Mon.Feb 24, 2020

9 Call Center Environment Best Practices

Callminer

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance.

3 Voice Technology Use Cases to Inspire Your Digital Transformation

Connect Managed

Countless companies rely on contact centres to service customer queries and generate sales revenue. The contact centre is an established institution but there is an ongoing change in the technology that underpins its operations.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Eco-Friendly: How to Create a Green Call Center

ChaseData

“Going green” is something more and more businesses are prioritizing in the modern day.

5 Top Customer Service Articles For the Week of February 24, 2020

ShepHyken

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.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Deciphering the CX alphabet

Tethr

While the journey toward exceptional customer service used to set leading businesses apart, today’s customers are more interested in an excellent customer experience (CX).

More Trending

Add Agent Specialization to Your Customer Support Strategy

UJET

There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them.

Agents Get the Driver Seat in Delivering Customer Experience

NICE inContact

Today’s contact center leaders are measured on how they move the needle on customer experience (CX). It probably ranks as the #1 KPI in today’s customer centric contact enters.

Talking about AI ( Artificial Intelligence) with Jared Mendez, CTO, of Ansafone Contact Centers

Ansafone

In this full podcast interview, we talk with Jared Mendez, CTO, of Ansafone Contact Centers about call center technology and artificial intelligence. Ansafone Contact Centers is a national call center that offers omni- channel call center services and bilingual services.

Customer Success Financial Metrics That Matter

CSM Practice

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success.

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.

Merchants re-claims Level 2 B-BBEE rating

Merchants

Merchants is proud to announce the achievement of an impressive B-BBEE Level 2 status, a milestone that places Merchants people, clients and communities as meaningful participants in the transformation of the South African economy.

CSM Team Performance Metrics That Matter

CSM Practice

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey.

How can agencies say "We know it all" in 3 simple steps

Infinity

Infinity's agency partnership program is your golden bullet to finally saying "I know it all" to your clients. The three points below will tell you how to do exactly that

52

Customer Usage Metrics That Matter

CSM Practice

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

Leave the Toxicity Behind: Overcoming Contact Center Negativity

Calabrio

I got my start in contact centers by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. MMMBop was a huge hit, and Third Eye Blind ruled the charts.

Customer Success Financial Metrics That Matter

CSM Practice

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success.

How to Collect Customer Payments While on the Move

CSM Magazine

It can be difficult for you to make and receive payments while traveling.

Customer Health Metrics That Matter

CSM Practice

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

5 Benefits of Recruitment Process Outsourcing

CSM Magazine

In 2020, more tech companies are expected to make use of recruitment process outsourcing (RPO). Due to a critical shortage of software engineers in the USA, IT companies need external help.

Customer Success Team Performance Metrics That Matter

CSM Practice

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey.

20 Checks to Improve Your Surveys

Interaction Metrics

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? You’re right. Most surveys are so flawed they’re broken.

Customer Usage Metrics That Matter

CSM Practice

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either.

How Communities Can Supercharge Your Business, Brand and Teams

Speaker: Jono Bacon, Community Expert and 'People Powered' Author

There is a growing trend in companies seeing the value of building communities for their customers and users. Sephora, Harley Davidson and many more have driven enormous success with their communities. Doing this well is tricky though. How do you know where to start, what goals you should start with, and how to track your success? Join Vanilla Forums on Tuesday, April 7 at 12:00 p.m. ET to hear from community strategy consultant and author of People Powered, Jono Bacon.

Forrester Wave™: Customer Feedback Management Platforms, Q1 2020

Concentrix

Concentrix is recognized by Forrester as a Strong Performer for its VOC solution. The post Forrester Wave™: Customer Feedback Management Platforms, Q1 2020 appeared first on Concentrix. Research Resources

Customer Success Financial Metrics That Matter

CSM Practice

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success.

Optimizing Your Workforce with WFM

Aspect

When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations.

Customer Health Metrics That Matter

CSM Practice

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

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.