Sat.Nov 17, 2018 - Fri.Nov 23, 2018

Top 10 Reasons to Record Agent Screen Activity

OrecX

Call recording systems have been around for decades and their utility is proven. The same goes for agent screen recording systems, although you may not know it.

How to Prevent Customers From Hanging Up on Your Brand

VocalCom

If customers are calling your brand for support, chances are they aren’t very happy. And what’s the best way to make them feel worse? Make it impossible for them to reach you. Some customers call because they are most comfortable with the voice channel. But many others pick up the phone because they need in-depth, human support—what digital channels cannot always offer. If your call abandonment rates are too high, consider these tips for making sure customers don’t hang up on your brand.

2019 Contact Center Trends: Is Your Business Ready?

Monet Software

Trends are tricky things. Contact center managers will find no shortage of opinions online about “the next big thing” in business philosophy or technology. You’d be surprised how many websites promote a “hot new trend” that coincidentally requires the product they hope you’ll buy.

How Customers Make Rules for Themselves

Beyond Philosophy

I have a rule with large purchases; I always sleep on it. I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. Plus, it’s a significant expenditure, and I don’t want to make a mistake. This rule works well for me.

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.

The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.

That Time My Client Cropped My Afro In My Headshot, And Why This Is Not Okay.

Myra Golden Media

I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April. But Starbucks isn’t the only company with issues with insensitivity. Consider three of my recent experiences with companies.

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How to discover what REALLY drives value for you $$$

Beyond Philosophy

There is a big difference between what customers say they want and what they buy. For example, Disney know that when they ask their customers what they would like to eat at their theme park that people will say they would like to have an option of a salad.

My Obsessive Compulsive Path to 200 Podcast Episodes

Call Center Coach

It’s Thanksgiving (here in the US) and I’m so thankful. I just released my 200th episode of the Fast Leader Show. Thanks to the Fast Leader Legion and all of my guests. When I started podcasting in 2015 I was worried I would be like so many other that start podcasting.

Five Ways to Create Customer Loyalty

ShepHyken

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. How do they do it?

Wishing All of Our Readers a Happy Thanksgiving!

Contact Center Pipeline

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a Happy Thanksgiving! Featured call center contact center

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.

Is Your Customer Satisfaction Survey Dissatisfying Customers?

GetFeedback

Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done.

Amazing Service Begins With Engaged Leaders

Call Center Weekly

By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect.

Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad?

Taking a Deep Dive into FCR

Contact Center Pipeline

No customer ever picked up the phone, dialed up a company and said, “Boy, I hope that they’re not able to help me today, and I have to call back to get my issue resolved.”

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.

5 Survey Email Subject Line Strategies to Boost Open Rates

GetFeedback

Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened.

15 Traits of Successful Customer Experience Leaders

Dialer 360

All podcast of series, famous experts discuss the top strategies of customer experience leaders. This is how you can leverage or improve those qualities. Thus, effective change in your organization’s approach to customers experiences leaders.

5 Top Customer Service Articles for the Week of November 19, 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.

Top 10 Benefits of Outsourcing Your Contact Center Needs

Ansafone

Companies are increasingly choosing to outsource functions to outside expert providers.

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.

What’s the Customer Loyalty Loop?

GetFeedback

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates.

Upset Customers: 4 Tips to Calm and Keep Calm

Call Center Pros

In the customer service industry, we will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Not knowing how to deal with angry customers can culminate into giant losses for the companies involved.

Amazing Business Radio: Tien Tzuo

ShepHyken

The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B.

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Quarter 4 Preparation

Ansafone

For many retail companies and other businesses, the fourth quarter is the most stressful time of year. During this hectic time, many customers are unsatisfied with their purchases. This causes an increase in calls made to customer support to resolve their issues.

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.

The Ultimate Guide to Conference and Event Surveys

GetFeedback

Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver.

Improve your CSAT by Measuring First Call Resolution

inContact

Spend any time around a contact center and you’ll likely hear the acronym FCR. What does FCR stand for? The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution.

Nextiva Hosts Local Food Drive with Kitchen on the Street

Nextiva

As we head into one of the biggest holidays of the year, millions of children continue to go hungry on the weekends. One in every six children struggle with food insecurities, according to Kitchen on the Street. That’s why Nextiva Cares decided to host a food drive to benefit the local nonprofit organization, which […]. The post Nextiva Hosts Local Food Drive with Kitchen on the Street appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad?

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Meet the CallSource Team: An Interview With Josh Oosterhof

CallSource Insights

Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Josh Oosterhof. Title: Strategic Partner Manager. When did you start working for CS? October 2010. What position did you start in? Sales Opener. What is your current position?

The Three Critical Steps to Effective Workforce Optimization

Monet Software

Picture a barstool with three legs – take any one of its legs away and the whole thing collapses. Workforce Optimization (WFO) is something like that.

How Shared Labor Can Help Optimize Your Staffing Model

Branch Mesenger

With retail’s Q4 upon us and the holiday season surging into focus this week with Thanksgiving & Black Friday, retailers across the United States are gearing up for their biggest three months of the year. Most of the headlines heading into the holidays have been about just how hot the market is.

Top 13 Tips for Great Customer Service

kommunicate

Now, most of the businesses are taking a customer-centric approach to serve their customers. As a result, it is becoming tougher for companies to create the unique customer experience to stand out in the crowded market.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.