Sat.Jan 11, 2020 - Fri.Jan 17, 2020

5 Actions Managers Need To Take When Customer Service Teams Are Busy

CrazyCall

People are the secret to the success of any great customer service and support operation. Whether your team exclusively handles inbound calls or operates using Live Chat, the work and its challenges are the same all over the world. And the world over, call centers have busy periods.

Power to the People: 5 Ways to Elevate the Agent Experience

Contact Center Pipeline

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.

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Call Center Automation Depends on Collaborative AI

TechSee

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020.

7 Pivotal Contact Center Trends for 2020

Transparent BPO

Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future.

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

5 Steps to Improve Your CX Strategy in 2020

inmoment

With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . But the development and execution of a successful CX strategy can present serious organizational challenges. Here are several tips to help your business maintain company-wide alignment and reap the benefits of CX transformation. Assemble the right team.

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How to Optimize Omnichannel Performance in the Contact Center

Monet Software

To blend or not to blend—that is the question for today’s call centers. Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems.

Best Practices for Call Center Quality Assurance

TeleDirect

Any business relies on its call center to handle customer communication, field inbound calls, execute market-friendly outbound strategies, and more. But how do you know everything is working as intended? It all starts with a call center quality assurance system.

Which Outbound Call Center KPIs Really Matter?

ChaseData

When you’re building a more successful outbound contact center, which KPIs are really worth your time when it comes to tracking? Which ones mean the difference in success and failure for your facility and which ones are just nitpicking for the sake of perfectionism?

The 2020 Guide for CX Goal Getters

NICE inContact

2020 holds massive potential for planning and achieving your CX goals! Because we have access to tremendous insight on what customers are looking for in service and brand experience in the coming year.

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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.

How AI Drives Innovation for a Better CX

Upstream Works

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI).

How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”.

Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together

Totango

Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value.

How Can Green Businesses Improve Customer Experience?

CSM Magazine

Recent studies show that more than 80% of global customers feel that businesses should adopt sustainable practices and that 37% of them cite environmental impact as the main factor they consider before making a purchase.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Customer retention is the new religion

Hello Customer

January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management.

3 Solutions Every MSP Should Provide for Their Customers

NUSO

It’s hard to believe, but we’re quickly approaching the last weeks of 2019. As you look at your company’s wins and losses for the year, you may be thinking how you can expand.

3 things your contact center should be doing in 2020

Taylor Reach Group

by JD Fairweather. For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct.

Why a Slight Delay Can Prevent Service Failures

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. It took 12 emails to get a resolution.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Optimal Customer Experience Through Contact Center Call Flows

Talkdesk

Proper call flows are the foundation of an efficient contact center. If calls are not properly routed to the appropriate agent or department, the entire system breaks down.

How to Get the Most Bang Out of Your Customer Service Dollar: 4 Call Center Improvements That’ll Make Your Customers (and Budget) Happy

SharpenCX

Every day you and your agents tackle the biggest problems your customers face. It can feel overwhelming to hear problem after problem. On top of this, you’re confronted with KPIs and metrics your team has to meet.

Guest Post: How One Bold Move Helped this Firm Survive (and Thrive!) in The Great Recession

ShepHyken

This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession.

1 in 4 Will Lose Their Job in 2020

Beyond Philosophy

1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Surviving Post-Holiday Returns

Contact Center Pipeline

You made it. Your team made it. Another holiday season is behind you.

Fonolo: Top 20 Customer Service blogs to read in 2020

Peter Lavers

Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres.

Your Emergency Response Plan—Be Prepared

ShepHyken

One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic.

The Relationship Economy by John DiJulius (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Contact Center Challenges and Priorities for 2020

Contact Center Pipeline

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities.

Consumer Loyalty 2030

Peter Lavers

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).

Amazing Business Radio: Matt Gillin

ShepHyken

Simple is Transformative in the Customer Experience. Revolutionizing Communication So It’s Personalized, Secure, and Effortless. Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX).