Sat.Dec 14, 2019 - Fri.Dec 20, 2019

Key Contact Center Trends to Watch for in 2020

Upstream Works

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon.

Improving Customer Retention: Synergy Between Marketing, Sales, and Customer Service

CrazyCall

In this day and age, companies implement all sorts of tactics to leverage their offerings above the competition. However, as elaborate as some of them seem, it’s really not all that complicated.

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It’s Time to Get More Out of Data

Contact Center Pipeline

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the company, customers or agents.

The Contact Center Workforce Manager Skills Series

The Call Center School

Part 3: Intraday Management Skills. If you’ve been following along in this series you know the skills required to produce an accurate forecast and optimized schedules , but without effective intraday management your efforts towards these first two steps of the WFM process will be lost.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

How Most People Get It Wrong When Giving Customers Bad News

Myra Golden Media

My husband and I were sitting at the big boardroom table at the closing office. We’d just sold our first home, and we were now closing on our new home. We thought we were in great shape, but, something went wrong. The bank didn’t transfer the money for the purchase of our new home.

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Guest Blog: Why Customer Experience Is Essential to Your Bottom Line

ShepHyken

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit.

Call Center Statistics You Should Know

Callminer

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous.

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)

ShepHyken

Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading my recent Forbes article.

Utility Customer Experience: Why Suppliers Need to Make it Effortless

TechSee

The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

How to Answer the Phone at Work (Professionally and Creatively)

VirtualPBX

This week’s blog will take a look at an often-requested topic of discussion: how to answer the phone at work. Of course, there are many approaches to the practice – ranging from professional to Buddy the Elf (who we admire for his creativity and expeditious approach to office procedures).

20+ Important Strategic Customer Service Objectives

ProProfs Blog

If you can’t measure it, you can’t improve it. William Thomson , Lord Kelvin. Read, absorb this quote and let’s answer a question-.

How to Properly Use Automated Phone Technology in Customer Support

TeamSupport

Automated phone technology, such as interactive voice response (IVR) menus, can save businesses time and money on customer support. These solutions route callers to the right people without the help of a human operator.

Contact Center Technology Trends That Will Boom In 2020

Ameyo

The aim of any business is to acquire more customers and deliver exceptional customer service. But, without a sound strategy and technological transformation, your business will hit a dead-end and there’s no turning back once you start losing your customers to the competition!

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Time to Value: Customer Success Best Practices to Help Your Customers Grow

Totango

Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers.

The Importance of Customer Feedback for the Food Industry

GetFeedback

Having a great restaurant and serving great food at competitive prices is no longer enough. Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them.

 What is Active Listening?

Ansafone

Active listening is the foundation for any customer service interaction. Each call that comes in is a real person looking for guidance or a solution to a problem, so active listening is critical to make that person feel heard, understood and served.

Hiring the best in customer service

TELUS International

People and Culture

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

Why we should talk about the Right Experience

Hello Customer

Customer Experience Featured CX & Business Strategy

5 Top Customer Service Articles for the Week of December 16, 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.

Fully Utilize Start, Stop, Continue to Improve Your Customer Experience

Myra Golden Media

One of the tools I use to improve the customer experience with my clients immediately is Start, Stop, Continue. I gather a team together and ask them what we need to Start, Stop, and Continue to do with the customer experience.

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.

Analytics Coming of Age

Contact Center Pipeline

According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached an important stage of development and is accepted.

How to Be a Better Retail Customer During the Holidays

Steve DiGioia

The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays.

Amazing Business Radio: Rupesh Patel

ShepHyken

The Hospitality Mentality. Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. Shep Hyken interviews Rupesh Patel.

What is Important in 2020?

Beyond Philosophy

What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” ” Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.