INDUSTRY INSIGHTS YOUR PEERS ARE READING
Paul Humphrey, Call Journey CEO, showcases the power of voice data at one of Australia’s largest gathering of visionaries, partners and leaders in technology. MORE
Looking to learn how to effective manage remote call center agents? Today's virtual call center solutions allow for more flexibility than ever, especially when it comes to remote agents. MORE
Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules. MORE
Thinking of investing in a coaching tool for your business? If so, you’re bound to have questions and concerns. How do you know this will actually pay off and bring in more money? Will you actually earn enough extra revenue to justify the expense? HR Management for CX CX Culture MORE
Vanity phone numbers for your business. Are you ready to acquire your own custom vanity phone number? It’s easy; just follow our step-by-step infographic below and find the best vanity number for your business! MORE
52 Three weeks to a future-proof customer engagement hub? It happened for Aetna Medicare Transition Services — and it can happen for your organization too. Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks. . With a short timeline and multiple challenges to overcome, upleveling its contact center was no small feat for Aetna. MORE
A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company. . It’s the heartbeat of any customer experience (CX) program. In fact, brands can’t meet or exceed expectations without having an established VoC program in place. MORE
Since several years ago, a good part of the call center services of the Hispanic countries (including bilingual services) are located in Central America. This is because in they provide a wide offer and the operating costs are the lowest in the market. MORE
We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we started. out of frustration or because ‘something’ came up. But the other way around? Can you imagine a customer service agent hanging up on you? MORE
Ever have one of those days when it feels like the gods are just out to get you? Does controlling your intraday activities make you feel as if you are doing penance for some great sin? MORE
The Trap of “Nincompoopery” in Business and CX. Forging Real Relationships with Your Customers to Deliver Excellent Customer Service. Shep Hyken interviews John R. Brandt. They discuss his new book, Nincompoopery: Why Your Customers Hate You—and How to Fix It , and how to go from being a “nincompoop” to creating an exceptional customer experience. The Interview with John Brandt: There’s often a disconnect between organization leaders and customers. MORE
What comes to mind when you hear the phrase “toxic culture?” Many people think of an abusive boss or co-worker where the abuse is emotional, physical, or worse. In fact, other types of toxic workplace cultures are just as bad. Culture Abusive Bi-Polar Gallup Micro-managers MIT Silent treatment Toxi MORE
62 One of the biggest challenges contact centers face is agent morale. Most managers struggle with high rates of absenteeism and turnover, whose costs hit a company’s bottom and top lines. MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 8 Tips for Improving Social Media Customer Service by Fara Haron. MORE
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. MORE
Chris proposes recommendations on how to keep customers engaged and happy. Customer Success Customer Customer Experience customer journey Customer Service MORE
We’ve all been there—an RFP (request for proposal) comes across your desk and you’re met with equal parts excitement and nausea. It’s a process that’s well established, and one that’s simply unavoidable when selling enterprise software. sales enablement MORE
The wave of change in B2B customer experience is coming. B2C brands have discovered the demand for human-centered products and marketing, and now it’s time for B2B companies to realize that people are also behind their user journeys. MORE
Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. MORE
Learn how predictive modeling can help you develop a wider reach than ever before. The post Anticipate Your Customers’ Needs—Before Your Competitors Do appeared first on Concentrix. Thought Leadership Resources MORE
Newest version of ID R&D unifies enrollment across channels with a 10X increase in biometric matching speed. MORE
When it comes to operating a contact center, there are a handful of hurdles that every management team will have to tackle at some point. MORE
With more than 1.5 billion active users, WhatsApp has more user adoption and growth than any other app. It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers. 65 billion messages are exchanged on WhatsApp daily, the number of these messages concerned with customer service is on the rise. MORE
Translation medical devices MORE
It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. The point of sale (POS) is the most critical stage of the customer journey. MORE
Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. MORE
Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. MORE
With so many utilities tied to the internet – desktops, laptops, smartphones… – it’s no surprise that clients worry about their business VoIP call quality before signing up for a hosted service like VirtualPBX Dash. It’s true that a hosted phone service uses the internet to manage phone calls. MORE
Callminer
JULY 23, 2019
Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents.
ShepHyken
JULY 22, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 8 Tips for Improving Social Media Customer Service by Fara Haron.
Contact Center Pipeline
JULY 23, 2019
Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules.
TechSee
JULY 23, 2019
It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. The point of sale (POS) is the most critical stage of the customer journey.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
Hero Digital
JULY 22, 2019
The wave of change in B2B customer experience is coming. B2C brands have discovered the demand for human-centered products and marketing, and now it’s time for B2B companies to realize that people are also behind their user journeys.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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CX Accelerator
JULY 22, 2019
Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction.
