Fri.Aug 16, 2019

The telephone is a dying communication channel. And it’s being killed by robocalls.

Comm100

My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice responds: “We are calling to inform you that the IRS has filed a lawsuit against you…”. I hang up, frustrated, and block the number. I’ve heard this same message all month long.

Why Using a VPN Service Is Crucial for Customer Service Professionals

CSM Magazine

You’ve probably heard that it’s essential for businesses to use a VPN to protect their data. What you might not know is that using a VPN is just as crucial for customer service professionals. This is because they are the employees who deal most directly with clients.

3 must-have qualities to be a great remote employee

JustCall

FlexJobs’ Annual Survey found that nearly 30% of the employees have left a job due to lack of flexibility. An additional 16% are looking for new opportunities because of flexibility issues at their current workplace. With a rise in remote jobs, employees are craving for more flexible work policies.

Is Your Customer Engagement Really Customer-Centric?

ClearAction

Is Your Customer Engagement Really Customer-Centric? Lynn Hunsaker. Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Are you tracking all of these?

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.

Guest Blog: 7 Games to Train Your Team’s Communication Skills

ShepHyken

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. Any job that involves interacting with people requires clear communication.

More Trending

41 Best Sales Podcasts Every Sales Pro Should Listen to Weekly

CrazyCall

Podcasts are a true 21st-century type of content. We’re living in such a fast-paced environment that we strive to consume information in as low-friction way as possible. And podcasts are the answer. The same goes for salespeople. Yes, you!

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Outsource Consultants Makes 2019 Inc. 5000 List

Outsource Consultants

PLYMOUTH, MN, August 16, 2019 – This week, Inc. Magazine published its annual Inc. 5000 list, a ranking of the fastest-growing companies in the United States.

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

How we built our phonetic spelling guide

NameShouts

– Hayley Ostrega, Linguistics Research and Data Associate. What’s in a name?”. Societies have been growing more diverse, and thank goodness we have reached an era where individual authenticity is celebrated.

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.

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up?

Are You Overpaying to Process Transactions by Phone?

plumvoice

It’s a simple fact that no business survives without revenue coming in. While there are plenty of ways to collect payments, one of the most popular is the phone –and that’s where your contact center gets involved with this mission-critical process.

Ready for Vacation? 4 Tips to Help Every CSM Relax & Disconnect

ChurnZero

Author: Alexander Weihmann. As a member of the ChurnZero team, I’m lucky enough to work only a few desks away from our Customer Success Managers (CSMs). Summer vacation mode is in full swing, and many of my colleagues have planned trips to destinations near and far.

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Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ). Today’s agents are clearly the heroes of the contact center – managing angry customers, solving complex problems and juggling multiple systems.

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.

Review Orders Faster With Pro Insight

Whitepages Pro

It’s all about speed and accuracy these days. Consumers want their packages as soon as possible, and on the flip side, manual review agents need to review those orders faster than ever before while balancing accuracy and efficiency.

Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ). Today’s agents are clearly the hero of contact center – managing angry customers, solving complex problems and juggling multiple systems.

ACE 2019 Recap: GEMs of the Year

Aspect

Each month, Aspect and ASUGA recognize and reward individuals using an Aspect solution to deliver experiences that go the extra mile (GEM). These exceptional customer experiences can come from both front-line agents and from back-office team members. Monthly winners receive: $25 Amazon gift card.

Are You Taking a Data-driven Approach to Managing Customer Support?

TeamSupport

There’s no way around it – in the modern business world, companies need data from all areas of their business to keep up. One industry that hasn’t typically been at the forefront of the data revolution is customer support.

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.

What is digital CX? The digital customer experience journey

delighted

The fast rise of digital channels where consumers can engage with or talk about your brand has created loads of challenges. 71% of consumers want a consistent experience across all channels, but only 29% say they actually get it. Consumers will leave your business altogether if they aren’t getting a personalized experience across channels. 33% of consumers who ended their relationship with a company in 2018 did so because the experience wasn’t personalized enough.

Call Center Software for Startups and Small Teams

Hodusoft

Startups and enterprises with small teams may wonder why they should even consider call center software when they have mobile phones, skype, email and WhatsApp for communication.

Spearline Superticket

Spearline

Introduction. Businesses flourish on client communication and clients continue to have a preference for speech communications. Network management staff are always vigilant to guarantee that communication channels are open, working well and promoting company development and growth.

FluentStream is the #1401 Fastest Growing Company in America!

FluentStream

We’re thrilled to announce that FluentStream was listed as #1401 on the Inc. 5000 Most Successful Companies in America! In the past year, we’ve more than doubled our team and. Read More. The post FluentStream is the #1401 Fastest Growing Company in America! appeared first on FluentStream.

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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.

Stratifyd to Participate in 2019 Charlotte Pride Parade

Stratifyd

Estimated reading time: 1 minute. It's pride weekend in Charlotte, and we’re thrilled to announce that Stratifyd will be participating in the seventh annual Bank of America Charlotte Pride Parade on Sunday, August 18! “As As a company, we believe in leaving the world better than we found it,” Stratifyd CTO, Kevin O’Dell said. “We’re We’re extremely excited to celebrate the diversity of Charlotte and want everyone to feel welcome no matter their gender, race, religion, or sexual orientation.”.