Tue.Apr 23, 2019

A 3-Step Guide for Integrating Coaching into the Call Center

Contact Center Pipeline

There is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships. You read that right: Three out of every four people who voluntarily leave a company do so because of poor management.)

How to reduce agent turnover by improving agent experience


For most contact centers, agent attrition is the biggest ongoing drain on budgets. Contact centers have an average turnover rate of 30%, with employee resignation attributing to 60% of the cause of turnover. Recruiting, hiring and training the.

Does it Spark Joy? Marie Kondo’ing Your Customer Support Strategy


It’s essential to keep an eye on how things change for your product and team, so you can make sure the support you’re offering your customers is the best option for everyone. Unless you’ve been seriously off the grid lately, I’m betting you’ve heard about Marie Kondo. She’s the creator of The KonMari Method —a way of organizing your home—and stars in her very own Netflix show called Tidying Up with Marie Kondo.

Amazing Business Radio: Mike Grande


Music and the Customer Experience. Growing Your Business One Customer at a Time. Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers.

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.

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices


PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way.

More Trending

Introducing Unforgettable: a CX Video Series from Oracle Customer Experience


If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer.

The Do’s and Don’ts of Excellent Customer Support on Social Media

ProProfs Blog

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns.

 The Most Common Reasons Customers Call Back


When it comes to gauging the effectiveness of your BPO call center at delivering quality customer experiences, first call resolution (FCR) is the pinnacle metric. FCR tells you how well you are doing at resolving customers’ issues quickly and accurately.

99.5%+ or Bust: How Uptime Impacts Your Customer Experience


Have you ever awakened in the middle of the night with a gasp, covered in a cold sweat, calling out “Hey Google, how do I fix that error code on my washing machine!?”. Okay, maybe it’s not that dramatic. But the impulse to seek self-service can come at any time.

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.

Helping Agents Use Phone Interpretation Effectively (Part 2)


Are your agents using multilingual support, including phone interpretation, in the most effective way possible? In Part One of this series, we shared four tips from Voiance designed to help your agents get the greatest possible benefit from their use of phone interpreters. But don't stop there.

Boosting Parental Engagement with Digital Portfolios


Teachers have long understood how parental engagement helps students perform better in school. At the same time, families are often hungry for information about what is happening in their child’s classroom.

How to Calculate Your Customer Renewal Rate


Renewal is about a consistent revenue basis. The rate at which your customers extend their relationship with you determines how fast and how far your enterprise can grow. As such, being able to accurately calculate your renewal rate gives you insight into your customer success team’s performance. Customer expectations are higher than ever, and if you can’t deliver lifetime customer value, then a relationship you’ve worked hard to build may just end in churn.

Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights

Kristina Evey

Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey. Employee Experience internal customers Leadership Podcasting

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.

Bots and Babel Fish

CX Accelerator

In 2007, I moved to the United Kingdom. This amazing life adventure opened my eyes to cultures, languages, and opportunities I had never experienced in America. Upon arrival, it was clear my American English was not going to cut it in the UK.

The Right Questions to Ask Your Customers

CSM Magazine

There are quite a few best practices out there to gain customer feedback to help improve your organization’s performance and growth. But are you asking the right questions? Some of the usual questions asked to gain insight include: Is our product/service no longer useful to you?

Secure Connect: SD-WAN for Collaboration Cloud Deployments


ConvergeOne recently announced the availability of ConvergeOne Secure Connect , our new software-defined wide area network (SD-WAN) managed services offer.

Does Your First Impression Tell Your Story?

Chip Bell

Your mother likely told you that you did not get a second chance to make a good first impression. That is literally true but may not be completely accurate in its intent. But, the point of the power of first impressions is a solid one. And, one to be carefully considered as a service provider.

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.

The Continuing Importance of Customer Loyalty


Businesses spend a lot of time and money honoring and reaching out to their so-called “loyal customers” every year. There is a great emphasis placed on this loyalty – but why? What is the importance of customer loyalty, and what does this term really mean for your business?

Why Employees Say the Wrong Thing to Customers

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites.

Why does the Automobile Industry Need a Call Center Software


Globalization and economic development in the past decade or so has significantly improved the purchasing capacity of people. One of the industries which has benefitted from this changing trend is the automobile sector. Owning a vehicle has become a necessity for a major section of the population today as opposed to a decade ago.

Using Performance Results to Build Superstar Teams


Every business wants superstar teams. No matter your industry, no matter your products or services, you want to build your employees into experts and become the envy of your competitors. HR Management for CX Customer Experience CX Culture

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.

Working Solutions Survey Shows: Savvy Service Experts Know What Sophisticated Travelers Expect

Working Solutions

Automated self-service travel reservations have upped the ante for customer expectations when they turn to live contact center agents for help. That fact, plus other findings, are evident in a new survey conducted of nearly 1,000 travel agents in our on-demand, onshore workforce. The results posted here—and illustrated in an accompanying infographic—document the challenges faced, […]. Call Center Outsourcing travel customer experience

Customer Contact Week Digital: Disrupting the Live Chat Experience


According to Customer Contact Week Digital’s latest Disruptive Technology Review , 96% of organizations agree that creating smooth omnichannel experiences is a priority, but only 20% of them are getting live chat right. Clearly, there’s a disconnect here. There’s so much more to live chat than just reactive, customer-initiated conversations.

Is the Servant Leadership Model Paternalistic?

Etech GS

Imagine this. You are invited to a board meeting, and everyone is getting settled. While putting his cup down, the CEO accidentally spills coffee onto the desk and floor. What is the aftermath your picture?

How to make a difference in the world


“Make the world a better place.” That’s the stereotypical catch phrase fans of “Silicon Valley” tend to hear from the various tech startups pitching their products on the show. But it’s more than a catch phrase. For some tech innovators, it’s a vital mindset.

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.

How to structure chat services for financial brands?

TELUS International

Customer Service Channels

Introducing SIP Connect (Beta)


As most who work in the industry will tell you, the SIP market is a relatively commoditized landscape. There is a set number of standards and features that everyone has more or less come to expect as baked in.

Elevate Your Team With an Inspiring Customer Service Philosophy

Help Scout

Every team needs a shared mission. Just as important, every team needs guiding principles that ensure they’re fulfilling their shared mission in the best way possible. A customer service philosophy is just that.