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


It’s Your Fault


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.

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!

A Practical Guide To Evoke Emotions In Customers

Beyond Philosophy

How Customer-Facing People Should Evoke Emotions in Customers. I have always thought that talking about how to do something was important, but not as important as actually doing something. I feel so strongly about this idea that I named my company after it.

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


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.

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.

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


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.

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.

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?


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.

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.

Why Customer Success is Important in the Modern Age


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.

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.

21 Tactical Tips to Uncover Real Customer Insights (Fast)


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


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.

The Agent Experience is Key to Improving the Customer Experience


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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Customer Success and Sales: How They Work Together


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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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.

5 Ways to Improve Customer Loyalty and Skyrocket Sales

Return Customer

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more?

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How Customer Service is Being Ruined by Toxic Coworkers

Toister Performance Solutions

My favorite local coffee shop took a turn for the worse a few years ago. A new barista was hired who was rude and abrupt with customers. She made frequent mistakes that caused extra work for her coworkers and created unnecessary service failures.

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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Winning with gamification in the contact center

TELUS International

People and Culture

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.

Demystifying Artificial Intelligence (AI): Natural Language Processing


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.

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.

7 Qualities of a Successful Call Center Agent


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.

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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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.

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


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.

What is Contact Center as a Service (CCaaS)?


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.

WRAPped up in marketing with EVC Marketing


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.