Sat.Jul 20, 2019 - Fri.Jul 26, 2019

Chat Etiquette for Customer Service: 11 Tips to Boost Customer Satisfaction

ProProfs Blog

Why do people love certain brands? A lot of the times it has something to do with the friendliness of their customer services department.

5 Tips for Managing Multiple Customers

CSM Magazine

One of the most frequent challenges frontline employees face is when they find themselves dealing with one customer in front of them, another on the phone, while a third arrives with just a quick question.

Try Omnichannel… Again

Contact Center Pipeline

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in handy right about now! Omnichannel (OC) is not new, or untried, but it is still an elusive goal for most centers. We are in at least the second generation or naming convention.

It’s Your Fault

ShepHyken

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment.

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.

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents.

More Trending

Say Goodbye to Agent Turnover, Not Your Agents

Contact Center Pipeline

If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into building a skilled employee, they gain experience and become valuable, and then they leave.

5 Top Customer Service Articles for the Week of July 22, 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. 8 Tips for Improving Social Media Customer Service by Fara Haron.

POS System Support in the Cashless Society

TechSee

It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. The point of sale (POS) is the most critical stage of the customer journey.

Facebook Fines: Is Their Culture To Blame?

Beyond Philosophy

Can We Trust Facebook? Upon reflection of Facebook’s latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. After all, the social media platform hasn’t exactly been keeping our private information under lock and key.

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.

On-Demand Is in Demand: Online Talent Platforms Are Shaping the Future of Work

Contact Center Pipeline

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules.

Guest Blog: How to Make Effective Customer Experience Strategies for a Software Development Company?

ShepHyken

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy.

Why Customer Success is Important in the Modern Age

Totango

Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems.

Can We Trust Facebook?

Beyond Philosophy

Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was.

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.

21 Tactical Tips to Uncover Real Customer Insights (Fast)

Nextiva

In 2019, retaining customers is not about witty marketing or clever sales tactics. To be successful, you have to take a step back and design an amazing customer service experience. You have to be able to delight the customer from the very first touchpoint with your brand.

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Amazing Business Radio: John Brandt

ShepHyken

The Trap of “Nincompoopery” in Business and CX. Forging Real Relationships with Your Customers to Deliver Excellent Customer Service. Shep Hyken interviews John R. Brandt. They discuss his new book, Nincompoopery: Why Your Customers Hate You—and How to Fix It , and how to go from being a “nincompoop” to creating an exceptional customer experience. The Interview with John Brandt: There’s often a disconnect between organization leaders and customers.

Customer Success and Sales: How They Work Together

Totango

What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business.

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The Agent Experience is Key to Improving the Customer Experience

Talkdesk

One of the biggest challenges contact centers face is agent morale. Most managers struggle with high rates of absenteeism and turnover, whose costs hit a company’s bottom and top lines.

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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.

Welcome, Bulldog Solutions!

Hero Digital

The wave of change in B2B customer experience is coming. B2C brands have discovered the demand for human-centered products and marketing, and now it’s time for B2B companies to realize that people are also behind their user journeys.

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The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? Huge investments? Lots of additional resources? Think again. Adding AI actually doesn’t require a big investment or big changes to deliver a big return.

What is Contact Center as a Service (CCaaS)?

UJET

Traditional call centers typically host all of its hardware and software on-site. This meant necessary hardware such as computers, servers, and all the infrastructure needs had to be stored and used at a central location. Agents would come into work and sit at a workstation to address support issues.

[Infographic] How to Run a Voice of the Customer Program

GetFeedback

A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company. . It’s the heartbeat of any customer experience (CX) program. In fact, brands can’t meet or exceed expectations without having an established VoC program in place.

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 Qualities of a Successful Call Center Agent

Avoxi

Whether you want to become the best call center agent you can be, or you want to make a new hire based on the top skills and abilities a great call center agent needs, having the right people on your team saves you time and money.

Group Demos: Confessions From Both Sides of The Table

Guru

“Let’s just give everyone a few more minutes.” It’s 9:02 am, and the words hang in the air as both sides of the group demo finish getting into character. sales enablement

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How to Follow-up with Customers Like a Pro

Toister Performance Solutions

Follow-up can be the difference between relationship-driven service or a mere transaction. A Customer Service Tip of the Week subscriber recently emailed to tell me she had stopped receiving the weekly tips.

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Call Journey and nGUVU to change business landscape with innovative gamification technology

Call Journey

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. nGUVU is the global leader in contact center employee engagement.

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.

Demystifying Artificial Intelligence (AI): Natural Language Processing

ConvergeOne

Artificial intelligence (AI) is a hot topic right now. Unfortunately, when a topic is hot, I find that many people throw around the term without really having a good understanding of its details. That’s where our teams within ConvergeOne kick into gear, working to understand those details.

WRAPped up in marketing with EVC Marketing

Customercount

Emily Collins from EVC Marketing is WRAP's digital marketing expert with over 25 years' experience working in the timeshare and hospitality market. Continue reading → The post WRAPped up in marketing with EVC Marketing appeared first on CustomerCount.

Why WhatsApp Is the Next Digital Customer Service Channel You Need

NICE inContact

With more than 1.5 billion active users, WhatsApp has more user adoption and growth than any other app. It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers. 65 billion messages are exchanged on WhatsApp daily, the number of these messages concerned with customer service is on the rise.