Sat.Jun 01, 2019 - Fri.Jun 07, 2019

Break Down the Silos in your Contact Center: Rally your Agents around a Common Purpose and Keep them Engaged

SharpenCX

When I lived in Chattanooga, Tennessee, I once watched a rowing team make their way down the Tennessee River. They moved in perfectly synchronized motion, speeding down the river in a straight line. They were a well-oiled machine, each person. Read More.

Cautious Optimism… Taking Ownership of Communication

Contact Center Pipeline

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or failure” (TheFreeDictionary.com). I had an interesting experience when I called my insurer the other day.

Build a Customer Service Survey That Will Engage Your Customers

GetFeedback

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys.

Walking In Your Customer’s Shoes

ShepHyken

You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities.

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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.

The Agent Churn Cycle: Why It Happens and How to Prevent It

Callminer

Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%.

More Trending

9 Essential Tips for Winning at Customer Success

ProProfs Blog

Technology has changed communication norms for good. With ongoing technological developments, a new term is born: Globalism. Thanks to its combination with the internet, there are no limits for communication.

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Guest Blog: Connect With Your Customers & Watch Your Business Grow

ShepHyken

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere.

Contact Center Pipeline Magazine: Inside Our June 2019 Issue

Contact Center Pipeline

We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical.

Happy Employees Make Happy Customers

Beyond Philosophy

Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical.

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.

Making the Most of the Customer Renewal Process

Totango

Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the brain are activated when a customer sees a brand they like.

Amazing Business Radio: Jamie Gilpin

ShepHyken

Social Media and the Customer Journey. Human Connections Through a Digital Platform. Shep Hyken interviews Jamie Gilpin. They discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey.

Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Contact Center Pipeline

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that is exponentially increasing the ways the voice of the customer (VoC) can reach you.

What is Rich Communication Services (RCS)

UJET

According to research from GfK MRI , 68% of consumers - and more than 83% of millennials - said that they text more than they talk on their smartphones. Consumers use Facebook Messenger, Whatsapp, KakaoTalk, Line, WeChat, and more to chat with family and friends.

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 Voice of Customer and How Can You Leverage It?

Totango

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier.

5 Top Customer Service Articles for the Week of June 3, 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. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk.

New Section 1557 Revisions in the Works That Could Affect Language Access

Certified Languages International

6 Email Management Tips That Can Increase Your Productivity By 90%

ProProfs Blog

Email is still a crucial channel to master if you want to be successful. Brands have been sending more emails than ever, and marketers consider emails to be among the most effective online communication channels.

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.

Product Updates | June 2nd, 2019

Totango

All spring the Totango product team has been working hard on building features that make it easier than ever to get data into Spark, and once it’s in, keep it safe.

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How Much Does a Business VoIP Phone System Actually Cost?

aircall

Talk is cheap, but communication is priceless. A reliable way to interact with customers, clients, and prospects is vital to running a business. Which makes picking the right phone system a critical choice for your company’s success.

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How to Improve Customer Experience with Content Marketing

GetFeedback

Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In order to achieve that though, it is important to make sure that you are providing your customers with the best services possible.

The State of WFM in 2019. Where do you stand?

The Call Center School

Workforce management in contact centers, with the aim of creating the best possible fit between the forecasted workload and the amount of employees scheduled, is constantly changing.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

7 Secrets to Business Growth from Leading Global Brands

C3Centricity

Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace.

Customer Satisfaction With Contact Centers Down, New Report Says

Transparent BPO

Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years.

Call center training time comes down with these 7 technologies

TechSee

Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Dynamic Call Routing With ACD Queues on VirtualPBX Advanced

VirtualPBX

Midsize and large business are labeled as such because of their product output and number of employees. They could also be labeled that way because of their inbound call volume, which is why we offer dynamic call routing through ACD Queues on our VirtualPBX Advanced plan.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.

Service NSW Tops My Worldwide XM Tour

Customer Experience Matters

I’m on my way back from Australia; the end to a very long, but wonderful road trip.

How to Work With a Coworker You Just Don’t Get Along With

Nicereply

Take control of the situation by understanding where your feelings are coming from, focusing on your reactions, being kind, and seeking help. For the most part, your job is great. You enjoy the work you do and you feel like you contribute value most days.

Increasing Parent Engagement with FreshGrade Next

FreshGrade

We are pleased to announce some very exciting updates coming soon to FreshGrade. These updates include easy workflows, an improved gradebook, new parent and student functionality, and so much more!