Callminer

MAY 15, 2014

Today’s customer expects a unified experience across communications channels. Here’s why customer service agents need to embrace multi-channel support for customers.

Multi-channel support 182

Multi-channel support Customer Experience Customer Service 182

Joe Rawlinson

MAY 12, 2014

'Do you like surprises? What about your customers? It is a great thing to pleasantly surprise your customers. However, if you know they are going to run into trouble or have an unexpected and unpleasant surprise, you need to step in there and make sure they aren’t caught off guard. The other day I went to In-n-Out Burger for lunch. After I placed my order, the employee reminded me that the burger comes with a Thousand Island-like sauce.

Sales 127

Sales Customer Experience 127

Kristina Evey

MAY 15, 2014

'HEALTH CARE DEPENDS ON EMPATHY AND COMPASSION. The most important investment to make in health care? It''s not the technology, not the office flow, not the insurance contracts, but rather focusing on the needs of the individual patients as human beings. It''s focusing on the patient themselves. Now, all of the above listed areas are clearly quite important.

Personalization 59

Personalization Technology Management 59

TASKE Technology

MAY 12, 2014

The systems that we use in our call centers are feature-rich to help us maximize the opportunities to keep operations efficient, particularly those that directly affect our response to customers. One of the most commonly used of these features is the ability to re-queue calls. Simply put, a re-queue occurs when a call is sent to an agent who can’t answer it within a few rings.

Abandon rate 40

Abandon rate Call Center Education Service level 40

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Customer Interactions

MAY 15, 2014

'One of the distinct privileges I’ve had during my 7+ year career here at NICE is administering the PSAPs’ Finest Awards program. For those of you who are not familiar with the PSAPs’ Finest Awards, it’s an annual program, sponsored by NICE, that recognizes individuals who work in 9-1-1. It started in 2006 as a telecommunicator recognition program and branched out to include other 9-1-1 roles.

Telecommunications 29

Telecommunications 29

Amity

MAY 12, 2014

Learning is essential in any business. This is especially true for early stage companies that are still defining themselves. In addition to making customers happier and more successful, your Customer Success team can serve a critical role by helping your organization clarify its Value Proposition. A six-step process shows you how. The Role of Learning.

Upselling 51

Upselling Sales Coaching Marketing 51

TASKE Technology

MAY 12, 2014

The systems that we use in our call centers are feature-rich to help us maximize the opportunities to keep operations efficient, particularly those that directly affect our response to customers. One of the most commonly?used of these features is the ability to re-queue calls. Simply put, a re-queue occurs when a call is sent to an agent who can’t answer it within a few rings.

Abandon rate 40

Abandon rate Call Center Service level Education 40

Brad Cleveland Blog

MAY 13, 2014

Customer Support 20

Customer Support Multi-channel support Contact Center Call Center 20