Sat.May 11, 2019 - Fri.May 17, 2019

Improve AHT: here’s how top contact center decision makers do it

TechSee

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT.

High Absenteeism? Consider Your Agents’ “Breaking Point”

Contact Center Pipeline

I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents are absent from work is because they are lazy.

3 Ways to Expand Channels and Not Risk

LiveVox

Consumer demand for multichannel engagement continues to accelerate and its impact on the bottom line is more substantial than ever. In fact, a recent report from Aberdeen Research* noted that companies with extremely strong omnichannel customer engagement see a 9.5%

Five Elements that Create Service Stress for Customers

Strikedeck

Andy shares what causes stress for the customer, and what you can do to assuage it. Customer Success Customers Onboarding saas value realization

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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.

Being the Bearer of Bad News

ShepHyken

It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc.

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Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

Contact Center Pipeline

If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first words come with authority.

Creating a Frictionless Experience

Beyond Philosophy

Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish that buying process was just a little more complicated!” ” Why? All customers want their experiences to be easy.

Amazing Business Radio: Jill Nelson

ShepHyken

Being Human in a Technology-Driven World. Why Connections Matter More Than Ever. Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience.

How to Prepare Your Employees to Get An Angry Customer to Back Down

Myra Golden Media

Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. But your employee is calm and confident. She’s saying things like, “Umm…hmm,” “I see….”

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.

Tips and Techniques for Coaching Success

Contact Center Pipeline

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand critical skillsets, boost productivity and deliver higher performance for the individual, operation and company.

Improve IVR to create a better customer experience

UJET

Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system.

Guest Blog: Thank Your Customer With Actions Not Words

ShepHyken

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. They are the major reason why you are in business.

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What I Wish Everyone Knew About Getting Angry Customers to Back Down

Myra Golden Media

Anger Can’t Be Ignored. We’ve all chosen to not dignify a person’s absurd comment with a response, or perhaps you’ve stepped over a toddler sprawled on the floor in a tantrum, letting them scream.

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.

The Most Important Customer Success KPIs You Should Be Tracking

Totango

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off?

Are You Suffering From a Customer Service Time Crisis?

Toister Performance Solutions

The service manager arrived at the auto repair shop for what promised to be another busy day. He opened up the lobby, booted up his computer, turned on the TV in the waiting room, and started a pot of coffee.

5 Top Customer Service Articles for the Week of May 13, 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.

Video Games versus Customer Service

Taylor Reach Group

by JD Fairweather. There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans.

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.

The Ultimate Guide to Creating a Customer-Centric Culture

Totango

Culture is defined by actions. It is a tangible presence customers can see and feel in the way you engage them, respond to them, and present the product.

How to Learn and Remember Customer Names

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.

Voice of the Customer (VoC) Feedback: Everything You Need to Know

GetFeedback

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers.

How to Conquer These 5 Retail Contact Center Challenges

Ansafone

The point of signing a contract with an outsourced retail contact center includes providing quality customer service in a secure and profitable way.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Removing unnecessary costs from your call center operations

TRUSTID

Your contact center is one of your top customer resources. Your customers depend on it whenever they have a problem or need an answer to a question. With hundreds, or maybe thousands, of customers relying on your call center each day, how much are you paying for each call?

Addressing the Shadow Contact Center(s) in Your Company

Talkdesk

As a consumer – and one with an intimate knowledge of contact centers – when I’ve called to speak to a provider, I’m often trying to reach someone that I’ve spoken with previously and end up hitting zero to get out of the IVR menu because I can’t find a way to get to them directly.

Is VoIP a Reliable Service for Your Business?

aircall

Very few businesses can operate without a phone presence. Whether it’s for sales operations or customer support, brands need a way to communicate with their current and future clients.

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What Is Customer Churn Rate, and How Do You Avoid It?

Ansafone

Businesses are obsessed with numbers like customer churn rate. They have to be. Performance numbers directly reflect the state of any particular business. Important numbers about material costs, inventory, logistics and production rates are all used to measure current company conditions.

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.

Show and Sell: 3 Ways Customer Service can be Used as an Effective Marketing Tool

Fonolo

Customer service is often not seen as the effective marketing tool that it is.

Post-Event Surveys: What is the Best Time to Send Them Out?

GetFeedback

The big event your team spent months planning for has finally come to a close, and it was a success. At least, you’re pretty sure it was. The only way to know for sure how well your event went is by sending out post-event surveys to attendees. Post-event surveys are a foolproof way to get direct, honest feedback about how you can improve your event for next time with valuable insights.

Why Your Business Needs Accurate Sales Forecast? Easy Guide to Sales Forecasting

CrazyCall

Accurately created and executed sales forecast can make your business grow, even in lousy market condition. Being prepared can make up for many unfortunate circumstances. However, despite the advantages, for many sales leaders, sales forecasting is a dreaded task.

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