Sat.Jul 27, 2019 - Fri.Aug 02, 2019

Call Center Training Best Practices

Avoxi

Call center agent training is one of the most researched topics when it comes to customer experience. However, managers still have huge problems identifying the best call center agent training techniques for their teams.

The Customer-Free Zone

ShepHyken

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12 Canned Response Examples to Save Yourself Lots of Time

HelpCrunch

Use these 12 omni-purpose examples of customer support canned responses and see how much time you'll save yourself. The post 12 Canned Response Examples to Save Yourself Lots of Time appeared first on HelpCrunch blog. Customer service Live Chat

The Critical Skills that All Customer-Facing Teams Must Have

Beyond Philosophy

When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy.

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!

Continuum Global Services: Launching A New Contact Center Industry Brand

Contact Center Pipeline

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.

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3 Things I Know For Sure Motivate Customer Service Employees

Myra Golden Media

We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not.

The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing.

Top 5 Posts in July

Contact Center Pipeline

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some of the insightful content published on the Pipeline blog, the following is a list of the five most popular posts in July.

Guest Blog: The Importance of First Impressions in Customer Service

ShepHyken

This week we feature an article by Ujebardha Bekolli who writes about the importance of the first impression. Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. The importance of first impressions.

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!

Enhance Your De-escalation Skills During Your Lunch Break!

Myra Golden Media

How to Handle Difficult Customers (with a focus on de-escalation). Training Length: 30 minutes, with knowledge checks. Thanks to the Internet and social media, customers are savvier now than ever before.

The Significance of Office Politics on CX—and Your Career

Beyond Philosophy

I used to work in corporate life. I managed to get up to a senior position. When people asked what I did, I used to say, “I play chess.”. I was joking, of course. The truth is I spent my day on company politics. My guess is a lot of you do, too.

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NEW Ways to Supercharge Contact Center FCR and AHT Performance

Call Center Coach

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic.

Amazing Business Radio: Josh Ginsberg

ShepHyken

Crisis Management in the Customer Experience. How to Take Care of Your Customers When Things Go Wrong. Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers.

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.

How Merely Asking Yourself, “What Else?” Will Transform Your Customer Experience

Myra Golden Media

My daughter and I were exploring supplements at Whole Foods on Saturday. I’d grabbed Matcha powder, MCT oil, and ground flaxseed.

Contact Center Pipeline Magazine: Inside Our August 2019 Issue

Contact Center Pipeline

It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center Pipeline is on it!! If not, now is a great time to sign up. We would love to go to the pool […].

How Computer Vision Applications are Changing the World

TechSee

Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.”

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows.

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.

Customer Experience vs Customer Success: What’s the Difference?

Totango

Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your luggage, passing through security, and boarding the plane?

7 Measurable Customer Service KPIs to Evaluate Your Team

HelpCrunch

By applying proper customer service KPIs, you can always be sure you're on the right track. So, which ones are the right? The post 7 Measurable Customer Service KPIs to Evaluate Your Team appeared first on HelpCrunch blog. Customer service

What names are you searching for on NameShouts?

NameShouts

How do you pronounce the most searched name on our platform? Not to brag, but we pronounce a lot of names on NameShouts. A looooot of names. And we’re not about to Marie Kondo our database either. Every name sparks joy. Every name is important.

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The Show Must Go On! Elevating Customer Experience with Conversational AI

NICE inContact

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. We’d just shuffled into the theatre, when I realized that my ATM card was missing.

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.

5 Ways to Boost Marketing and Sales with Live Chat

Kayako

The past few years have seen live chat completely change the way online businesses carry out marketing and sales.

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Understanding the Different Types of Customer Engagement

Totango

The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out.

Making real-time reporting and data sharing a reality

Nuance

Growing shifts in mobilization mean business is moving faster than ever today. Technology not only enables us to work with increased efficiency and speed but also more productively.

SYKES and Cigna collaborate to propel Cigna’s integrated service capabilities through innovative, multichannel customer engagement platform

Sykes

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Boost Revenue in 8 Easy Steps

NICE inContact

What can you do when revenue targets keep increasing but your budget stays the same? It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions.

CSM from the Trenches: Mentors – Ashley Correll, Chief Operating Officer, Beyond Insurance

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

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How To Reduce Call Center Turnover

Avoxi

Employee turnover is a problem, and not many people take the steps to help lower it. Call center agent turnover rates are off the charts compared to other industries, but what can be done to fix it?