Call Center Weekly

OCTOBER 20, 2017

By Jessica Menapace Care Personally It is important for me to be sure that my employees know that I care about them personally. When employees feel and know that they are not just a number, or a body in seat doing a job, it creates a feeling of worth. When you genuinely care about them inside and outside of work, you will gain commitment, and not just compliance of the processes you are putting in place.

Coaching 120

Coaching Sales Call Center Feedback 120

Ansafone

OCTOBER 20, 2017

Are You Measuring these Top Contact Center KPI’s? For call center managers, metrics monitoring is all in a day’s work, from first call resolution to average handle time, agent absenteeism and much more. With all of the key performance indicators (KPI’s) to choose from, however, it can be difficult to know which are the most important and where to begin.

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Interactive Voice Response First call resolution Average Handle Time Contact Center 91

Customer Service Life

OCTOBER 20, 2017

Photo Credit: Nevit Dilmen via CC License. This article was originally published on CustomerThink on September 14,2017 as my regular Advisor column. Click here to read the original. As a contact center leader, I’ve tried it all when it comes to motivating agents. I’ve done gift cards, bagels, pizza parties, games, leaderboards, and trophies all in an effort to get my team to go above and beyond in their work.

Gamification 68

Gamification Upselling Contact Center Metrics 68

Provide Support

OCTOBER 20, 2017

Social Media Customer Support Secrets. It is no longer a secret that social media channels are used for assisting customers on a daily basis. Customers tend to ask questions and resolve their issues publicly. In fact, 90% of consumers surveyed by Social Sprout have used social media in some way to communicate with a brand. Over a third (34.5 %) said they preferred social media to traditional channels like phone and email.

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Customer Support Surveys 64

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Nexmo

OCTOBER 20, 2017

For years, making and receiving phone calls in your code was tough to do (and usually involved writing some Java and plugging an old phone in to your laptop to serve as a gateway!). Fortunately, it’s not nearly as hard today thanks to services such as Nexmo. Voice calls are a great communication method as […]. The post Text-To-Speech Voice Calls with PHP appeared first on Nexmo.

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CafeX

OCTOBER 20, 2017

Customer service agents must be ready to operate in a multi-tasking, omnichannel ecosystem - often utilizing disparate applications - to serve the needs of customers who can be demanding, impatient, and technologically savvy. The complexity and pressures regularly heaped on agents is a strong impetus for changing the approach to agent training and coaching.

Customer Service 48

Customer Service Coaching Technology 48

Jon Arnold

OCTOBER 20, 2017

Busy week ahead, with back-to-back conferences. On Monday, and for a bit of Tuesday, I'll be at BroadSoft Connections in Phoenix. I've been to several of their conferences in the past, but not recently, and am really looking forward to getting back. BroadSoft has really hit critical mass now, and I'm certain 2018 will be the year they decide whether to keep building on their momentum, or take an exit.

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Clarabridge

OCTOBER 20, 2017

The Clarabridge solution for Consumer Goods helps you to listen and understand feedback across consumer interaction points, so you can identify unmet needs or aspirations to drive product innovation, increased retail sales, reduced operational costs, an improved consumer experience, and ultimately a competitive advantage. What does this mean for you, a Consumer Goods company?

Benchmark 40

Benchmark Advertising Feedback Sales 40

EPIC Connections

OCTOBER 20, 2017

EPIC Connections, a global customer engagement and contact center consulting company, announced today that it received the Collaboration Award from NICE inContact, a leading provider of both cloud and on-premise enterprise software solutions. The shared award was presented to both EPIC Connections and SmartAction recognizing a collaborative effort to serve inContact customers and share their omnichannel insight.

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Contact Center Virtual Agent Self service Enterprise 38

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Chip Bell

OCTOBER 20, 2017

I am excited to introduce a guest post written by Scott Mautz, the author of Find Your Fire: Ignite Your Inspiration – and Make Work Exciting Again. Enjoy! – Chip. When my daughter was younger and we headed to the playground together, my first thought didn’t go to the lack of risk found there. In fact, taking her to the playground felt like enough risk by itself.

Coaching 40

Coaching Management Personalization 40

LiveChat

OCTOBER 20, 2017

Some time ago, our support team and I were sitting and talking in our office, discussing how to better support our customers. The idea of adding live chat to our website popped out. We thought that adding chat to our website might turn into a better product support and would add a few more signups. But to be honest, at the time, I pretty much disliked the idea.

Scripts 52

Scripts Personalization Sales Time management 52

ShepHyken

OCTOBER 20, 2017

This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. AI has come a long way in recognizing the content – and context – of customers’ requests and questions. – Shep Hyken. Enterprise-grade assistive AI initiatives are already in evidence across various industries.

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Enterprise Engineering APIs contact center solutions 217