Thu.Jan 09, 2020

Improving the Agent Experience

Contact Center Pipeline

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience.

The Power of Empowerment: Agents and CX

Upstream Works

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time.

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To respond, or not to respond, to that tweet

TELUS International

Customer Service Channels

A checklist for starting to measure customer experience


We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS

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!

How to Improve Your Customer Expansion Strategy


Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy.

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Younger Next Year by Crowley and Lodge (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Younger Next Year by Chris Crowley and Henry S. Lodge, M.D. We are starting off the year with a bit of a departure from our normal business books.

Providing World-Class Support with Front


“If you make your customers happy, your business can succeed! How will you know how they feel if you don’t get their feedback? “. Front is the inbox for teams that gives you access to the people, messages, and apps you need to get work done.

Improving Customer Experience with Behavior-Based Quality Programs

The Northridge Group

When Quality programs measure agent performance, it is tempting to create “check the box” procedures that are very uncompromising. The rationale is that this creates very clear expectations for the agents and allows them to make adjustments to their behavior that will improve the customer experience.

VirtualPBX Updates: Do Not Disturb and Dashboard Redesign


For all users of our User-Based and Minute-Based Business Phone Plans , you should see a few changes in your online dashboards, including a new Do Not Disturb setting and redesign of the VirtualPBX Dashboard.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

What is Customer Churn? Learn About Types & Effects of Churn

ProProfs Chat

An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business.

5 Reasons Agents Benefit from a Customer Experience Focused Platform


Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. These channels are still popular, but they can also be time-consuming for agents and customers.

Contact Centers Move to the Cloud in 2020


Advances in communication technology are forcing rapid change in the contact center.

An Incredible Journey: Amplifon’s Move to NICE inContact and the Cloud

NICE inContact

Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today.

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!

Skill transfer by Robert C. Davis and Associates: Contact center wisdom requires observation

Robert Davis

By Brad Baumunk , President and COO. This week, I’ve been posting about our highly effective skill transfer process for contact centers. We’ve covered the first three steps – Explain, Demonstrate, and Practice with Coaching. Today, I’ll talk briefly about Step 4 – Observe.

What’s Happening Now with Self-Service and AI? Four Must-Know Call Centre Strategies

NICE inContact

Rewind the clock for a moment to 20 years ago, when self-service first began in call centres. The approach was simple, and customers were bound by one of two options within the self-service IVRs — just press one for this and press two for that.

Intraday Agent Inspiration Techniques You Must Consider


According to Glassdoor, appreciation is the single most critical element for motivating customer service teams.

5 Reasons to Agents Benefit from a Customer Experience Focused Platform


Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. These channels are still popular, but they can also be time-consuming for agents and customers. More channels are being added like messaging through SMS /MMS, Rich Communication Services and website chat. Along with messaging, support in apps is becoming a standard. Native app support reduces friction by allowing important customer information to be shared with agents automatically.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Ready for 2020? Put training at the top of your new year priorities.


The widespread availability of a diverse range of healthcare information technologies is staggering and awesome.

AI Can Take Your Customer Complaints Management To The Next Level – Here’s How!

Wowdesk Blog

Gone are the days when the workforce was taken as an indicator of your company’s growth – more the number of employees means more the profits and vice versa. Thanks to the advent of AI for taking over this outdated narrative.

5 Essential Customer Data-protection Tips for Your Business

Working Solutions

In a story that made international headlines in 2018, British Airways was targeted by hackers who seized the private data of about 500,000 customers. So serious was this security breach that the UK government levied a fine of more than $200,000 on the airline.

Strategies for Boosting Outbound Sales in Your Call Center


Are you looking for ways to increase your outbound sales numbers but don’t want to skim through yet another list of common-sense approaches? Maybe it’s time to take a few tips from the industry experts.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Calabrio – one brand, one future for CX Intelligence


As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

6 New Years Goals For Contact Centers


We are all accustomed to the phrase “New Year, New You” With the celebrations completed and the holidays wrapping up, it’s always good to set goals for yourself in the new year.

The Long View on Contact Centers – 2020 and Beyond


The death of the Contact Center has been greatly exaggerated. The industry continues to thrive with a growing workforce that increasingly plays a central role in supporting organisations to meet evolving customer needs. If you work in the contact center segment, you’ve doubtless read more than a few 2020 predictions for the industry. We’re taking [ ] The post The Long View on Contact Centers – 2020 and Beyond appeared first on Poly Blog.

What are the Five C’s of Employee-Centric Company Culture?

Etech GS

In today’s competitive recruiting environment, the significance of an engaged and active company culture can’t be overstated. The statistics reveal that 94% of executives and 88% of employees believe a distinct workplace culture is crucial to organizational success.

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!

Understanding the Buying Experience Improves the Sales Process


Sales organizations strive to increase the velocity, volume and frequency of sales, and in many cases, this effort concentrates on … Continue reading "Understanding the Buying Experience Improves the Sales Process".

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2020 Collaboration Preview - Our BCStrategies Podcast

Jon Arnold

Last week, I posted about our BCStrategies 2019 in-review podcast for the collaboration space, and we’ve followed that up now with our 2020 outlook. As always, there’s no shortage of perspectives, and we had 13 analysts and consultants share their views on what the year ahead holds.

Hindsight May Be 20/20 But CX Needs a 20/20 Vision

Creative Virtual

By Mandy Reed, Global Head of Marketing. They say hindsight is 20/20, but companies can’t afford to rely solely on hindsight when it comes to their customer experience (CX). They should, of course, learn from past successes and failures and pay attention to the feedback from both customers and employees. However, that’s not enough to attract new business and build a loyal customer base. Companies also need to have a 20/20 CX vision.