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.

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


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 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 today, and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics!

How to Measure User Adoption and Increase Your Rates


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.

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


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.

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.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Three New Integrations to Streamline Your DevOps Practice


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.

Twilio SIGNAL - My 2 Main Takeaways on No Jitter

Jon Arnold

I attended my second Twilio SIGNAL event earlier this month in San Francisco, and as good at my first one was, this was even better. Bigger too, but also full of many updates that shows how far and wide their capabilities keep evolving.

How to Create a Customer Experience Strategy That Actually Delivers

Connect Managed

Customer Experience Contact Centre

Solving Business Challenges with IoT + Web Services + WebRTC


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

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Ep 48 – Stop Promoting your best Employees


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.

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?”

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.

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.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

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.

Stir/Shaken – Shaking things up for fraud prevention


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

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. Why does technology have an expiration date? Because software and hardware either wears out or becomes functionally obsolete.

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


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.

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.

How to Create a Customer Experience Strategy That Actually Delivers

Connect Managed

Customer experience is top of mind for companies large and small but nonetheless businesses still commonly fail to make the grade. No company can afford to drop the ball: a Microsoft survey found that 96% of respondents felt customer experience plays a role in their choice of brand.

4 Tips to Improve Your Contact Center Customer Experience


If you’re in the contact center space, chances are you already have a customer experience strategy.

Compare Our Mobile Business Phone Service Options


At VirtualPBX, we’re well aware that employees need the flexibility to make calls within and outside the office.

CRM 52

Preparing for the Upcoming Call Center Peak Seasons


If your facility is like most, you’re always working on solutions for handling call center peak seasons. However, you may not yet be in the frame of mind to prepare for the holiday rush. After all, it’s still August!

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

What to Consider When Forecasting for Live Chat in Your Contact Center


Forecasting for phone channels is only part of our challenge as planners these days. With the explosion of other entry points into your contact center, it’s important to be able to develop forecasts for other types of channels as well.

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


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

Why back to school resets my focus to saving time


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.