Mon.Sep 14, 2020

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations


Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions.

5 Top Customer Service Articles For the Week of September 14, 2020


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. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn.

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Empathy Now Leads to Loyalty Later

Marley Wagner


This Is Why You Can’t Fill That Position

Steve DiGioia

You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Customer Experience: What B2B Can Learn from B2C

Marley Wagner

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More Trending

Collaboration and Communication Go Hand In Hand: How to Harness Their Power


Humans are social creatures. While the image of the lone genius — the person who works night and day alone in singleminded pursuit of greatness — persists, if there’s anything the last year has taught us, it’s that, well, being alone is hard.

Data Science vs. Big Data vs. Data Analytics - what’s the difference?

TELUS International

Understanding the nuances of each area of data specialization is key in order to best utilize and leverage them to their full potential. Discover the differences between data science, big data and data analytics and the functions they perform. General

Florida Man Sentenced to Two Hours Hold Music, Appealed for Jail Time UPDATE


Customer Experience Customer Service

Voice for Pest & CallSource Announce Their Partnership

CallSource Insights

Voice for Pest Call Management Powered By CallSource. Westlake Village, CA. Voice for Pest , a leader in providing telephone and call center solutions to the pest control industry, announced its integration with CallSource , a leader in call tracking and business phone analytics.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Part 2: The Strategic Role of B2B Customer Support

Team Support

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport.

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Most Effective Customer Churn Strategies in 2020 


For many CSMs, the list of ‘best things about working with clients’ probably doesn’t include dealing with churn. Most of us who love working in customer success do so because we love working with people and want to help customers see maximum value with the products they’ve invested in.

SaaS 56

Outsource Live Chat Operators


Live chat support is an excellent way to resolve customer issues quickly and efficiently. It tells your customers that you are responsive and that you care about their experience.

Set tasks and control the work of your employees


JivoChat keeps developing. We have added some new features, which help you to control your employees’ work, set tasks, and keep track of their progression. But — first things first. Task setting. We launched a new feature titled “Tasks”.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Video Contact Center- The New Big Thing and It’s Top Benefits


Video contact center software is certainly the next big thing in the world of contact centers. Businesses are already opting for this miraculous customer service software to witness a bumping improvement in their customer service success rate.

Keeping up With the Customer Service Needs of Today

CSM Magazine

Customer service is a constantly evolving area – almost daily, new customer trends and new ways of approaching customer relationships seem to emerge. Technology has increased the opportunities and avenues for customer interaction.

Alorica Releases New Platform To Optimize Performance With A Distributed Workforce


IRVINE, Calif. September 15, 2020 – Alorica Inc., a global leader in customer experiences, has launched Alorica Anywhere, an end-to-end platform focused on the unique requirements of servicing clients in a work-at-home (WAH) environment. Alorica’s work-at-home solution integrates its data-protected, omni-channel technology with its award-winning employee experience programs to power its globally. Source. Press Release

4 Tips to Help You Develop Your New Franchise

CSM Magazine

Most people think that as soon as you get a franchise, you will easily get rich and essentially print money. While there is a potential for a lot of money to be made, there is potential for you to lose everything if you are not careful.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Prioritizing Digital-First Transforms the Customer Journey


In the past decade, an enormous amount of communication channels have emerged. Most notably, many, if not most of these new communication channels have become digital, a key indicator of the powerful shift toward an interactive world where businesses must be able to operate and communicate with their customers in this realm.

My Next Webinar with Huawei - IoT for Social Good in Pandemic Times

Jon Arnold

This is busy time for webinars, with four on my plate over the next few weeks. This is the first one, and it’s got an interesting twist. I’m certainly following IoT, but this time around, the focus will be on innovation for social good.

The Current Landscape of AI-Powered CX


Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Brian Morin, Chief Marketing Officer at SmartAction, an industry leader in developing and deploying purpose-built, AI-powered virtual agents for customer service.

Your Open-Ended Survey Questions are Missing One Thing!


Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are you quantifying them and showing the actions you’re taking? My guess? You’re missing the one thing you need most.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

The Complete Guide to Automating Customer Service


With more services shifting to the digital world, customers’ patience and attention span have been shrinking more than ever. Customers today anticipate a top-notch service around an average product. There is an increasing demand for assistance with a click of a button.

The 1 Thing Your Open-Ended Survey Questions are Missing!


Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are you quantifying them and showing the actions you’re taking? My guess? You’re missing the one thing you need most.

SmartAction Executive Interview


Please provide a brief overview of SmartAction’s conversational AI. . At a 50,000 ft level, the best way to think of us is having all skills to mimic live agent behavior minus complex critical thinking skills or judgement that you can only get from a human. This means having the ability to engage conversations in natural language, the ability to understand full sentences, ability to read and record data much like a human and even sound like a human.

Manage Back Office IT Services Better by Outsourcing to A Specialist

Back Office Centers

A common business operation depends on its front-end and back office services. But oftentimes, the back office services do not get the attention that they so desperately deserve. It is the front office that directly deals with the customers and brings in new clients, which stays in the focus of company owners. In the past, companies used to operate like this without much problem because the leash of regulatory bodies was not too tight.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

VirtualPBX Discusses Its Visual Design Principles


At VirtualPBX, we do more than develop Business Phone Plans and sell VoIP phones. Our marketing team uses visual design principles to better connect with its audience.