with Your Contact Center Agents Is More Important Than Ever Before

SharpenCX

Today’s workforce craves engagement and empowerment in the office. And when they don’t get the engagement they need, they leave. But what is employee engagement in your contact center, and what can you do to keep your agents? Your agents head. Read More. The post Don’t Be a Cynic About Retention: Engaging with Your Contact Center Agents Is More Important Than Ever Before appeared first on Sharpen Contact Center Software. Agent Experience

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

PPT Solutions Announces Addition of Melissa Riner as Senior Implementation Manager

ppt solutions

TULSA, OKLAHOMA, April 11, 2019 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, recently announced the appointment of Melissa Riner as Senior Implementation Manager. A senior manager with broad information technology, customer experience, IVR and self-service design/delivery experience, The post PPT Solutions Announces Addition of Melissa Riner as Senior Implementation Manager appeared first on PPT Solutions.

The Value of Taking a Sabbatical

Help Scout

In February I took a month off from work — completely off grid. I asked my teammates to remove my access to Slack and I stopped checking my email. I was totally absent from work for the month. It’s been eight years since I co-founded Help Scout, and prior to February, I could count the number of days I spent “off grid” on one hand. Sure, I take vacations. But even on vacation I spend one or two hours catching up with work every morning. This time it was different.

Case Study – Put CX at the heart of your helpdesk

Merchants

Helpdesk clients should enjoy the same experience as your customers. Yet because the service is tech-oriented, it’s often low on the priority list. Here’s how you can transform your help desk into an employee-first operation AND reduce costs. The post Case Study – Put CX at the heart of your helpdesk appeared first on Business Process Outsourcing Services | Merchants. Case Studies

Designing effortless customer journeys

Nuance

Squirrel! Last weekend I got invited to check out a new restaurant in one of the hipster neighborhoods in Seattle. Given that I don’t live in the hipster scene, I typed in the address on my map app and hit the road.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Explaining the Basics of Unified Communications

Jive

For a long time, businesses relied on landlines to ensure the efficiency of their business communication. Soon, email, texting and instant messaging arrived, and advanced written communication became an intrinsic part of how businesses connected. Still, it would be ideal if technology were able to integrate all these different platforms—from voice to messaging to video—to create a singular, streamlined platform employees could rely on. This is where Unified Communications (UC) comes in.

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