Tue.Jun 30, 2020

The Perfect Call Center Agent Does Exist

Fonolo

So, you’re hiring a new call-center agent. The reality is, finding the perfect new hire can feel like a unicorn hunt. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average.

Automated field service scheduling: the power of Computer Vision AI

TechSee

Many field service organizations recognize the need to modernize their legacy systems and revamp outdated practices. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How Does WFH Affect a Contact Center Supervisor’s Responsibilities?

NobelBiz

Business continuity strategies during COVID 19 take into account how rapidly industries are changing in terms of IT and WFH solutions. More expert insights and frank talk based on actual customer experiences from international agencies inside!

Top 5 Posts in June

Contact Center Pipeline

More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps.

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!

3 Ways to Balance Between Acquisition and Retention

Lumoa

Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly. Feed generated with FetchRSS

98

More Trending

The Power of Remarkable Support

Nicereply

Providing a great and easy to use customer experience is the rising tide that floats all ships. It may feel like your product is unique, but it’s not.

Linking agent performance to business outcomes

Tethr

Stop forgetting the customer in QA measurement. Are you ready to learn how to unlock details on how the specific contributions agents make are tied to business outcomes? Hold your agents accountable for CX by getting down to the bottom of those high-effort customer experiences.

3 Communications Strategies to Use During a Crisis

Totango

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value.

Why Customer Support Teams Need Extra Love

Guru

It’s probably not surprising that the best customer support experience I’ve ever had was with Amazon. The company is known for setting the bar on customer delight, and with good reason

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.

Humans of CLI: Elizabeth Garvin

Certified Languages International

Elizabeth Garvin, CLI’s director of HR. We thought it was high time we stopped hiding. It hasn’t been on purpose — it’s easier to talk about our interpreters and the incredible work they do.

40 Best Customer Service Books We’d Recommend to Support Operators

ProProfs Chat

“People don’t care how much you know until they know how much you care”. Theodore Roosevelt. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand.

The future of discretionary spending

Hero Digital

Discretionary spending has taken a hit since the start of the COVID-19 pandemic — whether that hit is driven by circumstance (limited spending opportunities), choices (preparation for uncertainty), or necessity (loss of income).

Customers Want to Feel Heard—Calabrio and UJET can Help You be a Better Listener

Calabrio

After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact.

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 to Run a Voice of the Customer (VoC) Program

GetFeedback

Simplified CX YouTube series episode on how to run a successful VoC program. Videos

91

Younger Generations Expect Digital-first Customer Service - Are You Ready?

NICE inContact

What is new is the impact that rapid digital technology advances have had on younger age groups. Digital native" Millennials and Generation Z have grown up in an ever-connected world of online shopping, social media, and all the world's information at their fingertips. Some don't know any other way.

Servicing Customers In Today’s Climate

Strikedeck

Keri talks about how to guide and engage clients in today's climate. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

SaaS 60

At Home I’m a Cybersecurity Help Desk

Nuance

Like many of my cybersecurity colleagues, I have friends and family members who are not exactly sure what I do for a living. Most of them are certain about one thing however, if you have security questions, “Just ask Leslie”.

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.

Best Product Onboarding Process Tips

ClientSuccess

Let’s step into the customer’s shoes for a minute: you’ve just completed a long (sometimes years-long!) sales process and are finally ready to get started with a new solution across your organization. And then, you hear the dreaded word onboarding.

SaaS 56

How to Use the Customer Satisfaction Score (CSAT) Metric

GetFeedback

Simplified CX YouTube series episode on how to use the CSAT metric. Videos

Speech Analytics: Using Your Customer Intelligence to Create a Better CX

Noble Systems

According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments in the call center management technology market.

CustomerCount co-sponsors Resort Trades Town Hall

Customercount

Innovative Sales and Marketing is the subject for the second interactive Resort Trades Telephone Town Hall on July 16 at 1:55 ET. This complimentary virtual event features two of the industry’s leading experts in sales and marketing, Shari Levitin and Ron Roberts.

Sales 52

[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.

How to Build a Sales Report (Sample Template Included)

JustCall

Achieving sales goals demands a lot of hard work. Besides training your sales reps to prospect and close deals, you also need to ensure that your sales team is on the right track. For this, you need to look at your sales performance.

Sales 52

3 Reasons You Should be Using Chatbots in IT Service

Unymira

Chatbots and IT service are a match made in help desk heaven. Forget chat! They can directly fix users' problems. Learn why you should be using them now. Chatbot Self-Service IT Service

How to Build a Comprehensive Sales Report (Template Included)

JustCall

Achieving sales goals demands a lot of hard work. Besides training your sales reps to prospect and close deals, you also need to ensure that your sales team is on the right track. For this, you need to look at your sales performance.

Sales 52

Can Reminder Texts, Calls or Emails About Appointments Reduce No-Shows?

A Better Answer

Adults all over the United States have smartphones and access to the apps that help them get through their days. Phone-use data shows that texting has become the most frequently used data service.

Sales 52

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!

CustomerCount sponsors Resort Trades Town Hall

Customercount

Innovative Sales and Marketing is the subject for the second interactive Resort Trades Telephone Town Hall on July 16 at 1:55 ET. This complimentary virtual event features two of the industry’s leading proponents in sales and marketing, Shari Levitin and Ron Roberts.

Sales 52

What Type of Questions Are on the Leadership Test?

CSM Magazine

Are you being considered for a promotion in upper management like managerial, supervisory, or administration? Perhaps you’re already in upper management but you’re aiming for greener pastures in another company?

Here’s How to Define a Complaint Management Strategy!

Wowdesk Blog

A customer complaint is an evaluation of the performance of the company. It indicates the problem and failures of a company process that needs to get resolved quickly to avoid the migration of profitable customers. .