Wed.Feb 26, 2020

Tips to Master Live Chat Service

The Call Center School

In this day and age, we are used to communicating through short text messages in real-time. We are connecting with our friends and loved ones via SMS text, iMessage, Whatsapp, Facebook Messenger, Instagram, and thousands of other apps.

10 Proven Ways to Build Life Long Customer Relationships (and Why it’s Important)

REVE Chat Blog

Imagine there are few businesses that grow over time, while others have huge swings and eventually descend. What is the difference? The polarity lies in how they focus on building customer relationships to the next scale. Strong customer relationships are much like any relationship.

CRM 56

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

Why Seamless CX Matters More Than Ever

Upstream Works

Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems.

How to Transform the Customer Experience


Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Inside View: Annette Franz, CCXP

Contact Center Pipeline

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a love of numbers, analysis and writing led her to the world of consumer research. It was a perfect fit.

More Trending

How Much Does An Answering Service Cost?

Ambs Call Center

When purchasing a new service or product, one of the first considerations that comes to mind is price. With price comes value, and everyone wants to maximize their value.

Why Customer Service Language is Used?

Customers That Stick

Why Is Customer Service Language Used? This is an interesting question, as it could mean a few things. I assume what the person asking the question means by customer service is language that is thoughtful or carefully worded. There are a few dynamics to why this type of language is taught and used.

CRA Service Level Declines for Second Year Running


Despite a considerable investment targeted at improving service levels and reducing waiting times for the CRA’s support channels, recent tests by the Canadian Federation of Independent Business (CFIB) show that service levels have worsened for the second straight year, primarily due to a lack of agent training and knowledge management.

Predict customer churn before it’s too late


Customer churn can be arduous for even the most well established of businesses. After all, lost revenue isn’t the only thing at stake. According to statistics from Small Business Trends , 65 percent of an organization’s business comes from existing customers.

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.

Quality Management Basics in Today's Contact Centers

NICE inContact

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

Is Your Contact Center Ready for Novel Coronavirus-like Scenarios?

Strategic Contact

Business continuity and disaster recovery (BC/DR) – a.k.a., contingency planning, business continuity management, and business recovery planning – can weigh on CC leaders’ minds.

We Are in the People Business


At Ansafone, people are our number one asset. People are our most expensive and critical investment. And, putting people first can help inspire and attract even better talent as well as create a culture that cultivates creativity and innovation.

Out of office, Miami style: Playvox at Zendesk Relate


¡Hola! In case you haven’t heard, we are heading down to the city where the heat is on for Zendesk Relate : Miami Beach, baby! Playvox Updates


A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

My Next Webinar - Is Your Cloud Vision 2020?

Jon Arnold

I’ve got a new webinar to post about, and this one will be hosted by Channel Partners. The sponsor is Flexential , whom I got to meet on the show floor at the recent ITExpo. The topic is about cloud migration, and how to be strategic about it.

What Factors Make the Best SaaS Onboarding Experience?


As your team is planning out the customer onboarding experience , it’s helpful to look at the situation from through a customer’s eyes. Your customer has just been through a whirlwind sales experience that may have been months – even years – long.

SaaS 52

Coronavirus preparation for your call center


FOR IMMEDIATE RELEASE On Monday the Center for Disease Control (CDC) sounded the alarm bell that the spread of Coronavirus in the U.S. was increasingly likely and that individuals and businesses should begin to prepare accordingly.

Service in a World of Customer Obsession

Up Your Service

Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. These phrases have become central to the language of business in almost every industry. They mean vigilant, unwavering attention to the customer to determine actions and improvements.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Top Right Quadrant Hasn't Changed, But What's Going on in the Bottom Left?


In reviewing the new 2020 Gartner Magic Quadrant for Workforce Engagement Management Report today, I saw something different for a change. The vendors positioned in the MQ Leaders Quadrant are still in the Leaders Quadrant, but what’s really interesting is what is happening in the lower left.

What Factors Make the Best SaaS Onboarding Experience?


As your team is planning out the customer onboarding experience , it’s helpful to look at the situation from through a customer’s eyes. Your customer has just been through a whirlwind sales experience that may have been months – even years – long.

SaaS 52

Perfecting Self-Service at Work Means Perfecting the Employee Experience

bold360 Blog

Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders.

Merchant Cash Advance Is the Perfect Product for Call Centres

CSM Magazine

Merchant cash advances in the UK are continuing their rise, following on from the success of last year. They are an alternative funding solution for businesses that are trying to capitalise on growth.

How Communities Can Supercharge Your Business, Brand and Teams

Speaker: Jono Bacon, Community Expert and 'People Powered' Author

There is a growing trend in companies seeing the value of building communities for their customers and users. Sephora, Harley Davidson and many more have driven enormous success with their communities. Doing this well is tricky though. How do you know where to start, what goals you should start with, and how to track your success? Join Vanilla Forums on Tuesday, April 7 at 12:00 p.m. ET to hear from community strategy consultant and author of People Powered, Jono Bacon.

How to Handle Call Center Rebranding Properly


It’s never easy to completely overhaul the way your company presents itself. Whether you’ve been in business only a few months or for many years, you have all of that time and the memories of your previous iterations working against you.

How to Manage A Contact Center During an Acquisition: 5 Tips to Ease the Transition for Your Agents and Customers


People are wired to process change in one of two ways : opportunity or threat. When things shift around us, we either embrace the change and run with it, or we tense up and grasp on to feelings of fear and anxiety. Take today, for example. It’s snowing here in Indianapolis.

Agreeing and Disagreeing with the LA Times

Interaction Metrics

The Los Angeles Times ( Sunday, Feb 23, Business Section ) describes me as “a vocal critic of survey culture.” Only sort of. It’s true, I often see companies pestering their customers with biased surveys. It’s also true I see many companies gleaning grossly gamed data from their surveys.

What you Need to Know: Aspect U at ACE 2020


One of our most popular programs from ACE 2019 is back for its second year—and even better than before! At ACE 2020, we’re making it possible for you to attend the sessions you need on the Aspect U track plus the focus track of you want.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.