Mon.Jul 13, 2020

3 Customer Service Stats that Underscore the Importance of Outsourcing Customer Service


It's been said that you only get one chance to make a good first impression. But that's not only true when it comes to people -- it's also true when it comes to businesses and how they relate to clients.

4 Ways Retailers Can Cut Costs and Improve the Customer Experience

Outsource Consultants

Fortune may favor the bold, but pandemics generally don’t favor incumbents. . With retailers struggling amidst the global effects of COVID-19, more and more organizations will be forced to make a choice between the status quo or making a change.

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5 Common Sales Challenges and How to Overcome Them

Integrity Solutions

No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? It’s not for lack of activity.

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COVID-19’s Impact on Contact Centers has Leaders Rethinking Strategy, Technology and Business Continuity Plans

NICE inContact

The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety.

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!

Make QA Matter: Introducing Tethr’s Agent Impact Score (AIS)


Most CX and customer service leaders I talk to believe quality assurance (QA) in their organizations is a broken process in need of “modernization.”

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How To Keep a Positive Mindset While Working From Home


When your work environment changes, it can also affect your mindset and personal well-being especially working from home. We are well into the largest ‘work from home’ experiment that has ever been done.

A Bonus Recommendation for Reopening Your VoC Program


In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. If you have not checked out that blog post, I highly recommend doing so ( click here to read ).

Best Customer Onboarding Software: What to Look for in Reviews


For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. For every great recommendation there is a negative review out there somewhere. And in the world of customer success, vendor recommendations are paramount.

Call Recording Laws you Need to know!


Call recording can provide a wealth of knowledge and customer insight to your organization. There's no doubt about that. It can help you optimize agent performance, improve customer satisfaction and resolve disputes.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

5 Top Customer Service Articles For the Week of July 13, 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. 10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.

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How to Tell The Story of Customer Experience ROI


Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts.

Your Customers Were Already Frustrated Before COVID-19


Are You Ready to Re-Build Customer Loyalty? The 2020 National Customer Rage Study was released last month. With everything else going on, did you have a chance to look through it? You should. It’s a quick and straight-forward read. It’s also an eye-opener.

The Impact of COVID-19 on Customer Service Job Market Trends

CSM Magazine

The coronavirus pandemic has drastically impacted every sector and industry, perhaps none more so than the customer service job family.

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!

Stevie APAC Win Demonstrates Value of Client Partnership


What You Need to Quickly Launch Customer Self-Service


A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. Since then, we’ve seen that statistic plastered everywhere, and for good reason: It turns out they were right. In retrospect, the surging demand for customer self-service was inevitable.

The 2020 National Customer Rage Study Is Getting Recognized

Connecting the Dots

CCMC ~. The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. Carey School of Business at Arizona State University and Kraft-Heinz and just released in June 2020.

Get a “Beautiful Morning Weather” alert with Zapier and Vonage


During the past couple of months, most people’s lives and routines took a turn for the unexpected, and mine was no exception. The rhythm I’d gotten into suddenly wasn’t there anymore, and I’ve found myself in desperate need of bringing some structure back into my day-to-day.

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An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

[VIDEO] Protecting the IVR


Are you using an Interactive Voice Response (IVR) system to serve your customers? Convenience may give way to fraud if companies aren’t careful. 60% of fraud starts in the contact center, usually in the IVR. Watch our 20 second public service announcement on an often overlooked “leaky” customer touchpoint. Register for the Protecting the IVR: 3-Part Webinar Series. The post [VIDEO] Protecting the IVR appeared first on Pindrop. Bank fraud Fraud

Brand Move Roundup – July 13, 2020

C Space

The Brand Move Roundup – July 13, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet.

Our new “Business-as-(UN)Usual”: Call Journey to showcase AI-powered Conversation Analytics solution at Virtual G-Summit ANZ

Call Journey

Call Journey proudly announces its participation at the Genesys’ Virtual G-Summit ANZ 2020 to help more organisations significantly improve business performance in the new business-as-(un)usual. Call Journey , thought-leader in data, AI and analytics space, is proud to announce its participation as the prime Gold Sponsor at the upcoming Genesys’ Virtual G-Summit ANZ 2020, happening on July 21-22, 2020.

Improving Customer Experience, No Matter Where Your Team Is


Should I stay or should I go? Oh, if only life were as simple as the lyrics of a song… Sadly, nothing seems to be simple anymore. The office – that place where we used to spend up to 23% of our time. Where we built relationships, chatted, dreamed, oh yeah, and did some work [ ] The post Improving Customer Experience, No Matter Where Your Team Is appeared first on Poly Blog.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Teleopti Customers: How to Use Calabrio Advanced Reporting


Legacy Teleopti WFM customers now have the ability to use Calabrio Advanced Reporting — and gain even greater insight into their contact center operations. The Unified Data Mart (UDM) with data library uses the Teleopti WFM data mart as its source.