Tue.Dec 04, 2018

How to Handle Live Chat Customer Service During the Holiday Rush

GetFeedback

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

Aspect

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.

Amazing Business Radio: Nick Mehta

ShepHyken

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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Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

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.

More Trending

Vodafone – Global Innovator Chooses AR Remote Assistance

TechSee

As a leading provider of intelligent visual engagement, TechSee is at the forefront of the digital CX transformation. Our goal is to partner with innovative Tier-1 companies, by providing them with digital solutions that enable them to exceed their customers’ expectations.

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.

5 Customer Success Leader Actions to Complete Before 2019

ClientSuccess

As 2018 comes to a close, customer success teams are taking some time for reflection and planning. What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019?

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 […].

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

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.

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

Fonolo

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.

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?

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.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

What to Know Before Hiring a BPO Contact Center

Ansafone

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.

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?

Match Evolving Expectations With An Evolving Customer Experience

ConvergeOne

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.

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

inContact

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.”.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

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.

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

aircall

? ? ? ? ? ?. 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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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.

Ask Abby Nicely: How Often Should I Be Surveying My Clients?

AskNicely

Dear Abby, How often should I be sending out surveys? Does survey frequency make a difference? Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? The quick answer to survey frequency is: it depends , but we generally recommend you touch every customer at the moments of truth in their customer journey. Moments of Truth. What exactly is a “moment of truth?”

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.

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.

Employee Wellness in Your Contact Center

Avoxi

"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

The 7 ‘Musts’ in Customer Engagement

Strikedeck

Suraj shares how to target customer engagement with these key seven strategies. Customer Success Customers Onboarding saas value realization

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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.

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.

SaaS customer retention best practices to maximize renewals

CustomerSuccessBox

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable.

Release Notes: Saved Replies for Chat, Accessibility Improvements + More

Help Scout

Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What's New: Beacon and Live Chat. Accessibility updates.

Never knowingly under-engaged

Rant And Rave

What does Christmas mean to you? Fun with the family? A garish jumper at the office party? Hearing the same four or five songs on the radio over and over again

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