Mon.Nov 25, 2019

Call Center Metrics: Examples, Tips & Best Practices

Callminer

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.

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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

ShepHyken

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.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

3 Ways Some Customers Are Like the Dreaded New Driver

Steve DiGioia

Your eyes were bugged-eyed open, and they darted back and forth hoping to see everything (but they never did). Sweat started, a little at first, then it seemed to flow from every pore and made your clothes stick to places you didn’t even know you had.

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

Nuance

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.

Customer Satisfaction Score (CSAT) Industry Benchmarks

GetFeedback

The complete list of the newest Customer Satisfaction Score (CSAT) industry benchmarks by the American Customer Satisfaction Index (ACSI). . Articles

Set Up a Scalable Sales Process With the Right Documentation

Guru

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

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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.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Nominate your top team members for the CEP Award

Customercount

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8 Customer Journey Analytics Your Customer Success Team Needs to Track

ClientSuccess

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. .

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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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

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Planning for 2020? Don’t miss out on Key Contact Center Investments

NICE inContact

As we step into 2020, we see companies investing more in Customer Experience (CX) initiatives than ever. There is a clear business case to invest and improve CX – happy customers buy more, are easy to service and bring in new customers through recommendations.

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

BlueOcean

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.

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

Nuance

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Proactively prepare your contact center for Black Friday.

Spearline

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.

It’s back! Nuance IQ Fall edition now live

Nuance

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.

What Are The Top 7 Ways A Helpdesk System Can Help You?

Wowdesk Blog

A quintessential front-line tool for a company to let customers reach out to them, helpdesk system has become a kind of a binding demand for a brand looking to experience appreciable growth trajectory and improve its bottom-line factors.

8 Customer Journey Analytics Your Customer Success Team Needs to Track

ClientSuccess

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. .

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

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.

Brace Yourself for Black Friday with Solid Inbound Call Management Services

ChaseData

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.