Sat.Oct 06, 2018 - Fri.Oct 12, 2018

Best Practices in Social Callback – Use Cases


How fast can prospects or customers with questions get from your social media page to a customer support agent? If the answer isn’t, “with one click,” you’re not getting as much as you could be out of your social media presence or your call center.

How to Elevate Your Customer and Agent Experience

Contact Center Pipeline

The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations are growing as fast. It can be challenging to keep pace and keep everyone happy.

CRM 141

4 Best Practices To Incorporate Wellness In Your Workplace

Customer Service Life

This post was originally published on CallCenter Weekly. In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied.

The key to helping customers in a market that values empathy


Matching culture and language resolves customer needs faster. When the trend of U.S. businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs was paramount. Savings in the form of reduced labor costs were significant.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

How To Make Your Experience Convienent

Beyond Philosophy

What are the six strategies for making your experience convenient? Colin and Ryan interview Shep Hyken, Customer Service and Experience expert about his latest book “ The Convenience Revolution ‘ Shep reveals these strategies.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

More Trending

Trends in Healthcare… Some May Surprise You

Contact Center Pipeline

In June, I attended the Healthcare Call Center Times Conference in Pittsburgh. It is always a well-attended event with great speakers and attendees of the highest caliber. As evidenced by the conference, healthcare is among the fastest-growing contact center verticals in the market.

Are You Using This Powerful Sales Technique?

Beyond Philosophy

We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door.

Sales 244

Make a Promise, Keep It. Offer a Guarantee, Honor It.


The Pasta House Company is a local chain of Italian restaurants that have been around since 1974, since I was just a kid. On Monday nights they had – and still do have – an “All You Can Eat” special. I loved that. All the salad, pasta and garlic bread you could eat for one low price.

Taylor Reach to assist global currency leader in acquiring new telephony for contact centers

Taylor Reach Group

Taylor Reach assists currency investment firm in acquiring new telephony platform. The Taylor Reach Group, Inc., announces a new telephony project for a world leader in international currency exchange.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

QA in an Omnichannel World

Contact Center Pipeline

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be it voice, text, chat, social media or email.

4 Best Practices To Incorporate Wellness In Your Contact Center

Call Center Weekly

In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But, let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves.

Amazing Business Radio: Sean McDade


Listen To Your Customers… Or Die. How to Turn Customer Feedback Into Gold. Shep Hyken sits down with Sean McDade.

20 Strategies for Creating a Seamless Customer Service Experience

Relay Blog

The first goal of customer service is to make a customer’s experience with your business. The post 20 Strategies for Creating a Seamless Customer Service Experience appeared first on Relay. Support customer experience service strategies tactics

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

Customer Self-Service and the Role of Cloud Contact Centers

Win the Customer

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. .

Real-Time Translation isn’t Sci-Fi Anymore — and Businesses are Using It


Ever wish you could use a universal translator like the one from Star Trek to seamlessly communicate in a foreign language? Good news: Real-time translation has already arrived. Now equipped with polyglot powers, companies can communicate with any lifeform no matter where they choose to boldly go. Here’s how businesses are using this technology to […]. The post Real-Time Translation isn’t Sci-Fi Anymore — and Businesses are Using It appeared first on Nexmo.

APIs 139

Guest Blog: What Time Does Amazon Close?


This week we feature an article by Chip Bell who writes about the importance of being easily accessible and convenient for your customers to do business with you. – Shep Hyken. I arrived at my river house in the North Georgia mountains late on a Friday night for a getaway weekend.

The 9 Best Ways to Win Back an Upset Customer

Steve DiGioia

when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

The Top Advanced Reports to Look at in Google Analytics

CallSource Insights

Consistently improve your marketing with essential data. The best reports exist to answer a specific question tied to your marketing.

Still Struggling with Employee Retention? It’s Time to Get in the Game

Noble Systems

Industry stats on employee turnover and the actual cost to businesses are scary. According to Deloitte Analyst Josh Bersin, some industries, including detail, customer service and hospitality, are now seeing turnover rates between 30-40%.

5 Top Customer Service Articles for the Week of October 8, 2018


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.

Get Your First 100 Customers Faster with Live Chat

ProProfs Blog

First 100 customers. Sounds like an easy target? But, is it so? According to a study by Bureau of Labor Statistics , only 4% startups make it to the second year, 3% to the third year; 9% crawl upto fourth year and only 3% cross their wooden year (fifth anniversary).

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

How to Drive Brand Advocacy with Your Net Promoter Score (NPS) Survey


In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”.

[Infographic] Leverage an emerging workforce for call center talent


“The only limit to our realization of tomorrow will be our doubts of today.” ” – Franklin D. Roosevelt. To attract top talent, you need to think like top talent.

5 Ways BPO Expands Your Business Reach


Businesses seeking to expand their customer base often find that strengthening their relationship with a BPO contact center is the savvy solution for engaging potential leads, tapping into new markets and consolidating operations.

When emotions run high, the “cooler head” may be made of silicone


OCTOBER 10, 2018 I admit it. I can be pretty. Read more » The post When emotions run high, the “cooler head” may be made of silicone appeared first on Interactions Resource Center. Customer Care

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

One Thing You Need to Know About Young Employees

Toister Performance Solutions

Note: This post originally appeared on LinkedIn. Customer service leaders often grouse about their young employees. They refer to them as "kids," meaning these employees are still in high school, working through college, or are recent college graduates.

Why You Should Keep Your Head in the Clouds


It’s become obvious that cloud solutions are no longer just an element of the future. Many organizations are realizing that with its maturity the potential drawbacks have disappeared. Security is robust, integration with third-party solutions is seamless and reliability is a given.

Ansafone Earns SOC 2 Certification


OCALA, FL (Oct. 1, 2018) – Ansafone, a U.S. based outsourced Contact Center has earned SOC 2 certifications for both the Ocala, FL and Santa Ana, CA locations.

How Aircall + Front Helped Home Club Win True Customer Trust


Technology has made it easier than ever to list or book a homestay experience. But these more intimate accommodations also require more trust than a traditional hotel transaction.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.