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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Take Knowledge Management Efforts Org-Wide With Guru's Summer Launch


Knowledge sharing can often feel like a personal pain. You’re shoulder-tapped by that new sales rep, or you get that Slack message from a customer service agent after a recent product update. And while the pain feels personal, the problem is widespread. product updates

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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.

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


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.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

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.

How to Create a Customer Experience Strategy That Actually Delivers

Connect Managed

Customer Experience Contact Centre

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.

Isolated Seniors and Telehealth: Enabling Better Connections

Revation Systems

Over the last several years, telehealth services have become an efficient (and increasingly popular) way to access healthcare as today’s tech-savvy consumers are more inclined to connect with their healthcare providers through text messaging, video visits and patient web portals.

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.

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.

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

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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.

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.

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

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.

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!

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.

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.”

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

China’s New Calling Regulations


In an attempt to crack down on spam traffic, Chinese telecom regulators recently released tighter restrictions in regard to voice calls made to China. How does this affect you? If you make outbound calls to Chinese destinations and your traffic patterns fail to meet these new standards, your calls have a high chance of being… The post China’s New Calling Regulations appeared first on AVOXI. Other


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

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.