ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken. Plagued by rising costs, employee churn, absenteeism and declining standards, contact centers across the world are facing a combination of challenges unprecedented in

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

aircall

APRIL 14, 2017

Whether you’re working sales or support, a great deal of your time is dedicated to after-call work. Aircall wants to help agents breeze through their after-call work by introducing a brand new feature : wrap-up time. When a call ends, agents need some time to perform the tasks relative to post call work. These include : Tagging, commenting, assigning the call to another agent.

CRM 48

CRM Call Center Sales Customer Experience 48

DMG Consulting

APRIL 14, 2017

Question: We’re just getting started with gamification. Can you provide some best practices to help us get our program off to a good start? Answer: Gamification enables administrators to incorporate gaming methods and techniques systemically in business applications and processes to enhance or improve agent performance, motivate and drive the behaviors to sustain performance, and provide recognition and/or awards for goal achievement.

Gamification 48

Gamification Best practices Employee engagement Contact Center 48

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. A couple of weeks ago, their staff refused to onboard two little girls who were wearing leggings, because their clothing was “not appropriate.” Another, about an 11-old-girl, was forced by the staff to wear a dress on top of her clothing to be allowed pass the gate.

Airlines 48

Airlines Customer Service Customer Experience Marketing 48

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Talkdesk

APRIL 14, 2017

It’s taken five years, but we’ve reached a huge milestone at Talkdesk! Today, the 100 millionth Talkdesk call was made. With this huge milestone behind us and an incredible Opentalk Summit just weeks away, now is a great time to pause and take a look at what we’ve achieved with the first 100 million calls. In five years, Talkdesk has powered 370,680,239 minutes of conversation between companies and their customers.

Contact center software 40

Contact center software Contact Center 40

Talkdesk

APRIL 14, 2017

It’s taken five years, but we’ve reached a huge milestone at Talkdesk! Today, the 100 millionth Talkdesk call was made. With this huge milestone behind us and an incredible Opentalk Summit just weeks away, now is a great time to pause and take a look at what we’ve achieved with the first 100 million calls. In five years, Talkdesk has powered 370,680,239 minutes of conversation between companies and their customers.

Contact center software 40

Contact center software Contact Center 40

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? What are standards and where do they come from? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning.

Customer Service 21

Customer Service Quality management Contact Center Call Center 21

DMG Consulting

APRIL 14, 2017

What Channels Do Your Customers Prefer? . Marketers have been striving to figure out customers’ channel preferences for years, as they try to find the most effective and impactful way to reach prospects. Service departments are starting to ask a similar question now that executives realize the critical role customer service plays in building their brand.

Benchmark 54

Benchmark Self service Consulting Consulting 54

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? What are standards and where do they come from? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning.

Customer Service 20

Customer Service Quality management Contact Center Call Center 20

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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