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.

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 today, and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics!

CX Versus GX: When Worlds Collide

Contact Center Pipeline

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs. CX Practitioners: Real Life or Fantasy?

More Trending

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. .

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.

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.

The Effortless CX Summit: Insights from customer experience leaders

TELUS International

CX Best Practices

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 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 Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

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.

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.

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.

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. .

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

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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VOICE Summit 19 - My Session - Voice and AI in the Enterprise

Jon Arnold

If you’re attending Voice Summit 19 next week in Newark, it’s time for a shout-out for my executive panel session. We’re on at 3pm on the Tuesday - July 23 - and we’ll be talking about a topic that’s central to my ongoing research - the impact of AI on voice in the enterprise.

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. .

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.

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.

Keep Track of Your Budget with Dial YNAB


Between paying the mortgage, saving an emergency fund, and buying far too many board games I used to have a tough time tracking where all of my money was going each month.

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.

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.

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.

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.

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?

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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