Mon.May 20, 2019

10 + 5 golden rules of online customer service

HelpCrunch

Do unto your customers as you want to be treated when you’re a customer. Alex Knapp, Associate Editor, Forbes Surely, when you had read the epigraph line, you thought “But of course, that’s obvious”. True, [ … ].

I’m New to Contact Centers. Here Are 5 Things I Learned at ICMI’s Contact Center Expo.

Talkdesk

Last week, I attended ICMI’s yearly contact center expo in Fort Lauderdale, Florida. The theme was “Navigate the Tides of Transformation,” which was fitting for two reasons. One, because the conference was at The Diplomat Beach Resort, which is located right on the beach.

Data is everything in the new era of customer service

teleopti

In Teleopti’s third blog on the subject of change, Patrik Vesterberg explores the value of WFM data to drive effective CX strategies.

97 Super-Effective Sales Tips From Top Sales Gurus

CrazyCall

You might be an expert, a professional, an intermediate, or a complete newbie. It doesn’t matter. Sometimes, we all need a little advice that will help us make the next decision. Especially when you’re working in sales.

Sales 125

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Outsourcing Can Make Your Customer Experience Better. Here’s How.

Customer Service Life

This article was originally published on the Talkdesk blog on March 15, 2019. Click here to read the original post. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center.

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Get to the Heart of the Sales Mindset and Increase Questioning Confidence

Integrity Solutions

If your employees struggle with a willingness to ask the questions that will deliver more client value, you need focus on shifting their mindsets and building their confidence.

Sales 85

Fundamentals of a Customer First Strategy For Every Industry

C3Centricity

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.

What are the Top LMS Tools for Customer Service Teams

PlayVox

Every call center or business with its own customer service department should invest in a high-quality Learning Management System (LMS). Because ongoing education for your employees is crucial to keep delivering the best customer experience.

How to Use Customer Comments to Build a Successful Brand

VocalCom

Customers are always talking about the brands they know. From word of mouth to social media posts, their comments—good and bad—can have a meaningful impact on a brand’s success. But don’t let the negative words scare you—all kinds of comments are important to a company’s growth.

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.

Authentication Myths | Our Voices Never Age

pindrop

Did you know that like the rest of your body, your voice is not immune from the ravages of time? Your vocal cords lose elasticity and flexibility and can even dry out. The larynx is a muscle just like any other and can atrophy, become thinner and weaker over time.

Why Online Customer Reviews are Important for your Business?

Provide Support

The importance of online customer reviews. Modern customers start their search of products or services with thorough analysis of information available on the Internet. They visit company’s Facebook and LinkedIn pages and read available online customer reviews.

A New Way to Improve Your CSM Team Performance

ClientSuccess

CSMs Are Problem Solvers. Like diligent gardeners, Customer Success Managers (CSMs) excel at identifying problems and attacking them at their roots. Once one problem is solved, they move on to the next one, steadily weeding out every problem until only the healthy crops are left to flourish.

SaaS 56

Customer Experience Is More Than Your Frontline

Hello Customer

In the previous episode of 'Leslie Illustrates' we learned how to leverage feedback to all of the departments in an organisation. This week, Leslie explains why you shouldn't let the sole focus on customer experience reside in your frontline staff.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

3 Key Areas Where Healthcare Companies are Utilizing Outsourcing

Outsource Consultants

Obstacles Contact Center Agents Come Across During Interactions

Jacada

There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.

5 Top Customer Service Articles for the Week of May 20, 2019

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.

Smart Solutions Resolve Call Center Operational Issues

Jacada

All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations. Read More. Jacada Blog

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

AI IRL Podcast Episode 20: Can AI Save Billions in Clinical Research Costs?

bold360 Blog

Subscribe via iTunes , Spotify and more. When the cost of drug development has increased a few hundred fold, how do you find a way to cut expenses and time? AI to the rescue.

Customer Success: recognition matters

Nuance

Search “employee recognition” and Google serves you a trove of great think pieces that tell us something we should instinctively know – recognizing employees for a job well done matters.

What Is Call Center Future in the Era of Artificial Intelligence

Dialer 360

Today’s era a call center has honest and become the center of business. As well as the operations for several industries. Most of the center is the heart and essential part of the company. Besides the function as the primary means of communication. This is all among the company business and customer.

Exciting News From The XM Institute

Customer Experience Matters

The time has finally come for me to tell people to stop purchasing Temkin Group research reports. Are we eliminating them? Are they irrelevant? We’ve just decided to give them away for free on the Qualtrics XM Institute site.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

11 Ways to Figure Out Customer Experience Statistics 2019

Dialer 360

Customer experience and offering of best standard customer satisfaction. Usually, this is now the best priority for all forward. As well as a business a customer is no longer basing their loyalty on the product. This is including brand and product prices.

Product Updates | May 20th, 2019

Totango

We know that customer data is at the heart of everything you do, and without it, it’s not only difficult to drive customer success, but it’s impossible to scale it. That’s why we’ve been working hard on some significant enhancements to our Integration Hub recently.

Avaya and Verint: Two Market Leaders, One Incredible CX Strategy

Avaya

When thinking about Workforce Engagement , what comes to mind? Call recording? Quality Management? Workforce Management? You wouldn’t be wrong, but Workforce Engagement has evolved into so much more.

ChurnZero Named 2019 Moxie Award Finalist

ChurnZero

ChurnZero Named a Moxie Award Finalist in the Software Category. ChurnZero is pleased to have been named a finalist in the 2019 Moxie Awards for the Software category. .

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.