Mon.Jul 08, 2019

How Technology Can Improve Customer Satisfaction in Restaurants

CSM Magazine

If you work in the restaurant industry you know that there’s one thing that matters above all else – customer satisfaction. Of course the food matters, but this should never slip, and is also a sure-fire way to guarantee good customer satisfaction.

Hiring for Culture: There Should Be No Surprises on Day One

Customer Service Life

Image by Robin Higgins from Pixabay. This article was originally published on the ICMI blog on May 13, 2019. Click here to read the original. Picture Adam Sandler in The Wedding Singer when his ex-fiancee explained why she left him at the altar the day after their wedding.

The State of AI in the Contact Center 2019


New research from Vanson Bourne shows that almost all (99%) of organizations are using some form of artificial intelligence (AI) in the contact center. That’s great, but just how far along are they in their implementation, and how much further do they have to go?

5 Top Customer Service Articles for the Week of July 8, 2019


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. This Bizarre Support Chat Will Make You Laugh. Or Cry.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How to Hire Right in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The first step in the contact center agent journey comes with the hiring process. During the past few decades in the industry I’ve come to rely on learning from some of the top industry experts to help guide my thinking and idea creation.

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The Lost Art of Listening

CX Accelerator

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. In many cases, the actual words selected do very little to communicate the speaker's intended message. We must reach below the surface to capture the truth. So much to consider when listening to what someone is saying.

50 Best Customer Service Articles of the Decade [2019 Update]


To serve today’s customers, we must think beyond automated sales emails or chatbots. Ask yourself if you’d like to be pitched to immediately after you’ve downloaded an ebook or white paper. We’re guessing, no. So, what’s changed in customer loyalty programs?

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Call Quality Assurance Guide [2019] Best Practices, Tips, and Scorecard


Request Demo Talk to an Expert Contact Us In this article, we provide you with the knowledge you need to make your call center efficient and effective through call quality assurance.

4 Steps to Take Before Jumping into Your Next Contact Center Solution

Aria Solutions

Throughout our 22 years of experience, Aria’s developed a methodology that we use to help our clients achieve unified customer engagement centers. In our last blog, I discussed common contact center challenges and shared how four organizations overcame them.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Social Media and Customer Experience

Andrew Mcfarland

15 years ago (a lifetime in business) there was some debate and even fear surrounding social media and its place in the customer experience. Now social media is an accepted norm (ho hum) and companies must establish repeatable ways to. Influential Factors - Helpful Customer Service Social Media

How Does Coaching Help Global Businesses Keep Teams Aligned


Global businesses may employ hundreds, even thousands, of people. Maintaining fluid operations and stable working routines across multiple countries is a challenge for even the biggest brands with access to the most cutting-edge facilities and resources.

To Recruit The Right Talent Think Like a Baseball Scout

CSM Magazine

This fourth of July, I enjoyed a game at our regional Single-A affiliate stadium, with sun, beer, brats, and great baseball. We also had the pleasure of sitting next to 2 scouts, who were clocking pitches, detailing the stats and performance of every player on the field.

Zero-effort is hard work!


Zero-effort authentication in customer engagement means creating a balancing act between security and convenience. That’s why voice biometrics has become the golden goose for companies looking at authentication solutions providers.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How To Build a Voicemail with ASP.NET Core and NancyFX


Have you ever wondered if Meg Ryan would rather listen to Tom Hanks voice instead of simply reading messages?

Small Business Spotlight: NoHo Cafe


The North Hollywood neighborhood, known as NoHo to the locals, is home to a mix of everything. There are young adults who have just finished college and are moving out for the first time, actors and comedians from the nearby arts school, doctors with their own practices, and local shoppers.

How To Build a Voicemail with ASP.NET Core and NancyFX


Have you ever wondered if Meg Ryan would rather listen to Tom Hanks voice instead of simply reading messages?

How to Find Customer Pain Points


Customer pain points are obstacles to your company’s success. Throughout the customer journey, there will be times when your service fails to meet expectations. The sooner you discover them and address the problem, the sooner you can deliver great experiences that your customers will love.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The BPO sector is critical to increasing youth employment


The Department of Trade and Industry continues to acknowledge the importance of the business process outsourcing (BPO) sector in creating jobs, stimulating foreign direct investment in the sector and has recently announced a revised Global Business Services incentive for the sector. The post The BPO sector is critical to increasing youth employment appeared first on Business Process Outsourcing Services | Merchants. Articles



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