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

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

ChaseData

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

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Amazing Business Radio: Jeff Nicholson

ShepHyken

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.”.

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More Trending

What Customers Want and Expect from your Call Center

Fonolo

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.

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 125

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

CrazyCall

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 104

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

Guru

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.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Most Efficient Ways to Manage Contact Center Solutions

Ansafone

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.

How to Calculate and Improve Your Customer Retention Rate

Totango

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.

WebRTC for Beginners

ConvergeOne

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.

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The sprint towards enterprise mobility

Nuance

The sprint towards enterprise mobility is gaining traction, and for companies to stay relevant they need to keep up.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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.

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.

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.

Who Owns Customer Success?

Strikedeck

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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.

Keep Your Site Structured and Healthy with Guided Content Framework

Mindtouch

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.

Trends, Business, and the Future of Sports

Avaya

Sports marketing, sponsorship, fan engagement, player tech, these are all things that have come on heavy in recent years. Previously, sports were simply about the main media networks, the prime times, the most popular sports, and the players.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

Keep Your Site Structured and Healthy with Guided Content Framework

Mindtouch

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

Ameyo

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.

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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

Voiance

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?

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.