Mon.Jul 27, 2020

Why Small Businesses Cannot Afford to Miss a Phone Call


Over time, missing calls has a disastrous impact on service, causing customers to gravitate towards competitors. Ready or not, here come facts on how to keep the wheels turning for small business ventures.

How To Choose Between Domestic Vs. Foreign-Based Call Centers


Customer support is an incredibly important part of any business. For a lot of customers, customer service reps become the face of an organization, and are often the only people clients interact with directly.

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Customer Needs: A New Approach to Differentiation

CSM Magazine

Every organization wants to stand out from their competitors, but very few are truly successful at it. Outside of the frequently lauded names such as Apple, Amazon, and USAA, companies continue to do a lot of ‘talking about’ and ‘studying’ yet struggle to capture the same magic.

5 Top Customer Service Articles For the Week of July 27, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Traditional vs. frictionless payments: Will customers trade security for convenience? by Pat Shea.

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!

Improving onboarding with the Agent Impact Score


When it comes to onboarding, getting new agents up to speed as effectively and efficiently as possible is crucial. Enter the Agent Impact Score , a composite index that can be used to measure quality of agent performance and track how different agents are handling difficult customer situations.

More Trending

Hero Digital hires Hank Summy, former McCann and Capgemini executive, to lead Western Region

Hero Digital

Hero Digital , a leading independent digital customer experience (CX) company, today announced Hank Summy will join the company as managing director of its Western region, reporting to Hero Digital President Patrick Frend.

ChurnZero Named Front Runner for Customer Experience Software


ChurnZero announced today it was named a FrontRunner for Customer Experience Software by Software Advice. FrontRunner is designed to help businesses evaluate which software products may be right for them. .

Is Your Contact Center Stack Unified Across Global Multisite Centers?

NICE inContact

Contact center leaders are no longer measured on just efficiency; it is efficiency with better customer experience (CX). Balancing the two is a huge challenge and gets much more complex when you look at contact centers across multiple sites and geographies.

Why Hiring a Virtual Receptionist Is Good For Your Business


Scaling a business is not easy. It requires great management, the right people, and the necessary roles to help it grow. Running a business requires a lot of work. Often, we see there is more work than hands. Hiring new employees is expensive, and the process can often be quite a hassle.

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.

B2B Customer Support: Up in the Cloud or Down on the Ground? Part 1

Team Support

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. You’ve determined that e-mails and spreadsheets are no way to manage support interactions.

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Humans of CLI: Corissa Wagner

Certified Languages International

Corissa smiles as she visits the incomparable Machu Picchu. This time last year, hopping on a plane to go to my second home of New Orleans was the mission of the summer.

Focus on Your Customers’ Success: Strategies for Retaining B2B Customers in Turbulent Economic Times

Team Support

As published in CustomerThink , July 1, 2020. This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been impacted by these events resulting in major fluctuations in consumer trust.

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How to Find and Wield New CX Data Sources


We’ve talked a lot about COVID-19’s effect on customer experience (CX) data and how that intel has been changed by the pandemic. However, while recent events have certainly changed how companies capture and use CX data, the fact that data shifts constantly hasn’t really changed at all.

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 Human Emotion is Redefining Customer Engagement in a World Redefined


Customers inhabit a world increasingly defined by accelerating change and ongoing uncertainty, as evidenced by COVID-19. At a basic level, customers are looking to the brands and businesses they interact with to get their needs met, but customer needs now extend far beyond just products and services.

Why Is Good Customer Service Essential in Finance?

CSM Magazine

In the digital age, there’s little doubt that customers have become increasingly influential and impactful in the minds of business-owners.

Empower Agents and Satisfy Customers with CTI Screen Pops


There are a lot of acronyms that get used in the world of contact centers. The list goes on and on. Yet there’s one fundamental acronym we can’t overlook: CTI, or Computer Telephone Integration. Basically, CTI describes the interaction between phones and computers. Why is this important?

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Scaling Customer Success using Tech Touch: Arbor Education


It's already Episode 7 of The inSide Scoop, and this week we're talking scaling Customer Success using tech touch tools.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Logistics Industries Drive Superior Customer Experiences with Omnichannel Contact Center Software


Logistics sit in the middle. On the one side are the end buyers relying on logistics for quick and safe delivery of products. On the other side, there is the client or seller making use of logistic services. Any reduction in quality of service leads to dissatisfaction and possible customer churn.

An Interview With John Goodman: Father of the Customer Care Revolution

Connecting the Dots

CCMC ~. A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution.

It Doesn’t Take an Expert to See the Logic in Moving to the Cloud


Let me share with you a tale of how social pressure informs technological advancement, of growing a business with an eye on the future, of continuous innovation … 1995 happened to be an important year at Cincom Systems.

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Brand Move Roundup – July 27, 2020

C Space

The Brand Move Roundup – July 27, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

6 Signs Your Company Needs Digital Transformation


Is Your Company in Need of Digital Transformation? One of the lessons learned from COVID-19 has to be the compelling need for organizations to have a “plan B” in place to ensure business continuity during times of disruption. We used to call this disaster preparedness.

5 Fail-Proof Ways To Reduce Customer Churn


In light of the pandemic, each industry had to make pertinent adjustments in their operations, and SaaS companies had to initiate measures that would ensure their survival – one of them being customer success.

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Abandon The Status Quo Now: Microsoft Teams Blog #3

Enghouse Interactive

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Blog #3 Seeing is Believing!

5 Tips To Enhance eCommerce Customer Service


Share This Story For many consumers, purchasing a product is about more than just the product itself. Consumer demands continually grow as they prefer faster and higher quality customer service from brands.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Idaho Power Rated #1 in Energy Industry Benchmark of Contact Center IVR Systems


Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. The 2020 Report compares 100 energy utility automated telephone systems in the U.S. and Canada.

Ticket portal: Unified platform for assisted & digital teams


Ticket portal: Unified platform for assisted & digital teams. Customer Experience Decision Trees Picture Guides