Sat.Aug 03, 2019 - Fri.Aug 09, 2019

Four Ways to Attract and Retain Millennial Agents

Contact Center Pipeline

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than one in three members of the American workforce are millennials, making them the largest generation in the U.S.

The Keys to Developing Dynamic Call Center Scripts

Ansafone

Call center scripts are a central component of employee training and evaluation programs in the contact center industry. When crafted correctly, these guided outlines support efficient call flows and standardize customer service experiences. They reduce employee onboarding and average handle times.

How to Win New Customers With Better Experiences – Part 1

Kayako

Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like.

5 strategies to enhance proactive customer service

Etech GS

Proactive customer service is about foreseeing client needs and meeting them before they have to ask. This type of service is also aimed at increasing retention rates while boosting performance. Unfortunately, many companies do not employ proactive strategies.

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 today, and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics!

From Checklists to Competencies: Transforming Quality in the Contact Center

Transparent BPO

Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern.

More Trending

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

Call Center Coach

They may be considered sleek and some would even say sexy. But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week.

Why Some Friction In Your Experience Is Good

Beyond Philosophy

Why Some Friction is Good. We owe you an apology. Even though the lawyers say we shouldn’t say this, we feel we might have misled you on the subject of friction in your Customer Experience strategy. We have been telling you to make your experience as easy as possible, and you should.

The Miracle Of Visualizing, Planning, And Executing Your Best Customer Experience Yet – Through Quality Monitoring

Myra Golden Media

Twelve years ago, I created a vision board. On it, I had a specific vehicle, a goal of annual family vacations, antique office furniture, a whole new backyard, including patio furniture, and a playground for my kids, and a few other coveted things. I manifested every image I tacked on my board.

Guest Blog: Converting Customers To Die Hard Fans

ShepHyken

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on?

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.

Beware… Five Signals of Customer Care Burnout!

Contact Center Pipeline

Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints escalate? Do bad moods and negativity dominate the contact center? If this is happening, your culprit may be BURNOUT.

The Secret Of CX Measurement

Beyond Philosophy

Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success.

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions.

Amazing Business Radio: Jeff Gothelf

ShepHyken

“Sense and Respond” Culture. Building a Culture of Creative Response to Customer Need. Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Moral Leadership in the Contact Center

Contact Center Pipeline

Morale 141

4 Ways Agents Can Help Create the Ideal Customer Journey Map

TechSee

What are the Benefits of Customer-Centricity?

Totango

Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers.

5 Top Customer Service Articles for the Week of August 5, 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.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Why an Omnichannel Experience is Critical for Modern Contact Centers

Talkdesk

Today’s customers expect a highly personal experience from every brand they do business with, regardless of how they connect. Whether via phone, chat or web, customers expect the system or human agent to know everything about their current and past relationship with the organization.

Mobile-focused Customer Support: Why It’s Important and Where to Begin

UJET

Look Beyond The Web: 7 Ways To Promote Your Small Business Offline

Joe Rawlinson

While smartphones and screens of various sizes permeate our lives, it can actually be detrimental to think that all of your business marketing needs to be digital. By relying entirely on social media and online search results, you’re limiting a huge potential to reach your consumers.

Introducing GetFeedback for Field Service Lightning

GetFeedback

Get visibility into the onsite service experience and take immediate action to improve your field service operations. We’ve all experienced the dreaded four-hour window waiting for cable service installation.

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 to Create Successful Customer Service Stories: 9 Inspirations to do it Right

ProProfs Blog

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer.

Solving spoofing and virtualization problems

TRUSTID

Along with authenticating every call that comes into your contact center, your organizations has to continually contend with two areas that can pose serious risks to your customers and business assets — spoofing and virtualization.

How to Be a Better Customer Service Leader

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. Imagine you could develop a customer-focused culture.

Transform Citizen Connections with Cloud

NICE inContact

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Leadership Presence: 8 Strategies for Making Your Voice Heard

Nicereply

Understanding how you are perceived – and how you can change that – is key to building trust as a leader.

Web Phone 2.0 is Here!

VirtualPBX

A staple of our Dash Business Phone System has received a major upgrade. Web Phone 2.0 is here and ready for use in your favorite WebRTC-capable browser. Our Dash customers can use Web Phone immediately by visiting the login page.

Influential Women in CX: Silvia Veronese Brings Both Technical and Business Expertise to Customer Success

Squelch

This month we are continuing our Influential Women in CX series with a two-part feature on Silvia Veronese.