Mon.Nov 25, 2019

Call Center Metrics: Examples, Tips & Best Practices


An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly.

Developing an Effective Chat Bot Strategy to Fuel Exceptional Customer Experiences

CSM Magazine

Bots, and the underlying AI that drives them, have become increasingly popular in many Customer Experience and contact center circles, and for good reason. Bots offer extended functionality and enable customers to find answers or support without the involvement of a live agent.

The Contact Center Workforce Manager Skills Series

The Call Center School

Part 2: Skills for Creating Optimized Schedules. Always treat your employees exactly as you want them to treat your best customers.". This quote from Stephen R. Covey, business author and successful entrepreneur, is not just for executives to internalize. It also applies to workforce managers.

5 Top Customer Service Articles for the Week of November 25, 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. The Jury Is in on the Future of Customer Experience by Lisa Loftis.

Conquering CX in the World of Technology

Speaker: Stacy Sherman, Head of Customer Experience and Culture Transformation

We are in the midst of a technological boom. New technology is being released every year and both employees and customers must adapt to the latest trends. It’s important that organizations are aware of what is available and what will be best for a successful customer experience. Join us for an insightful webinar with Stacy Sherman, where she will provide information on how current technology trends such as sending alerts and notifications can go a long way in improving customer experience and customer loyalty.

Customer Satisfaction Score (CSAT) Industry Benchmarks


If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). .

More Trending

Set Up a Scalable Sales Process With the Right Documentation


Here at Guru, we are firm believers that you need sales documentation to build a kick-ass sales team.

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Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best


As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Agent.

We Love Stuffing, We Hate Turkey, and We’re Thankful for YOU

Certified Languages International

In 2018, nearly 55 million people in the U.S. hit the road and headed to Grandma’s house, or a friend’s condo, or their roommate’s parents’ house to celebrate Thanksgiving. It’s a holiday centered around gratitude; traditionally it’s a time to relax and toast a successful harvest season.

Post-Conference Takeaways And Thoughts From 2019 QuickBooks Connect

Abby Connect Virtual Receptionists

Another QuickBooks conference came and went this November in sunny San Jose, CA. And, we are excited to share what we learned with you all! Here are some of the highlights from our experiences at this incredible event. Leadership & Management Customer Service Small Business & Entrepreneurs

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

8 Customer Journey Analytics Your Customer Success Team Needs to Track


It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. .

5 Advantages of Hiring a Marketing Agency

CSM Magazine

Marketing is a very important determinant of the success of a business. Contrary to the opinions of many, marketing has a lot to do other activities other than just advertising. It is everything to do with how a company or a business presents itself.

Deliver Cohesive Business Results in your Contact Center

Waterfield Technologies

A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. Today we are able to create and implement an extensive, all-in-one […].

5 Ways to Win More Customers for Your Business

CSM Magazine

As a business owner, you’ll agree that starting your business wasn’t easy at all. It took a lot of time and resources to get it running. Completing the first phase of development which is getting the business on the ground successfully is a self- esteem booster.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Brace Yourself for Black Friday with Solid Inbound Call Management Services


Ah, Black Friday. Once an unofficial American-exclusive holiday, this day-after-Thanksgiving kickoff to the holiday shopping season has gained traction in recent years all over the world. It seems that everyone wants to get in on the fervor - and possible frustration - of the season.

Nominate your top team members for the CEP Award



Blueworx Voice Response Update Adds Functionality: Blueworx Voice Response for Linux 7.15


Blueworx Voice Response 7 for Linux (BVR) continues to offer a highly scalable, reliable and flexible IVR platform, allowing the user to extend the customer journey beyond traditional capabilities. We […]. The post Blueworx Voice Response Update Adds Functionality: Blueworx Voice Response for Linux 7.15 appeared first on Blueworx. Blog Blueworx Voice Response Cache Linux


How to Stay Connected With Your Customers

Win the Customer

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. .

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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.

The Path To AI-Based Customer Service… That The Business Will Support


In the world of Customer Service, Artificial Intelligence (AI) is one of the hottest buzzwords of 2019, followed closely by Robotic Process Automation (RPA). True AI utilizes “models” that learn and adapt to customers, self-optimizing over time. Moving to AI is challenging not only from the technical perspective, but also from the business perspective as […]. Blog AI Artificial Intelligence

The Right Side of Thanksgiving

Chip Bell

Thanksgiving. We all know it as a day of gratitude. That is the left side of the word. While the origin of the day goes back to 1536 during the reign of Henry the 8 th , in this country we associate it most with the Pilgrims in Plymouth in the early 1600s who carved out a day from their rugged quest for survival to express their gratitude for making it that far. But, it is also about the right side of the word—giving.

It’s back! Nuance IQ Fall Edition now live


What’s your favorite thing about fall? The amazing colors of the autumnal leaves? The spiced pumpkin lattes? Or maybe the return of Nuance IQ? That’s right—the hub for AI innovation news and insights is back for another edition.

Proactively prepare your contact center for Black Friday.


With the built-up excitement for Black Friday about to be unleashed at the end of the week across all retail stores and websites, it’s another sector that can easily get affected and should be prepared for the increase in traffic: Contact Centers.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Intelligence at Work: MaxQ AI’s ACCIPIO intracranial hemorrhage (ICH), stroke, and head trauma software platform


Randy Rohmer, Director Commercial Operations of MaxQ AI, shares his insights about how MaxQ AI-driven algorithms aim to meaningfully help reduce misdiagnosis and healthcare costs by making artificial intelligence intrinsic to the diagnostic process for time-sensitive and life-threatening conditions.

My Next Webinar - CCaaS Channel Opportunity for SMBs, with CoreDial

Jon Arnold

I’ve been doing a fair number of webinars lately, and the next one is on the hot topic of CCaaS - contact center as a service. This time around, the sponsor is CoreDial , and it’s being hosted by Channel Partners Online.

It’s back! Nuance IQ Fall edition now live


What’s your favorite thing about fall? The amazing colors of the autumnal leaves? The spiced pumpkin lattes? Or maybe the return of Nuance IQ? That’s right—the hub for AI innovation news and insights is back for another edition.

CXNext Live: New Research: How to Uplevel Employees with Knowledge Bases

bold360 Blog

The importance of frontline, customer-facing employees cannot be understated. As the people who directly engage with customers on phone or in person, they are at the forefront of your company as the face of your brand. That’s why new global research from Ovum is creating buzz by uncovering what these employees are faced with and how to leverage artificial intelligence (AI) to deliver a better customer experience.

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.

Product updates November 26, 2019 – Sedona is here


Hi , . Today, our Ibiza experience is available for all Totango users. This week is also very exciting as many of us start the holiday season and we’ve released our first Sedona deliverables. Sedona Release.