Sat.Nov 02, 2019 - Fri.Nov 08, 2019

How to Choose the Best Data Visualization Tools

Callminer

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests.

The Impact of Attendance Management on Call Center Productivity

ChaseData

What is attendance management? This is a concept that has largely evolved over the last few years to mean something very different than it originally did.

Guest Blog: Culture Starts at the Top

ShepHyken

This week we feature an article by Liliana Petrova who writes about how important the leader’s role is in the culture of an organization. Leadership sets the tone. They are the role models for the rest of the employees.

How to Best Implement Modern Workforce Engagement Management Solutions in Your Call Center

Monet Software

Contact center employees face a number of challenges during their workday. These challenges can contribute to high turnover and employee disengagement, causing your employees to become indifferent to the company, withholding their best ideas and efforts.

Conquering CX in the World of Technology

Speaker: Stacy Sherman, Head of Customer Experience and Culture Transformation

We are in the midst of a technological boom. New technology is being released every year and both employees and customers must adapt to the latest trends. It’s important that organizations are aware of what is available and what will be best for a successful customer experience. Join us for an insightful webinar with Stacy Sherman, where she will provide information on how current technology trends such as sending alerts and notifications can go a long way in improving customer experience and customer loyalty.

How to Identify At-Risk Customers and What to Do About it

Totango

In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing.

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What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)

BlueOcean

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways.

How To Analyze Outsourcing Costs

Ansafone

As a business owner, looking for ways to keep overhead costs low while still growing your business is a main priority. One way companies can save money while increasing efficiency and productivity is by exploring call center outsourcing and costs.

The Future of Brand Building is Customer Centricity

C3Centricity

Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies.

Is Your Contact Center a Fantasyland… Or Not?

Contact Center Pipeline

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently visited Disney World and among his tales of the trip was an expressed enthusiasm for Fantasyland. As I listened to my friend’s story I was reminded of a speech I delivered […].

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.

7 Speech Analytics Mistakes That Can Cost You Big

Call Center Coach

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking.

The State of Voice of the Customer (VoC) for B2B Companies

GetFeedback

Voice of the Customer (VoC) programs have been emerging across the board in the last few years. But have they been thriving? Bob Thompson of CustomerThink doesn’t believe so. .

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Serious About Customer Success? Your CRM is Not Enough!

ChurnZero

Serious About Customer Success? Your CRM is Not Enough! Blog Author: Alexander Weihmann. The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers.

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The Magic Question

ShepHyken

What I’m about to share with you is a simple question to ask your customers—and even your employees—that will help you meet, and even exceed their expectations. This question is about success, for both you and your customers. First, a little background.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

The Recession is Coming; Will You Be Prepared?

Beyond Philosophy

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. .

Five Customer Service Strategies That Win

TeamSupport

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support.

How the Best Retailers Rely on Smart Employees

Toister Performance Solutions

"Thanks for coming in today and checking us out!" This was my first introduction to an Amazon bookstore. It was a very un-Amazon experience. The idea of being in a physical bookstore owned by Amazon was a bit strange. Interacting with a real Amazon employee was even more unusual.

4 Customer Success questions you need to ask yourself

JustCall

Selling is not enough. You need to be in constant touch with your customers to ensure that they are having a seamless experience with your product or service continuously. That is how business in the SaaS world works. You cannot forget about your customers once they have started using your product.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How to Write to Customers

CSM Magazine

As a customer service representative, you need a lot of patience to deal with the huge amount of responses you send each day. Every response you send matters because your email has an impact on how the customer views your company.

What Does a Great Customer Experience Look Like?

Connect Managed

Meeting and exceeding customer expectations has always been a key factor that distinguishes growing, successful businesses from those that struggle to thrive.

5 Top Customer Service Articles for the Week of November 4, 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. Gypsy and Your Customers Expect Kindness by Chip Bell.

What Affects Customers Perception of Price?

Beyond Philosophy

People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Contact Center Pipeline Magazine: Inside Our November 2019 Issue

Contact Center Pipeline

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m excited to see our evolution and our plans for 2020. Please take a few minutes and share your insights.

5 Leading Augmented Reality enterprise use cases

TechSee

Augmented Reality (AR) is fast becoming an accepted part of our lives. A recent survey indicates that more than 68 million people are already using AR, and that number is expected to grow to 85 million by 2021.

Most Popular and Powerful Combination for Your Contact Center Today: Salesforce + CXone

NICE inContact

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place.

It’s Time to Clean Up Your Data

Strategic Contact

Contact centers are awash in data. But let’s break this big bucket of data into two chunks: one about customers, and a second one about their interactions and how they are handled. In order to serve customers, centers need good, complete, up-to-date data about them.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How do you measure risk?

TRUSTID

How does your contact center determine if a call is high risk or low risk? Is your process automatic or manual? Is it instantaneous or does it take a few minutes of each call?

NameShouts lets you pronounce names in these major languages!

NameShouts

There are a lot of names in the world. And our goal at NameShouts is to make sure you can pronounce the names you need in their original languages. But where do we get started when looking for new names to add? There are, of course, the requested names from our users.

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Doing the basics in your contact center – uncommonly well!

Robert Davis

By Brad Baumunk , President and COO, Robert C. Davis and Associates. One of my favorite quotes is by John D. Rockefeller – “The secret to success is to do the common things uncommonly well.”. The outline below of Robert C.