Tue.Dec 04, 2018

How to Handle Live Chat Customer Service During the Holiday Rush


Ah, the holidays. It’s the time for sugar canes, delicious eggnog, and jolly parties with loved ones, right? Well, not exactly. For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush.

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Emphasize Emotion In Your Holiday Customer Service

Ian Jacobs

This blog post is part of Forrester’s Holiday 2018 retail series. As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]. customer emotion customer experience Holiday 2018 Customer Experience (CX) customer service emotion

The New Rules for Customer Service


Consumers are hard to pin down. Just when you think you have them figured out, they’ve moved on to something else. As Ferris Bueller said, “Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it.” ” The same holds true for consumers.

How to Get the Greatest Agent Training ROI

Call Center Coach

Contact center agent training can be a very big expenditure for a lot of organizations. For contact centers that experience higher agent turnover the expenditure is obviously much higher than for those with lower turnover.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center Pipeline Magazine: Inside Our December 2018 Issue

Contact Center Pipeline

Best wishes to you and your loved ones for the happiest of holidays! It’s an exciting time of year—and an exciting time to be a part of the contact center industry!

Amazing Business Radio: Nick Mehta


Proactive Customer Service. How to Ensure You Are Delivering Success For Your Customers. Shep Hyken sits down with Nick Mehta, CEO of Gainsight.

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More Trending

What to Know Before Hiring a BPO Contact Center


Once you select a BPO partner , you will work closely together to pinpoint exactly what your company needs to drive its future growth. Before embarking on this venture, do some internal homework to help the contact center succeed in supporting these efforts.

2019 Customer Experience Trends

The Center for Client Retention

Customer Experience trends are bigger and better for 2019. Artificial Intelligence (AI) tops the list, with a virtual army of app developers working around the clock to help us excite, entertain and educate our clients.

Outbound Market Leader for 6th Consecutive Year

Noble Systems

Understanding demand; building the brand; differentiating oneself from the competition. This threefold focus is essential to achieving and maintaining market leadership.

Match Evolving Expectations With An Evolving Customer Experience


Customer experience is perhaps the greatest source of competitive advantage available to your company. According to Forrester, companies with superior customer experience grow revenue more than three times faster than companies with inferior customer experience.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Is Dining the Key to Brick and Mortar Success?

Branch Mesenger

From robots at Walmart to how Burger King is sending customers to McDonald's -- these are the top stories we're reading this week in the world of commerce, retail, and technology. Dining Key to Brick-and-Mortar Success? We know the world of retail is changing drastically.

Belize Nearshore Outsourcing: Hurricanes Shouldn’t Matter – Quality Should

Transparent BPO

November 30 marked the end of the 2018 Atlantic basin hurricane season. Eight storms were recorded with two — Florence and Michael — considered major. How did Belize fare?

Meet the CallSource Team: An Interview With Hillary Duda

CallSource Insights

Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Hillary Duda. Title: Business Advisor. When did you start working for CS? I started working for CallSource back in September 2015. What position did you start in?

4 Takeaways from Our Live Discussion on Chat vs Messaging vs Texting [Video]


Last week, Fonolo hosted an insightful live discussion on the three main forms of text-based communication battling for the future of customer service: Messaging, chat, and text.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Remove Negative Reviews Guide

CallSource Insights

It doesn’t matter if your industry is home services, health care or automotive repairs, in today’s Internet-centric world, expect prospective customers to do their research.

From Touchpoints to Journeys: Transforming Your Customer Experience with Automation

Relay Blog

Customer journey mapping is all the rage these days. But businesses have been trying to. The post From Touchpoints to Journeys: Transforming Your Customer Experience with Automation appeared first on Relay. Support automation customer holistic journey modern touchpoints

How VoIP Works, and Why it’s Better for Your Business


? ? ? ? ? ?. You may not be aware of it, but the world of telephony is undergoing a drastic transition: From classic phone technology to voice over internet protocol (VoIP).

