Sat.Jul 20, 2019 - Fri.Jul 26, 2019

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback


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.

5 Top Customer Service Articles for the Week of 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.

On-Demand Is in Demand: Online Talent Platforms Are Shaping the Future of Work

Contact Center Pipeline

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules.

POS System Support in the Cashless Society


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.

How to Make the Transition to Customer Service Outsourcing

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.

Welcome, Bulldog Solutions!

Hero Digital

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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More Trending

How VOC Analytics Improves Contact Center Performance

CX Accelerator

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.

Why Customer Success is Important in the Modern Age


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 Certified to Provide Medical Device Translation


Translation medical devices


The Herculean Tasks of Intraday Management


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?

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

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?

How to Manage Remote Call Center Agents


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.

4 Types of Toxic Workplace Cultures

Andrew Mcfarland

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

Anticipate Your Customers’ Needs—Before Your Competitors Do


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


Instantly Improve Your Business VoIP Call Quality


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.

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Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

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.

Why WhatsApp Is the Next Digital Customer Service Channel You Need

NICE Systems

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.

How Does an Effective Coaching Strategy Improve Revenue and ROI


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

CSM from the Trenches: Mentors – Natalie Williams; Director, Customer Success; SmashFly Technologies


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.

3 Tips to Delight Customers and Avoid Detractors


Chris proposes recommendations on how to keep customers engaged and happy. Customer Success Customer Customer Experience customer journey Customer Service

Training for Lead Generation, Customer Onboarding and Support

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.

The Importance of Always-on Customer Communications


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?

Dealing with High Volume Phone Calls in a Call Center


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.

How to Get Your Own Custom Vanity Phone Number – Infographic

CallSource Insights

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!

Sales Knowledge Playbook: 3 Ways to Reimagine Your RFP Process


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

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Building a Successful Community Superfan Program

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.

[Infographic] How to Run a Voice of the Customer Program


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.

The Agent Experience is Key to Improving the Customer Experience


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.

A Customer Engagement Hub in Less than Three Weeks

NICE Systems

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 presents disruptive innovations in AI and analytics at the Genesys G-Summit Melbourne

Call Journey

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.

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.

How to Validate a Customer’s Postal Address

Whitepages Pro

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.

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Time Zones In Contact Centers


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.

ID R&D Simplifies Enterprise Integration and Cross-Channel Enrollment for Voice Biometrics with IDVoice v2.7

CSM Magazine

Newest version of ID R&D unifies enrollment across channels with a 10X increase in biometric matching speed.