Sat.Nov 16, 2019 - Fri.Nov 22, 2019

The State of the Onshore USA Call Center


The US economy is experiencing a record-long expansion with unemployment at the lowest point in 50 years. For most businesses, a growing economy translates into greater prosperity. Consumer spending increases, the stock market and GDP rise, consumer sentiment is strong… all of which usually leads to an increase in the consumption of goods and services, higher profits and more innovation. Thought Leadership

Make Contact Center Technology a Strategic Tool

Contact Center Pipeline

I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be absolutely transformative. But achieving that end result all boils down to the fundamentals of defining, planning, selecting, implementing and supporting technology. Strategy and Planning Strategy is the starting point, defining the […].

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Client vs Customer: Key Differences and When To Use Which


Since you’re here, I bet you’re wondering what is the answer to client vs customer dispute… Is there a real difference between client and customer?? Well, let me first tell you that I’ve been there. For many years, I was neutral in a client vs customer fight. I thought both words have the same meaning, and so I can use them as synonyms. As it turns out, that’s not a thing!

8 Surefire Ways to Reduce Your Answering Service Bill in 2020

Ambs Call Center

Like most, you know about the great benefits of using a telephone answering service. What you might not know are the secrets to getting the best service possible at the lowest cost. Here are eight tips to reduce your answering service bill. How Answering Services Work

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!

How a CX Maturity Model can transform your experience


Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019. Author: Arnaud Dufournet - Chief Marketing Officer Focusing on customer experience delivers clear benefits in terms of increased engagement, higher brand reputation and most of all increased revenues.

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What questions should you ask on a customer survey?

Toister Performance Solutions

Customer service surveys are too long. Some have 10, 20, or even 30 questions. I've seen one with over 100. It takes customers a long time to answer that many questions. This causes a few problems: Customers get annoyed. Many people abandon the survey. You get a lot of data that isn't useful. There is a solution. I'm going to show you an easy way to dramatically shorten your customer service survey. These shorter surveys will be easier for customers to complete, and far less annoying.

7 Effective Ways to Collect Customer Feedback through Social Media


These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. .

The 3 Tactics of Successful B2B Customer Support Phone Calls

Team Support

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. Phone calls are a vital component of any B2B customer support strategy, as it’s often the fastest way to resolve problems.

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Guest Blog: The Hidden Workings of Top Customer Support Teams


What Are They Doing That Your Business Is Not? This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones.

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.

How Would You Rate Your Company’s Client Experience? 3 Tips For Success  


Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement your product solutions for your clients. A positive client experience is crucial for long-term (and even short-term) success. In simple terms, the client experience is the interaction a person has with an organization and/or their product or service. . While this is what it boils down to, the client experience is far more than that.

How to Define Your CX Strategy and Link it to Execution


Define Your Customer Experience Strategy and Link to Execution. Customer Experience customer experience strategy cx implementation CX leaders customer experience analytics customer experience tracking measure customer experience Business Strategy Experience Strategy Customer expectation Business Success

Using Customer Satisfaction Metrics: NPS Best Practices


There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you.

Customer Support Trends and Predictions for 2020


2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice. Over the years, we’ve seen voice lose ground yet still remain the primary support channel for customers in certain sectors.

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!

Speaking your language in customer service

TELUS International


How One CEO Made His Contact Center a Home


It’s a familiar scenario. outbound sales Contact Center Culture Work-life balance Remote Sales

The end of post-call surveys?


Post-call surveys are an industry standard when it comes to assessing customer experience. But if you are a CX leader looking to understand the level of effort customers are encountering, then relying on these sorts of surveys is the wrong path forward. Your customers have already provided all the insights you could possibly need during the actual conversations that preceded the surveys themselves–conversations that you have already spent money to capture and record.

Why Digital Transformation is Key to Growth


Why Digital Transformation is Key to Growth You’ve probably heard the term so many times that you dismiss it as a buzzword. There’s a good reason for that; it’s been overused and its definition varies and continuously evolves. Ask ten people what a digital transformation is and how to achieve one and you’ll get 10. The post Why Digital Transformation is Key to Growth appeared first on Livevox. Digital Transformation


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.

How to Resolve 5 Common Customer Service Problems

CSM Magazine

When you own a business, fostering excellent customer service can be a challenge. Pleasing everyone who uses your products or services can be nearly impossible, even for those companies that rank high in this area. However, no matter the size or nature of your company, there is always room for improvement and education, and learning from these common customer service issues may help you understand how to handle them if they arise. Inflexibility.

Calming Your Caller - Tips for Defusing Your Situation


When you stop to think about the job of a call center agent in an inbound contact center, it’s really no wonder so many people consider it a stressful task. Talking to complete strangers on the phone, one after another for hours, day after day is enough to make many people anxious. Add in the element of not knowing how those people will be feeling when they call and knowing that they are likely to have questions, concerns, or complaints makes it even more nerve-wracking.

A Dramatic Change Doesn’t Have to Be a Traumatic Change


The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama , it takes on an entirely different meaning—one that’s negative. Merriam-Webster’s definition for how the word is used in this context is that it is “a state, situation, or series of events involving interesting or intense conflict of forces.”.

How to Market Yourself

Beyond Philosophy

Marketing Yourself. We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. However, brand management is an essential part of your job search, as well. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Moreover, it has taught you all you need to know about improving your experience as a person.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

VOE Definition: What is a Verification of Employment (VOE)?


Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. Although there are many honest applicants to positions and potential commitments, there are, unfortunately, some applicants who are less than trustworthy. The information many people provide on their resumes has become more and more inaccurate as competition for jobs, loans, and other opportunities grows.

True Confessions: The Trials, Tribulations, Agony, Ecstasy and Irony of 20 Years as an Independent Analyst

Contact Center Pipeline

Every November since I began writing this column in Contact Center Pipeline in 2011, I’ve written about veterans and veterans’ issues in the customer service profession. As a veteran myself, and a veterans’ advocate, it was something I wanted to do. But for this November issue, I’m doing something different. This column is going to […]. Technology call center analyst call center history contact center analyst contact center market intelligence

5 Top Customer Service Articles for the Week of November 18, 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. Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. MediaPost) Consumers and brands are on a collision course over what makes a good customer experience. My Comment: Are you ready for a reality check?

What is Really Happening on Black Friday?

Beyond Philosophy

What is Really Happening on Black Friday? It’s that time of year again: Black Friday sales are next week. A US tradition, Black Friday was named for the idea that it is the day retailers finally move out of the red for the year and into the black of profits. It is also the official kickoff of the holiday shopping season. However, what is really going on here?

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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!

5 Brand Websites Doing Customer Service Right


Zappos. Apple. Wistia. Netflix. Whatever your business or its size, the first place your customers go when seeking help is your website. And if they can’t find the information they need there, you’re going to lose them. You don’t have to be reachable by phone 24/7, but you do have to give your customers a way to solve their problems or get in touch when they can’t help themselves.

Consumers Demand More Data Privacy Protections—California Responds

Contact Center Pipeline

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau, the second-biggest category of consumer complaints in 2017 was fraud and identity theft. Reported consumer losses exceeded $900 million with a median of $420 per claim. Some of the most notable […].

Cart abandonment: What to do when customers 'ghost' you

TELUS International

CX Best Practices