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Customer Experience (CX) Metrics in the Contact Center - Squelch
Giorgina Gottlieb
FEBRUARY 15, 2019
2019
Managing Different Personalities in the Contact Center: The Platinum Rule
Contact Center Pipeline
JUNE 26, 2019
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
MARCH 19, 2019
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
AUGUST 1, 2019
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.
The Best Sales Forecasting Models for Weathering Your Goals
Advertiser: ZoomInfo
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!
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10 Tips for Retaining Your Best Agents
Talkdesk
JUNE 14, 2019
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.
After Call Work – Why it Matters and How to Ensure it’s Done Right
TechSee
SEPTEMBER 18, 2019
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
JULY 17, 2019
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
AUGUST 19, 2019
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
8 Contact Center Trends to Watch in 2020
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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!
Retail Contact Center Best Practices
Ansafone
APRIL 2, 2019
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
JANUARY 31, 2019
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
FEBRUARY 25, 2019
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
The Pros and Cons of Incentivized Reviews
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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!
Phone Etiquette 101: Essential Rules, Dos, Don’ts, and Tips
CrazyCall
FEBRUARY 26, 2019
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
NOVEMBER 11, 2019
Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips
Customer Service: It’s the Little Things That Matter
CSM Magazine
MAY 1, 2019
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.
Why Smoking Costs Employers More Than They Realize
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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.
How Call Center Services are Helpful for Small Businesses?
OctopusTech
MAY 19, 2019
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
JUNE 14, 2019
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.
That “Something Extra” You Offer to Make Customers Love You
ShepHyken
SEPTEMBER 11, 2019
In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful.
The Fastest Way to De-escalate Is To Use Your Customer’s Last 3 Words
Myra Golden Media
JANUARY 23, 2019
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.
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.
Customer Satisfaction Continues Declining
Beyond Philosophy
SEPTEMBER 10, 2019
Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK.
Chatbots in the Contact Center, Part 2: Internal Use and Adoption
Contact Center Pipeline
MARCH 20, 2019
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
MAY 29, 2019
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.
CEO’s Guide to Growth Through Customer Experience
Lynn Hunsaker
JULY 10, 2019
Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum. Here’s what’s happening
Get More Value from Contact Center Performance
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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 Bring more prospects through your funnel
Convoso
DECEMBER 11, 2019
You want to convert more leads faster. But the rising cost of leads is killing your CPA, which, in turn, is preventing you from bringing more prospects through your funnel. lead generation outbound sales
Declaring Victory in the War on Contact Center Agent Performance
Call Center Coach
JANUARY 15, 2019
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.
How to provide an effortless customer experience
TechSee
JULY 18, 2019
Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts.
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