Mon.Oct 07, 2019

When the Customer Hits the Panic Button: Handling Uneasy Clients Over the Phone


Everyone knows the saying, “the customer is always right.”. The thinking behind this is that, regardless of circumstances, customer service is always paramount. Fail to satisfy client demand, and your reputation is at stake – no matter how outrageous their demands.

Characteristics of High Performing Teams


I recently read an article about the characteristics that high performing teams share. After reading the article, I reflected on my 35 years in the contact center industry. I have seen and led many teams over the years …. Some great, some good and some not-so-good!

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8 Best Customer Service Books of All Time


Customer service is both art and science, and as such, it has accumulated a wealth of knowledge, experience, and history. There are principles and best practices that work for most businesses, and customer service experts [ … ].

Building a Customer Experience (CX) Strategy

CX Accelerator

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”

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!

5 Top Customer Service Articles for the Week of October 7, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

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5 Paradigm Shifts Driving the Customer Experience Market

NICE inContact

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series.

Website Not Mobile Friendly? Follow these 10 Tips to Remedy It


Ensuring that your website is mobile friendly is no longer an after-thought. Today nearly 50-60% of all web traffic comes from mobile devices. This means that if your site is not optimized for a positive experience on these devices, you are alienating a big chunk of your potential customers.

Retailers, Are You Ready? 5 Tips to Reduce Customer Frustration and Speed Up Resolution This Holiday Season


For most of us, it’s hard to believe the holidays are already around the corner. But if you’re a retail business, you’ve likely been preparing your contact center for the holidays for months.

Why Data Quality Can Make or Break CX


Customer experience, or CX, has become one of the hottest topics in business today. However, like many words, when thrown around too much, they can lose their meaning. Customer Experience Customer Communications Data INTOUCH

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.

3 Critical Metrics to Retain and Grow Customer Relationship Value


Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

How does call tracking enhance your customer’s experience?


In 2019, customers have a plethora of choice on any market. So, the question is, what’s making certain brands be heard above the noise? Could it be down to beautifully designed logos? Exceptional product selection? Or, a superior online presence? Maybe.

Productivity Tips For Customer Success Teams – PART 2

CSM Practice

In the first blog of this series, we discussed the importance of being proactive as a Customer Success manager (CSM). We established that productivity is the key to being proactive since it allows the CSM to dedicate more time for tasks, proactively.

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6 Unexpected Ways to Enhance Customer Experience


Looking to improve customer experience in your contact center? Here are six suggestions you might not have considered yet: Call Center Management

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Delivering Quality Customer Service to Disabled Passengers

CSM Magazine

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them.

Productivity Tips For Customer Success Teams – PART 1

CSM Practice

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. As a CSM, you can’t afford to be behind the curve on customer needs, you must proactively reach out to customers about guidance or any assistance needed.

The Way Forward with Dr. Budman: Key advice when upgrading or deploying new technologies


This article was first published on October 1, 2019, by Health Data Management. Reposted with permission.

5 ways CIOs Drive Patient Experiences with True Omnichannel


Drive Patient Experiences with True Omnichannel Meeting the expectations of patients reaching out to your contact center requires a tricky balance between offering the latest technology and equal measures of humanity.

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.

Build a Conference Call with Node-RED


In previous tutorials you’ve had a chance to get your feet wet in the world of Nexmo APIs, making and receiving phone calls using the Voice API , and hopefully also customizing these experiences.

Characteristics of High Performing Teams


I recently read an article about the characteristics that high performing teams share. After reading the article, I reflected on my 35 years in the contact center industry. I have seen and led many teams over the years …. Some great, some good and some not-so-good!

Customer Service Appreciation Week 2019

Contact Center Geek

Happy Customer Service Appreciation Week! Although many people may not realize it, this week is being celebrated in contact centers all across the country. Although not specifically a contact center event, it has certainly become one!

Connected Car Services Need Connected Customers


Learn about the connected car opportunities auto manufacturers need to focus on. The post Connected Car Services Need Connected Customers appeared first on Concentrix. Thought Leadership Resources


The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

Data Update: Just In Time For The Holidays!

Whitepages Pro

Data Update: Added over 15M US relative and associated people links and huge increase in global data coverage. The holiday season is arguably the most important time of the year for our customers. And here at Ekata, we keep this, and our customers and their needs, at the forefront of our minds. As we see our customers grow their businesses globally and their consumers spend more and more each year, we invest heavily in improving our cross-border data coverage and quality.

Connected Car Monetization and Commerce – Who’s in the Driver’s Seat?


Find out which in-vehicle connected services customers are happy to subscribe to. The post Connected Car Monetization and Commerce – Who’s in the Driver’s Seat? appeared first on Concentrix. Thought Leadership Resources


Transaction Risk API, winner of API World’s Best in Payment APIs

Whitepages Pro

We’re excited to announce that Ekata has won a 2019 API World Award for: Best in Payment APIs. The 2019 API Awards celebrate technical innovation, adoption, and reception in the API & Microservices industries, as well as use by a global developer community.

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Mobile Is the New Frontier for Customer Care


See the mobile trends you need to consider for your engagement strategy. The post Mobile Is the New Frontier for Customer Care appeared first on Concentrix. Thought Leadership Resources

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.