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

ClearAction

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.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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

Callminer

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

ShepHyken

“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.

Your Complete Customer Engagement Handbook

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

Why an Omnichannel Experience is Critical for Modern Contact Centers

Talkdesk

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.

More Trending

Know Your Terminology: Customer Support vs Customer Experience

Guru

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.

Leadership Presence: 8 Strategies for Making Your Voice Heard

Nicereply

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

Leveraging Technology to Simplify Healthcare Processes

ConvergeOne

Open telecommunication architectures enable integration with leading healthcare application vendors.

How to Create an Exceptional Customer Experience

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

Web Phone 2.0 is Here!

VirtualPBX

A staple of our Dash Business Phone System has received a major upgrade. Web Phone 2.0 is here and ready for use in your favorite WebRTC-capable browser. Our Dash customers can use Web Phone immediately by visiting the login page.

How to Kill a Hydra: Avoid a Time Off Nightmare

Pipkins

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.

The Keys to Developing Dynamic Call Center Scripts

Ansafone

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.

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 »

58

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.

Mobile-focused Customer Support: Why It’s Important and Where to Begin

UJET

The traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Then you had to verify your identity with security questions, explain your issue, and hope that the problem could be completed by the first agent. The reality was that you would likely be transferred and have to repeat this process multiple times before the issue was resolved.

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.

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. 1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing.

Influential Women in CX: Silvia Veronese Brings Both Technical and Business Expertise to Customer Success

Squelch

This month we are continuing our Influential Women in CX series with a two-part feature on Silvia Veronese.

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.

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

Strikedeck

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

ChaseData

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!

AI is capturing the legal industry’s attention

Nuance

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.

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.

Operational Transparency: An Essential Standard for Remote Interpretation

Voiance

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.

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

SharpenCX

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.

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

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.

AI is capturing the legal industry’s attention

Nuance

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.

5 Reasons How IP PBX Software Transforms Your Business

Hodusoft

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.

voip 52

Fortune 500 Financial Services Company

Stratifyd

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.