Wed.Dec 04, 2019

Why brand reputation starts with effective listening

Eptica

Date: Wednesday, December 4, 2019 Author: Steve Nattress Why brand reputation starts with effective listening. Published on: December 04, 2019. Author: Steve Nattress Thanks to the internet, consumers are now living in a world of almost infinite choice.

8 Customer Service Skills Every Employee Should Know

A Better Answer

How you deal with customers can make or break your business. Good customer service is a skill every employee who interacts with your clients must develop

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Coaching Automated: Improving Agent Engagement Pays Off

Contact Center Pipeline

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates to employee churn, satisfaction and, ultimately, the customer experience.

2020 Vision: What Customer Service Looked Like in 2019

Fonolo

Good customer service can be hard to find. Conversely, bad customer service is easy to spot and, when especially ugly, it can go viral.

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!

You Shouldn’t Have Told Me That

ShepHyken

The other day I went out to breakfast with some friends. There were eight of us, so we needed two tables pushed together. The restaurant was crowded. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty.

More Trending

Improve CSAT and Brand Loyalty with Voice of the Customer Feedback

Noble Systems

Customers tell companies all the time what they think about their products and services. In fact, they are often more than eager to offer their opinions and advice on how the companies they choose to do business with can serve them better.

AI IRL Podcast Episode 41: 3 Questions to Avoid Bias in 2020

Bold360

?. Subscribe via iTunes , Spotify and more. It’s that time of year. Not for holiday decorations and good cheer — although that’s allowed, too — but I’m talking about getting ready for 2020. By checking your AI for biases.

The Burgeoning World of CX Analytics

Serenova

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver.

CX Storytime Tale of Have Wine, Might Travel

Russel Lolacher

Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. As the first and last chapter in your book of adventure, they have the power to change the narrative. Stay tuned for a story of changed plans, Airline impacts and new opportunities.

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.

Success-Based Pricing Model: What does it really mean?

Interactions

Building and deploying innovative technology is time-consuming and stressful, especially when your customer experience could be at risk. There are often variables that are out of your control, making the process daunting and scary.

Digital Room Takes Control of its Contact Centers on Unified CXone Platform

NICE inContact

E-commerce printing company Digital Room had been using different vendors for voice, email and chat.

Writing is About Paying Attention

Customer Service Life

Image by Pexels from Pixabay. Lately I’ve been working to be consistent on a couple writing initiatives that are helping me be more engaged in both life and work. Gratitude Journal.

Increase CSAT and Brand Loyalty with Voice of the Customer Feedback

Noble Systems

Customers tell companies all the time what they think about their products and services. In fact, they are often more than eager to offer their opinions and advice on how the companies they choose to do business with can serve them better.

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!

How Remote Call Center Agents Weather-Proof Your Contact Center

ChaseData

For many parts of the world, November and December mean that winter is on the horizon. For those same regions, winter weather can mean anything from cold, biting wind and rain to mountains of snow.

Medical Group

Ansafone

Ansafone Dedicated Agents Help with Medical Appointment Scheduling & More The post Medical Group appeared first on Ansafone Contact Centers. Case Study

Build a Business Case for the Customer Happiness Agent: Contact Center Employees Live at the Core of Customer Experience Strategies in 2020

SharpenCX

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. As I poured through resources and spotted trends sure to stick around, one’s permanently seared into my brain.

Financial Services

Ansafone

Ansafone Helps Financial Services Company Realize 10% Annual Savings The post Financial Services appeared first on Ansafone Contact Centers. Case Study

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.

Get On the Phone! Why Voice Still Has a Place in the Modern Contact Center

InGenius

In the modern digital age, customers now have more options than ever before to communicate with a business. Unlike 10 years ago, the development of non-voice channels such as email, live chat, chatbots, SMS and social media, has changed the way contact centers operate.

Top 5 CX Books That’ll Transform Your Customer Experience

Bold360

December is official upon us, and as I write this from our Boston, Massachusetts office it certainly feels like the first month of winter. But cold temperatures and a sleety, snowy mixture that fell outside this week aren’t the only telltale signs that it is the final month of the year. We’re reminded that another trademark December event is here from the emails in our inbox claiming “the best deals on gifts” to the lights strung on homes that glow at night.

B2C 40

Can Customer Success help increase Product Stickiness?

CustomerSuccessBox

Remember the last time you said these words – “Oh I don’t know about this, let me GOOGLE it.” Despite the fact that all you are doing is a web search on the internet, and that there are a multitude of search engine competitors like Bing, Yahoo, etc.

How To Skyrocket CX Rate With Human Touch?

kommunicate

What do you think of improving the CX rate with a human touch?

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Quality and First-Contact Resolution: From the Agent’s Perspective

Brad Cleveland

Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality is at the heart of a customer service agent’s role in the organization. First contact resolution is an outcome of quality, really an extension.

Reduce Excessive Shrinkage with Workforce Management Software

Monet Software

Contact center shrinkage can be like a kid running a lemonade stand. Imagine you buy the lemonade packet and figure out how many cups you can sell at what price. Then someone dumps half the pitcher on the ground.

Quality and First-Contact Resolution: From the Agent’s Perspective

Brad Cleveland

Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality is at the heart of a customer service agent’s role in the organization. First contact resolution is an outcome of quality, really an extension. Better quality minimizes repeat calls and rework, and customers double-checking because they lack confidence.

AI IRL Podcast Episode 42: How AI Visuals are Revolutionizing Shopping

Bold360

Subscribe via iTunes , Spotify and more. A picture’s worth a thousand words. So, why wouldn’t retailers want shoppers using an image search instead of a keyword search? The thing is… they do. And one company called ViSenze is making it possible. Think about it.

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!

United World Telecom Review and Pricing

Avoxi

If you're in the middle of searching for your next business phone number provider, you may have come across United World Telecom. If you're looking for a review and top alternatives to United World Telecom, you've come to the right place.

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RELEASE: Branch and Delaget make it easy for restaurant operators to offer financial wellness tools to hourly employees

Branch Mesenger

SAINT LOUIS PARK, Minn., 4, 2019 -- Branch and Delaget are pleased to announce a partnership to provide restaurant operators with a new tool for attracting and retaining hourly employees, at no cost to them.

PCI Compliance in an Outsourced Customer Care Program: What Do You Need to Know?

BlueOcean

There’s no doubt that today’s businesses – from SMB to global mega-brands – take data security and data protection very, very seriously.