Tue.Aug 20, 2019

Three Ways Contact Center Staffing and Training Has Evolved

Contact Center Pipeline

It seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country. Sam’s Club, Toys R Us, Sears and Macy’s are just a few retailers saying goodbye to physical locations. While some are moving to e-commerce, others are simply no longer competitive.

Seven Easy Ways to Build Rapport with Customers

Toister Performance Solutions

Rapport is one of the most important customer service skills. It helps customers feel better about your service. They relax and are easier to serve because they like you. And friendly interactions help you sustain a positive outlook throughout your day.

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

8 Ways to Turn Your Contact Center from Cost to Profit

Transparent BPO

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line.

Amazing Business Radio: John Rossman

ShepHyken

Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success.

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!

How to Measure User Adoption and Increase Your Rates

Totango

Metrics are a means to an end. They are not a goal in and of themselves. Their importance lies in their ability to reveal the customer experience of the product or service so you can add value to that experience and maximize the growth of both the customer and your own enterprise.

More Trending

4 Main Benefits of an 833 Vanity Number

CallSource Insights

Why should you take advantage of the newest prefix for easy-to-remember custom vanity phone numbers?

WFM Tips: Tip 1 - Planning Scheduled Breaks

Zoom International

An often followed practice in contact centers is to "not let too many agents take their break at one time.". This is a sound approach to staffing if the incoming workload is steady and all employees are working a shift that spans the operating hours.

Intelligence at Work: Knee Osteoarthritis Labeling Assistant (KOALA) for detecting signs of knee osteoarthritis by IBL

Nuance

As the population ages, arthritis and other musculoskeletal diseases are an increasing cause of physician visits and health care spending. With increased prevalence comes an increased burden for rapid, precise diagnosis and staging, as well as an ability to predict future disability.

How do you gather information about competitors?

Satrix Solutions

The only thing more important than keeping your finger on the pulse of customer and employee sentiment is maintaining a thorough understanding of the competitive landscape.

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.

Stir/Shaken – Shaking things up for fraud prevention

Nuance

It might be surprising to know that during my time penning this blog, I received a call from “Kate about my small business loan.”

Build Customer Trust By Avoiding These Mistakes

Answer Dash

(The article Build Customer Trust By Avoiding These Mistakes was first published on ExperienceInvestigators.com. Re-published at AnswerDash by the permission of the original author.) Success Relies Upon Customer Trust When I ask you a question like, “What brand are you loyal to?”

Why back to school resets my focus to saving time

Nuance

This summer, we had more than 30 interns from universities across the country working throughout the company, in departments from Research and Development, Finance, Marketing, Professional Services, Information Technology, and Sales Operations. Our interns spent twelve weeks with us.

3 Ways to Prepare Your Retail Contact Center for the Holiday Rush

Fonolo

Here’s a sad (but true) story: The dog days of summer are almost at an end.

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!

Solving Business Challenges with IoT + Web Services + WebRTC

ConvergeOne

When you think of any one of these technologies – Internet of Things (IoT), Web Services, or WebRTC – by itself, each is a bright and shiny object that catches our attention. The capabilities of each of these technologies stand on their own and are very cool. Unified Communications

How to Create a Customer Experience Strategy That Actually Delivers

Connect Managed

Customer Experience Contact Centre

Get Your Contact Center Ready for the Modern Age

NICE inContact

If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! That’s because all technology has a “shelf-life”. For many IT systems this is about seven years. This is also true for call center systems.

Three New Integrations to Streamline Your DevOps Practice

Cyara

Customer experience IT leaders know that a well functioning, complete ecosystem of technology—from IT monitoring, defect tracking, and software development systems to IT ticketing—is key.

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.

AI IRL Podcast Episode 31: Did You Know…That AI is Being Used to Improve Global Food Security?

Bold360

Subscribe via iTunes , Spotify and more. Did you know that each year farmers lose about 35% of their production to pests including insects, weeds, and crop disease?

Ep 48 – Stop Promoting your best Employees

BetterXperience

I thought I was getting fired. My boss’s boss hauled me into an impromptu meeting into HR, it wasn’t me, it was my direct manager who just got canned. I was the unlucky SOB who would be stepping in an “interim” basis to take his place. I wanted no part of the job, but I said yes anyway.

Planning For Long-Term Customer Success in Early-Stage Startups

Nicereply

Customer success teams do many different things – support, education, experience, etc. – but, really, their core effort is to make sure customers get the most out of your offering.

3 Reasons You Should Outsource Your Customer Service to a Call Center in Canada

Advantage Communications

Not long ago offshore contact centers were all the rage. They offered basic customer service solutions at an incredibly competitive rate, meaning companies could ensure their phone lines were answered while saving money at the same time.

[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.

Aspect Channel Partner, Call Design, Named Premier Australian Partner

Call Design

This change makes Call Design the sole partner in Australia supporting Aspect Software customers in the market. International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure.

6 Best Practices For Optimizing Zendesk

Customer Service Life

Image by Pete Linforth from Pixabay. This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. Click here to read the original post.

Call Design Invite you to the 2019 Workforce Management Group

Call Design

We are thrilled to announce that we are hosting five workforce management network groups this September in Sydney, Melbourne and Brisbane, Auckland and Wellington. Learn about what new technology and developments are coming your way to help you solve contact centre challenges using the latest in automation and more. Network and share ideas with your industry peers. There is a lot to be discussed…come along! To find out more, check out our events on Eventbrite below: Sydney. Melbourne.

How to Operate a Profitable Customer-Facing Business

CSM Magazine

Operating a customer-facing business means understanding your customers’ needs and expectations. In this way you will have the best chance of growing your business, increasing profits and keeping your investors happy. A profitable business will also help you obtain a cash injection if needed.

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!

Aspect Channel Partner, Call Design, Named Premier Australian Partner

Call Design

This change makes Call Design the sole partner in Australia supporting Aspect Software customers in the market. International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure.

Insights & Analytics: Keep Moving Forward

24-7 InTouch

In the customer care world, tracking and understanding every customer interaction is more important than ever. These insights allow brands to correct policy or procedure issues, respond faster to inquiries and ultimately increase customer satisfaction

Call Design Invite you to the 2019 Workforce Management Group

Call Design

We are thrilled to announce that we are hosting five workforce management network groups this September in Sydney, Melbourne and Brisbane, Auckland and Wellington. Learn about what new technology and developments are coming your way to help you solve contact centre challenges using the latest in automation and more. Network and share ideas with your industry peers. There is a lot to be discussed…come along! To find out more, check out our events on Eventbrite below: Sydney. Melbourne.