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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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

Waterfield Technologies Announces the Acquisition of Digital DataVoice

Waterfield Technologies

Together Delivering Innovative Contact Center Solutions Tulsa, Oklahoma – December 4, 2018 –Waterfield Technologies (WTI), an industry leading technology organization focused on the delivery of customer experience applications in and […].

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.

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.

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

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.

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?

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.

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.

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.

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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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.

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.

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 […].

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 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.

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.

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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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.

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 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.

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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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?

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.