INDUSTRY INSIGHTS YOUR PEERS ARE READING
Stevie Awards for Women in Business go to Paula Kennedy Garcia New York, NY – The Stevie Women in Business Award recognized Concentrix VP Paula Kennedy. The post Concentrix Vice President Named Female Executive of the Year appeared first on Concentrix. 2018 Award News NewsClip MORE
You know about multi-channel and omnichannel. But have you heard about opti-channel? It’s a new way for contact centers to become more customer-centric. MORE
How important is performance management to your contact center? Certainly customers are important, and taking steps to serve them better is always part of a manager’s daily function. But too often this is handled in a reactive way. MORE
Emerging technologies and innovative tools are truly changing the shopping experience for customers. Forward-thinking brands are leveraging technology as a means to s trengthen the human connection they have with their customers. MORE
Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. MORE
In the customer service industry, we will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Not knowing how to deal with angry customers can culminate into giant losses for the companies involved. MORE
The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. MORE
Companies are increasingly choosing to outsource functions to outside expert providers. MORE
The number of online courses has been increasing over the last years. Education institutes, including the most respectable universities, offer e-learning for an increasing share of their courses. Online training is also widely used by internal education centers in many organizations. MORE
With retail’s Q4 upon us and the holiday season surging into focus this week with Thanksgiving & Black Friday, retailers across the United States are gearing up for their biggest three months of the year. Most of the headlines heading into the holidays have been about just how hot the market is. MORE
As we approach year's end, many of us are reflecting on our accomplishments and planning for 2019. Some might even be scrambling to gather data and summarize business outcomes right at this moment. MORE
Trends are tricky things. Contact center managers will find no shortage of opinions online about “the next big thing” in business philosophy or technology. You’d be surprised how many websites promote a “hot new trend” that coincidentally requires the product they hope you’ll buy. MORE
Note: This post was originally published on LinkedIn. It’s a companion the another post on how to get promoted. I've heard from a number of Customer Service Tip of the Week subscribers who have recently been promoted. MORE
“The Customer Comes First.”. You’ll see those words next to the cash registers at mom-and-pop grocery stores, and on the desks of Fortune 500 CEOs. But your customers only receive a great experience if employees devote the time and effort to provide one. MORE
Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization. MORE
Many of us can remember a time when email and instant messaging were revolutionising workplaces around the world. The ability to send a message to someone in another office or another country was remarkable. However, we’ve come a long way since that moment. MORE
BPO providers offering contact center support handle hundreds or thousands of phone calls a day on for their clients. And with nearly 60 million US residents preferring a language other than English at home, a growing percentage of those calls likely arrive in need of interpretation. MORE
Picture a barstool with three legs – take any one of its legs away and the whole thing collapses. Workforce Optimization (WFO) is something like that. MORE
If the third quarter is any indication that the holidays are near, then network security company, RSA, has more or less confirmed that the busy shopping season is almost here. Each year, reports show an uptick in phishing scams ahead of the holidays. 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. MORE
Any company I ever phone always has one of those automated answering systems that ask me questions before I get to speak to a real person, and because I’m a bit weird, I’ve always thought “why can’t I have one of those?” MORE
Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. MORE
The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B. MORE
Customer service can be particularly demanding during the holiday season. From November all the way through the New Year, businesses selling goods and services to consumers see a dramatic uptick in the number of people requesting help. MORE
Sure was an interesting event last week at BroadSoft Connections. I managed to get a short post here on my blog with some photos before it was over, and followed that with a more reflective writeup wearing my BCStrategies hat. MORE
Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened. MORE
Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Josh Oosterhof. Title: Strategic Partner Manager. When did you start working for CS? October 2010. What position did you start in? Sales Opener. What is your current position? MORE
Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. MORE
For many retail companies and other businesses, the fourth quarter is the most stressful time of year. During this hectic time, many customers are unsatisfied with their purchases. This causes an increase in calls made to customer support to resolve their issues. MORE
Call recording systems have been around for decades and their utility is proven. The same goes for agent screen recording systems, although you may not know it. MORE
By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect. MORE
Call Center Coach
NOVEMBER 19, 2018
Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.
Contact Center Pipeline
NOVEMBER 20, 2018
Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization.
GetFeedback
NOVEMBER 20, 2018
Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done.
ShepHyken
NOVEMBER 19, 2018
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.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
OrecX
NOVEMBER 19, 2018
Call recording systems have been around for decades and their utility is proven. The same goes for agent screen recording systems, although you may not know it.
Call Center Weekly
NOVEMBER 19, 2018
By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect.
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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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Jon Arnold
NOVEMBER 19, 2018
Sure was an interesting event last week at BroadSoft Connections. I managed to get a short post here on my blog with some photos before it was over, and followed that with a more reflective writeup wearing my BCStrategies hat.
