Thu.Feb 20, 2020

Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI


Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured.

7 Steps to Unbeatable Customer Service Management


Check these 7 elements of topnotch customer service management to make sure you're nailing it. The post 7 Steps to Unbeatable Customer Service Management appeared first on HelpCrunch blog. Customer service

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5 Main Tactics to Improve Contact Center Service Level (Part 2)


In the first part of this article, we touched upon why call center service level is an important KPI for your business. We also discussed the two proven ways that help CC professionals like you to improve service level in your contact center. Operations Management

Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2

Beyond Philosophy

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

Operation Social Media… 2020

Contact Center Pipeline

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others.

More Trending

The Non-Designer’s Design Book by Robin Williams (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s Design Book to improve your organization’s customer experience and customer service.

A Better and More Collaborative Guru


product updates


Time is of the Essence: Keep customers waiting at your peril


Today’s consumer is busier than ever. Digital technology hasn’t just made instant communication possible, consumers have come to expect it.

The role of AI in content moderation

TELUS International

Customer Service Channels

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

“Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success


“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about.

3 Essential Ingredients to Digitally Transform Customer Service

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Vit Horky, Sr. Director, Digital Experience, talks about the fundamental changes taking place in the customer service market as the result of newly arriving technologies and changes in consumer behaviors.

Why Customer Service Requires Consistent, Reliable Results


What’s the ONE major factor that ultimately determines your customer service capability? According to some business owners, it’s all about speed. A rapid, responsive customer service communication platform lets clients know their issues are taken care of. Speed is important, no doubt about it.

Why You Can’t Uplevel Customer Satisfaction Without Agent Satisfaction

NICE inContact

You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX).

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Engage Work-At-Home Staff With These 5 Best-Kept Secrets


Studies show that the work-at-home call center population is seeing a 25% annual growth.

The power of 3 new outbound dialing enhancements


Anything to improve efficiency so call center managers can achieve more with less is good news. Customers expect more proactive, personalized communication. They expect nothing less than the great customer experience they deserve.

Join us at HIMSS 2020


It’s hard to believe, but HIMSS Conference 2020 kicks off in just a few weeks. This annual event remains an essential global program where healthcare, health information, and technology professionals can advance their education, expand their networks, and see the latest technologies in action.

Three missed call benchmarks for online universities: Are you missing out?


For a prospective student, calling up a potential university is a big step. It usually comes after deep chats about life goals, a long period of research, and a lot of personal reflection. Maybe they want to apply, maybe they have questions, maybe they want reassurance.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Building a Proactive Data-Driven Customer Success Engagement

CSM Practice

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base.

How to Do Customer Service the Right Way: Say Goodbye to Automated Messages

A Better Answer

Have you ever called your bank or cable TV provider only to be greeted by an automated message? As you listen to the options, annoyance mounts because your purpose for calling doesn’t seem to match any of the prompts or you just have a quick question and can’t seem to get to a human being

Prescriptive analytics: The way forward for Big Data

Hero Digital

A few years ago (six to be precise), Amazon patented something called “anticipatory shipping.” The idea was to move products in the direction of specific consumers, based on a specific set of business rules, even before the consumers purchased them.

Review: Most Read BPO Blogs

Working Solutions

Welcome to Working Solutions Monthly News Update Today’s savvy consumers demand great customer experiences so it pays to stay current on relevant news and trends.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Start Your Online Consulting Business With Only 500 Calling Minutes


You can make headway today in starting your own consulting business on the side. All you need is 500 nationwide calling minutes from VirtualPBX. 500 minutes is how much you receive when you sign up for the VirtualPBX 500 Unlimited User Plan.

Join us at HIMSS 2020


It’s hard to believe, but HIMSS Conference 2020 kicks off in just a few weeks. This annual event remains an essential global program where healthcare, health information, and technology professionals can advance their education, expand their networks, and see the latest technologies in action.

4 Times When Marketing Really Nailed It: How Experiential Marketing Wins Big for Brands

CSM Magazine

The parameters of what constitutes a great marketing campaign have changed enormously over the decades, once upon a time it was sales figures alone that caused a stir amongst the internal management teams.

Can a Chat Bot Replace Your IVR System?


For a long time, now, contact centers have relied heavily on the interactive voice response system - also known as IVR - to direct consumer traffic and create self-service options. It makes sense; a good IVR system can lower labor costs, improve efficiency, and enhance customer experience.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.