Wed.Dec 04, 2019

Why brand reputation starts with effective listening


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


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

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

You Shouldn’t Have Told Me That


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 42: How AI Visuals are Revolutionizing Shopping

bold360 Blog

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.

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.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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 Burgeoning World of CX Analytics


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

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

bold360 Blog

?. 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.

How Remote Call Center Agents Weather-Proof Your Contact Center


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.

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.

Medical Group


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


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

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


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.

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.

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


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.

Top 5 CX Books That’ll Transform Your Customer Experience

bold360 Blog

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?


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?


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

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How to Advertise Your Business on Facebook

CallSource Insights

The key to running Facebook ads is matching the right audiences with the right creative to trust that your campaigns will generate profit. If you are reading this, you likely own or work for a business that targets niche customers online.

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.

United World Telecom Review and Pricing


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.


Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

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?


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