Fri.Jan 24, 2020

6 Tactics to Focus on for Preventing Customer Churn


The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake at night. Especially in the B2B (business-to-business) industry, losing just one major customer can make or break a business.

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4 Tips for Choosing the Right BPO for Your Call Center


With your customer base growing constantly, chances are that your call center will be at max capacity in no time. Hence, you will begin searching for a reliable and affordable solution to aid you in ramping up customer assistance.

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9 Well-Meaning Yet Harmful Phrases to Avoid with Customers


9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. Author: Emily Nesterick. In honor of the 62 nd GRAMMYs airing this weekend, I wanted to highlight a song nominee that’s become the unofficial anthem of dealing with difficult customers.

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Guest Post: The Secret to Stand-Out Store-Level Customer Service


This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

The Secret of Pricing

Beyond Philosophy

The Secret of Pricing. Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a pertinent business area disguised in a difficult-to-interpret label. Hyperbolic Discounting does not mean what you might think.

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How to Nail Your Customer Service Job Interview

Customers That Stick

So, how do you nail your customer service job interview? The first thing is to do all of the basics: be professional, research the company, even research the person you’re interviewing with. Past that, if you’re trying to get into customer service, I’ll give you one tip.

Is your contact center really providing an Effortless Experience?


You settle down for the night, planning to finally watch that HBO film you recorded weeks ago. The kids are in bed, the popcorn is popped and you have arranged yourself on the couch in a way that says “no, I don’t plan on moving for the next two hours.”

Rick Nucci Talks Startups, Culture, and Philly on The Twenty Minute VC


Guru's CEO and co-founder Rick Nucci recently sat down with Harry Stebbings, host of the 20 Minute VC podcast and touched on everything from his vision for knowledge management to building a company culture, effective leadership, refining the interview process, and what it means to be a tech company outside of a traditional tech hub.

Put an end to churn by focusing on customer effort


What if everything you thought you knew about measuring customer service and the customer experience was wrong? . Customer Satisfaction (CSAT) Score and Net Promoter Score (NPS) are ubiquitous customer service metrics.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

3 customer churn symptoms and cures


Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. Published on: January 24, 2020.

12 Customer Service Memes You Can Relate To


Check these 12 all-too-familiar customer service memes and see that you're not alone in your frustration. The post 12 Customer Service Memes You Can Relate To appeared first on HelpCrunch blog. Customer service

Watch This Space Podcast - What's Ahead for 2020

Jon Arnold

In short, it’s AI and CX, but to get the rest of the story, please check out our latest podcast here. As usual, newsletter subscribers got this earlier in the month, and now I’m sharing it publicly. Lots of change coming in this new decade, and would love to hear your thoughts on our outlook.

Preparing Your Contact Center for the Unexpected

NICE inContact

NICE inContact has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

2020 Retail Mobile Trends Report


The post 2020 Retail Mobile Trends Report appeared first on Quiq. Messaging Research Uncategorized


Your Annual Call Center Performance Scorecard


You know your contact center agents work hard. You’ve seen them in action. But do you know how effective their hard work really is? How productive are your agents? It can be hard to determine how efficient their efforts are when you’re only seeing part of the big picture each day.