Sat.Oct 13, 2018 - Fri.Oct 19, 2018

The Benefits of Partnering with a Blended Contact Center

ChaseData

When you choose a specialized agency to provide call center services to your organization, you have several choices. Aside from which agency to go with, you often have the options of inbound call services, outbound services, and those that combine each of these into a single facility.

Compare and Contrast: Power Dialers Vs. Predictive Dialers

aircall

Business has changed. Advances in computing technology have made almost everything quantifiable, measurable, and therefore actionable. And traditional communication tools, like the phone, are no exception.

CRM 90

Cloud-based KM Addresses Painful Contact Center Problems

Strategic Contact

Here’s the scene: It’s the busiest hour of the busiest day. With beefed up self-service through online and mobile applications, customers take care of the easy stuff on their own and reach out to agents when they can’t find what they need.

ALERT: Leadership Training for Supervisors Is Being Disrupted

Call Center Coach

Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this age of disruption that we live in.

Morale 259

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.

Don’t Ignore the Economics of Your Contact Center

Contact Center Pipeline

Fair warning: Reading this article could be painful for you. Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful.

3 Keys to a Fantastic Customer Interaction: Swiftness, Friendliness, and Knowledge

Myra Golden Media

I made a support call to a company yesterday because I was stuck in a loop on an application. I’m glad I called because the representative gave me such a great experience that I found myself smiling and thinking, “She’s good. Really good.”

More Trending

An often unseen yet vital customer experience element

Call Center Coach

Can you hear me? Can you see me? Is it your problem or my problem? Is anyone willing to own the problem? Well, without any visibility into your contact center’s network performance, your answer is a resounding and overwhelming…NO!

Call Centers are the Front Line of Customer Service

inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

5 New Thoughts About Work-Life Balance That Will Turn Your World Right Side Up

Myra Golden Media

It’s rare that I don’t write to you about customer service issues. But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional.

Travel 148

You Can’t Afford NOT to Pursue Knowledge Management

Contact Center Pipeline

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle times Improve First-Contact Resolution (FCR) rate, and with it, the customer experience Enable agents to handle increasingly diverse and complex contacts without extensive training and specialization Contact center leadership understands the […].

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.

Three Lessons from Apple on How to Amaze Your Customers

ShepHyken

There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies.

What To Look For in a Call Center

Ansafone

As more businesses discover the varied benefits of business process outsourcing to strengthen their customer engagement strategies, it is becoming increasingly important to select the right provider to help you become more competitive in the marketplace.

3 Leadership Buzzwords that Exist for the Best Reasons

360Connext

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree.

Global contractor network enlists Taylor Reach in new telephony acquisition

Taylor Reach Group

Taylor Reach helps global contractor network revitalize telephony for contact centers. A global leader in contract resource management has enlisted the aid of The Taylor Reach Group, Inc. Taylor Reach) in acquiring a new telephony platform for their offices and contact centers around the world.

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.

Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service?

ShepHyken

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Introduction: AI in CX. _.

Bridging the Customer Experience Perception Gap

Call Center Weekly

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales.

Five Tips to Recharge Your Net Promoter Score Program

Satrix Solutions

Budget season and annual planning is here again. That means you are likely evaluating the progress you’ve made over the past year and whether you’ve realized expected outcomes. Now is also the time when many company leaders assess their Net Promoter Score program.

What is call back software?

VHT

Call back software was invented in the 1990s to “hold callers’ place in line,” giving them the choice of either being called back as soon as a customer service agent is free or scheduling the return call at whatever time is most convenient for the caller.

Your Complete Customer Engagement Handbook

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

Amazing Business Radio: Keith Alper

ShepHyken

From Like to Love. Inspiring emotional commitment from employees and customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace.

Time for Manufacturers to Retool their Communications

8x8

This post is part of a series focused on the manufacturing industry highlighting emerging trends affecting the employee and customer experience. The manufacturing industry is on a tear.

Forbes Names 24-7 Intouch A Top Employer for New Grads

24-7 InTouch

We’ve been listed as one of the top employers for new graduates by Forbes

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What the Gig Economy Really Is

Aspect

The term “Gig Economy” is used to describe many changing attitudes, standards and preferences in the way people work.

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.

5 Top Customer Service Articles for the Week of October 15, 2018

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. .

How Other People Sell Your Product

Beyond Philosophy

“If all of your friends jumped off a cliff, would you do it, too?”. Who hasn’t heard that one before? We all know the evils of peer pressure from our parents, teachers or, in my case, the authorities. But what if I told you peer pressure could be great for your Customer Experience?

Customer Experience Mapping: Empathy Maps

Interactions

OCTOBER 17, 2018 As brands try to differentiate on customer. Read more » The post Customer Experience Mapping: Empathy Maps appeared first on Interactions Resource Center. Customer Care

3 Ways to do More with Customer Experience Personalization

Comm100

Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease of use, innovation, and speed are just a few – companies should be paying more attention to consistency and personalization.

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.

Boost Productivity with the “Right” Contact Center KPIs and Gamification

Noble Systems

Improving contact center agent productivity can have a major impact on bottom-line results. But, how do you accurately assess productivity? What Key Performance Indicators ( KPIs ) are most important to track and appropriately measure productivity gains?

Confidence: The Overlooked (But Vital) Agent Trait

Monet Software

What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is an entry-level position at many businesses, it’s not something found on all resumes.

Outsourcing Your Contact Center Services Can Enhance Customer Experience

Ansafone

As businesses look for new ways to drive value and reduce costs, outsourcing contact center services to BPO providers is becoming a key way to gain a competitive advantage.

3 Questions That Get to the Heart of Employee Engagement

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Nicky placed the couple's drink order in front of them.

How to Create an Exceptional Customer Experience

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