June, 2020

How to Build a Comprehensive Sales Report (Template Included)

JustCall

Achieving sales goals demands a lot of hard work. Besides training your sales reps to prospect and close deals, you also need to ensure that your sales team is on the right track. For this, you need to look at your sales performance.

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How to Manage Customer Wait Time: The Best Tips From Great Companies

Beyond Philosophy

We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” ” Sometimes we don’t mind waiting at all; sometimes we mind very much.

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Exit Interview Questions for Call Center Employees

Callminer

Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover , opportunities to improve your organization’s efficiency and profitability abound.

Reasons Why You Should Invest in an Email Ticketing System

Wowdesk Blog

Dealing with customers is not something that you can take for granted. If you want to win more clients and customers, you have to attend to their concerns and offer timely and professional-grade solutions. . Email support is an indispensable channel of customer service for quite some time.

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!

Transform Your CX from Good to Great by Treating Your Agents Right

Contact Center Pipeline

Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting impressions and supports more engaging customer experiences (CX).

More Trending

18 Ways to Stop Chasing Low Price Shoppers

Steve DiGioia

In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? But what about indifferent service? Why is it acceptable?

How Machines Impact Experience Design

GetFeedback

Designing a customer experience that seamlessly incorporates the machines from our daily lives. Articles

4 Ways To Boost Your ECommerce Customer Experience

Lumoa

eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction. Feed generated with FetchRSS

7 Expert Customer Service Tips during the Coronavirus (COVID-19) Crisis

ProProfs Blog

The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. While the number of positive cases increases, the negative scenarios keep piling up. .

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!

Chatbot Best Practices: 8 Tips & Tricks you Can Benefit from Today

Inbenta

Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent.

Five Leadership Principles For Truly Driving More Diversity And Inclusion

Customer Experience Matters

The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate.

Building customer rapport in calls

Tethr

Every interaction plays a part in a customer’s perception of your organization. Establishing the best possible customer experience means your agents must know best practices regarding how to build rapport with both customers and prospects over the phone.

Making Your Contact Centre Work Better

Call Design

Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved.

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!

You May Not Know It, But You’re in the Subscription Business

ShepHyken

I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning?

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4 Ways to Improve Customer Engagement for eCommerce

Nicereply

There will always be room for improvement. So, keep iterating and stay curious. The bigger the investment you make, the larger the return will be.

Why you need to identify your primary customer

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. I'm sure he's stealing," said the manager. But I can't fire him."

The Complete Glossary of Common Customer Service & Support Lingos

ProProfs Blog

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience.

APIs 78

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.

10 Ways to Immediately Improve Your Customer Centricity

C3Centricity

We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation.

How to Build Better Customer Relations: 7 Insightful Tips

HelpCrunch

Modern consumers take an interest in advanced product features, how you sell them, and what happens after they buy stuff. They’re the driving force for brands today with a much greater impact than ever. 54% [ … ].

Taking the Extra Step to Deliver Amazing Service

ShepHyken

Sometimes a little creativity and extra effort can make a big difference in the customer experience.

Top 5 Posts in June

Contact Center Pipeline

More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps.

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.

Let Me Help You De-escalate Intense Interactions During the Stressful COVID-19 Times

Myra Golden Media

I was just on my YouTube channel reading comments. Andrea’s comment made me put down my cup of tea – “I am struggling. Sometimes I get cursed out five or six times back to back. I’m starting to sound like a robot.

Create Outstanding Memorable Experiences That Drive Value

Beyond Philosophy

General Show Notes: Have you ever driven a long way to a vacation, perhaps with kids in the backseat, and heard the whining query, “are we there yet?” ” Have you ever wanted to ask that question yourself? It turns out there are good reasons for that.

What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT Copy

Callminer

Average handle time, or AHT, is an important call center metric.

The Central Role of AI in Multiexperience CX

TechSee

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX).

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 Measure Customer Retention

ShepHyken

Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C.

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope

Contact Center Pipeline

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). The timing of that column was totally serendipitous.

Effective Strategies for Managing a Contact Centre

Call Design

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times.