Thu.Sep 24, 2020

Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact Center Pipeline

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy.

What is Customer Science? Is This the Next Wave of Change?

Beyond Philosophy

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. These individual parts are not new, but their integration under one concept is— and it can make a massive difference in customer-driven growth. Customer Science is the fusion between technology (mainly AI), behavioral science, and data.

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Customer Service Fact #1 – Tip #17

Steve DiGioia

There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true.

My Next Webinar with Eventus - Managing the Contact Center Data Deluge

Jon Arnold

That title should be self-explanatory, so if you’re wondering about how contact centers can get a handle on the exponential growth of data from endless sources - and actually get business value - this is the webinar for you.

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!

[WEBINAR] What’s Stopping Your Credit Union From Reaching New Members?


There’s a golden opportunity for credit unions in the next five years, but only if they act fast. With the rise of P2P lending and socially responsible investment, it’s clear that consumers are looking for alternatives to big banking institutions.

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In pursuit of optimality


This blog is written courtesy of Interactions R&D team.

When customer service training is the lazy way out

Toister Performance Solutions

The assistant called on behalf of her boss. Ashley (not her real name) had been instructed to round up some quotes for customer service training. She had dutifully performed an internet search for customer service trainers and discovered some of my courses on LinkedIn Learning.

Connecting Support to Company OKRs with Desire2Learn [Podcast]


Every team member in support needs to know which OKRs they are directly impacting, and what tasks they need to do to ensure they achieve their goals. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts.

5 reasons why you shouldn’t build your own WFM feed

Aria Solutions

5 reasons why you shouldn’t build your own WFM feed.

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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!

Video Banking to Perpetuate Post Pandemic

Revation Systems

As the pandemic continues, keystone consumer verticals are forced to discern between short term goals and a fluctuating economic climate.

Tough Times Call for Executive Insight

Working Solutions

In a recent CEOWorld Magazine viewpoint, chief executive Kim Houlne turns decades of experience into practical business lessons for leaders to deal with these trouble times.

I Did Quality Assurance Without Scores and I Liked It

Customer Service Life

Image by Gerd Altmann from Pixabay. I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a whole lot about this topic here and read the opinions of 14 contact center professionals here. Now for the honest truth about the scoreless QA discussion.

Do You Have Command Presence?

Chip Bell

“You can pretend to care, you cannot pretend to be there,” wrote Texas Bix Bender in his book Don’t Squat with ‘Yer Spurs On! Bender was describing a vital feature of effective leadership—command presence. People who spend more than twenty minutes in the military know the power of command presence. Officer school candidates are drilled on the proper manner of a leader—focused, attentive, and engaged.

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.

5 Ways to Collect Customer Feedback and Make the Most of It

ProProfs Chat

In today’s day and age, offering proactive and solution-oriented customer support has become essential. Companies that are not able to provide state of the art customer support don’t grow at the same pace as their competitors.

Building a Virtual Mindset: Agile Project Planning for Financial Service Leaders


What does it take to roll out an optimization project or new process in a virtual working environment? LiveVox dives in in this episode of Thoughtline. Full Transcript Boris Grinshpun: [00:00:00] Good morning. Good afternoon to everybody. Welcome again to our weekly podcast show.


Preventing fraud and safeguarding critical assets – with password-free banking


Spain’s EVO Banco just became the first bank in Spain to leverage Nuance’s AI-powered biometrics technology for authenticating customers, eliminating passwords and PIN codes for mobile banking.

Better CX isn’t just about driving profit


(It Will actually save you money. Here’s how.). A frequent topic of conversation between C-suite leaders and their sales, marketing, and customer care teams – especially during annual budgeting – revolves around customer experience.

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!

[Press Release] inSided named Leader in G2’s Online Community Management category as growth triples


The rapid acceleration and demand for Customer Community platforms in the B2B SaaS & subscription-based market continues to drive customer and revenue growth. Saas Trends User communities

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What are the Benefits of Small Business CRM?

CSM Magazine

A small business with big dreams needs all the right tools in the right places to make a big impression and grow at a fast pace. Making use of small business CRM is one of the ways in which businesses can grow and get organized in a far better manner.

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How to Reward your Virtual Event Attendees Without Breaking the Bank


Think back to the last in-person event you attended. I’d be willing to bet that in addition to walking away with new knowledge, new skills and new connections, you likely also left with something else: swag! Everyone loves getting swag, gifts and rewards during events.

3 Tools Your Agents Need to Make Working from Home Successful

Waterfield Technologies

The post 3 Tools Your Agents Need to Make Working from Home Successful appeared first on Waterfield Technologies. Blog Remote Workforce Scheduling Self-Service

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 community in empowering your customers, and generating value for your business.

SMS Marketing – Surely it’s Not Still Relevant, Right?


In this post: What is SMS marketing? SMS marketing – better than email? How will SMS marketing help your business? How does SMS marketing help customers? How does SMS personalization work? Your free guide to SMS and IVR automation (eBook). What is SMS marketing? Let’s start at the beginning. .

What is VoIP DISA, DNIS, and DID?


As with many information technology-driven industries, business phone systems have a lot of acronyms they refer to. You might be thinking: What is VoIP DID, DNIS, or DISA? And how do I use those daily at my business? We want to clear up any confusion between these terms. Let’s take a look at each one, the services they refer to, and how your business can benefit from immediate use of these services. Defining VoIP Itself.

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Powering closed loop CX with Qualtrics Voice iQ


Customer conversational data is an incredibly powerful tool that CX leaders can use to improve the customer experience, identify customer churn risk and mitigate disloyalty. But it’s one thing to have conversational data—it’s another to harness that data and combine it with powerful workflow tools so you can automatically drive actions to improve the customer experience. That’s where Tethr and Qualtrics Voice iQ comes in.

5 Ways Quality Assurance Improves Employee Satisfaction and Morale

Monet Software

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. For the most part, managers tend to think about QA in terms of improving customer experience (CX) or, unfortunately, as a mere policing function intended to “crack down” on undesirable agent behaviors.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Secure communications for the medical sector


To the majority of individuals the humble fax (facsimile) machine is now a distant memory and for younger generations, it is a memento of years gone by and a technology that they are unlikely to encounter in the future.

Our Latest BCStrategies Podcast - Employee Engagement During COVID-19

Jon Arnold

Been doing a lot of webinars lately, but am doing plenty more, including podcasts. I’m a regular contributor for BCStrategies , including podcasts. Our most recent podcast took a look at what companies are doing, and how they’re using collaboration technologies to keep employees engaged during the pandemic. It’s a rich topic, and we had a lot of interesting perspectives to share, all of which was moderated by Blair Pleasant.

Manila Times: Alorica opens doors to fresh graduates


This article originally appeared on [link] To read the full article go to [link] With unprecedented disruptions causing the local unemployment rate to shoot up to 45%, thousands of Filipinos are now uncertain about their future.