Tue.Apr 09, 2019

Is It Time for Your Contact Center Check Up?

Taylor Reach Group

By Colin Taylor. Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level.

Top 5 Things That Will Improve Your Contact Centre Performance

Connect Managed

Contact Centre


The Cost of Poor Customer Service and How You Can Turn that Around


Not sure whether you’re offering expert customer service? The cost of poor customer service is staggering. According to Forbes , bad customer service cost businesses about $75 billion in 2017, the latest figures show. And that number is up $13 billion compared to the previous year.

How to Improve Call Center Security with Virtual, On-demand Customer Care

Working Solutions

Call center security is an operational necessity for today’s businesses, and not something to be taken lightly—a maxim that holds true for organizations of all shapes and sizes, and across all industries. And there’s a good reason for this. There are many, in fact: Think of all the sensitive data that passes through your call […]. Call Center Outsourcing Call Center Security

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.

Amazing Business Radio: Jeff Nicholson


Service Utopia with Guest Jeff Nicholson. Crafting a Frictionless Service Experience for Employees and Customers. Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “ Achieving Digital Customer Service Transformation.”.

CRM 242

More Trending

Live Chat Features, Benefits & Pricing: Understanding Why CS Experts Emphasis its Use

ProProfs Blog

How does it feel when your customers compliment the business for providing instant support? It feels great, isn’t it? However, connecting with customers in real-time can be a challenge through existing communication media such as emails and phone calls.

Sales 123

How to Be a Better Bicoastal Team: 5 Takeaways From Our Marketing Offsite


As a bicoastal marketing team, we’re committed to keeping in touch over Zoom and Slack, but whenever we can get together in person, we jump at the chance.

Top 18 Most Influential Women in the Sales World (2019 Ready)


There are dozens of hundreds of rankings devoted to sales influencers and experts across different industries and the world in general (we’ve also published one ). But there’s one thing all of them have in common. Those lists don’t include enough women. We’ve decided to remedy the situation and created a list of 18 saleswomen who in our view play an essential role in the world of sales. Tiffani Bova. Customer growth, sales and innovation evangelist at Salesforce. LinkedIn. Twitter. Medium .

Sales 101

Most Efficient Ways to Manage Contact Center Solutions


Efficiently managing contact center solutions is the only way to achieve your goal of balancing low costs-per-call with delivering valuable customer experiences during every interaction.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

What Customers Want and Expect from your Call Center


Certain commentators in the customer service space have been predicting the death of the call center. While it’s true that channel preferences are shifting, it would be incorrect to conclude that the voice channel will be buying the farm anytime soon.

Infographic: The 5 New Fundamentals of CX


What drives CX success? A new Verint-sponsored study from CustomerThink evaluated more than 200 initiatives and gathered input from a cross-section of customer experience leaders to find out. Download the. CX Best Practices CX Strategy Research & CX Data ROI of CX

How to Calculate and Improve Your Customer Retention Rate


Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

What is Call Quality Monitoring?

NICE inContact

“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

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.

Who Owns Customer Success?


Garrett shares his perspectives on which team should own Customer Success or if they should be owned at all. Customer Success Customers Onboarding saas value realization

SaaS 70

Lessons Learned from Writing My First Customer Service Book

Toister Performance Solutions

Note: The following is the preface from my new book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service. It's the second edition of a book called Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.

WebRTC for Beginners


I have been working in the field of communications for a long time and have witnessed many significant changes over the years. Some ideas, like IP telephony, have revolutionized the industry. Others fell flat on their faces.


We Built a Messaging Experience Using Our Own Product and This Is What We Learned


A lesson in dogfooding ?? Last month we challenged ourselves to create a cool conversational experience for exhibitors and attendees at Enterprise Connect, one of the biggest tech conferences for enterprise communications.

APIs 67

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.

What is the True Cost of Losing a Customer?

Advantage Communications

Smart business owners will know that satisfying each and every customer is essential for the long-term success of your business.

You Are Known by Your Works

Chip Bell

Many years ago, I worked for the president of a bank famous for aggressive bank acquisitions and rapid growth in the financial services space. The bank ultimately became the Bank of America and the president became the B of A CEO. Hugh McColl was famous for his swashbuckling leadership style, his brilliant strategy execution, and his sometimes irreverent style of communications, especially when the media was involved.

Keep Your Site Structured and Healthy with Guided Content Framework


An organization’s body of knowledge is a lot like a library. It’s a large collection made up of various media— product documentation and help , user manuals, videos, and so on—that are grouped, categorized, tagged, and organized to make it easy for visitors to find and interact with it.

3 New Customer Onboarding Best Practices

CSM Practice

In the customer success era, on-boarding customers goes above and beyond adhering to a certain scope of work in a timely manner.

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.

Keep Your Site Structured and Healthy with Guided Content Framework


An organization’s body of knowledge is a lot like a library. It’s a large collection made up of various media— product documentation and help , user manuals, videos, and so on—that are grouped, categorized, tagged, and organized to make it easy for visitors to find and interact with it.

How to Improve Customer Service Support in the E-commerce Industry


We all have heard plenty about the emergence and then dominance of e-commerce over the brick and mortar retail stores. This is not just fluff or random theories. We have data to support these claims. According to Statista, Retail e-commerce sales worldwide were 2290 billion US dollars and are expected to rise to 2774 billion […]. The post How to Improve Customer Service Support in the E-commerce Industry appeared first on Ameyo.

Sales 57

5 Customer Service Lessons From the Mall of America

CSM Magazine

Rick Conlow gained some key lessons from a customer service survey conducted at the Mall of America. As I held a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons.

Industry Standards and Beyond: Essentials of Translator Vetting


We've previously covered the qualifications that most reputable translation providers hold. Now that we know what to look for when it comes to the provider, how can we be sure that the translators themselves are qualified?

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.

Stay Mobile with Live Chat Operator Console for iOS

Provide Support

Provide support is glad to announce the release of the live chat operator console for iOS. This version allows you stay connected with your customers on the go and handle chat requests if you are not at your computer. The app lets you stay flexible and always online in your live chat.

Release notes April 10-11

Connect First

Here are the highlights from our latest release. Release Notes


7 Qualities the Best Answering Service Companies Have in Common

Ambs Call Center

Leading answering service companies share several key characteristics. Business owners considering hiring an answering service should deliberate over these seven qualities that the best answering service companies have in common. How Answering Services Work Virtual Receptionists 101