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.

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.

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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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?

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?

A Doctor’s Prescription for Good Customer Service

ShepHyken

Here’s another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. My friend, Dr. Neil Baum, the world-renown urologist, was speaking in Las Vegas at the Wynn resort.

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!

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.

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.

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.

APIs 90

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.

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?

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.

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.

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?

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.

Contact Center Update: Catching Up With Noble Systems

Noble Systems

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

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.

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.

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.

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 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.

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.

Personality Traits That Inspire the Most Teamwork

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites.

What Metallica Can Teach Us About Customer Experience

Contact Center Geek

Lessons on Customer Experience are all around us, if we just look for them. All of us, after all, are customers first. Metallica, the metal band that has been around since the 1980s, could teach us all something about Customer Experience.

The Importance of Accurate Reporting to Your Payroll Solution

ChaseData

Call Center Operations Call Center Management

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Chatbot Customer Experience: Delight Your Customers, Retain Existing Business and Grow Advocates

Connect Managed

The lowest cost of delivery is no longer the best approach to customer service. Today, the focus has shifted towards providing an engaging customer experience that helps the customer to solve their problem on their first interaction — however long that takes. Customer Experience

2019 Means a New Year, New Opportunities

Aspect

The start of a new year always brings the excitement of change and anticipation of new beginnings. And in just this 2 nd day of 2019, this holds very true for Aspect. In case you missed the announcement, I have some exciting news to share about the company.

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.