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

Call Center Training Best Practices


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. When agents are asked how they would recommend improving their team's performance, better call center training methods are always towards the… The post Call Center Training Best Practices appeared first on AVOXI. Contact Center Other

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12 Canned Response Examples to Save Yourself Lots of Time


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. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

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. Contact Center Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].



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NEW Ways to Supercharge Contact Center FCR and AHT Performance

CX Global Media

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. As Artificial Intelligence continues to pour its way into the contact center industry, I suspect there will be more opportunities for you to supercharge your KPIs. Here’s an edited transcript of an interview I had with one solution to watch.

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. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.

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. Topics include: How to develop a customized approach schedule […].

Guest Blog: The Importance of First Impressions in Customer Service


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. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How Computer Vision Applications are Changing the World


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.” An increased need for automation and a growing demand for vision-guided robotics and other industry-specific systems are driving massive adoption of Computer Vision applications. The market is expected to grow from USD 10.9

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. Surprisingly, there are not training courses on company politics and how to deal with them. In light of this fact, we decided managing company politics would be an excellent subject of conversation for a recent podcast.

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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 […]. Inside The Issue call center contact center

Amazing Business Radio: Josh Ginsberg


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. The Interview with Josh Ginsberg: When a problem or crisis occurs, it’s essential for customers to see the company take action. However, that action must come from a place of authenticity.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

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. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

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


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? Now, how do you feel about arriving at your destination? How is your mood as you settle back into your childhood home, reunite with friends and family, and enjoy a home-cooked meal?

5 Ways to Boost Marketing and Sales with Live Chat


The past few years have seen live chat completely change the way online businesses carry out marketing and sales. Gone are the days prospects would email and wait several hours to receive a response to a sales-related query, or call an 800 number and be stuck in a cyclical loop of annoying prompts and call trees. With live chat customers can now get in touch and receive a response almost instantaneously. .

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What names are you searching for on 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. But for this quick piece, we want to take a look at a certain group of names that seem to keep coming up. We’re reaching for the stars with our database.


The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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. Maybe I left it in the restaurant? Never mind, the show was starting soon, so there was no time to run back. Mom’s always right. I kept double-checking my pockets for my ATM card (no luck!),

Understanding the Different Types of Customer Engagement


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. If you don’t meet these expectations, customers can easily go elsewhere. To thrive in this environment, you must engage customers proactively and regularly.

Balancing “Swoopers” and “Peckers” in your Customer Service Team


With a happy balance, you’ll have a team that is able to handle high-volume situations, but still have the focus and care to work with individual customers to understand their problems. Everyone had that friend in school that procrastinated while everyone else stressed … and still got straight As every time. The good news is: we aren’t in college anymore, worrying about turning papers in on time.

Who’s Your Target Customer?

Chip Bell

Several years ago, my consulting firm worked with a large retail shopping center company. At the time this REIT owned over 300 shopping centers around the country. The question my firm was asked to determine was this: Will the customer experience in the shopping center drive increased revenue in the stores? They knew they could put a carnival in the middle of the mall and get traffic…so the issue was not just mall attendance; it was increased revenue.

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!

Gain Quality Customer Feedback and Avoid the Creep

NICE inContact

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More. If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. What is the sweet spot? A three-question survey isn’t too short. A six-question survey is probably too long.

Making real-time reporting and data sharing a reality


Growing shifts in mobilization mean business is moving faster than ever today. Technology not only enables us to work with increased efficiency and speed but also more productively. The demand for smart devices and cloud-based applications make it easier to work across different platforms to capture, report, and share data and helps drive better customer […] The post Making real-time reporting and data sharing a reality appeared first on What’s next. This is a summary.

SYKES and Cigna collaborate to propel Cigna’s integrated service capabilities through innovative, multichannel customer engagement platform


TAMPA, FL — August 1, 2019 — Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), a leading provider of customer engagement services and multichannel demand generation, will collaborate with global health service company Cigna to support delivery of service experience for customers, augmented with intelligent agent assistance, robotic process automation (RPA) and intelligent automation (IA) services.

Poorly Implemented PSD2 Processes Increase Friction

Whitepages Pro

Poorly Implemented PSD2 Processes Increase Friction. September 14, 2019, is fast approaching, the date where the Strong Customer Authentication (SCA) requirements of the Payment Services Directive (PSD2) become legally applicable. One of the technical requirements of SCA involves payment service providers (PSPs) enabling two-factor authorization (2FA) when consumers make online payments or transactions that fall within the EU.


Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Enterprise Contact Center Software Buyer’s Guide: Recommendations from Gartner

NICE inContact

It is time to modernize your contact center. Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). But it may have been five years or more since you last evaluated technology options or vendors for call center software. So much has changed. Where do you start and how do you manage the process?

CSM from the Trenches: Mentors – Ashley Correll, Chief Operating Officer, Beyond Insurance


Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful. Mentor Questions.

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Big Data for the greater good

TELUS International

Next-Gen Technology