Totango
JULY 23, 2019
Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems.
Voiance
JULY 23, 2019
Translation medical devices
Pipkins
JULY 22, 2019
Ever have one of those days when it feels like the gods are just out to get you? Does controlling your intraday activities make you feel as if you are doing penance for some great sin?
Speaker: Kristina Evey, Customer Experience Expert and Consultant
As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?
Avoxi
JULY 23, 2019
Looking to learn how to effective manage remote call center agents? Today's virtual call center solutions allow for more flexibility than ever, especially when it comes to remote agents.
Andrew Mcfarland
JULY 22, 2019
What comes to mind when you hear the phrase “toxic culture?” Many people think of an abusive boss or co-worker where the abuse is emotional, physical, or worse. In fact, other types of toxic workplace cultures are just as bad. Culture Abusive Bi-Polar Gallup Micro-managers MIT Silent treatment Toxi
Concentrix
JULY 22, 2019
Learn how predictive modeling can help you develop a wider reach than ever before. The post Anticipate Your Customers’ Needs—Before Your Competitors Do appeared first on Concentrix. Thought Leadership Resources
VirtualPBX
JULY 23, 2019
With so many utilities tied to the internet – desktops, laptops, smartphones… – it’s no surprise that clients worry about their business VoIP call quality before signing up for a hosted service like VirtualPBX Dash. It’s true that a hosted phone service uses the internet to manage phone calls.
Speaker: John Joba and David Robbins
Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.
NICE Systems
JULY 23, 2019
With more than 1.5 billion active users, WhatsApp has more user adoption and growth than any other app. It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers. 65 billion messages are exchanged on WhatsApp daily, the number of these messages concerned with customer service is on the rise.
PlayVox
JULY 22, 2019
Thinking of investing in a coaching tool for your business? If so, you’re bound to have questions and concerns. How do you know this will actually pay off and bring in more money? Will you actually earn enough extra revenue to justify the expense? HR Management for CX CX Culture
ClientSuccess
JULY 23, 2019
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.
Strikedeck
JULY 23, 2019
Chris proposes recommendations on how to keep customers engaged and happy. Customer Success Customer Customer Experience customer journey Customer Service
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
Comm100
JULY 23, 2019
We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we started. out of frustration or because ‘something’ came up. But the other way around? Can you imagine a customer service agent hanging up on you?
ChaseData
JULY 23, 2019
When it comes to operating a contact center, there are a handful of hurdles that every management team will have to tackle at some point.
CallSource Insights
JULY 23, 2019
Vanity phone numbers for your business. Are you ready to acquire your own custom vanity phone number? It’s easy; just follow our step-by-step infographic below and find the best vanity number for your business!
Guru
JULY 22, 2019
We’ve all been there—an RFP (request for proposal) comes across your desk and you’re met with equal parts excitement and nausea. It’s a process that’s well established, and one that’s simply unavoidable when selling enterprise software. sales enablement
Speaker: Jake McKee, CEO and Lead Strategist, Community5
Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.
GetFeedback
JULY 22, 2019
A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company. . It’s the heartbeat of any customer experience (CX) program. In fact, brands can’t meet or exceed expectations without having an established VoC program in place.
Talkdesk
JULY 23, 2019
One of the biggest challenges contact centers face is agent morale. Most managers struggle with high rates of absenteeism and turnover, whose costs hit a company’s bottom and top lines.
NICE Systems
JULY 23, 2019
Three weeks to a future-proof customer engagement hub? It happened for Aetna Medicare Transition Services — and it can happen for your organization too. Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks. . With a short timeline and multiple challenges to overcome, upleveling its contact center was no small feat for Aetna.
Call Journey
JULY 22, 2019
Paul Humphrey, Call Journey CEO, showcases the power of voice data at one of Australia’s largest gathering of visionaries, partners and leaders in technology.
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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.
Whitepages Pro
JULY 22, 2019
Is this a valid address?: 399 Judson Street Lynden, WA 98264. As it turns out, answering this question is more complex than you might think.
Integra
JULY 22, 2019
Since several years ago, a good part of the call center services of the Hispanic countries (including bilingual services) are located in Central America. This is because in they provide a wide offer and the operating costs are the lowest in the market.
CSM Magazine
JULY 22, 2019
Newest version of ID R&D unifies enrollment across channels with a 10X increase in biometric matching speed.
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