2019

Customer Experience (CX) Metrics in the Contact Center - Squelch

Giorgina Gottlieb

Managing Different Personalities in the Contact Center: The Platinum Rule

Contact Center Pipeline

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Yet, I had significant conflicts with some members of my team. Often, I felt […].

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A Tale of Two (Well, Three) Customer Experiences: The Good, the Bad, and the Ugly

Call Center Weekly

By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings.

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.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

Callminer

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10 Tips for Retaining Your Best Agents

Talkdesk

Hire Right for the Role. When it comes to retaining your agents, you need to first make sure that the call center talent you hire is the right fit for the role, equipped with the right skills, experience, personality and temperament. It’s not everyone’s cup of tea.

Morale 104

After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed.

Robocalls’ Impact on the Digital Contact Center

Taylor Reach Group

By JD Fairweather. Hello! Please, don’t hang up. This is an important message from …” Click. Click. Actually, that clicking sound referenced in the opening sentence is an exaggeration as phones no longer “click” when you hang them up.

Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so

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 and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Mobile-focused Customer Support: Why It’s Important and Where to Begin

UJET

Retail Contact Center Best Practices

Ansafone

Whether your retail enterprise relies on outsourced support to assist customers with hassle-free refunds, provide quick answers about shipping status or reassure concerned callers about a product recall, following these four best practices in retail call centers will ensure that you have satisfied customers: A central focus on customer experience.

5 Best Practices for Handling Difficult Customers

ProProfs Blog

Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs.

Customer Experience Management: Designing Better CX from the Top-Down

Relay Blog

Who’s responsible for creating amazing customer experiences? Marketing and sales? Or is it the support. The post Customer Experience Management: Designing Better CX from the Top-Down appeared first on Relay. Support Customer Experience customer journey metrics strategies

Sales 97

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Phone Etiquette 101: Essential Rules, Dos, Don’ts, and Tips

CrazyCall

Think of how you answer each of the calls you receive. When it’s your mom calling, you probably start with something like “Hey mom, how are you doing?”. If it’s your mate, most likely you answer with “Yo, dawg! What’s up?”.

How to Recruit and Retain Contact Center Talent

Pam Plyler

Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips

4 Ways Agents Can Help Create the Ideal Customer Journey Map

TechSee

Customer Service: It’s the Little Things That Matter

CSM Magazine

It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more. The dinner meeting is off to a good start. You reserved the executive meeting room in your restaurant on your property.

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 Call Center Services are Helpful for Small Businesses?

OctopusTech

Customers are the most focused trait for any small business. But it may be difficult for a tiny business to answering the phone calls while handling day to day office operations. On the same note, answering calls is important as with poor customer services there are more chances to lose business.

15 Customer Service Psychology Tips to Master. Let’s Go!

Nextiva

Customer service is much more than a purchase and an exchange of pleasantries. What makes or breaks a relationship is the customer service psychology in play there. When you understand the psychology is when you achieve customer satisfaction.

voip 98

Yes is More Than an Answer. It’s an Attitude!

ShepHyken

Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?

The Fastest Way to De-escalate Is To Use Your Customer’s Last 3 Words

Myra Golden Media

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood.

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.

Declaring Victory in the War on Contact Center Agent Performance

Call Center Coach

Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory.

When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things.

Chatbots in the Contact Center, Part 2: Internal Use and Adoption

Contact Center Pipeline

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives.

4 Ways To Use Call Recordings for Better Contact Center Performance

Callminer

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.