Tue.Aug 06, 2019

Beware… Five Signals of Customer Care Burnout!

Contact Center Pipeline

Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints escalate? Do bad moods and negativity dominate the contact center? If this is happening, your culprit may be BURNOUT.

Customer Journey Insights Increase Marketing Impact


Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations.

Call Center Software: How to Choose the Best Software (Tips & Best Practices)


There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions.

Amazing Business Radio: Jeff Gothelf


“Sense and Respond” Culture. Building a Culture of Creative Response to Customer Need. Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need.

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.

Why an Omnichannel Experience is Critical for Modern Contact Centers


Today’s customers expect a highly personal experience from every brand they do business with, regardless of how they connect. Whether via phone, chat or web, customers expect the system or human agent to know everything about their current and past relationship with the organization.

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Know Your Terminology: Customer Support vs Customer Experience


When we think about some of the biggest brands in the world, we tend to think about the things that set them apart: their marketing, their product(s), the sales experience, and, potentially, the service experience. customer support

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

In an earlier post, The Digital Revolution, Rising Consumer Expectations , we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. We ended by detailing 7 best practices that we’ll detail here.

How to Kill a Hydra: Avoid a Time Off Nightmare


Hydra, daughter of Typhon and Echidna, was quite the nightmare. Hydra had a huge dog-shaped body with nine snakelike heads and each head was uglier than the one next to it. It was rumored few opportunities in the dating arena colored her personality negatively.

Why Gemba is the Best Way to Solve Service Failures

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. The CEO called me with an urgent training project.

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.

Leadership Presence: 8 Strategies for Making Your Voice Heard


Understanding how you are perceived – and how you can change that – is key to building trust as a leader.

Operational Transparency: An Essential Standard for Remote Interpretation


In our previous three posts, we’ve discussed quality metrics for providers of phone and video remote interpretation services: fair pricing , interpreter qualification and vetting , and data security.

The Keys to Developing Dynamic Call Center Scripts


Call center scripts are a central component of employee training and evaluation programs in the contact center industry. When crafted correctly, these guided outlines support efficient call flows and standardize customer service experiences. They reduce employee onboarding and average handle times.

Leveraging Technology to Simplify Healthcare Processes


Open telecommunication architectures enable integration with leading healthcare application vendors.

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.

5 Reasons How IP PBX Software Transforms Your Business


Telecom operators, especially in the USA, are migrating from TDM networks to IP networks. What this means for businesses is that sticking to older legacy PSTN networks will become costlier.

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Overcoming Caller Objections at Your Dealership

CallSource Insights

You can’t make a sale if a customer doesn’t come to the dealership, and the second-most common initial point of contact with a dealership (after walk-ins) is the phone.

Customer Success’s Financial Foundation


Tom Lipscomb imparts his wisdom on the ten step strategy for achieving the ultimate customer LTV. Customer Success Churn Customer Emotion Customer Retention expansion Retention

Staying on Top of Agents with a Call Monitoring System


Have you ever wished you could hold your contact center agents’ hands throughout their days and guide them through their calls and daily operations to improve their performance? Just imagine how much more could get done and how much better things would be!

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

A Tribute to Lori Fraser

Strategic Contact

This isn’t the way it is supposed to be… Lori and I had more projects to tackle, things to learn together, and adventures to share. But on Friday, July 26th, Lori departed this world surrounded by her loving husband and two children. Life will never be the same without her. I met Lori 14 years. Read More »


AI is capturing the legal industry’s attention


The mystique around AI technology is driving a tendency for lawyers, especially those working in small practices, to believe that it’s inaccessible. And, it is a luxury that only larger legal firms and departments can afford.

How to Decipher Between 3 Common Industry Terms: Distilling the Digital Trifecta to Inspire Your Contact Center’s Lasting Digital Strategy


Raise your hand if you’ve ever mixed up a few popular terms because you didn’t know what they really mean. We’ve all been there. In our digital transformation research, we picked up on a few common terms companies often use. Read More. The post How to Decipher Between 3 Common Industry Terms: Distilling the Digital Trifecta to Inspire Your Contact Center’s Lasting Digital Strategy appeared first on Sharpen Contact Center Software. Industry Insights

How to Lower Your Customer Acquisition Costs – Without Hurting Customer Experience

TLC Associates

We’ve seen plenty of PR nightmares arise as businesses, with the best of intentions, attempt to prune their own acquisition budgets. The most common problem is that as businesses slash customer procurement costs, they also erode their customer experience – creating a financial wash or even a net loss when the dust settles. An expensive customer acquisition process shouldn’t be the price of admission to run a successful business.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Got an IT Disaster Recovery Plan? Here’s Why You Need One

Working Solutions

Does your business have an IT disaster recovery plan? If not, you’re leaving a crucial component of your operations to chance. This is true for all businesses in all parts of the country—from the South, where storms regularly cause major disruption, to the East, where heat waves have been causing massive power failures, and the […]. Call Center Outsourcing Business continuity

[Infographic] How to Declutter Your Contact Center


Share This Story &nbsp There’s a lot to manage in a contact center – from staffing and training to managing operations and tracking KPI’s. Using Quiq for live chat and text messaging will satisfy your customer’s demand for more ways to engage with your company. .

Fortune 500 Financial Services Company


Focus. To analyze omni-channel chats, calls, and quarterly and monthly surveys and uncover actionable insights to improve relationships with customers and business overall. Partnership With Stratifyd.

Dealing with the Dilemma: Acquisition or Retention?


A typical scenario for customers when it comes to interacting with an insurance company is when they first go to purchase insurance from the organization’s website. Most times the experience is great. The website is intuitive and the process to apply for the insurance is simple, straightforward and welcoming. Unfortunately, once the customer goes through the approval phase and gets approved, the experience often deteriorates quickly


A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.

Stratifyd Receives $10 million in Growth Capital Funding From CIBC


Estimated reading time: 2 minutes. CIBC Innovation Banking has entered into a $10 million debt financing deal with Stratifyd to help facilitate future growth. “We’re We’re thrilled about this investment as it will help us achieve our goals by giving us the ability to hire top talent to help expand our solution’s capabilities and attract new clients,” said Derek Wang, CEO of Stratifyd.

Our Charity Runs for the RSPCA

Creative Virtual

By Laura Ludmany, Knowledgebase Engineer. As per our company tradition, Creative Virtual this year again is fundraising for the RSPCA – but this time with a twist. Previous years we selected a 10k in London and put together a team of runners to take part as a group. This year, people who were willing to be a part of our ‘Team Animal’ and participate in a race could join a local one instead of having to travel to London.

Stratifyd Spotlight: Ru Fang


Estimated reading time: 4 minutes. Backend Software Engineer, Ru Fang, is a natural problem solver with a passion for computer science and technology. After spending her entire life in China, she traveled to a new country to further her education and to grow as an individual. This eventually led her to Stratifyd, where she’s helping solve some of the biggest problems for our Fortune 1500 clients.