Sat.Feb 22, 2020 - Fri.Feb 28, 2020

How to Connect with People through a Voice-Only Conversation

NobelBiz

One of the most important aspects of any business is to know how to connect with people, and giving today’s technology, how to humanize digital interactions. Behind every business, there are people. And behind every person, there's a need to connect.

What to Expect When Working with a Call Center Outsourcer

CustomerServ

The business world is evolving at an unprecedented rate. Maintaining a competitive advantage in times of rapid change and transformation requires companies to stay razor-focused on their core competencies and the ability to innovate and flex with market demands. Industry Insights

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5 Ways to Manage Incoming Emails

Inbenta

Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!).

9 Call Center Environment Best Practices

Callminer

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance.

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!

Getting Over the “I Want It Now” Mindset

Beyond Philosophy

The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!),

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How Much Does An Answering Service Cost?

Ambs Call Center

When purchasing a new service or product, one of the first considerations that comes to mind is price. With price comes value, and everyone wants to maximize their value.

Springing Forward Might Affect Contact Center Forecast Accuracy

Contact Center Pipeline

Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight Time returns everything to normal in the fall. Forecasters can use this information to build a high-performing time-of-day arrival model.

Why Seamless CX Matters More Than Ever

Upstream Works

Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems.

Is Your Contact Center Ready for Novel Coronavirus-like Scenarios?

Strategic Contact

Business continuity and disaster recovery (BC/DR) – a.k.a., contingency planning, business continuity management, and business recovery planning – can weigh on CC leaders’ minds.

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!

Why you need to follow the service culture recipe

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. My friend, Sarah, is a baker. She's taught me that baking is all about precision.

Guest Post: What a CX Professional Can Learn from a Top Salesperson

ShepHyken

This week we feature an article by Eric Melchor, founder of Elevate My CX. He shares a story about a salesperson who performed a technique that even surprised a renowned social psychologist.

Top 5 Posts in February

Contact Center Pipeline

February may be short on days, but not on thoughtful content from our expert authors.

How to Take Action on Customer Effort Score Feedback

GetFeedback

The four major activities that must be undertaken after CES feedback is received by the company. Articles

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!

How to Conduct Brand Awareness Surveys & What Are the Related Questions

ProProfs Blog

When you want to buy a new phone, you’ll go for Apple if you need a good camera, you’ll go for One+ for speed etc. This is what brand awareness does, it not only affects the decisions of the customers, but it also creeps into the lifestyle. .

How to Transform the Customer Experience

ShepHyken

Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience.

Inside View: Annette Franz, CCXP

Contact Center Pipeline

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a love of numbers, analysis and writing led her to the world of consumer research. It was a perfect fit.

Self Install: How Visual Assistance Streamlines Device Setup

TechSee

Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process.

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 to Prove the ROI of Your CES Efforts

GetFeedback

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles

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5 Top Customer Service Articles For the Week of February 24, 2020

ShepHyken

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.

The Only 3 Strategies that Increase Customer Value

Genroe

I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention.

Deciphering the CX alphabet

Tethr

While the journey toward exceptional customer service used to set leading businesses apart, today’s customers are more interested in an excellent customer experience (CX).

How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

Add Agent Specialization to Your Customer Support Strategy

UJET

There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them.

Amazing Business Radio: Teri Yanovitch

ShepHyken

Be the Disney of Your Industry. Lessons from Disney to Improve Your Customer and Employee Experiences. Shep Hyken interviews Teri Yanovitch.

Customer Success vs. Customer Service: How They Work Together

Totango

A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. While individual success is important in both cases, you also need overall harmony.

Cyara's Xchange Roadshow Melbourne, March 18 - All the Juicy Details!

Cyara

Next month in Melbourne, Cyara is hosting Xchange 2020 Roadshow, a premier one-day event generously sponsored by our partners and friends, including Amazon AWS , Genesys , and Cloudwave. The schedule is packed full of valuable presentations, networking, panel discussions, and demos.

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.

Talking about AI ( Artificial Intelligence) with Jared Mendez, CTO, of Ansafone Contact Centers

Ansafone

In this full podcast interview, we talk with Jared Mendez, CTO, of Ansafone Contact Centers about call center technology and artificial intelligence. Ansafone Contact Centers is a national call center that offers omni- channel call center services and bilingual services.

Are Customer Service Jobs Good?

Customers That Stick

Are customer service jobs good? Well, some are, some aren’t Like any job, a lot depends on where you work and who you work for. More generally, customer service jobs can be excellent depending on what your goals are and what your interests are.

Create a Strong Customer Engagement Strategy

Totango

We all want to believe that we have a strong relationship with our customers. However, the truth is that we’re only as important to them as the value we offer their businesses.