March, 2020

The ROI of Contact Center Benchmarking

Transparent BPO

“If you can’t measure it, you can’t improve it.”

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

ShepHyken

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

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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.

First Call Resolution Ideas

Callminer

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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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.

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

ProProfs Blog

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.

How to create a customer insight strategy

Lumoa

A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS

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The Catalogue of Customer Experience Metrics

GetFeedback

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

5 Tips to Manage Remote Customer Support Agents

UJET

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How Contact Centers Can Respond During a Global Crisis

Fonolo

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.

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.

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 Amazon.com and affiliated sites. It's probably the number one question I get in presentations.

3 Tips for Boosting Customer Retention

inSided

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

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Preparing the contact center for the unknown during a crisis

Tethr

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.

The Impact of AI (Artificial Intelligence) in Customer Service

Ansafone

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.

Becoming a Remote Worker: Four Key Lessons

ConvergeOne

Historically, I’ve worked in an office setting where I grew familiar interacting with people and co-workers face-to-face.

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

7 Ways to Deliver Awesome Customer Service

C3Centricity

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.

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.

Four Lessons From The Cult Of The Customer

ShepHyken

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.

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.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

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?

Covid-19 Mask Sewing Kits

Myra Golden Media

Are you interested in making and donating masks for Covid-19? Here are some resources to get you started. link]. link]. Customer Experience Design

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day.

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.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.