March, 2020

The ROI of Contact Center Benchmarking

Transparent BPO

“If you can’t measure it, you can’t improve it.” ” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry.

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience


This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x higher customer satisfaction rates” – Forrester. Coming from the house of the most credible platform ( Forrester ), this quote has truth in every word!

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Emerging Trends Revealed in Unique CX Research

Beyond Philosophy

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.

First Call Resolution Ideas


Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part.

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!

Use Agent Voice DNA to Improve Contact Center Hiring Results

Contact Center Pipeline

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business. Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their […].

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How to Focus on Customer Service to Grow Your Business in 2020

ProProfs Chat

It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric. There are many reasons to believe that customer service has a direct impact on the bottom line, especially as we move into a more “buyer-centric” economy. In fact, customers who are engaged with a brand represent a 23% premium in share of profitability, revenue, and relationship growth.

How To Create a Customer Insight Strategy



The Catalogue of Customer Experience Metrics


The most popular CX metrics catalogued by purpose and best use case. Guides

5 Tips to Manage Remote Customer Support Agents


A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.

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!

How Contact Centers Can Respond During a Global Crisis


We are living in a strange time. Almost every aspect of our lives has changed since Spanish Flu decimated the world’s population 100 years ago, but it’s at times such as these that humans typically revert to the same patterns. We’re already seeing some of that base behaviour in the supermarkets, as panic drives people into the lizard part of their brains, making poor decisions that ultimately make things worse for everyone. Yes, TP hoarders, I’m looking at you.

4 Essential Questions to Answer for a Successful Cloud Move

Monet Software

So you’re thinking of moving to the cloud for your customer engagement solutions. According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021. In other words, you know that your peers and competitors are moving to cloud to improve the customer experience (CX) and lower costs. If you’re ready to begin innovation in the cloud, what should you consider first?

Jeanne Bliss: How to Get Your CEO to Care About Customer Experience

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to and affiliated sites. It's probably the number one question I get in presentations. Someone will invariably ask, "How do I get my CEO to care about customer experience?" The person will go on to explain their CEO, or other executives, just care about the numbers.

3 Tips for Boosting Customer Retention


Just how valuable is it to keep customers invested in your brand? We're exploring the answer to this question and some tips on improving retention in today's blog. Customer Success

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.

Preparing the contact center for the unknown during a crisis


There’s no getting around it, COVID-19 has already seriously impacted businesses and people alike. In the coming weeks (probably months) organizations must continue to adjust in order to maintain business operations. Businesses who weren’t previously prepared have been rapidly forced to come up with continuity plans. Just as natural disasters can affect every part of a company and its staff, it is now apparent that international viruses can be equally damaging—if not, more so. .

The Impact of AI (Artificial Intelligence) in Customer Service


Technology is ever-evolving and a part of modern life.We, too, must evolve with it. No matter where you go today, AI ( artificial intelligence) is involved in our lives. From in-home devices such as Alexa and Cortona to smart refrigerators, there are marks of artificial intelligence everywhere.

Customer Service Skills That Will Make You a Better Project Manager

CSM Magazine

At first sight, it might not seem like project management has a lot to do with customer service. Being a project manager sounds more like a methodical job, where you coordinate lots of tiny moving pieces, manage tasks, research, fill in spreadsheets, strategize and write progress reports. When thinking of a PM, we picture someone sitting behind a desk, elbows deep in paperwork, not someone working in the dynamic and interactive environment of customer service.

Becoming a Remote Worker: Four Key Lessons


Historically, I’ve worked in an office setting where I grew familiar interacting with people and co-workers face-to-face. Having spent the bulk of my adult life working in offices and among other people, I grew accustomed to the luxury of dropping in on co-workers, chatting at the coffee machine, and walking down the hall to ask a co-worker a quick question.


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!

7 Ways to Deliver Awesome Customer Service


How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud. It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. I can’t understand why any organisation would still have trouble offering superior customer service when there are so many great examples they merely have to copy.

23 Service Improvement Tactics That Work (Number 4 Is My Favorite)

Steve DiGioia

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away. Today’s post will give you 23 service improvement tactics that work. But first, let’s reevaluate your policies and procedures.

Four Lessons From The Cult Of The Customer


It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! I want to share some quotes from the book to get you thinking about how to amaze your customers. But remember, amazement isn’t an over-the-top experience.

How will COVID-19 change customer behavior and habits?

Beyond Philosophy

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran. The world and the market had changed!

The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. While organizations often launch communities with one or two key leaders and project managers, this approach rarely scales past the first few months. In a best-case scenario, it can create overwhelm for teams that scramble to keep up with relationship-nurturing, measuring their value, and creating valuable content. In a worst-case scenario, it leaves teams stretched thin and unable to create a thriving community. Community is similar to any other department in that it demands a full-time team and a knowledgeable, present community manager. In order for your community to truly thrive, you need to ensure that it's equipped with the resources necessary to succeed.

Are Microskills the Key to Surviving the Bots?

Contact Center Pipeline

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center? Don’t worry about the […]. Agent Development agent development agent experience call center contact center microskills performance tools training upskilling workforce development

Fraud Spreads as Does the Coronavirus: Steps to Take


As more of the US workforce is being divided into essential and nonessential roles and businesses are transitioning to work-from-home positions, employers and employees alike have another rapidly growing problem to monitor – fraud. In response to the Coronavirus pandemic, fraudsters are taking advantage of the fear that has already been shown to induce panic-driven buying. So of course, selling vaccines and medical kits with masks “proven” to prevent catching COVID-19 would sellout quickly.

The COVID-19 field service challenge: ensuring business continuity with remote support


Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. These are lifelines for millions of people and in field service, COVID-19 represents a unique challenge. With so many people currently at home – whether on a voluntary or mandatory basis – customers are likely to experience more issues than usual and need far more support.

Keep Moving Forward Through These Difficult Times

Steve DiGioia

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do.

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.

The Employee Experience Starts with the Hiring Process


Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.

Bad Customer Service Rarely Results in Profitability

Beyond Philosophy

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad? Because it’s Profitable.”

Top 5 Posts in March

Contact Center Pipeline

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools for delivering an exceptional customer experience. We’ve now entered the strange new reality of the COVID-19 era. Our Top 5 most-read posts for March reflect the staffing challenges that contact centers […]. Crisis Management call center contact center COVID-19 crisis management remote work staffing work-at-home