How do you develop a team of top performers in your call center?
Callminer
MARCH 5, 2014
Call center agents are at the heart of your business due to their level of customer interaction. Here’s a look at 3 ways to develop a team of top performers.
Sat.Mar 01, 2014 - Fri.Mar 07, 2014
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6 Ways to Make Customers Fall In Love With You Over and Over Again [INFOGRAPHIC]
Win the Customer
MARCH 7, 2014
'When you fall in love you gladly go the extra mile for that special someone every time. Everything you do, are, and want to be is what will make that special person truly happy.
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5 little changes that will make a big difference with Customer Success
Amity
MARCH 3, 2014
You’ve succeeded at putting a crack Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows.
Beyond the Bottom Line: What if every company gave 1%?
GetFeedback
MARCH 7, 2014
The“triple bottom-line” is a movement for companies to succeed in financial profitability, while still giving back to the community.
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
FirstNet and What It Means for PSAPs
Customer Interactions
MARCH 6, 2014
'When Congress passed legislation to create the FirstNet (the First Responder Network Authority) just over two years ago, the idea of building a nationwide broadband network for first responders seemed a massive undertaking. Now that 2013 is in the rear view mirror, some would say it’s still a lofty goal, even though progress has been made. FirstNet is an independent group within the NTIA whose mission is to implement a nationwide interoperable public safety broadband network.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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The Top 3 Reasons you need a Next Generation CRM
Amity
MARCH 5, 2014
Customer Relationship Management or CRM has fast become a term associated with multiple departments within an organization. CRM technology was positioned as organizing, automating and synchronizing sales, marketing, customer service and technical support. And although individuals in each of the departments will always have a vested interest in and interact with the customer, the focus of yesterday’s CRM systems was sales operations and sales automation.
The Human Psychology of Customer Service and Why You Have to Master It to Win Customers
Win the Customer
MARCH 3, 2014
'Customers are living, breathing, feeling individuals who need care, attention, and meaning when it comes to the experience we create for them in our customer service offerings.
The ‘11-4’ Syndrome – What Every Service Company Should Banish to Win Customer Loyalty
Win the Customer
MARCH 5, 2014
'By taking into consideration all the variables such as employee skills, preferences, location, and assets needed, service businesses can increase their first time fix rates almost overnight.
The 2023 Verint Experience Index: Retail
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
The Most Important Question Customer Service Isn’t Asking and Why It Means Everything to Customers
Win the Customer
MARCH 3, 2014
'Working together with a customer, means being concerned about how you’re helping the customer succeed in getting what they need. This should always take precedence over workflows and metrics.
Learn from Apple, Don’t Rush Technology to Fix the Call Center, Get the Experience Right
Win the Customer
MARCH 3, 2014
'Apple knows who they are, understand the needs of their customers, and they have a clear vision for the customer experience they want their customers to have. They stick with their plan and execute it to perfection time and time again.
5 Ways to Grow Your Business by Emulating the Big Boys and Treating Your Customers Right
Win the Customer
MARCH 4, 2014
'In most cases, great customer service starts with a clear philosophy and a commitment to creating something exceptional. Make sure you know what makes you unique, and have a guiding idea that governs all levels of your organization.
Believe in the Power of Customer Service to Win New Customers
Win the Customer
MARCH 4, 2014
'Customer service quality is a manifestation of your customer care and the degree of your customer focus. The degree to which you go to serve your customers shows the true essence of the existence of your organization.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Faceless Social Customer Service in the Social Media Age
Win the Customer
MARCH 6, 2014
'Customers today crave that sense of connectedness with the people they do business. Too many corporations hide behind a faceless corporate image. And by doing that, they fail to connect with customers in a meaningful way.
Business Insurance: Do You Need It? Yes, You Do – Here’s Why It Matters to Your Customers
Win the Customer
MARCH 7, 2014
'Whether you work from home or an office, you need reliable business insurance to protect yourself from liability and circumstances that interrupt business. Here''s a roundup of what to look for and how to budget accordingly.
Love Customer Service for the Right Reasons and Customers Will Love You Back
Win the Customer
MARCH 4, 2014
'Working in customer service is about helping people take that next step and move forward making things better. Customer service is about supporting when frustration overtakes and just before despair causes customers to give up.
SME Relationships: Proven Solutions for Seamless Collaboration and Success
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
How Important Is Customer Service in Customer Experience? It’s Everything. [INFOGRAPHIC]
Win the Customer
MARCH 1, 2014
'83% of online customers need customer service help in order to complete a purchase. Is your experience meeting customer needs?
Friday Roundup – 5 Great Pieces about SaaS and Customer Success
Amity
MARCH 7, 2014
It’s the Friday roundup of great blog posts that cover topics related to SaaS and the burgeoning Customer Success industry. SaaS. According to Jason Lemkin, today the bar is even higher in this third wave of startups: Is 5x the New 2x in Saas? [link]. For SaaS companies to succeed, they must turn motivation into capability. Just how do they achieve that – these three ways according to Tomasz Tunguz [link].
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