Tue.Nov 26, 2019

10 Facts You Need to Know About Data Security

CSM Magazine

With the cost of cybercrime now exceeding $1 trillion dollars, here are some key facts about data security management. Fact #1: Cyber Attacks are on the Rise. The Internet has changed our lives forever, and most would argue that the change is for the better.

The Making of a Contact Center Superagent

Contact Center Pipeline

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales.

Having a Crisis Contingency Plan for Your Call Center

Fonolo

Let’s face it: There are bound to be unpredictable, negative circumstances that any organization will bravely face at some point or another. It’s why it’s been said that you should always “hope for the best, and plan for the worst.”

The Top 3 Signs Your Support Team Needs Knowledge-Centered Service

Guru

Stop me if you’ve heard this one. A new customer support manager walks into the office on her first day. She’s excited because from the interviews she had with the director, it seems like this team really knows how to solve tickets, and they just need a few small tweaks to get their CSAT scores up.

Conquering CX in the World of Technology

Speaker: Stacy Sherman, Head of Customer Experience and Culture Transformation

We are in the midst of a technological boom. New technology is being released every year and both employees and customers must adapt to the latest trends. It’s important that organizations are aware of what is available and what will be best for a successful customer experience. Join us for an insightful webinar with Stacy Sherman, where she will provide information on how current technology trends such as sending alerts and notifications can go a long way in improving customer experience and customer loyalty.

Five Steps to Finding + Keeping the Right Customers

ConvergeOne

In a previous blog post , we shared how organizations must move toward a customer-centric approach, with a focus on the customer journey as a strategic capability. How, specifically, can you do that? Here are five steps to follow to ensure you find and keep the right customers. Customer Experience

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Giving Thanks for the CX Accelerator Community

CX Accelerator

“Gratitude is the healthiest of all human emotions. The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Zig Ziglar As another year winds down to a close, and we head into another holiday season, those of us in the U.S.

Combating the High Agent Turnover Crippling US Contact Centers

Taylor Reach Group

Combating the High Agent Turnover Crippling US Contact Centers. by JD Fairweather. The revolving door of employee turnover is a source of frustration for any organization.

Customer Experience for Millennials

Ansafone

Millennials as Customers – large and in charge. Millennials, (born between 1980-2000) are set to pass the Baby Boomer generation in terms of purchasing power. This is ot only as consumers but also as decision makers within the business world.

Artificial Intelligence: CX As You Like It

NICE inContact

As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

The Top 3 Signs Your Support Team Needs Knowledge-Centered Support

Guru

Stop me if you’ve heard this one. A new customer support manager walks into the office on her first day. She’s excited because from the interviews she had with the director, it seems like this team really knows how to solve tickets, and they just need a few small tweaks to get their CSAT scores up.

With CXone, Valvoline Drives Results that Exceed Expectations

NICE inContact

Valvoline, Inc. had identified a significant service issue that ran counter to the company’s brand standards, Quick. Trusted.

Do loyalty programs really drive customer loyalty?

TELUS International

CX Best Practices

Want to Feel More Calm? Head This Way for Interpreter Self-Care Tips

Certified Languages International

Marisol Varela, lead quality assurance specialist at CLI, writes about the importance of self-care for interpreters.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

A Complaint Is an Opportunity

CSM Magazine

In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service. If your organization receives virtually no complaints this is not a sign that.

Photos and Highlights from Talkdesk VIP Lounge at Tropisueño during Dreamforce

Talkdesk

Wow, what a week Talkdesk had at our VIP Lounge in Tropisueño (photos) , during Dreamforce, November 19-22, 2019! If you joined us, thank you. If not, here are some of the highlights of what you missed (so you can be sure to catch us next year).

Salesforce Small and Medium Business Trends Report 2019 Summary

Abby Connect Virtual Receptionists

Now in its third year of publication, the Salesforce Small and Medium Business Trends Report has provided revolutionary insights of small and medium business owners from all over the world.

Seamless Omnichannel Customer Service: Time to Separate Fact from Fiction

Serenova

With every service channel you open, you’re offering more convenience and choice. But your customers will expect all options to reflect your best service levels and efficiency.

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.

Dramatic Change Doesn’t Have to Be Traumatic Change

CSM Magazine

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama, it takes on an entirely different meaning—one that’s negative.

Shifting the Dynamic from Vendor to Partner with Customer Success

Strikedeck

Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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Three awards, three brands prioritizing customer experience

Hero Digital

No matter the industry, investing in digital experience can make an organization’s touchpoints more meaningful for their audiences.

Best VoIP Phones of 2019 & 2020: What Other Review Sites Say

VirtualPBX

We’re going to do something a little different today. Today’s blog will be supported by our competitors’ opinions about the best VoIP phones of 2019 and 2020. Many of the phones we offer in the VirtualPBX Store have made their way to other review sites.

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Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Top Tips for Successful B2B Customer Communication

inSided

Good communication is vital if you want to improve your company’s bottom line and grow your business. When you communicate well with customers, your chances of success in business increase exponentially.

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Call Center Scheduling Tips for the Holidays

ChaseData

The winter holidays are the most stressful time of year for many businesses. This is certainly true of contact centers, especially given that so many inbound call centers are in the field of customer service.

20 Support Leaders That We are Grateful For

Nicereply

When we asked our networks who people were grateful for, there was such an amazing outpouring of kindness…and far more people than we could include in one blog post. Support, as an industry, grows more each day.

Enterprise Search for Customer Service is a Mistake. Here's Why

Unymira

Enterprise search is a tempting solution for many companies. It promises a quick fix to data silos and doesn’t require migrations, switching software or any dramatic changes to your daily work. Knowledge Base Customer Service Knowledge Management Contact Center

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Challenge #2 – Your self-service doesn’t have all the answers

Eckoh

Has your company deployed a self-service app for customers — but your contact center is still getting a constant stream of calls? When this happens, there's only one thing to do.

Happy Employees Happy Customers: How to Stop Preaching About Building a People-First Culture in your Contact Center and Start Doing Something About it

SharpenCX

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience.

Take the Thank You Letter Challenge, Thanksgiving Edition

Toister Performance Solutions

This Thursday is Thanksgiving in the United States. It's traditionally a time to gather with family, enjoy a bountiful feast, and be thankful. One thing I'm always thankful for is customer service.