Mon.Nov 16, 2020

How to prepare your call center for holiday shipageddon


2020 has been an extraordinary year for brands and retailers. COVID-19 has accelerated the channel shift from in-store purchases to e-commerce, leading many companies to rapidly adopt and upgrade their digital capabilities, while others were ill-prepared.

5 Top Customer Service Articles For the Week of November 16, 2020


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. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga.

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6 Habits of Organizations with Successful Remote Support


It’s as old as communication technology itself. The importance of following remote support best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago.

Conversational AI in Customer Service: An Interview with Dawn Varghese of Agara

Customers That Stick

Note: This blog post contains information related to and provide by a client of CTS Service Solutions.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Data Lakes: Navigating Storage and Analytics in Cloud Contact Centers

NICE inContact

A data lake is a repository for storing massive amounts of raw data in its native form, in a single location.

More Trending

7 Ways to Say Thank You to Your Customers


As a writer, people tend to send me notebooks. Lots of notebooks. And though I do have an affinity for them, I’m actually quite particular about them. In fact, there’s only one brand of notebook I use. Baron Fig.

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How to Handle Angry Call Center Customers


Despite all your best efforts to provide the best possible customer service, they’re eventually bound to surface. They demand diplomacy – and solutions, preferably yesterday. They’re a call center’s worst nightmare. Who are we talking about? The angry call center customer.

2020 CEP Award Nominations Open


It has been announced that nominations will open for the 2020 Customer Engagement Professional (CEP) Award on December 1, 2020 and close on January 14, 2021. The post 2020 CEP Award Nominations Open appeared first on CustomerCount.


How to Make the Case for SMS in the Contact Center


SMS is the easiest way to communicate with customers, says data When you make your pitch, you’ll have to be sure you’re speaking your bosses language and aligning the idea of adopting SMS with your contact center’s wider initiatives. So start with a few stats.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Contact Center Digital Transformation Strategy


This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.”

Lippert Components fueled innovations using GetFeedback


After implementing GetFeedback, Lippert improved its customer experiences within a matter of weeks of receiving customer insights. It also built a community of brand advocates that provided feedback and shared new product and service ideas. Customer Stories

Customer Journey Mapping for B2B Organizations

CSM Practice

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

The importance of human connection in the contact centre industry


In today’s digitally driven world, it is safe to say that businesses and brands who do not invest in digital channels are at risk of losing market share and relevance.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Blended Customer Service Offers More

Working Solutions

In our COVID-19 world, customer service shouldn’t be an either-or proposition—onsite or virtual. Rather, given the circumstances, exceptional service requires blending physical capabilities with virtual resources for optimal outcomes in a hybrid model.

The fight against fraud


I recently had the privilege of sitting down with a very special guest, Robert Ross, a tech investor, father, and now fervent SIM Swap prevention advocate after losing just shy $1M in less than 1 hour at the hands of a fraudster. The goal of our discussion was really to allow Rob to share how [.]

Why Social Media Monitoring is Essential For Online Retailers

Global Response

For many online retailers, generating sales through targeted advertising is key to driving revenue. But the online customer experience should not stop once a sale is made. With the increased prevalence of more. The post Why Social Media Monitoring is Essential For Online Retailers appeared first on Global Response. Global Response Blog Reporting and Analytics

CCM-CX Integration Strategy – Why You Need One and What to Include


Developing a highly efficient customer communications team that delivers a top-notch customer experience with minimal error takes time, planning, and forethought. That forethought should include developing a comprehensive customer communication management (CCM) strategy with the goal of benefitting the overall customer experience (CX). Integration Customer Experience Customer Communications

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Why Large Companies Choose to Outsource Their Call Centers

Global Response

Providing a positive customer service experience is a key factor in the success of any company. There are so many steps and variables to consider throughout the process, that it becomes easy more. The post Why Large Companies Choose to Outsource Their Call Centers appeared first on Global Response. Global Response Blog Industry

How Can Technology Help with Collections in an Unpredictable World?


There is no doubt, COVID-19 has created technological customer engagement challenges with regards to collections. The pandemic has impact ed consumers’ ability to pay.

Problems Organizations Avoid By Using Outsourced Call Centers

Global Response

Many companies believe it is best for a company to keep all operations in-house to ensure a cohesive and well-rounded brand experience. A large number of companies have a dedicated customer service more. The post Problems Organizations Avoid By Using Outsourced Call Centers appeared first on Global Response. Global Response Blog Industry

Reinventing the Holidays: Thanksgiving in the US


We’re pleased to share with you the second in a series of Reinventing the Holidays. The focus this time is on American Thanksgiving. As a refresher, this series centers on a central question for consumers and brands alike: what does the 2020 holiday season hold?

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Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

How Call Centers Maximize Your Customer Retention

Global Response

Developing a brand experience that will foster loyal customers is a key element in any successful business. Of course, customer service plays a big role in this. A company’s customers will speak more. The post How Call Centers Maximize Your Customer Retention appeared first on Global Response. Best Practices Global Response Blog