Mon.Apr 22, 2019

The 4 Stages of Call Coaching Proven to Boost Appointment Setting

CallSource Insights

The ultimate goal of any call handler is to book the appointment for a caller. Although many call centers utilize phone scripts to stay on track, you don’t have to follow a specific script to ensure a successful phone call. Phone scripts don’t always lead to appointments – good phone skills do. CallSource has broken down inbound calls into Four Core Principles to simplify this process for call handlers.

Are Customer Satisfaction Score (CSAT) Surveys Still Relevant?


Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more. Which begs the question: In today’s environment, is the Customer Satisfaction Score (CSAT) survey still relevant? Our take?

Infographic: Top 5 Financial Benefits of a Customer-Powered Community


One of the most valuable resources available to businesses today is a healthy community of engaged, happy customers. In fact, IDC expects the worldwide online communities market revenue to grow to $1.2 billion by 2019, representing a CAGR of 24.3%. Many leading companies are also leveraging their communities to mitigate costs, saving thousands without having. The post Infographic: Top 5 Financial Benefits of a Customer-Powered Community appeared first on Influitive.

5 Ways Rich Messaging for Customer Service Transforms Customer Expectations


Remember when using acronyms like LOL, BRB, and BTW were the only way to express yourself on a text message? For a clever few, with a little time on their hands, the use of textual characters morphed into a new form of art to help convey a message.

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.

5 Top Customer Service Articles for the Week of April 22, 2019


Each week I read a number of 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. Why Anxious Customers Prefer Human Customer Service by Michelle A.

More Trending

The Role of Human Talent in a Digital-First World


Strike the right balance between digital and human assistance in customer journeys. The post The Role of Human Talent in a Digital-First World appeared first on Concentrix. Thought Leadership Resources


How IoT Support Is Making Our Lives Easier: 6 Ways Connected Devices Are Elevating Customer Experiences

Relay Blog

Thanks to the internet, just about everyone – and everything – is connected. Not only. The post How IoT Support Is Making Our Lives Easier: 6 Ways Connected Devices Are Elevating Customer Experiences appeared first on Relay. Support customer experience faster iot personalized support

Reputation Management versus Reputation Marketing


Is there a difference between reputation marketing and reputation management? Absolutely. We'll tell you more here. Continue reading → The post Reputation Management versus Reputation Marketing appeared first on CustomerCount.

Mapping Workforce Engagement to ROI in a Digital Customer Journey

Noble Systems

Mapping out your company’s digital customer journey is never an easy task, especially when the focus is primarily on the customer experience. It is important to know what exactly goes into the customer experience to truly understand their digital journey, and that starts with your employees.

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.

Cybersecurity & Healthcare: The Legacy Tech Conundrum

Revation Systems

Modern technology has significantly changed healthcare — from the way medical professionals care for patients to the way the front offices handle the business side of medicine.

The Best B2B Marketing Blogs to Follow


It’s been a pretty good year for us so far. Our clients are happy because they’re websites are getting more traffic, their emails are getting more engagement and they’re getting more leads. Google’s search algorithm has been through an update and we’ve learned a lot from reading up on what other experts in the marketing […]. The post The Best B2B Marketing Blogs to Follow appeared first on Genroe. General PP: B2B Marketing

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The Effortless Experience: Conquering the new battleground for customer loyalty


Key Performance Metrics for Quality Analysts and How to Improve Them


Any effective quality assurance program hinges on the choice of performance metrics. If you’re not sure which performance metrics are most important, you might not end up with the insights you’re looking for when evaluating customer service agents’ work. CX Culture

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Launching Quality Insurance Products with Velocity


Various Insurance Products Available to Millions of Members United States – Concentrix Insurance Solutions partnered with a major Financial Services organization to launch their new insurance products on the GIAS software platform. Our client is using our software and professional services team to launch products quickly that are critical to their business success and meeting. The post Launching Quality Insurance Products with Velocity appeared first on Concentrix. 2019 News NewsClip


Questions & Answers on The Future of Service Excellence

Up Your Service

The largest English language news service in Romania posed these insightful and provocative questions. In this video, Ron Kaufman answers them all! How do you see the future of customer service in those industries in which automatization and robots are replacing jobs?

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Tales of Two Contact Centers: Real-Life Stories of Cloud Migrations


While the number of contact centers migrating from traditional on-premises solutions to contact center-as-a-service (CCaaS) steadily increases, contact centers still exploring cloud options are considering their potential moves carefully.

Questions & Answers on The Future of Service Excellence

Up Your Service

The largest English language news service in Romania posed these insightful and provocative questions. In this video, Ron Kaufman answers them all! How do you see the future of customer service in those industries in which automatization and robots are replacing jobs?

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

CX to XM: Propelling Humanity & Intelligence

Customer Experience Matters

As you have hopefully seen, I’m now running the Qualtrics XM Institute, where we will be producing easy-to-consume, compelling content and training that both inspires business leaders with experience management (XM) possibilities and helps them drive value from their programs. Many people have asked me recently about why we’re now focusing on XM instead of on customer experience (CX). The quick answer is that we are still focusing a lot on CX.

5 Common Customer Service Complaints (And How to Resolve Them Quickly)


If your customers are complaining about the same issues, take note. While your service may need some improvement, there’s no need to get nervous or irritated. These customers are doing you a favor—if many people have the same concerns, it’s actually easier for your customer service team to satisfy many customers at once when those issues are tackled. Here are five common service complaints that brands experience—and how you can resolve them to your customers’ satisfaction.

Global Response exhibits at ICMI Expo

Global Response

Four inspiring featured keynotes, awards celebration on Expo agenda The description of keynote speakers for the ICMI Contact Center Expo in Fort Lauderdale alone is enough to inspire prospective conference-goers to both more. The post Global Response exhibits at ICMI Expo appeared first on Global Response. Events and Partnerships

Understanding and Retaining Today’s Tech-Driven Millennial Workforce


According to the Pew Research Center, the Millennial generation can be defined as individuals born between 1981 and 1996 (ages 22-37 in 2018). Today more than one in three members of the American workforce are Millennials, making them the largest generation in the US workforce. Boosted by immigration, the population of Millennials is expected to reach 76.2 million in 2036, surpassing baby boomers as the largest living adult population.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

4 Guest Experience Trends in the Restaurant Business: Engaged Employees, Third-Party Delivery and More!


Each day, restaurants all over America serve tens of millions of guests. When they deliver great experiences , guests reward them with more frequent visits, larger orders, and positive word-of-mouth that drives revenue and growth.

Next Stop - San Francisco and Slack

Jon Arnold

Am mostly caught up from my last round of travel, and starting tomorrow, I have back-to-back weeks of events to get to. This week, it’s Slack in San Francisco, and the week after will be Ribbon’s event in Washington, DC.

What the Best Tips to Make Call Center Successful?

Dialer 360

Whenever you plan to start any business, especially call center business, you have to learn so many things regarding business. It doesn’t matter industry on a small level or huge level. There must be some strategies and essential factor to start your call center.

Talkdesk Physical Security and Security Operations


Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This post is the third in a four-part series outlining Talkdesk’s security policies. In this post, we cover the topic of Talkdesk physical security and security operations. Physical Security.

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.