Sat.May 16, 2020 - Fri.May 22, 2020

Hosted VoIP vs Cloud VoIP vs VoIP PBX: What’s the difference?

FluentStream

Finding a new phone system for your business sounds easy enough, right? There are phones, and phone services, and companies that provide them. Boom, done. All of your work should be this easy, right? Well, slow your roll just a. Read More.

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The Value of Strong Customer Relationships

Satrix Solutions

Around the world, folks are beginning to emerge from isolation protections. Many are trying to do all they can to make successful business decisions in an unknown and complicated environment. People are anxious. They feel disconnected. And businesses are facing tough decisions.

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How to Train Remote Agents

UJET

Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience.

The Peace of Mind Call

ShepHyken

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Simple Guidance For Work From Home Call Control Skills

Myra Golden Media

The average business call lasts two minutes longer than it should. One of the top reasons calls get beyond employees’ control is they struggle to get a rambling or upset customer to cut to the point at the beginning of the conversation.

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Why This is a Great Time to Change Your Customer Habits

Beyond Philosophy

The world is somewhat depressing at the moment, but every cloud has a silver lining. On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers.

Amazing Business Radio: Jeff Nicholson

ShepHyken

Leading with Empathy. Revolutionizing Your Customer Service for an Uncertain Future. Shep Hyken interviews Jeff Nicholson of Pegasystems. They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience.

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If You Find COVID-19 Is Making Customers More Hostile, You’re Not Alone.

Myra Golden Media

As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate.

Helping Organizations Adapt and Respond to the COVID-19 Pandemic

Contact Center Pipeline

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with many questions, most of which are different from what your agents typically hear.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

TechSee recognized in Gartner Cool Vendors in CRM Customer Service and Support 2020 report for its significant advances in Computer Vision AI for customer service

TechSee

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

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Guest Post: How to Walk the Customer Experience Tightrope

ShepHyken

This week we feature an article by Tom Libretto, chief marketing officer at Pegasystems. He explains the importance of finding the right balance when providing the customer experience. For most of us, the idea of walking a tightrope with no safety net to break our fall would be our worst nightmare.

CX Leadership: Do You Have What It Takes?

GetFeedback

The traits, discipline, and knowledge that it takes to lead a successful customer experience program. Articles

Boost ROI by Enhancing Contact Center Agent Performance

Contact Center Pipeline

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of a key product in just two months.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Enhancing the product registration process with remote Visual Assistance

TechSee

Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company.

5 Top Customer Service Articles For the Week of May 18, 2020

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. Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? by Rachel Lane.

Why Do the Bad Guys Keep Winning?

ConvergeOne

Every 11 seconds, someone within the United States is infected with ransomware.

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On-Trend: At-home Agents

Contact Center Pipeline

You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as being trendy, which to my ear sounds like it’s less important than something that is on trend or trending.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

What is Proactive Customer Service and How to Implement It

HelpCrunch

Today customers expect more from companies than ever before. They decide between brands that invest in their needs and are committed to delivering the best service possible. Customers can afford to have the highest expectations [ … ].

Build a better employee experience with Talkdesk Workforce Engagement Management

Talkdesk

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Why is it so critical to the customer experience and operational efficiency in the contact center? Employee engagement is defined as the emotional investment employees make in their organizations.

How to Write Customer Service Representative Job Description [18 Descriptions & Titles]

ProProfs Blog

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. That’s quite a shocking revelation but something that every business owner wouldn’t like to experience.

How to Optimize Your Website (Explained Using a Real Example)

Joe Rawlinson

Optimizing your website is easier said than done. A lot of business owners are under the impression that all it involves is simply creating a visually-appealing site and then sitting back and waiting for results.

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AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

5 Reasons Why Customer Service Reporting is Important

Provide Support

The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog. Articles Best Practice Tips and Tricks customer experience customer service customer service reporting

Making champions out of doubters: Kindling for new ideas

Talkdesk

Secure buy-in from your colleagues and leaders to implement a new idea: Tactics and strategies from Clory Jackson, senior director of member experience at Clear. Getting help from the people you need to execute your idea can be challenging.

Hello Customer secures €6 million in new fundraising round with Senovo Capital and Peak Capital

Hello Customer

“More than ever businesses have to listen to their customers”. This is the official press communication concerning Hello Customer’s latest fundraising round.

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How to be a hero to your customers

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Heroism is a misunderstood concept.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

How to justify A CX program to your CEO

Lumoa

Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Feed generated with FetchRSS

Will the Pandemic Change Call Centers?

Fonolo

The coronavirus has altered the way that contact centers reach out to their customers and will undoubtedly change the way business is done in the future. Companies are having to rework their business models to manage costs and expenses. The Pandemic Has Already Changed Call Centers.

Supercharge Your Agent Workforce With These 8 Bots

Jacada

Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19.