Monet Software
NOVEMBER 19, 2018
Trends are tricky things. Contact center managers will find no shortage of opinions online about “the next big thing” in business philosophy or technology. You’d be surprised how many websites promote a “hot new trend” that coincidentally requires the product they hope you’ll buy.
ShepHyken
NOVEMBER 20, 2018
The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B.
GetFeedback
NOVEMBER 20, 2018
Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened.
Advertisement
Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
Call Center Pros
NOVEMBER 19, 2018
In the customer service industry, we will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Not knowing how to deal with angry customers can culminate into giant losses for the companies involved.
Toister Performance Solutions
NOVEMBER 20, 2018
Note: This post was originally published on LinkedIn. It’s a companion the another post on how to get promoted. I've heard from a number of Customer Service Tip of the Week subscribers who have recently been promoted.
Ansafone
NOVEMBER 20, 2018
Companies are increasingly choosing to outsource functions to outside expert providers.
GetFeedback
NOVEMBER 19, 2018
The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates.
Advertisement
A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Zingtree
NOVEMBER 20, 2018
Customer service can be particularly demanding during the holiday season. From November all the way through the New Year, businesses selling goods and services to consumers see a dramatic uptick in the number of people requesting help.
Branch Mesenger
NOVEMBER 19, 2018
With retail’s Q4 upon us and the holiday season surging into focus this week with Thanksgiving & Black Friday, retailers across the United States are gearing up for their biggest three months of the year. Most of the headlines heading into the holidays have been about just how hot the market is.
Ansafone
NOVEMBER 19, 2018
For many retail companies and other businesses, the fourth quarter is the most stressful time of year. During this hectic time, many customers are unsatisfied with their purchases. This causes an increase in calls made to customer support to resolve their issues.
Monet Software
NOVEMBER 19, 2018
“The Customer Comes First.”. You’ll see those words next to the cash registers at mom-and-pop grocery stores, and on the desks of Fortune 500 CEOs. But your customers only receive a great experience if employees devote the time and effort to provide one.
Advertisement
Transform your contact center to build relationships with your customers that will last a lifetime.
CallSource Insights
NOVEMBER 20, 2018
Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Josh Oosterhof. Title: Strategic Partner Manager. When did you start working for CS? October 2010. What position did you start in? Sales Opener. What is your current position?
TRUSTID
NOVEMBER 18, 2018
If the third quarter is any indication that the holidays are near, then network security company, RSA, has more or less confirmed that the busy shopping season is almost here. Each year, reports show an uptick in phishing scams ahead of the holidays.
24-7 InTouch
NOVEMBER 20, 2018
Emerging technologies and innovative tools are truly changing the shopping experience for customers. Forward-thinking brands are leveraging technology as a means to s trengthen the human connection they have with their customers.
Monet Software
NOVEMBER 19, 2018
Picture a barstool with three legs – take any one of its legs away and the whole thing collapses. Workforce Optimization (WFO) is something like that.
Advertisement
What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
MicroAutomation
NOVEMBER 20, 2018
As we approach year's end, many of us are reflecting on our accomplishments and planning for 2019. Some might even be scrambling to gather data and summarize business outcomes right at this moment.
Voiance
NOVEMBER 20, 2018
BPO providers offering contact center support handle hundreds or thousands of phone calls a day on for their clients. And with nearly 60 million US residents preferring a language other than English at home, a growing percentage of those calls likely arrive in need of interpretation.
Connect Managed
NOVEMBER 20, 2018
Many of us can remember a time when email and instant messaging were revolutionising workplaces around the world. The ability to send a message to someone in another office or another country was remarkable. However, we’ve come a long way since that moment.
Monet Software
NOVEMBER 19, 2018
How important is performance management to your contact center? Certainly customers are important, and taking steps to serve them better is always part of a manager’s daily function. But too often this is handled in a reactive way.
Advertisement
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
SoliCall
NOVEMBER 20, 2018
The number of online courses has been increasing over the last years. Education institutes, including the most respectable universities, offer e-learning for an increasing share of their courses. Online training is also widely used by internal education centers in many organizations.
Concentrix
NOVEMBER 20, 2018
Stevie Awards for Women in Business go to Paula Kennedy Garcia New York, NY – The Stevie Women in Business Award recognized Concentrix VP Paula Kennedy. The post Concentrix Vice President Named Female Executive of the Year appeared first on Concentrix. 2018 Award News NewsClip
Nexmo
NOVEMBER 20, 2018
Any company I ever phone always has one of those automated answering systems that ask me questions before I get to speak to a real person, and because I’m a bit weird, I’ve always thought “why can’t I have one of those?”
Monet Software
NOVEMBER 19, 2018
You know about multi-channel and omnichannel. But have you heard about opti-channel? It’s a new way for contact centers to become more customer-centric.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience.
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