Mon.May 18, 2020

Simple Guidance For Work From Home Call Control Skills

Myra Golden Media

The average business call lasts two minutes longer than it should. One of the top reasons calls get beyond employees’ control is they struggle to get a rambling or upset customer to cut to the point at the beginning of the conversation.

5 Top Customer Service Articles For the Week of May 18, 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. Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? by Rachel Lane.

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How to Optimize Your Website (Explained Using a Real Example)

Joe Rawlinson

Optimizing your website is easier said than done. A lot of business owners are under the impression that all it involves is simply creating a visually-appealing site and then sitting back and waiting for results.

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Tethr recaps the 2020 Customer Experience Summit


Earlier this month, Tethr , Kustomer and Challenger hosted the largest virtual customer experience summit of the year.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Concentrix Marketing Solutions Wins Gold Stevie in the Marketing Campaign of the Year Category


Innovative Marketing Campaign Increases Profit Through the Nissan Rewards Program The Stevie American Business Awards recognized Concentrix for the successful marketing strategy developed for Nissan and INFINITI’s automotive aftermarket industry.

More Trending

3 ways to secure your contact center when working from home


What did 2019 teach us about security in the Contact Center? Privacy has significantly grown in importance. Until recently, conversations about privacy were generally restricted to experts in that area but this has shifted.

Zendesk Aims to Grab Hold and Be the Leaders in Customer Experience



Short and Long Codes, Explained


What are Short and Long Codes for Texting? Shortcodes, long codes, and toll-free numbers (TFN) are delivery vehicles for text messages. A shortcode is a five-digit number assigned by carriers that allow for high SMS throughput.


CustomerCount urges industry to join Town Hall forum


CustomerCount is encouraging all those involved with the timeshare and resort industry to join in the free Resort Trades Interactive Town Hall forum this Thursday, May 21. The post CustomerCount urges industry to join Town Hall forum appeared first on CustomerCount.


Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

What Product Features Should I Look for in a WFM System?


It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent.

‘Getting Back to Normal’: Why Your Customer Success Approach Should Never Be the Same


After months of trying to stay on top economic changes and, quite simply, treading water in a churning sea, many SaaS organizations are figuring out how to make it through on the other side.

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Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest

Customer Experience Matters

well-being drops the most since 2012, driven by older females who feel much less financially secure. The post Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters. Customer experience

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Seven)


As we enter the last few weeks of May, countries, markets and businesses across the world are figuring out how we can safely return to our physical spaces for work, entertainment, school, shopping and more. When we started to work from home several weeks ago, there was no playbook.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

CX5 Talks - An Interview with Leslie O'Flahavan


I sat down with the best known writer in the CX world, Leslie O'Flahavan to discuss the intersection of technology and communication in customer service including topics like desktop tools, chatbots and the can of worms that is call scripting.

A Simple Roadmap for Customer Care


To Take Your Brand Safely Through This Crisis.

Want To Earn Residual Income With Technology Products?

City Communications

Since 2001, we have been in the business of helping organizations with their technology needs. Most of our new customers come from referrals from customers, word-of-mouth, or referrals from our Independent Business Partners (IBPs).

Cloud Migration: Considerations and Strategies to Future-Proof Your Contact Centre

Connect Managed

With customer needs changing and remote working on the rise , now is the perfect time to future-proof your Contact Centre technology. Read on to discover the key considerations you need to make to undertake a cloud migration successfully. Customer Experience Digital Transformation Cloud

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.

TRACED Act Update | FCC Hard at Work with New Regulations against Robocalls


Despite the pandemic, or possibly hastened and emboldened by it, the FCC is doubling down on regulation in accordance with the TRACED Act - in part allowing for monetary forfeiture without warning. See what else is new right now!


How You Present Yourself on Video Conferencing Can Impact Your Career

CSM Magazine

A new nationwide study commissioned by Eskenzi PR examined how video conferencing has changed workers’ perception of their colleagues. The results, announced today, have found that 40% of UK workers judge their colleagues on how their house looks over video conferencing.

Revamp Your Business Facebook Page to Level Up During Coronavirus Era


[ps2id id=’fbcoronavirus’ target=”/]With the onset of the novel coronavirus (COVID-19) crisis, many companies must take unprecedented action in order to survive.


Keeping Customers Happy with OneDesk

CSM Magazine

Successful companies always aim to keep their customers happy. They strive to support them with the best people and more increasingly, the best technology. Here I review OneDesk , a popular customer service solution. What is OneDesk?

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

Developing CX Strategy in the Age of Digital Transformation


Digital transformation requires more than simply integrating new digital technologies. True digital transformation translates to overhauling processes, re-architecting operations and reimagining products and services. But are companies truly considering the customer in their digital strategies? Strategy Customer Experience

COVID-19 Global Update May 18, 2020


As we continue our efforts to keep you informed of the COVID-19 situation across the globe, multiple governments have introduced new restrictions, including curfews or the mandatory usage of face masks. At the same time, other countries are continuing to rollback existing lockdown measures.

Electricity Firm Branches out to Deliver More Than Just Power

CSM Magazine

Power cuts are rare, but if there’s ever a lengthy power cut UK Power Networks are offering to get customers a takeaway delivered. . One surprised customer received a chocolate birthday cake for her daughter after a power cut struck during their celebrations. She said: “Thank you, you certainly went above and beyond to help make my daughter’s birthday!”. Power supplies are 99.9%

Concentrix Culture Recognized with a Gold Stevie Award in the Corporate Live Event Category


Culture World Tour Unites a Quarter-Million Global Staff The Stevie American Business Awards recognized Concentrix as a Gold winner in the live events category for our 2019 Culture World Tour.


The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.