Sat.Jul 16, 2022 - Fri.Jul 22, 2022

5 Effective Call Center Leadership Styles

Fonolo

Have you ever asked yourself how your leadership style affects your call center operations? You should! Things are busy for contact center leaders and there’s not much time for reflection. But your management style deserves your attention.

Measuring Individual Performance in a Customer Contact Center?

Brad Cleveland

Measuring individual performance is a topic that has long been controversial. Performance measures are usually tied to behavior expectations and standards so many questions can come up. Are the measures fair? Are they truly within an individual’s control?

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The Next Generation of Service Automation: The Power of Computer Vision

TechSee

One year ago, we introduced the world’s first computer-vision powered self-service solution. Today, we are proud to share the next great leap forward, the Visual Intelligence Platform.

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The cost of living crisis and increase response rates

Beyond Philosophy

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

Callminer

Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti

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2 Minutes to Supreme Confidence!

Myra Golden Media

The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down is…CONFIDENCE. In this video, you’ll learn a 2-minute exercise that reduces the stress hormone cortisol while boosting the power hormone!

Adjusting Strategies in the New Normal

Contact Center Pipeline

If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink and adjust business strategies and tactics in order to adapt to the new normal.

22 healthcare professionals share considerations for patient satisfaction surveys

Callminer

Read this post to learn about improving patient satisfaction surveys and the overall patient experience

Different is Better Than Better

Shep Hyken

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. .

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

2 Frameworks for Resolving Workplace Conflict

Myra Golden Media

I’m sharing two frameworks for resolving conflict today. You can apply my frameworks to disputes with employees, co-workers, customers, and bosses! . For more help with de-escalation, check out my De-escalation Academy. . Customer Experience Design

The Risks, Consequences, and Solutions to Attrition

Contact Center Pipeline

Across the United States, workers are voluntarily leaving their jobs in record numbers. The Great Resignation—a trend being driven by an economic and psychological shift as employers struggle to tempt unhappy staff to return to work, coupled with the impact of retiring Baby Boomers—saw more than 4.3

27 professionals share their favorite call center interview questions

Callminer

Read this post to learn how to hire top-notch call center agents using the right interview questions

Customer Perception: What It Is and How To Measure It

Kayako

The concept of customer perception seems obvious, it is basically the customer’s opinion of a company at any given point during their customer journey. What is not so simple is tracking and measuring all the different variables that influence customer perception.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Reputation Unveils 2022 Property Management Report Findings and Rankings

CSM Magazine

Reputation , the global leader in reputation experience management (RXM), today announced findings from its 2022 Property Management Reputation Report , which analyzed nearly 600,000 reviews of over 80,000 multifamily residential properties.

Conversational AI: The Contact Center’s Superpower

Contact Center Pipeline

The COVID-19 pandemic has prompted many enterprises to re-think digital transformation and their approach to customer service.

How to Solicit Qualitative Customer Feedback (Before It’s Too Late!)

ClientSuccess

As a CSM, you understand firsthand how critical customer feedback is to the ongoing satisfaction of your customers and the success of your business. On paper, an account can be ticking all the boxes – engaged during meetings, high product usage rates, etc. –

Amazing Business Radio: Megan Neale

Shep Hyken

The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Open the Channels of Communication with Your Customers

Totango

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success.

Five Predictions For 2030: Real Life Service In A Virtual World

CSM Magazine

Mark Wilding, Vice President of Global Customer Transformation at ServiceMax, steps into the future and predicts how advances in technology will enable a new era of service delivery. A few years ago, I heard Kevin Ashton speak at a conference.

Cloud Ticketing System Overview

LiveVox

A cloud ticketing system provides an enhanced customer experience through transparency, real-time tracking, update notifications, SLAs, and support request forms. The post Cloud Ticketing System Overview appeared first on Livevox. New Release

Q&A recap: Driving customers to value during onboarding, at scale

ChurnZero

Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

How can insurance companies improve customer service?

Hodusoft

How can insurance companies improve customer service? Call center software plays an integral role in the success of businesses in all sectors, including insurance. Modern customers today expect a fast, efficient, and seamless service.

Why You Should Throw Out Your CRM

Totango

Ready for a controversial statement? You don’t need your CRM. Yeah, we said it.

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How to Boost Customer Experience by Improving the Agent Experience: A Q&A with Ventana Research

LiveVox

Discover how to provide agents with the best tools and training to deliver the most effective and efficient customer experiences. The post How to Boost Customer Experience by Improving the Agent Experience: A Q&A with Ventana Research appeared first on Livevox. Agent Experience

5 Ways You Need To Invest In Your Business This Summer

VirtualPBX

When you’re a small business owner, you know that summer is the time to get things done. But with so many things on your plate this summer, it can be hard to know where to start.

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

Join Us for Knowledge Fest and Hear From Leaders Shaping the Future of Work

Guru

Remote work measures that were supposed to be temporary are getting weaved into office policies. People are moving away from physical office spaces and adapting to more asynchronous ways of communicating and working.

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Case study: How Sequoia leveraged InSided to help HR professionals in a post-pandemic world

inSided

Like most industries, the pandemic has reshaped how HR professionals go about their day-to-day lives. Companies' biggest concerns have shifted from ways to maximize productivity to how to retain employees and keep them safe and happy, all while navigating the new territory of COVID-19 protocols.

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Is Hybrid Telehealth Care The Future of HealthTech?

Helpware

COVID-19 has been one of the toughest challenges facing today’s healthcare professionals. When cases rose, many hospitals and clinics needed to adapt their practices quickly to keep patients and providers safe. Digital CX HealthTech