Sat.Dec 29, 2018 - Fri.Jan 04, 2019

6 Qualities Every Customer Service Agent Should Have

VocalCom

For many customers, a conversation with a service agent is a defining moment in their relationship with your brand. An agent who listens attentively and solves the customer’s problem upon first contact can win that person’s loyalty. On the other hand, agents who fall short of expectations convince customers that your brand has fallen short as well. Here are six qualities every agent should have to deliver the kind of service that makes customers love you for life. A positive attitude.

Building Customer Trust: 3 Tips That Will Make a Big Difference

Contact Center Pipeline

As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s typically easy to get high customer scores in the purchase scenario—the customer feels pleased and confident in their purchase decision.

Big Data Analytics Creates Smart Contact Centers

Ansafone

As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly.

4 Facts That Nobody Told You About Coaching Employees

Myra Golden Media

We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change. The Four Things Coaching Must Be. Immediate – You can’t put off coaching discussions.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Is CX Dying? 7 Ways to Save Customer Experience at Your Organization

Beyond Philosophy

I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.

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How to Prepare for 5 Customer Service Trends in 2019

Contact Center Pipeline

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated.

You Get What You Tolerate (From Employees)

Myra Golden Media

You get the behavior you tolerate. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? Are you having conversations with your people about unacceptable performance? Are you coaching and holding employees accountable?

Contact Center Technology Finally Enables You to Be Customer Centric

Call Center Coach

Do you remember that joyous feeling when the thing preventing you from having an easier life was removed? Can you remember what it feels like when the elephant that was sitting on your chest finally gets up?

Amazing Business Radio: Skip Prichard

ShepHyken

The Nine Mistakes. Finding Your Purpose to Achieve Success Sooner. Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future , which details the most common mistakes people make in their professional and personal lives.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

5 Unmatchable Tips To Re-Engage Customers And Keep Them Coming Back

ProProfs Blog

Remember that customer who bought your product 5 months ago? And, how about that customer that gave you lots of referrals last year? Like any other business, you may have a solid base of existing customers. However, there are times when you may not interact with them for months or even years!

ConcentrixCX: What If You Had CX Superpowers?

Concentrix

Get the power! Turn your team into CX superheroes and change the way customers think about your brand. The post ConcentrixCX: What If You Had CX Superpowers? appeared first on Concentrix.

With gratitude for YOU!

Call Center Coach

As 2018 draws to a close and you reflect on the year, I want to express my deepest gratitude for YOU – the friends and supporters of Call Center Coach.

5 Top Customer Service Articles for the Week of December 31, 2018

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. 19 Customer Experience resolutions for 2019 by Customer Guru.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center Pipeline Magazine: Inside Our January 2019 Issue

Contact Center Pipeline

Happy 2019! I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for Free!). What a fabulous January issue!

When It Comes to New Year’s Resolutions, Think FAST, Not SMART

Guru

It’s officially a new year, which means that it’s time to set goals and tackle all the things you’ve been meaning to do since 2018. New year, new you, right?

How to Create Attractive Survey Email Subject Lines

ProProfs Blog

You may be a marketer who sends numerous promotional emails to your clients regularly. But are you finding it difficult to break past the inbox barrier? It probably happens because your subject lines are not compelling enough.

Guest Blog: How to Build a Comprehensive Onboarding Module for Customer Service Training

ShepHyken

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

What does it take to successfully design an E-Commerce Website?

OctopusTech

Ever crossed your mind what makes an e-commerce website successful? Is it the creative web design, catchy content or the role digital marketing played or even the combination of all these and various other factors?

13 Call Recording Reports You Should Be Generating

OrecX

It's a new year and that means new opportunities! Put your call recording system to work for you. Here is a list of potential call recording reports to consider generating in your contact center to garner the customer intelligence you need.

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What is DCX? And other digital customer experience terms defined

TELUS International

AI, RPA, VA, IoT — the list of acronyms defining the digital customer experience is never-ending. Here are the DCX terms you need to know. Trends

Use Voice of Customer (VOC) Data to Improve Customer Service

GetFeedback

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Building Your Best Culture in 2019

CX Accelerator

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

Why CRO's Should Outsource Patient Recruitment for Clinical Trials

AnomalySquared

For drug manufacturers and pharmaceutical companies, patient recruitment is the "elephant in the room". It is the primary cause of missing deadlines and early termination for a clinical trial if the trial fails to meet recruitment goals.

Five US-Based Conferences Customer Experience Professionals Should Consider in 2019

Satrix Solutions

In today’s digital world, it’s incredibly easy to find helpful resources and how-to guides that enable us to succeed in our roles with just a few keystrokes or taps on our smartphones.

SaaS 78

7 Essentials for a Customer Service Voice and Style Guide

Customer Service Life

This article was originally published on CustomerThink on October 12, 2018. Click here to read the original post.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

ConvergeOne's Net Promoter Score Enters "Excellent" Status at 70

ConvergeOne

ConvergeOne prides itself on providing an exceptional customer experience. We team with our customers to develop innovative solutions and deliver consistent services that propel them to the forefront of their industries and position them to be their customers’ champions.

Contact Center Update: Catching Up With Noble Systems

Noble Systems

ConcentrixCX: What If You Had CX Superpowers?

Concentrix

Get the power! Turn your team into CX superheroes and change the way customers think about your brand. Automotive Analytics Banking Videos Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology Travel Video