Mon.Nov 05, 2018

Crying in a Contact Center Cubicle: A Look at Emotions in the Workplace

Customer Service Life

I’m not crying, you’re crying (at work). Photo cred: Ban.do. Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer.

TCPA Compliancy: Predators and Fines on the Rise (What You Need to Know to Not Fall Victim)

Contact Center Pipeline

When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones. This law was passed by Congress to regulate the use of auto-dialers and prerecorded messages. Fast-forward to 2018 where the CDC reported that 50.8%

Your 2019 Guide to Moving Your Call Center to the Cloud

Aspect

Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud?

5 Top Customer Service Articles for the Week of November 5, 2018

ShepHyken

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.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

8 Essential Features for your Contact Center LMS

Customer Service Life

This article was originally published on the FCR blog on October 8, 2018. Click here to read the original post and to see a video discussing this content. When you picture customer service training, what key elements come to mind?

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How to Use Your Customer Journey Map to Increase Business Productivity

GetFeedback

If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The Harvard Business Review did some digging and found that analyzing the productivity of departments and individuals is not a reliable measure for the productivity of an entire organization. The article notes that although individual teams perform well overall, there is often a lot of redundancy across departments.

How to Increase Sales During the Holidays

Call Center Pros

We just left Halloween behind and Thanksgiving and the Christmas holidays are just around the corner. It is no secret to anyone that this is the busiest season of the year for most businesses.

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Compliance Recording AND Quality Monitoring?

OrecX

Today’s contact center is a complex organization with a number of moving parts, all designed to help customers and sell prospects.

4 Reasons Customers Want to Speak to Your Brand

VocalCom

Customers have so many ways to engage with brands these days. But which channels really serve them best? The answer depends on many factors, from a customer’s profile to his immediate needs. While you might think that digital channels are ideal for providing faster service, there’s good reason to believe that the traditional voice channel is as vital as ever.

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.

RapportBoost to Showcase New Chat Sales Boosting Platform at ICMI

RapportBoost

RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. 12-14.

Sales 52

Hire Smart and Cut Attrition Costs

SharpenCX

Contact centers have struggled to retain agents for years. This directly impacts the centers’ ability to provide the high-quality customer service that people expect. It also impacts a contact center manager’s ability to develop agents. According to the Mercer’s 2016. Read More.

Video: Turning Your Contact Center Into A Profit Center

RapportBoost

We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. The full transcript is below, as well as the archived recording. Take a listen! We welcome your feedback. .

Take Your Website to the Next Level with Conversational UX

iCiDIGITAL

What is Conversational UX? Conversation is a structured method of requesting, exchanging, and expanding on information. It is one of the primary ways that humans have evolved to learn about each other and the world around us. Conversational UX is a way of thinking about and designing the interactions between humans and the technology that tries to mimic it. One common example of a Conversational User Interface (UI) are chatbots on websites that help you find answers in an automated way.

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.

Next Stop - San Francisco and Talkdesk

Jon Arnold

That’s my destination tomorrow, and am looking forward to attending Talkdesk’s Opentalk18 conference. Will be a first-timer for me to meet the company, and I’ll provide updates as time allows. More details here , and for social, the hashtag is #Opentalk18. Time to buckle up!