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How New Leaders Can Quickly Acquire Important Insights

Satrix Solutions

It’s been said that “the beginning is the most important part of the work.” Whether you have just taken the next step in your professional career at your existing company or have transitioned into a new organization, when you land a new leadership position, the same notion holds true.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Make the Required Investments to Support Your Customer Service Strategy

Brad Cleveland

Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. You will need to define, at a high level, the investments and funding necessary to support your vision.

Why Workflow Matters


Estimated reading time: 4 minutes. Customer experience workflows often get treated like fishing with dynamite.

Why Performance Management and Employee Development go Hand in Hand


How you manage and develop your agents has the greatest impact on their experience at work. Your agents’ attitudes and feelings about their jobs are the key influencers of their success, according to a recent study from Customer Contact Week. Read More.

The Hidden Danger of Murky Buzzwords

Toister Performance Solutions

Years ago, a company hired me to conduct customer service training that showed employees how to align their service with the company's corporate values. One of those values was integrity. I interviewed several employees and managers to prepare for the training.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Employee Wellness in Your Contact Center


"With a decade of customer service experience under my belt.I've ve experienced first hand how not taking care of yourself while busy at work can lead to flat out burnout." Jenny Dempsey reflects on the importance of wellness in contact centers, and how it can impact not only your employees but your customers as well. Can you shed… The post Employee Wellness in Your Contact Center appeared first on AVOXI. Contact Center Other

Add Sprinkles to Your Customers’ Experiences

Chip Bell

“Anyone who’s a chef, who loves food, ultimately knows that all that matters is: Is it good? Does it give pleasure?” wrote the late Anthony Bourdain, celebrity chef and host of the TV show Parts Unknown. Innovative service is a blend of these same two sentiments. As customers, we all want service that is good—meaning it successfully fulfills our needs or accomplishes the outcome we seek.

How the mobile customer experience is driving holiday sales in 2018

TELUS International

Discover three strategies for creating mobile-friendly touchpoints in the customer journey. Omnichannel Trends

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The pitfalls of manual documentation


Completing reports, filling out forms, to sending emails or responding to general notes, on any given day, professionals can spend a large bulk of their time on paperwork. While manual documentation processes can have its pitfalls, from being error-prone, time-consuming, to less than efficient and costly, surprisingly, many professionals still rely solely on manual input […] The post The pitfalls of manual documentation appeared first on What’s next. This is a summary.


The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

The Importance of Security in Contact Centers

Outsource Consultants

Call center outsourcing is a logical strategy for businesses of all sizes. A recent article by Deeksha Dadu lays out the following factors to look for when picking a call center partner: Quality assurance that matches your company’s standards.

The real insider threat — the printer on our network


For years we’ve been talking about insider threat as the biggest cybersecurity risk. While many insider breaches are attributed to human error, the result is still the same—a cybersecurity breach resulting in a drain on the company’s finances. Ponemon Institute’s 2018 Cost of a Data Breach Study found that “the average cost of a data […] The post The real insider threat — the printer on our network appeared first on What’s next. This is a summary.

Disaster Podcast: Whether Wildfires or Hurricanes, Businesses Should Always be Ready

Working Solutions

Drawing from 20+ years of experience in call center outsourcing, April Wiita, Working Solutions vice president of Program Success, offers advice on The Big Bid Theory’s podcast: “Heroes and Help for the Next Disaster. It’s Coming.” Interviewed by host Bill Culhane, April shares her experiences running on-demand contact center operations during natural disasters, including hurricanes […].

Overwhelmed by needing to modernize your contact center? Start here.


At some point, every contact center faces the stark reality of needing to modernize. You may still be spending hours creating reports on spreadsheets. You’ve got teams of agents but only rudimentary quality monitoring. Maybe you’re offering limited channel choices, even voice only. If your organization is like most, you’ve been wrestling with these issues for years. But the complexity of upgrading—and sticker shock—keep you in a state of “making do.”.

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Your Complete Customer Engagement Handbook

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