Thu.Jul 18, 2019

Highlighting the Importance of Canned Responses for Customer, Agent and Company


“A perfect canned responses shouldn’t sound canned at all”. In today’s world of continually changing trends in customer support , “Canned responses” are basically pre-programmed customer support messages that allow CS agents to respond quickly to the customer with issues.

Changing Consumer Expectations: 5 New Customer Service Faux Pas to Avoid


Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies.

The ultimate guide to excellent customer service


The only guide you need to build your whole customer service from scratch. The post The ultimate guide to excellent customer service appeared first on HelpCrunch blog. Customer service

How to provide an effortless customer experience


Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts.

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.

Ask the Expert: Your Topic Modeling and Machine Learning Questions Answered


Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights.

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Customer Experience vs. Customer Service: What's the Difference?

Toister Performance Solutions

My beloved iPad is dying a slow death. It's several years old and I use it daily. The memory is nearly full. I've dropped it a few times. The lightening connector is getting finicky. So I'll soon be making a trip to the Apple Store to buy a new one.

Thanks for Coming in Today by Charles Ryan Minton (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Thanks for Coming in Today by Charles Ryan Minton. Check out the video below to hear Adam’s one win that you can take away from Thanks for Coming in Today to improve your organization’s customer experience and customer service.

5 Steps to Create a Personalized Client Model to Drive Your Marketing Strategy

ProProfs Blog

Have you personalized your marketing strategy? If you have not, then you’re probably living under the rock. I started to notice more and more personalized campaigns a few years ago, and back then personalization was a kind of a revolution in the marketing industry.

The Relationship Between Customer Retention and Profitability Explained


Every business needs to be able to make and increase profits. We go to exhaustive lengths to find new ways to make our businesses more profitable, but sometimes the answer is right in front of your nose: if you want to raise profitability, retain customers over a lifetime. .

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.

Chatbots or Humans: Which Will Win for Customer Service?

Transparent BPO

The story of Paul Bunyan, the giant lumberjack accompanied by his sidekick Babe the Blue Ox, looms large in American folklore. One part of his story, popularized by Disney , involves a showdown between Bunyan, yielding his double-bladed ax, and a steam-powered chainsaw.

Office Phone System Use Across Markets


We recently conducted a nationwide survey of businesses to find out how office phone system use varies across markets. Our respondents provided us with valuable insight about how businesses of varying sizes use their phones to prop up sales and customer service.

The Effortless CX Summit: Insights from customer experience leaders

TELUS International

CX Best Practices

How Australian Companies Benefit from Outsourcing to India


Australia is a growing economy. In the fiscal year 2017-2018 , they reported a GDP growth of 2.9%. There has been a major growth, especially in the service sector of Australia.

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.

Making Product Adoption Frictionless for the Customer


Remember how exciting buying your first car was? I do. It was shiny and new and had that fresh car smell. I had researched the one I wanted and day dreamed about all the freedom I’d have to go anywhere once I had the car.

The beauty (and value) of simple caller authentication


If your company accepts remote financial transactions, you probably know how critical your acceptance rate is to the ongoing success and growth of your business. As the logic goes, the faster you can authorize and accept customer payments, the happier your customers will be.

The Relationship Between Customer Retention and Profitability Explained


Every business needs to be able to make and increase profits. We go to exhaustive lengths to find new ways to make our businesses more profitable, but sometimes the answer is right in front of your nose: if you want to raise profitability, retain customers over a lifetime. .

IT Leaders – Time to Elevate Contact Center Performance

NICE inContact

IT leaders rely on a set of critical contact center functionalities for efficiency and success. Wouldn’t it be great if there were solutions that allowed for easy scalability, global connectivity, omnichannel routing, all in a unified and secure platform? Watch this video to learn that this is possible and available. NICE inContact CXone helps IT leaders elevate the performance of their contact centers with the leading cloud call center software in the market. .

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.

Fixing the Corporate Learning Engagement Shortfall with Gamification

Noble Systems

There is a skills gap in most organizations in order to flourish in a digital world. Building proficiencies for technologies like AI, machine learning, and data analytics is becoming increasingly important as enterprises expand their presence and compete digitally.

What is Call Center Software

Bright Pattern

Whether you are a large or small organization, you likely have sales and customer service representatives reaching out to customers and prospective customers on a daily basis with call center software.

Want a successful B2B community platform? Follow these steps.


We’ve heard it all before: customer service is changing, customers prefer self-service, drive customer engagement to increase retention, provide quality support or your customers will churn…. The list goes on.

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You Gotta Get Moving to the Cloud: 5 Reasons You Need to Think about Cloud Migration if you want to Deliver Better Customer Service


What determines a low-friction customer experience? In the past, it was pretty straight forward. Call in, get a nice agent on the line, get your problem fixed promptly — and you’re set. Nowadays, things are a bit more complicated. Read More.

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.

Outsourcing Language Support Makes it a Breeze to Expand Internationally

Outsource Consultants

The faster your company grows, the sooner you’ll look to expand internationally — aiming to capture new customers across new territories. Truth is, if your company has scaled to the edges of your domestic territory, you’ve mastered the language of business success.

Intelligence at work: Visualizing functional lung tissue with LungPrint and Hyperion View by VIDA


Lung disease is among the highest causes of morbidity and mortality in the world, yet traditional imaging techniques don’t easily account for the complexity of the airway structure to make a fast, accurate diagnosis.

Redefine Your Call Center with Co-Browsing Software

CSM Magazine

Customer service principles are timeless, but consumer expectations are certainly not. Customers have always expected effective and efficient service but with today’s technological developments, expectations are even higher.

Brighten Call Center Employee Morale This Summer


With the seasons changing once more to let the summer sunshine in through the windows of your facility, it can be easy for your employees to feel restless in their seats. After all, who wants to be stuck at their desk when there is so much going on outside?

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.

Payment Processors and Point of Sales (POS): The Ultimate Guide


In the old days of running a small business, you accepted cash, or maybe a check, in exchange for your products or services. Today, payment processing is—to put it lightly—a more complicated transaction, and you have lots of options for getting it done.

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Dirty Bathrooms and Messy Stores Still Hurting Retail

Ann Michaels and Associates

Can cleanliness and organization affect how a retail store performs? You better believe it. 2018 was a rough year for several retailers…proving that fact.

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Start Saving Lost Opportunities With DealSaver Alerts

CallSource Insights

As hard as call handlers work to have great phone conversations with leads and to get the commitment from the caller by the end of the conversation, the truth is that 100% of calls will never be booked into appointments.

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