Sat.Jul 27, 2019 - Fri.Aug 02, 2019

Call Center Training Best Practices

Avoxi

Call center agent training is one of the most researched topics when it comes to customer experience. However, managers still have huge problems identifying the best call center agent training techniques for their teams.

The Customer-Free Zone

ShepHyken

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12 Canned Response Examples to Save Yourself Lots of Time

HelpCrunch

Use these 12 omni-purpose examples of customer support canned responses and see how much time you'll save yourself. The post 12 Canned Response Examples to Save Yourself Lots of Time appeared first on HelpCrunch blog. Customer service Live Chat

The Critical Skills that All Customer-Facing Teams Must Have

Beyond Philosophy

When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Continuum Global Services: Launching A New Contact Center Industry Brand

Contact Center Pipeline

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.

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3 Things I Know For Sure Motivate Customer Service Employees

Myra Golden Media

We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not.

The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing.

Top 5 Posts in July

Contact Center Pipeline

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some of the insightful content published on the Pipeline blog, the following is a list of the five most popular posts in July.

Guest Blog: The Importance of First Impressions in Customer Service

ShepHyken

This week we feature an article by Ujebardha Bekolli who writes about the importance of the first impression. Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. The importance of first impressions.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Enhance Your De-escalation Skills During Your Lunch Break!

Myra Golden Media

How to Handle Difficult Customers (with a focus on de-escalation). Training Length: 30 minutes, with knowledge checks. Thanks to the Internet and social media, customers are savvier now than ever before.

NEW Ways to Supercharge Contact Center FCR and AHT Performance

Call Center Coach

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic.

Contact Center Pipeline Magazine: Inside Our August 2019 Issue

Contact Center Pipeline

It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center Pipeline is on it!! If not, now is a great time to sign up. We would love to go to the pool […].

Amazing Business Radio: Josh Ginsberg

ShepHyken

Crisis Management in the Customer Experience. How to Take Care of Your Customers When Things Go Wrong. Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

How Merely Asking Yourself, “What Else?” Will Transform Your Customer Experience

Myra Golden Media

My daughter and I were exploring supplements at Whole Foods on Saturday. I’d grabbed Matcha powder, MCT oil, and ground flaxseed.

How Computer Vision Applications are Changing the World

TechSee

Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.”

The Significance of Office Politics on CX—and Your Career

Beyond Philosophy

I used to work in corporate life. I managed to get up to a senior position. When people asked what I did, I used to say, “I play chess.”. I was joking, of course. The truth is I spent my day on company politics. My guess is a lot of you do, too.

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5 Key Technologies for the Future of Digital Customer Service

NICE inContact

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows.

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.

Customer Experience vs Customer Success: What’s the Difference?

Totango

Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your luggage, passing through security, and boarding the plane?

Newest MindTouch Analytics Provide Better Performance Metrics for Knowledge Management Teams

Mindtouch

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. Beyond the rich data MindTouch already captures around content value, customers wanted to see the why and how behind the health of their knowledge bases.

7 Measurable Customer Service KPIs to Evaluate Your Team

HelpCrunch

By applying proper customer service KPIs, you can always be sure you're on the right track. So, which ones are the right? The post 7 Measurable Customer Service KPIs to Evaluate Your Team appeared first on HelpCrunch blog. Customer service

What names are you searching for on NameShouts?

NameShouts

How do you pronounce the most searched name on our platform? Not to brag, but we pronounce a lot of names on NameShouts. A looooot of names. And we’re not about to Marie Kondo our database either. Every name sparks joy. Every name is important.

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How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

The Show Must Go On! Elevating Customer Experience with Conversational AI

NICE inContact

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. We’d just shuffled into the theatre, when I realized that my ATM card was missing.

5 Ways to Boost Marketing and Sales with Live Chat

Kayako

The past few years have seen live chat completely change the way online businesses carry out marketing and sales.

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Understanding the Different Types of Customer Engagement

Totango

The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out.

How to Take Survey Feedback and Build an Actionable Plan

GetFeedback

How integrating a survey feedback action plan into your processes will help improve your products and services, and show your customers you genuinely care. Articles

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.