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.

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

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

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.

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.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

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.

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.

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.

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.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Embedding a Learning Culture in Your Business Relationships

Nicereply

Embedding a learning culture helps you and your staff keep up with changing market trends, and keep your products and services relevant to the current market.

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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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.

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.

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.

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.

All-in-One and up in the Cloud

Integra

We believe you need to have only one system in order to manage all your interactions and keep your data safe and accessible. This and much more with uContact. The post All-in-One and up in the Cloud appeared first on Contact Center Software - Integra CCS. Integra's Blog

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.

How Bad Information Destroys Customer Service Experiences

Guru

When customer service experiences go wrong, people notice. The worst customer experiences make their way into the larger conversation: remember Comcast’s infamous retention call ? Or United’s violent flight overbooking remedy ?

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.

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.

Learn to Log Calls in This Google Sheets Zapier Tutorial

VirtualPBX

VirtualPBX is excited to extend its Zapier integration to customers of all its Business Phone Plans. This month, like with this Google Sheets Zapier Tutorial, our blogs will focus on the basics of application connections so you can get started with your own projects.

How Market Saturation Affects Contact Center Site Selection Decisions

Transparent BPO

This post — part three of our Expert Interview Series — features Brett Bayduss, Partner, Site Selection Group. Market saturation is one critical factor brands must consider when making contact center site selection decisions.

Could you be doing more to understand your customers?

Eptica

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019.

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.

Advanced Chat for CXone: All That and More

NICE inContact

Of all the communications channels, the web chat channel is quickly emerging as the leader in customer satisfaction and as a channel that improves agent efficiency, productivity and engagement.

The 2019 Customer Contact Central Awards Judge Spotlight

Contact Center Geek

For the second time, I am excited to be a judge for Customer Contact Central Awards. Here’s the video we did as part of their judge spotlight. The 2019 Customer Contact Central Awards Judge Spotlight from Shelley Trout on Vimeo. Permalink. people

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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.