Mon.Jul 19, 2021

11 Customer Service Leaders We Can All Learn From

Steve DiGioia

Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold.

5 Top Customer Service Articles of the Week 7-19-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Should the Chief Experience Officer Cease to Exist? by Mary Drumond.

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5 Tips for Building a World-Class Customer Success Team

Totango

The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable.

How to Provide 24/7 Customer Support [Stats + Planning Guide]

Nextiva

A great customer experience starts and ends with one thing: getting help now. Today’s customers expect 24/7 support across channels. No waiting through endless help desk queues or for your ‘business hours.’ For many years, companies provided 24/7 customer support from a vast network of call centers.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

How to Create a Chatbot Using Zendesk Articles?

kommunicate

In this blog, we will help you in creating the chatbot using your Zendesk articles. This can help you to create most efficient chatbot and save a lot of your time. Prerequisites: Kompose chabot builder account, we will be importing articles to Kompose and create a chatbot.

More Trending

Do You Need a Virtual Agent? Here are the Top 12 Reasons to Get One

LiveVox

Do you need a virtual agent? That depends: do you want to automate answers for routine questions, resolve repeat issues, and free up valuable customer or agent time?

CX excellence award winners stand out in CXone community of winning customers

NICE inContact

Learn more about how CXone’s smart technology, strong partners and deep expertise can be the winning combination for transforming your organization’s contact center and CX. CXone NICE CXone Events General

How To Increase CSAT Scores

LiveVox

Your customer satisfaction score, or CSAT score, is a direct indicator of how satisfied a customer is with your products and services or with interaction with your brand. Usually expressed as a percentage, the CSAT score is one of the top metrics used to determine customer loyalty.

Your Guide to the BPO-lympics

Outsource Consultants

Olympians don’t just “happen.” There are a lot of factors that contribute to Olympic success. Genetics, financial resources, access to top coaching, and exposure to the sport at a young age are all virtual requirements for a decorated athletic career.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

The turbulent staffing challenges within travel and hospitality

Liveops

Staffing challenges within the travel & hospitality industry. A year and a half with minimal vacations and international travel. Is it any wonder that the travel & hospitality industry is struggling to hire enough people to meet this pent-up demand?

5 Common Customer Support Inefficiencies & How to Solve Them

Solvvy

If there’s one thing that makes managers’ and owners’ skin crawl, it’s inefficiency. Business leaders are constantly on the prowl to find ways to reduce expenses, improve profits and get their entire team to work smarter.

How to Select the Best Workforce Management Solution for your Contact Centre

Call Design

The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.

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7 Ways To Help Your Employees Plan For Tax Season

CSM Magazine

We talk a lot about providing excellent customer service to your external constituents. But what about your employees? When you’re in customer service, whether internal or external, you always have someone that needs your help.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Quality Contact Solutions Ensures STIR/SHAKEN An Attestation for Client Telemarketing Programs

Quality Contact Solutions

Aurora, NE (June 9, 2021) Quality Contact Solutions (QCS) has announced that all outbound telemarketing services provided to its enterprise clients will be STIR/SHAKEN compliant with An Attestation before the Federal Communication Commission’s June 30, 2021, deadline.

How To Handle Negative Employee Reviews Like a Pro

CSM Magazine

Are you dealing with a backlog of bad reviews about specific employees in your company? Are you grappling with HR issues that seem to keep your staff from doing the best they can? Whether the reviews are true or false, bad reviews can wreak havoc.

Cali, una ciudad atractiva para empresas del sector servicios

Alorica

Cali se sigue consolidando como una ciudad atractiva para la llegada de empresas internacionales del sector servicios. Alorica Inc., una de las compañías líderes en el mundo en soluciones de experiencia del cliente (Customer Experience, CX), estableció un nuevo contact center en la capital del Valle del Cauca con el fin de expandir su presencia en América Latina. “Colombia está exactamente donde. Source. Noticias

6 Ways to Make a Hiring Manager Notice You

CSM Magazine

Looking for a job is usually quite an exhausting process. You spend hours searching for the right offers, send applications, then do it all over again – oftentimes, for months on end. Then, after a while, most candidates are so spent that they don’t care about landing a dream job anymore.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Hybrid Work - Trust Holds the Key to Productivity - My Latest for No Jitter

Jon Arnold

Been offline for the past week or so, but back now, and a few things to catch up on. This is my latest post for No Jitter , so am posting here in case you missed it.

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4 Tips on How to Properly Run an Online Store

CSM Magazine

Online businesses have been booming for quite some time now. And even though new stores pop up every day, the market is still vast, and that’s why so many people are hopping into the eCommerce scene. Sadly, not everyone joining this industry stands to make a profit.

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Sykes

Add Your Heading Text Here. The post Sample appeared first on SYKES. UNCATEGORIZED

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Knowledge base system- 4 features of KMS that elevate CX

Knowmax

Knowledge base system- 4 features of KMS that elevate CX. KM Software Knowledge Base knowledge base knowledge base benefits knowledge base for support agents knowledge base platform knowledge base software knowledge base system

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How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Customer Success Statistics in 2021

CustomerSuccessBox

We all live in a subscription economy today. We are no longer in the ownership economy, which basically means that you don’t have customers who are purchasing your product but rather you have subscribers who are renting or subscribing to your product or service.

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HoduSoft at CommunicAsia 2021: Building value for customers through sustained effort

Hodusoft

HoduSoft at CommunicAsia 2021. The Covid-19 has changed how we live and work. But it has shown us how resilient we are amid challenges as the HoduSoft team joined CommunicAsia 2021 on the virtual platform.

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A Guide to Geographical Pricing for SaaS Companies

SmartKarrot

One needs to consider a plethora of factors before finalizing a certain pricing strategy. For a SaaS company, a successful pricing strategy is one that focuses on the customer’s perceived value of the offerings.

Jul 19 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: New York, NY, US Organization: Talent Partners Consulting, LLC As a Director of Customer Success, you will oversee all aspects of Call Center BPO activities as they relate to supporting our customers.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.