Wed.Jan 15, 2020

What Do You Really Need to Launch a Call Center?


Are you looking to launch a call center in the new year? If so, you are in the same position as many business owners. Creating a contact center can be an appealing business move since it has the potential to majorly impact your company’s growth.

3 Solutions Every MSP Should Provide for Their Customers


It’s hard to believe, but we’re quickly approaching the last weeks of 2019. As you look at your company’s wins and losses for the year, you may be thinking how you can expand.

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Your Emergency Response Plan—Be Prepared


One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic.

Contact Center Challenges and Priorities for 2020

Contact Center Pipeline

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities.

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.

Fonolo: Top 20 Customer Service blogs to read in 2020

Peter Lavers

Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres.

More Trending

Introducing: Ask The Customer Service Trainer

Customers That Stick

As a customer experience expert and customer service trainer, I often get questions about the state of customer service, about different customer service techniques and strategies, and about the future of experience. That’s why we started our new series: Ask the Customer Service Trainer.

Are Your Employees Brave?

Taylor Reach Group

By Peg Ayers. Not everyone wants brave employees in their contact center. Subservient employees are less trouble to manage. The status quo works for them. They never argue with management decisions. They keep their suggestions to themselves.

Developing Sales Mindset Is The Secret To Uncovering Opportunity and Selling Success

Integrity Solutions

There’s someone on your team who really should be making quota, but they aren’t. It’s within their reach, you think, if only they’d increase their sales activity. In fact, their low level of activity is only a symptom of the problem.

Sales 71

Try Our Minute Plans for Your Bootstrapping Startup


If you’re in a bootstrapping startup or similar business position, it could be time to consider using a lightweight phone plan if you haven’t already. Perhaps you use your personal smartphone as your business contact. Or maybe you don’t have a phone contact at all.

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.



2019 was a year full of learning and rapid change, and as we’ve been lucky enough to be named the global leader in Customer Service by Clutch, we thought we’d take the time to share the top trends we’re seeing in Customer Service for 2020: #support Ask Experts #customer_experience

Interview with CX Ambassador Myshka Sansoin


Customer experience (CX) is an ever-evolving industry with unexpected twists and turns. But it’s also this unexpected component that makes it exciting for people who turn CX into a career. This year we’ve recognized 12 of these brave souls as our founding CX Ambassadors. . Each month we’ll be featuring an interview with one of these CX Ambassadors, revealing their successes, challenges, and pains.

4 ways to differentiate with superior email customer service


Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Published on: January 15, 2020. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues.

How to Measure Customer Satisfaction in 8 Easy Ways (Methods & Metrics)

REVE Chat Blog

Most of the brands firmly believe the fact that good customer service has a profound effect on reducing customer churn, and eventually the bottom line. Measuring customer satisfaction is becoming the core part of every customer-centric companies. When we talk about being customer-centric, it means that everything you plan and design should have the goal of fulfilling your customers’ needs and expectations.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

7 Horrible Mistakes You Are Making With Customer Complaint Management System

Wowdesk Blog

Customer complaint management is an integral part of a business. No business in the face of steep competitiveness can survive without paying attention to the positive or negative feedback from customers.

What Is CART Transcription and Why Is It Important?

CSM Magazine

Most people are already familiar with sign language interpreters because we see them in events and television shows. But have you ever encountered a CART screen?


Student Success: 3 Ways to Better Support Students in 2020


Every teacher has a passion for helping students learn, and we accept that our teaching role comes with many hats. With all the things we do, how can we better support our students in and out of the classroom?

How a Virtual Receptionist Can Improve Client Confidence In Your Small Business

A Better Answer

As a business owner, your company probably started small. Maybe it’s just you or a handful of other folks on your team. While it’s nice to run a lightweight business, you may run into a few disadvantages when it comes to pitching prospects


Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

What are the Tools a New Call Center Should Have?


What are the Tools a New Call Center Should Have? Providing customer-centric support is now table-stakes for most companies.

CXNext Live: 3 Resolutions to Evolve CX in 2020

bold360 Blog

A new year is a new opportunity to prioritize how you want to evolve your customer experience (CX). To help narrow the field of possibilities, we sat down with someone who has a finger on the pulse of our customers and what they are looking to achieve in 2020, for episode 11 of CXNext Live.

Turning Customer Complaints to Customer Loyalty: Challenge #4 of 5

Up Your Service

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fourth challenge, Turning Customer Complaints to Customer Loyalty.

Get Your Bank Ready to Measure CX in 2020


2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. Some clients are looking to launch their very first customer experience (CX) program, and others are looking to evolve their existing program. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1. Is NPS the right metric?

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Aligning Leadership and Service Performance: Challenge #5 of 5

Up Your Service

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fifth challenge, Aligning Leadership and Service Performance.

The Top 10 Most Effective Inbound Call Center Metrics You Should Be Tracking

Global Response

Average Speed of Answer Measuring your ASA helps the call center reach the customers, understand their questions and find solutions in the most efficient way possible. Our customers value their time more. The post The Top 10 Most Effective Inbound Call Center Metrics You Should Be Tracking appeared first on Global Response. Best Practices Reporting and Analytics

“What is Excellence?” Ron Kaufman on Excellence as Momentum, not a Position

Up Your Service

Transcript of What is Excellence?”, ”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. Now, some of you are saying, “Excellence has to be Unbelievable.” ” The rest of you are saying, “No, no, no.

A Customer Experience to Watch: Learn 5 Examples of Good Customer Service from Alaska Airlines [Monthly Brand Crush Post]


Too often we hear about companies failing to meet customer expectations. News cycles are flooded with messes companies can’t clean up and with negatives we all can’t seem to escape. But what about all those companies that are crushing it?

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

2020: The Year of Digital-Only Banking?

Revation Systems

As technology continues to impact the banking industry today, a shift is beginning to occur in consumer behavior.

How to Improve your HR Team's Performance with AI-Powered Systems

Call Experts

Success is developed through a perfect combination of talent and technology. Employees are the real assets for companies. As per “The future of work 2020” report, HR departments must focus on People and Performance to enhance overall employee management and productivity. .

Top 5 strategic priorities for CIOs in 2020


As the light dims on 2019, CIOs are turning their talents to the next legs of their digital journeys. Many IT leaders will augment their employee experience (EX) to improve the overall customer experience (CX). To wit, CIOs will focus on talent, culture and organizational challenges in 2020. “CIOs will get a chance to step forward as business leaders, further developing their tech-driven. Source.