Sat.Sep 28, 2019 - Fri.Oct 04, 2019

Anatomy of a Successful Call Center Representative: Tips & Common Characteristics

Callminer

There are many characteristics that successful call center representatives share, some being more important than others.

3 Things to Know Before You Talk to Challenging Customers

CSM Magazine

Myra Golden shares some tips on how to handle difficult conversations with clients.

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How Customer Engagement Silos Are Holding You Back

Ansafone

Organizational Silos that Hurt Customer Experience With the very best of intentions, most organizations structure themselves into silos. This happens when companies segment people on the basis of skillset into different departments and roles.

What Does a Call Center Representative Do?

A Better Answer

The outsourcing world is divided into different service sectors, and two of these sectors are the most crucial to success: call center services and virtual assistant services

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

What Is Proactive Customer Service and 6 Ways to Deliver It Like a Pro

CrazyCall

Why cure when you can prevent? You might have heard that question before. Perhaps it was one of those elderly-eternal-knowledge sentences that p**s you off but can’t be denied.

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Live Up to a Higher Standard of Service

ShepHyken

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table.

Crash and Churn: survey reveals the customer service fails that cause attrition

TechSee

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive.

Workforce Management Evolution

Contact Center Pipeline

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process the transactions within the targeted grade of service while controlling the cost of providing that service.

This is How You Can Tell You’re a Customer Service Professional

Steve DiGioia

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Many hold the title but never seem to accomplish the task. Some tout the certification letters after their name but can’t put their knowledge to use.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Guest Blog: How to Engage Customers with Your Brand

ShepHyken

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement.

A Guide to Customer Journey Optimization

Totango

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth.

Today’s Toughest Marketing Challenge is Not Customer Satisfaction!

C3Centricity

We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well.

Working With a Remote Team

JivoChat

How to work with remote teams? That’s a question many job-seekers ask themselves and others when contemplating the idea of working with distributed teams. Effective remote working is a fine art. This type of work organization doesn’t come easily or intuitively, especially for startups.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Why First Response Time Is Not Enough For Your Mobile Customers

NICE inContact

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics.

Why You Need Personalized Customer Engagements

Totango

When you’re a customer, you don’t want to feel like just another face in the crowd. Customers want to know that you understand their unique business goals, even if you have vast numbers of subscribers.

It’s A Multi-Cloud World

ConvergeOne

I’ll start by answering a question that immediately comes to mind: What, exactly, does multi-cloud mean?

Customer Success: A Key Driver for Meaningful Relationship and Sustainable Growth

Strikedeck

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

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An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds

NICE inContact

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers.

11 ways you are damaging your online reputation

Customercount

It might be called SOCIAL media, but when it comes to your brand, letting your guard down, not doing your research and being plain rude to your fans can really damage your online reputation and lead to dramatic and long-term consequences for your business.

8 Customer Engagement Strategies and Ideas to Implement in 2019

REVE Chat Blog

Customer engagement is a strategic objective that needs to align with your organizational vision. Having a strong focus on engaging with users and customers, by interacting with them consistently throughout their life cycle, should be one of the key focus for the teams and business metrics. .

Exploring the Differences Between a Customer Success Manager and Account Manager

ClientSuccess

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. But is there actually a difference between the roles? Are their objectives and processes the same?

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Ten Strategies for Building Strong Internal Customer Relationships

CSM Magazine

Internal customers are organizational or contracted employees to whom you provide information, products and services. They rely on you to give good service.

Top Three Myths of Hiring Remote Contact Center Agents

NICE inContact

Business in 2019 looks dramatically different than it did 30 years ago. One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers.

How to Ease the Pain of Scaling Your Contact Center

BlueOcean

Business is booming? Great! There’s nothing we love more than a good growth story. Your revenue is skyrocketing, which usually means your customers are buying more and you’re gaining more customers. Of course, growth spurts often go hand-in-hand with growing pains.

How Customer Success Managers Can Become An Invaluable Asset for Their Clients

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Measuring Call Quality in Your Contact Center Using Workforce Management Metrics

Monet Software

Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center is to deliver a quality experience that lends itself to an increase in customer satisfaction.

Want to boost Customer Success? Start with self-service.

inSided

Did you know that a whopping 73% of people feel that valuing their time is the most important thing companies can do to provide them with good service? If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will!

The rising tide of a flexible, mobile workforce

Nuance

Workplace flexibility was once a cutting-edge idea, differentiating new, trendy companies from the pack. Today it’s proving to be an essential recruitment tool, a factor that many organizations need to consider to attract and maintain the best talent.

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