May, 2020

Four Contact Center QM Practices That Stand the Test of a Global Pandemic

Serenova

As we continue to push through each unpredictable turn in the age of COVID-19, we remind ourselves, “We’re all in this together.” But these are times of high anxiety, big emotional swings and coping strategies we can’t always count on. Yes, we’re all in this together. And we’re all only human.

Call Center vs. Contact Center: What’s the Difference?

Callminer

Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once.

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The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

Contact Center Pipeline

Virtually every contact center understands the unique challenges its employees face: Agents often struggle with low pay, high stress, few chances for advancement, not enough training and poor leadership.

How Businesses Can Put Their Customers at Ease During Covid-19

Steve DiGioia

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease.

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!

Why This is a Great Time to Change Your Customer Habits

Beyond Philosophy

The world is somewhat depressing at the moment, but every cloud has a silver lining. On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers.

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4 Ways to Improve Contact Center Operational Efficiency

Fonolo

Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers.

AI can revolutionize CX. Here’s how.

Tethr

Harnessing AI-empowered strategies to improve CX is about knowing what works for your business to help you do more and become more for your customers. When you use the power of AI for enhancing customer experience, you are building stronger customer relationships.

Why Technology Won’t Help You Understand Your Customers

C3Centricity

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. .

Selling Through Your Customer

Integrity Solutions

The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. By Derek Roberts. If you are in sales, you know that feeling of satisfaction (or even elation) you get from closing a sale.

Sales 95

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Four ways to create an effortless customer service experience

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites.

How Can Surveys Be Helpful in Improving Your Customer Experience

ProProfs Blog

No matter what size a business you are, your customers will be essential to you. It doesn’t matter even if you only have a handful. . You do your best not to be pushy with your customers while selling your products/services. You try to engage with them periodically.

How to Train Remote Agents

UJET

Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience.

The Value of Strong Customer Relationships

Satrix Solutions

Around the world, folks are beginning to emerge from isolation protections. Many are trying to do all they can to make successful business decisions in an unknown and complicated environment. People are anxious. They feel disconnected. And businesses are facing tough decisions.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

5 Reasons Why Customer Service Reporting is Important

Provide Support

The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog. Articles Best Practice Tips and Tricks customer experience customer service customer service reporting

How Crucial Is Showing ROI of Customer Experience Initiatives?

Cyara

There’s no doubt about it… Customer Experience (CX) is a differentiator that will bring you to the front of the line, ahead of your competition. customer experience industry CX research customer service contact center cx call center cx metrics cx assurance ROI

5 Factors of Omnichannel Contact Center Success in the New Normal

Upstream Works

Every contact center has a universal goal: to provide exceptional customer service. But doing so isn’t always that simple. It requires a holistic customer experience (CX) strategy, a responsive data strategy and the flexibility to adapt to a changing world.

The importance of staying connected with customers during a crisis

TELUS International

CX Best Practices

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 are Responding to the COVID-19 Crisis

Transparent BPO

“While we’re not back to ‘business as usual,’ we are starting to see business reopen and adapt to a new normal,” said customer service expert Shep Hyken.

How to Build Brand Loyalty by Improving the Customer Experience

ProProfs Blog

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. It’s about the next time, every time. – Shep Hyken.

We’ll Be Stronger When This Is Over

ShepHyken

I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts.

Employee Experience Tips, Resources & More

Callminer

At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

We just joined Instagram. Will you follow us?

Myra Golden Media

We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Instagram.com/myragoldenseminars. Customer Experience Design

4 Measures to Implement Social Distancing for On-Site Contact Center & Customer Service Agents

Contact Center Pipeline

Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations.

Valuable Lessons to Takeaway From This Common Poor Practice

Beyond Philosophy

Do you love your cable company? . If you do, you are in the minority. People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do.

WORKING WITH VMI

Victor Midgley

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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.

The Peace of Mind Call

ShepHyken

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Callminer

Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software.

Simple Guidance For Work From Home Call Control Skills

Myra Golden Media

The average business call lasts two minutes longer than it should. One of the top reasons calls get beyond employees’ control is they struggle to get a rambling or upset customer to cut to the point at the beginning of the conversation.