Fri.Sep 20, 2019

Why Customer Service is Important to Businesses: Top 5 Reasons

ProProfs Blog

Annually, U.S. companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. .

Moving to Cloud: A Must for Contact Centers

NICE inContact

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago.

The Ultimate Guide to Vanity Phone Numbers

CallSource Insights

Learn all about what a vanity number is, why and how to get a vanity number, and all things vanity phone numbers. Vanity numbers are great for branding your businesses by providing easy-to-remember phone numbers for your customers.

Guest Blog: Why cross-team collaboration is essential for B2B customer support teams


This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support.

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The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

How To Overcome Organizational Silo’s To Make Progress

Beyond Philosophy

How To Overcome Organizational Silo’s To Make Progress. In The Fellowship of the Ring , Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that since the Ring was a problem for all of Middle Earth, everyone should be involved. A Customer Experience Council (CX Council) follows Gandalf’s lead.

More Trending

What I Learned from Customer Success Summit 2019


5 Fun Memories That Made This An Event I Won’t Forget. Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever.

6 Ways a Survey Maker Can Help You

ProProfs Blog

With the world continuing its march towards the digital space, data collection and information gathering have become both; easier and harder. Is that an oxymoronic statement? – Yes. Is it true? Also Yes. Why is that so?

Analytics Is King: How RS Components Finds Deep Customer Insight


World-class electronics distributor translates data into higher ROI Read this case study from Adobe to learn how RS Components uses Verint ForeSee and Adobe capabilities to bring behavioral and attitudinal. Client Voices CX Best Practices Measurement & Analytics ROI of CX

Barriers of two-factor authentication


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.

Q&A: How to Build Effective Customer Success Plans


Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully.

??Companies Hiring Seasonal Workers and Save The Date!

Branch Mesenger

It’s that time of year again -- the push for seasonal hiring!

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Leverage Gamification to Level Up Customer Support

Noble Systems

How well are your customers being served by your customer support contact center? Are your agents delivering the best possible experience when customers engage with your business? Knowing how well your customer support team is performing is essential for continuous improvement.

The Top 5 Most Important Metrics to Customer Success Teams


With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How Important is Customer Service to Organizations?


The purpose of any business is to maximize profits for the shareholders. Generally, there are two ways in which this is accomplished: increasing revenue and reducing cost.

From Chaos to Clarity: How Support Can Build a Knowledge-Sharing Culture


On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). The topic was knowledge management, with a particular emphasis on How Support Can Build a Knowledge-Sharing Culture.

Audit Your Service Provider – Send Us Your Phone Bill!


Have you looked at your business’s phone bill lately? You might be paying more than you need to. We’d like you to consider VirtualPBX for your next Business Phone System , so take a few minutes to examine your current phone bill.

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From Chaos to Clarity: How Support Can Build a Knowledge-Sharing Culture


On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). The topic was knowledge management, with a particular emphasis on How Support Can Build a Knowledge-Sharing Culture.

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.

Maximizing Your ROI with Call Center Technology


As with any business, your contact center likely makes maximizing your return on investment - or ROI - a priority. When you pour money into your company, you expect to see some kind of return on that expense.

From Chaos to Clarity: How Support Can Build a Knowledge-Sharing Culture


On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). The topic was knowledge management, with a particular emphasis on How Support Can Build a Knowledge-Sharing Culture.

Next Stop - Plano, TX and Mitel

Jon Arnold

I’ve had a good run of staying close to home, but starting Monday, travel season kicks in for me. The road begins with Mitel’s Analyst and Consultant Summit in Plano, Texas. Definitely looking forward to that, and as luck would have it, they’re taking us to the ball game on Tuesday night, and yes, the Rangers are playing my Red Sox. I will be appropriately attired, so planning for baseball will loom large in my packing plans.

Is Your Business Ready for Small Business Saturday?

Working Solutions

Is your business ready for Small Business Saturday? Or, perhaps more to the point, is your business seizing the chance presented by Small Business Saturday to bring in new customers, generate more sales and raise awareness of your brand? If not, you may be missing out on a great opportunity. If Small Business Saturday isn’t […]. Call Center Outsourcing call center outsourcing

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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.

7 Ways Customer Service Can Go Wrong

bold360 Blog

We all know that nobody wants nor has time to deal with bad customer service. But unfortunately, bad customer experiences happen every day. And while it’s no consolation to the customers who have been at the receiving end of lousy support, other businesses can learn from common CX mistakes.

What Do McDonald’s AI Investments Say about the Future of Customer Service?


Last week, McDonald’s bought Apprente, a technology firm specializing in artificial intelligence (AI) systems to take orders in quick service restaurants (QSR). They mentioned drive thrus in the press release. And drive thrus account for around %70 of their sales.

Good CX Requires Great CX Design


Commentary by Mark Landry, Human Experience Activist September 10, 2019. Great design is just as important as the underlying technology in Conversational AI solutions. While it takes engineers to build AI solutions, it requires an artist to use it effectively.

Global Market Research Firm Makes The Case For Alorica’s Insanely Great Customer Experience Solutions Delivered From The Philippines


Frost & Sullivan’s Market Insight Report Outlines Why Brands Should Leverage the Digital Transformation Provider’s World-Class People, Technology, Processes and Expertise in the Country IRVINE, Calif. – (Sept. 20, 2019) – International research firm Frost & Sullivan reported on Alorica Inc., a global leader in customer experience solutions and CCW’s BPO of the Year, highlighting the. Source. Press Release

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.

Customer experience vs customer service: why it matters to your business


Historically, the concept of “customer experience” has been seen as purely the responsibility of customer support. Today, this couldn’t be more inaccurate. In the past, customer experience was whether or not the support rep on the phone or the attendant managing department store returns — or any other gatekeeper of company protocol — could help you amend a product related issue.