Sat.Nov 23, 2019 - Fri.Nov 29, 2019

Shifting the Dynamic from Vendor to Partner with Customer Success

Strikedeck

Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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Call Center Metrics: Examples, Tips & Best Practices

Callminer

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly.

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The Making of a Contact Center Superagent

Contact Center Pipeline

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales.

The Top 3 Signs Your Support Team Needs Knowledge-Centered Service

Guru

Stop me if you’ve heard this one. A new customer support manager walks into the office on her first day. She’s excited because from the interviews she had with the director, it seems like this team really knows how to solve tickets, and they just need a few small tweaks to get their CSAT scores up.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Developing an Effective Chat Bot Strategy to Fuel Exceptional Customer Experiences

CSM Magazine

Bots, and the underlying AI that drives them, have become increasingly popular in many Customer Experience and contact center circles, and for good reason. Bots offer extended functionality and enable customers to find answers or support without the involvement of a live agent.

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Artificial Intelligence: CX As You Like It

NICE inContact

As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It.

Five Steps to Finding + Keeping the Right Customers

ConvergeOne

In a previous blog post , we shared how organizations must move toward a customer-centric approach, with a focus on the customer journey as a strategic capability. How, specifically, can you do that? Here are five steps to follow to ensure you find and keep the right customers. Customer Experience

Enterprise Search for Customer Service is a Mistake. Here's Why

Unymira

Enterprise search is a tempting solution for many companies. It promises a quick fix to data silos and doesn’t require migrations, switching software or any dramatic changes to your daily work. Knowledge Base Customer Service Knowledge Management Contact Center

The Contact Center Workforce Manager Skills Series

The Call Center School

Part 2: Skills for Creating Optimized Schedules. Always treat your employees exactly as you want them to treat your best customers.". This quote from Stephen R. Covey, business author and successful entrepreneur, is not just for executives to internalize. It also applies to workforce managers.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Deliver Cohesive Business Results in your Contact Center

Waterfield Technologies

A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. Today we are able to create and implement an extensive, all-in-one […].

8 Customer Journey Analytics Your Customer Success Team Needs to Track

ClientSuccess

It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates. .

Challenge #2 – Your self-service doesn’t have all the answers

Eckoh

Has your company deployed a self-service app for customers — but your contact center is still getting a constant stream of calls? When this happens, there's only one thing to do.

Customer Experience for Millennials

Ansafone

Millennials as Customers – large and in charge. Millennials, (born between 1980-2000) are set to pass the Baby Boomer generation in terms of purchasing power. This is ot only as consumers but also as decision makers within the business world.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Combating the High Agent Turnover Crippling US Contact Centers

Taylor Reach Group

Combating the High Agent Turnover Crippling US Contact Centers. by JD Fairweather. The revolving door of employee turnover is a source of frustration for any organization.

Customer Satisfaction Score (CSAT) Industry Benchmarks

GetFeedback

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). .

Do loyalty programs really drive customer loyalty?

TELUS International

CX Best Practices

A Complaint Is an Opportunity

CSM Magazine

In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service. If your organization receives virtually no complaints this is not a sign that.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Planning for 2020? Don’t miss out on Key Contact Center Investments

NICE inContact

As we step into 2020, we see companies investing more in Customer Experience (CX) initiatives than ever. There is a clear business case to invest and improve CX – happy customers buy more, are easy to service and bring in new customers through recommendations.

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best

BlueOcean

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Agent.

When Things Aren’t Going Well, Will You Accept Blame?

ShepHyken

In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success.

The 7 Telltale Signs of a Company NOT Committed to Customers

Beyond Philosophy

The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly.

How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

Three Ways to Boost ROI from Contact Center Tech Investment

Contact Center Pipeline

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach requires more than a good toolbox.

3 Ways Some Customers Are Like the Dreaded New Driver

Steve DiGioia

Your eyes were bugged-eyed open, and they darted back and forth hoping to see everything (but they never did). Sweat started, a little at first, then it seemed to flow from every pore and made your clothes stick to places you didn’t even know you had.

Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience

ShepHyken

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. People will forget what you said, people will forget what you did, but people will never forget how you made them feel.

2019 State of CX Report from The Northridge Group

Peter Lavers

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Top 5 Posts in November

Contact Center Pipeline

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead.

40+ Live Chat Statistics for 2020

ProProfs Blog

“Always do more than is required of you.” — George S. Patton. This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. .

5 Top Customer Service Articles for the Week of November 25, 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. The Jury Is in on the Future of Customer Experience by Lisa Loftis.