Sat.Apr 20, 2019 - Fri.Apr 26, 2019

If We Could Save Time In a Bottle, Would We? Time Distortion and the Contact Center

Cisco - Contact Center

Jim Croce’s posthumous #1 hit “Time In a Bottle” was noteworthy for two reasons – one, it had a waltz tempo, and two, only three instruments were used to produce the song. More importantly – Croce had it right when he penned “but there never seems to be enough to do the things that we want to do, once we find them.”. Psychologists indicate that humans have a deep aversion towards ambiguity.

 The Most Common Reasons Customers Call Back


When it comes to gauging the effectiveness of your BPO call center at delivering quality customer experiences, first call resolution (FCR) is the pinnacle metric. FCR tells you how well you are doing at resolving customers’ issues quickly and accurately.

The Continuing Importance of Customer Loyalty


Businesses spend a lot of time and money honoring and reaching out to their so-called “loyal customers” every year. There is a great emphasis placed on this loyalty – but why? What is the importance of customer loyalty, and what does this term really mean for your business?

5 Ways to Empower Agents to Close the Cross-Channel Gap


As digital adoption accelerates, the role of the contact center has become more important than ever while simultaneously becoming more complex than ever.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

The Difference Between “Surprise and Delight” and Just “Delight”


Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting. Obviously, it should be a positive experience.

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Listen to Your Heart (or your calls)

Call Center Weekly

By Diana Aviles I’ve chatted with speech analysts from all walks of life. They speak many languages and are versed in different speech analytics solutions.

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices


PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way.

Amazing Business Radio: Mike Grande


Music and the Customer Experience. Growing Your Business One Customer at a Time. Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers.

AI Predictive Maintenance and Proactive Customer Assistance


A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The costs associated with downtime continue even after production has resumed.

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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Top 10 Effective eCommerce Tools to Boost Conversions & Improve ROI

ProProfs Blog

Running an eCommerce business is all about surviving the competition and sustaining a steady upward growth in revenue generation.

Automate Those Manual Processes

Contact Center Pipeline

Way too many centers have way too many manual process steps, negatively impacting the customer experience and the cost of doing business. Long handle times are the most obvious impact, but it also hinders agent training time, first-contact resolution (FCR), handoffs and consultations.

Guest Blog: ‘Why Build It and They Will Come’ Doesn’t Always Work in CX


This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ?

Introducing Unforgettable: a CX Video Series from Oracle Customer Experience


If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer.

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.

The Do’s and Don’ts of Excellent Customer Support on Social Media

ProProfs Blog

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns.

A 3-Step Guide for Integrating Coaching into the Call Center

Contact Center Pipeline

There is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships. You read that right: Three out of every four people who voluntarily leave a company do so because of poor management.)

5 Top Customer Service Articles for the Week of April 22, 2019


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. Why Anxious Customers Prefer Human Customer Service by Michelle A.

Which is the Best Customer Support System for your Company?


Your customers are the heartbeat of your company. If you are not attending your customers efficiently your business effect badly. But to handle your customers effectively, a reliable system of customer support is needed.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Importance of Surveys in the Digital Age- Interview with Jake Pryszlak

ProProfs Blog

Customer feedback has become an essential aspect to ensure success for all business organizations. Major market players understood this a long time ago and have made customer feedback an integral part of their business.

Helping Agents Use Phone Interpretation Effectively (Part 2)


Are your agents using multilingual support, including phone interpretation, in the most effective way possible? In Part One of this series, we shared four tips from Voiance designed to help your agents get the greatest possible benefit from their use of phone interpreters. But don't stop there.

Boosting Parental Engagement with Digital Portfolios


Teachers have long understood how parental engagement helps students perform better in school. At the same time, families are often hungry for information about what is happening in their child’s classroom.

The Last Mile: Where CX Matters Most to Customers, Companies and Agents


In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience. CX matters to a company’s success – and can be more valuable than product features, aggressive pricing or innovation. New Challenges.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How to Increase Customer Retention?

ProProfs Blog

How do you grow your business? How do you ensure its continued success? Well, one answer to that question is to make more sales, and no doubt that is important, another answer to that is customer retention. And what exactly is customer retention?

Useful For All: Why Digital Accessibility Should Be Your Top CX Priority

Hero Digital

While emotional brand experiences were a huge focus for the 2018 digital landscape, accessibility is increasingly front-and-center in conversations about customer experience (CX).

Reputation Management versus Reputation Marketing


Is there a difference between reputation marketing and reputation management? Absolutely. We'll tell you more here. Continue reading → The post Reputation Management versus Reputation Marketing appeared first on CustomerCount.

The Role of Human Talent in a Digital-First World


Strike the right balance between digital and human assistance in customer journeys. The post The Role of Human Talent in a Digital-First World appeared first on Concentrix. Thought Leadership Resources


How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

Simplify Your Customer Service Experience & Delight Customers with ProProfs Help Desk

ProProfs Blog

This is the age of instant gratification and your business cannot survive if you fail to delight your customers with an instant resolution to their problems. Rise above your customers’ expectations, especially when it comes to customer service. There is no other way out.

Protecting Customer Data, Part 2: Top Internal Security Risk—Human Error

Contact Center Pipeline

Data protection systems and tools that are currently on the market offer robust protection against external cyber threats. For most businesses, though, the most significant security risk to a company’s data or systems comes from within—human error. Most (84%) C-suite leaders and just over half (51%) of small business owners cited employee negligence as their […]. Data security call center contact center data security social engineering

7 Top Sales Books (And Why You Should Read Them) [INFOGRAPHIC]


There is a lot of talk on the topic of sales. Everyone tries to find the best solution that will help them improve their sales skills. Some people choose courses, other mentoring but the most go on a hunt for the best sales book. Why is that? List of top sales books: Think and Grow Rich by Napoleon Hill. Steal Like an Artist by Austin Kleon. Jab, Jab, Jab, Right Hook by Gary Vaynerchuk. How To Win Friends & Influence People by Dale Carnegie. Little Red Book of Selling by Jeffrey Gitomer.

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