Sat.Mar 02, 2019 - Fri.Mar 08, 2019

Modernize Your Contact Center – Move to the Cloud

Waterfield Technologies

What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know […]. The post Modernize Your Contact Center – Move to the Cloud appeared first on Waterfield Technologies. Blog Cloud Contact Center

Does Your Call Center Have The Right Tools For The Job?

Calltools

You need the right tools for any job. A plumber is nothing without a good pipe wrench. So what do you need to provide your call center with? The more comfortable you make your employees the happier and more productive they will be. Does your call center have the right tools for the job?

Women who made the modern contact center possible

InTheChat

March is Women’s History Month – which was created to educate and promote the achievements of women who have often been overlooked. Often when we think about the modern telecommunications industry, the pioneers we think of tend to.

10 Takeaways Your Employees Get From My Telephone Skills Online Training

Myra Golden Media

Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” ” That point right there – people will never forget how you made them feel – is why we created this course.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Look Past the Obvious for a Better Solution

ShepHyken

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection.

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4 Reasons to Create Job Descriptions & Performance Standards

Call Center Weekly

Errol Allen ? Errol Allen is an operations consultant and customer service expert. Using his 25 + years of corporate experience with companies such as ADT, The Houston Post, TCI Cablevision and GEICO, Errol assists his clients in developing a customer focused environment via documenting processes, creating task manuals, identifying key performance indicators and providing customer service training. He is the author of “Keys to Delivering Amazing Customer Service”. Connect LinkedIn | Twitter ? ?.

3 De-escalation Techniques Gayle King Used In the Emotional R. Kelly Interview

Myra Golden Media

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language.

Guest Blog: 3 Ridiculously Simple Ways to Generate Customer Delight

ShepHyken

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. Shep Hyken. I once heard about a car dealership who had customer satisfaction scores that were the impressively high.

3 Tools to Measure Authentic Customer Emotions in Real-Time

Beyond Philosophy

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

5 Influential Ways ProProfs Chat Can Help Improve Your Customer Support

ProProfs Blog

Gone are the days when companies considered integrating live chat to their websites. Today, they are aware of its influence and impact on customers. It is no longer considered but needed to gain benefits like: Building delightful experience with proactive support approach.

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually.

5 Top Customer Service Articles for the Week of March 4, 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. Why Is Customer Service So Bad? Because It’s Profitable.

The Remarkable Effect Facial Recognition Can Have on Your CX

Beyond Philosophy

We develop emotional intelligence as children once we understand how other people feel. Based on the behavior of a few of our fellow humans, some of us more than others. Now, machines are developing emotional intelligence as well.

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.

I Can’t Believe You Cut Me Off!

Customer Service Life

This article was originally published on the FCR blog on February 7, 2019. Click here to read the original post. It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon.

Insurance Claims Processing Powered by Computer Vision

TechSee

Claims processing is a key touchpoint in the customer life cycle, and insurers have only a short window of opportunity to satisfy policyholders. Companies that strategize their efforts to improve insurance claims processing can expect higher levels of operational efficiency.

Travel 115

Amazing Business Radio: Horst Schulze

ShepHyken

Excellent Decisions from the Cofounder of the Ritz-Carlton. Aligning Your Organization to a Company-wide Culture. Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company.

Seamless Self-Service Starts in the Contact Center

Contact Center Pipeline

Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic view.

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.

Insurance Contact Center Best Practices

Ansafone

The Importance of Gender-Neutral Language for Customer Service

InTheChat

Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because.

How to Improve Customer Experience Using Employee Feedback

ProProfs Blog

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time.

Contact Center Pipeline Magazine: Inside Our March 2019 Issue

Contact Center Pipeline

Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline!

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.

The Top 13 Inspiring Lady Bosses to Know in CX & Support

Nicereply

“As a community, if we band together, we can achieve almost anything.” ” With International Women’s Day right around the corner, on March 8th, we figured it was an excellent time to give credit to some of the amazing women in the customer support, success, and experience world.

Enrich Your Omnichannel CX Plan With Social Media

GetFeedback

When you’re running a business or you’re a part of a company, you need to be aware of the importance of the omnichannel customer experience (CX). This means, knowing what your customers want, how they feel, and providing them with the best possible experience with your brand or company.

6 Simple Customer Support Strategies For Small Businesses

ProProfs Blog

Customer support is an important area for any business. Particularly today, when reviews for companies can be posted so easily on the internet, helping your customers as soon as problems arise is a crucial element to running a successful business.

Publisher’s Message: A Decade of Pipeline

Contact Center Pipeline

In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting and publications.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Even the Police Can Get it Right! Adopting a Customer First Strategy

C3Centricity

In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain.

Is Happiness at Work Necessary to Give Good Customer Support?

Nicereply

“While things like beach vacations can give us pleasure, things like meaningful work can give us purpose.” ” We spend a lot of time at work. Specifically, the average person spends 90,000 hours at work over the course of their lifetime. Let’s put that into perspective.

Boost Your Business Growth Using Customer Satisfaction Score

ProProfs Blog

The great poet Rumi once said, “Maybe you are searching among the branches for what only appears at the roots.”. Set in a different time, in a different context, this saying was meant to teach us to fleeting nature of existence.