Thu.Aug 22, 2019

The Future of the Contact Center

Contact Center Pipeline

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what that impact might be.

How to Build an Award-Winning Customer Service Strategy


A customer service strategy is a thorough plan to handle customer interactions. It lets you provide a consistent customer experience throughout the customer journey. Improved customer experience results in a more loyal customer base.

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Four Metrics that your Utility Contact Center Needs to Track


Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive. With more and more choices available to customers, providing quality customer service is more critical than ever.

Customer Satisfaction Best Practices You Need To Know


When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product or service outstrips customer expectations.

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.

Setting the Record Straight on CSAT, NPS, and CES

Customer Service Life

Image by Free-Photos from Pixabay. This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?”

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Using Knowledge Management Best Practices to Improve Experiential Learning Success in Schools


Guru is proud to partner with Ka'ana Solutions as part of our Guru for Good non-profit program. This article originally appeared on Ka'ana's blog.

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management.

5 Challenges Customer Service Managers Face Today

CSM Magazine

Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace.

Five common mistakes to avoid when building a conversational bot

TELUS International

Next-Gen Technology

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

?????US Labor Shortage, ??Chicken Sandwich Wars & More

Branch Mesenger

What industries are impacting the US labor shortage the most? What is this chicken sandwich thing really all about? Taco Bell launched what?

Support as a Service: How the Evolution of Outsourcing Can Help You Scale


With scalable support teams at your disposal, it’s clear that you’ll be able to generate more sales, create brand loyalty, and equip your company to take the next step in its growth. The acronym “SaaS” has been used since the 1960s as a short-hand description of Software as a Service.

Three Ways to Motivate Customer Service Employees

CSM Magazine

We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not. These are all signs that we’re burned out or morale is very low.

What Are the Best Support Channels for Serving Customers?

Toister Performance Solutions

When I started working in contact centers they were called call centers because that's what customers did. They called. Today, it's very different. Customers have far more options for contacting a company beyond the phone.

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.

How Not to Treat Your Customers: 7 Things Customers Hate to Hear

CSM Magazine

Shep reflects on an unpleasant customer experience and provides some important lessons on how not to treat your customers. The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system.

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. You figured out the forecast and created a schedule to cover it, so now you can just coast, right? WRONG – much to the dismay of all workforce managers everywhere!

Phone System Reliability Shapes Our Relationships With Clients


Of all the elements that are part of our relationships with businesses, our phone system reliability and usability are often deemed the most important.

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10 Ways to Reduce Lineup Stress for Staff and Customers

CSM Magazine

Jeff Mowatt takes a look at the impact of waiting in line and how to improve the experience for customers and employees. How do you let a cashier know that you’re in a hurry when you’re waiting in line?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Could You Be Making Better Use of Call Center AI?


Artificial intelligence may sound like something out of a science fiction movie, but it is actually a commonly-used tool in today’s contact center. However, call center AI is different than what you might expect when you hear the term.

The State of the Email Salutation: Hi, Hello or Dear?

CSM Magazine

It’s possible that you are not aware of a raging debate online and in print regarding the proper email salutation.

How to run effective Quality Assurance for Support


Do your customers find it difficult to understand responses from your support team? Are the support replies lacking quality and looking unprofessional? Are a lot of spelling and grammar mistakes littered all over the message?

Retain the Human Touch: How to Deliver Personalised and Helpful Customer Service

CSM Magazine

In an era of rapid automation and technological advances it can be easy to lose track of what customer service really means. As brands we need to ensure we are customer-centric, always putting their needs first and delivering a level of care that is personal and helpful regardless of scale.

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.

Playing the Dating Game with Digital Transformation: How to take Next Steps to Move your Contact Center to the Cloud


Transformations don’t happen with a flick of a wand and a chant of Bippity-boppity-boo. Real transformation is hard work. Makeovers can take months, if not years of planning, strategy, implementation, and recovery to take full effect. Just think of shows. Read More.

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

The customer service department is too often referred to as “just a cost center”. And perhaps in the past we have been more reactive than proactive – but not anymore.

Give Customers Control of their Finances with an IVA


ATMs were invented in the 1960s, and they transformed the way that customers interacted with their bank.

8 Effective Ways to Motivate Your Customer Service Team


Source: Pexels. You had the perfect customer service team. Hard workers - cheerful, engaged, and hauling in gushing five-star reviews and covetable revenue. But in horror, you watched the staggering statistics unfold before your eyes.

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.

New JivoChat Features: ?Statuses and Responsible Agents


Statuses and Responsible Agents. Mark the most promising customers and assign responsible operators to dialogues. Jivo — more than just a chat! Our application helps not only to communicate with customers but also to keep your client database in order.

Doing good is the new looking good

C Space

Doing good is the new looking good. Fashion’s sustainability crisis has become … unfashionable. Customers don’t want to be closer to products that hurt the earth.

How AI-driven CDI programs give people more of what we need most: time


Originally posted in the August 2019 ICD-10 Monitor. The concept of “doing more with less” is far from uncommon.