Sat.Dec 21, 2019 - Fri.Dec 27, 2019

Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources

Contact Center Pipeline

Some people believe that changing technology is behind the disruption that’s roiling markets. But attributing disruption to technology is dead wrong—disruption is really driven by changing customer needs.

Successful Call Center Agents Share This Personality Type

TechSee

The contact center agent’s job is getting harder. The ongoing shift to self-service has brought about many positive changes to the customer service field. Call volumes in many contact centers are down along with the cost to serve.

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Why Is Customer Experience Important for Your Business?

Working Solutions

You may have heard it said that customer experience (CX) is of the utmost importance to businesses across all industries. But it might still be a hard pill to swallow. After all, you work hard to provide the best possible product or service at a great price, delivered with the utmost professionalism. Isn’t that enough? […]. Customer Experience call center customer experience

BPO is an asset and not a liability

Ansafone

Due to many factors, businesses have become extremely competitive. To compete, you must be efficient and have the correct technology in place. This is where having a company that specializes in BPO can be an asset to your business.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Knowledgeable and Friendly Agents Earn Customers for Life: Why Brand Trust Rides on the Customer Service Your Contact Center Agents Deliver

SharpenCX

If you don’t deliver good service, customers won’t trust you. Turns out, excellent service is the number one factor that impacts a consumer’s level of trust with your company. And, trust is as important to your company’s financial health as growth and profitability, according to Accenture.

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How to Improve Customer Experience by Reducing Friction

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. There are a lot of product returns on December 26.

What is Proactive Customer Service and How to Implement It?

ProProfs Blog

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies.

How to Build a Helpful Knowledge Base

HelpCrunch

One of the greatest things about a good knowledge base is that it places you in a very proactive position.You do not wait for the customer to call you, write an email or raise a [ … ]. The post How to Build a Helpful Knowledge Base appeared first on HelpCrunch blog. Customer service

Guest Blog: Five Tips to Providing a Five Star Experience

ShepHyken

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

11 Tips for Converting Customer Complaints to Sales Opportunities

LiveVox

11 Tips for Converting Customer Complaints to Sales Opportunities Any salesperson worth their salt knows that all customer feedback is valuable—even and especially the negative type.

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Call Center Games - Examples of Gamification in Business

ChaseData

Wouldn’t it be great if you could get paid to play games? While most of us will never know the life of a professional athlete, professional gamer, or other career game-player, there are many ways to bring the thrill of frivolity and fun into the workplace.

Five Ways to Prepare for Being REALLY Busy

ShepHyken

If you’re reading this article the day it comes out, it’s Christmas Day. Whether you celebrate Christmas, Hanukkah, Kwanzaa or any other holiday around this time, you know that the holidays often bring a frantic level of busyness and even stress.

Every Enterprise Should Have Call Center Software

Hodusoft

There is no reason to not have call center software in your enterprise particularly when it is available as a hosted, pay as you go option. Forget about outsourcing customer service. Deliver it using your in-house staff.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Adaptive Selling Will Transform Your Customer Relationships

Calltools

It’s no secret that personalization now rules the modern marketing and sales world. Any hint of pushy tactics has the average consumer running in the opposite direction. Or worse, a generic sales pitch gets critical details (like the consumer’s name) wrong.

Noise cancelling app cancels what?

SoliCall

We are frequency approached by new prospects with a simple request: could you help us cancel the noise in our audio? In order to address this question professionally, we first we need to understand what exactly stands behind the general word “noise” in the prospect’s request.

How to Build an Effective Social Customer Service Program

Win the Customer

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile.

New Research Shows Strong ROI of CX

Customer Experience Matters

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience.

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.

3 Considerations to Improve Your Digital Customer Experience (CX)

ClientSuccess

If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of customer success as an entire company goal very seriously. After all, your customers aren’t the responsibility of one department – they’re the reason your entire company is in business.

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Analytics and the Power of the Human Touch: 5 Predictions for the Future

Etech

Everyone knows the story behind the demise of at least one brand or company that eventually failed to thrive due to an inability or refusal to innovate and change with the times. Many of these major businesses that experienced failures were, at one time, hugely successful and popular.

Amazing Business Radio: Katie Mares

ShepHyken

Strengthen Your Company’s Core. Hold Yourself Accountable for Creating a Consistently Amazing Customer Experience. Shep Hyken interviews Katie Mares. They discuss her C.O.R.E. Methodology and how it can improve the customer experience in addition to gender inequality in the customer service world.

Leading a Service Culture

Contact Center Pipeline

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers, employees and the everyday activities of the workplace are drawing to an end.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Our Most Important Learning in 2019

Beyond Philosophy

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes.

B2B Vs B2C Customer Support: How They Are Different

ProProfs Blog

For every organization, customer support should be a top priority as it has the potential to make or break any business. When you respond to the queries of your customers on time and resolve their issues promptly, it yields a gratifying experience.

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5 Top Customer Service Articles for the Week of December 23, 2019

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.

Happy Holidays!

Contact Center Pipeline

Wishing all of our readers a safe and happy holiday season, and a prosperous new year! Featured call center contact center

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.