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

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

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.

Your Complete Customer Engagement Handbook

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

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.

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.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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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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.

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.

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.

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 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.

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. .

4 Reasons Every Small Business Needs A Top Answering Service

Ambs Call Center

What does it take to provide top-notch customer service over the phone? It’s far more than you might think. A happy voice and a pleasant greeting isn’t nearly enough. Customer service reps need to be prepared to answer any and all sorts of questions about your company and service.

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.

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

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 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.

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.

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 ?

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.

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.