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.

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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.

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.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

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.

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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.

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.

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Penny Reynolds Leads Seminar on Supervisor Performance with Call Center Coach

Call Center Coach

There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry.

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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).

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.

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.

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

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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

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.

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.

What is a Deal Desk and How Can it Improve Sales Efficiency?


If there’s one word fast-growing companies need to consider above all else, it’s “ fit.”. Which use cases match your product best? Who does your product aim to help in the short term? What types of customers do you want to attract in the long term?

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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.

[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.

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.

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 Motivate Your Support Team to Improve Customer Relations

Bright Pattern

The phrase, “As you sow, so shall you reap,” is a lesson to be learned by anyone and everyone who wants to be happy. Especially for those who want to keep their customers delighted, this phrase should be the holy grail. Improved Customer Relations


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.

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%.

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.

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 We Train Our Call Center Agents for Long-term Success

Transparent BPO

This post is the second in a 2-part series by Pat Ricken, Director of Training, QA, and Leadership Development, on our process for call center agent training. You can view part 1 here. Too often, contact centers only conduct agent training on the front-end.

Level Up Your VoC Program

CX Accelerator

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process.

How to Move Your Organization Toward Customer Obsession


“Customer obsession is the compass guiding us to the future.” Brad Smith, Intuit CEO. Why isn’t Intuit dead yet?”