Tue.Oct 15, 2019

8 Reasons Why Customer Service Will Never Be Perfect

Steve DiGioia

Stop, just stop it. You’re not perfect and neither are the people you have working for you. And don’t even get me started about how “perfect” your business is. So, you must realize that your customer service will never be perfect either. Agreed? Good, now we can move on and try to fix it.

KISS Method: “Keep it Simple with Speech”

Contact Center Pipeline

Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools necessary to capture, organize and analyze unstructured information to make insights actionable.

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Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

McorpCX

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.

Call Center Reporting Behind Closed Doors: Why You Shouldn’t Have to Pay Top Dollar to Manipulate Your Data and Get the Reports You Need

SharpenCX

Complicated. Inconsistent. Limited. Cumbersome. Difficult. Time Consuming. Expensive. Scanning through G2 reviews of well-known call center systems, we see these words (and dozens more) rattled off to describe call center reporting and analytics.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Developers and DevOps in the Contact Center

Cyara

As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives.

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Customer retention rates depend on understanding these 3 personas

TechSee

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.

How A CEO Can Effectively Build A Sustainable Company Culture

Guru

A company’s values are its lifeblood. When done well, they guide us on how we truly want to operate both as a company and individually as we do our daily jobs. They should be a part of every decision made, which means they must have room to grow and change as a company matures.

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5 Tips For Providing Quality Customer Service Training

Fonolo

Great customer service starts with making great hires. But, that’s not where it ends. Providing excellent customer service has never been more critical.

The rising impact of technology in law enforcement

Nuance

As we continue to prepare for IACP 2019, this year has sparked a lot of conversation amongst my team and me about how technology has become an integral piece of the law enforcement arsenal.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

6 Keys to Choosing a Call Center

Ansafone

Customer service should always come first, but there are other things to consider when deciding which business to partner with for your call center center. Deciding which company to outsource customer service calls to is a major decision.

Global Customer Self-Service Software Market Is Booming With an Annual Growth Rate of 18.4%

Answer Dash

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. In other words? Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. Here’s everything you need to know.

Amazing Business Radio: Laurie Guest

ShepHyken

Small Change, Big Payoff with Laurie Guest. How Small Things Can Impact Customer Service in a Big Way. Shep Hyken interviews Laurie Guest.

Squelch Is Playing to Win at TSW 2019 in Las Vegas

Squelch

Squelch is proud to announce its sponsorship of Technology & Services World (TSW) 2019 , which is hosted by the Technology Services Industry Association (TSIA).

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

The rising impact of technology in law enforcement

Nuance

As we continue to prepare for IACP 2019, this year has sparked a lot of conversation amongst my team and me about how technology has become an integral piece of the law enforcement arsenal.

How “3-Dimensional” Customer Personas Radically Improve CX Design

McorpCX

Customer experience design professionals have recognized the power of customer persona for years.

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How Utilities Can Use Digital Communication to Fix a Fractured CX

CSM Magazine

For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). The focus in many areas, has tended to be on technologies that supported infrastructure and reduced operational costs. But today’s customer expects much more.

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

McorpCX

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

The Unexpected Key to Your Financial Services Contact Center Success

LiveVox

The Key to Your Financial Services Contact Center Success You probably already know that customer experience is now a primary focus for financial services enterprises. This is a good thing.

What's a Multimodal Customer Experience?

Jacada

How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.

How to Increase Revenues with a Better Renewal Process

CSM Practice

A steady stream of recurring revenue is essential for any SaaS company. It forms the basis for the company’s profitability and valuation. Since customers prefer pay-as-you-use services, most businesses now use a subscription-based model to generate revenue.

Global Response is Hiring; Join Us at Our Job Fair

Global Response

Global Response, The Brand Contact Centers, is hiring more than 1,000 Customer Service Representatives for its Margate location. Candidates are invited to its Saturday, Oct. 19 Job Fair, from 8 a.m.-3 3 p.m. The post Global Response is Hiring; Join Us at Our Job Fair appeared first on Global Response. Global Response Blog Hiring and Training

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

Alorica Lanza Iniciativa Global De Reclutamiento Para Contratar A 25,000 Extremadamente Geniales Asociados De Servicio Al Cliente

Alorica

Proveedor líder de Transformación Digital en busca de miles de Talentos para ayudar a cumplir su visión de Mejorando Vidas, una Interacción a la vez IRVINE, California – (14 de octubre de 2019) – Alorica Inc., líder mundial en soluciones de servicio al cliente, anunció hoy planes para contratar al menos 25,000 asociados de servicio al cliente en 100 Centros de Contacto en todo el. Source. Noticias Recruiting

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Global Response is Hiring; Join Us at Our Job Fair

Global Response

Global Response, The Brand Contact Centers, is hiring more than 1,000 Customer Service Representatives for its Margate location. Candidates are invited to its Saturday, Oct. 19 Job Fair, from 8 a.m.-3 3 p.m. The post Global Response is Hiring; Join Us at Our Job Fair appeared first on Global Response. Global Response Blog Hiring and Training

Structure Customer Success on Delivering Strong Transformational Value

Strikedeck

Vincent Manlapaz, in an interview with Mary Poppen, Chief Customer Officer at Glint Inc, talks about the urgency and importance to building Customer Success in an organization right from the start. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Deliver Personalized Care Across Channels: Join us at Customer Contact West: A Frost & Sullivan Executive MindXchange

Aspect

Fall is in the air. That means it’s time for apple picking, pumpkin carving and the 15 th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange, October 27 – 30, 2019 in Huntington Beach, California. We’re excited about participating in these action-packed few days.

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.