Monday, October 31, 2016
The quality of your customer service is directly related to your level of customer satisfaction, which — of course — is ultimately tied to your profits and business success.
10 ways you can improve #CustomerService today
Wednesday, October 26, 2016
Companies today have articulated mission statements that guide the organization. In utilities, many of these mission statements include language about providing a superior customer experience.
#CEX Vision Statement
Thursday, October 20, 2016
Customers are unique — and your contact centers should reflect their diversity. When you go to your local grocery store do you notice how many kinds of the same products there are? How about the fact that many cars now look the same? This new shopper reality is called commoditization.
Customer Contact Center Is Not a Cost
Wednesday, October 19, 2016
Like tens of millions of teens across the world, 15-year-old Emma rarely surfs the web or tries out new apps. Instead, she conducts her digital life through a collection of social apps, from Facebook to iMessage to Instagram to Snapchat. On all of them, she’s messaging.
Chat is the king of the mobile landscape
Tuesday, October 18, 2016
CSI Extends Advantage of Virtual Observer Call Recording and WFO to Support Avaya IP Office 10 Platform for Contact Centers
Our new recording method has been developed with customer value in mind, providing an affordable licensing model and an extremely robust WFO feature set which has never previously been available for IP Office customers CSI extends advantage of Virtual Observer call recording and WFO to suppor
Call recording and WFO for Avaya IP Office 10
Monday, October 17, 2016
A personalized, engaging customer experience is critical for the success of any marketing initiative in the modern landscape.
Top 50 #CustomerExperience Blogs
Nearly every company today is focused on product innovation, pricing and automating various aspects of their business to improve the customer experience.
3 ways brands can impact #CustomerService
Thursday, October 13, 2016
The contact center and unified communications (UC) markets have undergone a major market consolidation, dramatically reducing the number of competitors, during the past 12 months.
#ContactCenter Vendor Consolidation
Wednesday, October 12, 2016
For a long time, the contact center was nothing more than a place where customer complaints went to die. An agent’s objective was to simply note the issue and try to resolve it as quickly as possible, and metrics were nothing more than call duration and first call resolution.
Contact Center Technologies and #Analytics change the customer experience
One of the blessings and curses of being a contact center leader is that you become the target of sales people vying for your time so they can sell you on the next big thing to improve your operation. The blessing is the opportunity to learn about some truly interesting technology.
5 technologies to jump start your #CustomerService
Monday, October 10, 2016
Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them to build a future with you. Not a decision to be taken lightly.
#Outsourcing is like walking down the aisle
Saturday, October 08, 2016
Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable.
Information overload in the world of #CustomerService
Friday, October 07, 2016
While these axioms tend to be overused, they are nevertheless true. When it comes to the contact center, many business owners and managers settle for good when they should have the best.
#ContactCenter Crucial Considerations
By Steve Brubaker, InfoCision Chief of Staff Change is all around us. The leaves are falling. The air is getting crisp. As we turn the corner into fall, feed off of the seasonal energy and update your contact center strategy.
Change your #ContactCenter for the better
Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing the time to practice.
#Coaching contact center agents and finding time
Tech-driven innovation has spurred tremendous change across a broad range of entrenched industries in recent years, from entertainment (Netflix) to transportation (Uber) and everything in between. This disruption is evidenced in a myriad of everyday interactions we increasingly take for granted.
The Uberization of the #ContactCenter Workforce
Do you agree that exceptional customer service begins with the hiring process? Having the right people on board to do the customer service job is the first step towards delivering outstanding customer service at your business. Akio Morita, Sony Corp.
#CustomerService - How to hire the right people
These days, the words “omnichannel customer experience” evoke thoughts of social media channels and messaging apps.
#Omnichannel customer experience monitoring
Providing support for global operations is a serious endeavor, but with the right contact center technology, it’s doable. Globalization presents a wide set of challenges, and approaching it right the first time around is crucial to long-term success.
Globalizing your #ContactCenter
You want to move the contact center to the cloud. You also want to use O365 or Skype4B. You not only need the cloud contact center service, but you need to use a migration path that is easy, low risk, and fast to deploy. Jeremy Puent, Product Manager for Clarity Consulting
#WFO for the #SkypeForBusiness and #Office365 #ContactCenter
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
The quality of your customer service is directly related to your level of customer satisfaction, which — of course — is ultimately tied to...
Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience,...
Companies today have articulated mission statements that guide the organization. In utilities, many of these mission statements include la...
Utilizing Social Media Marketing within the Workforce Optimization process accelerates customer experience gainsThis customer profile features a Fortune 500 clothing retailer, which includes a chain of popular women’s wear outlets and has multiple c...
Somewhere along the line, the customer service industry envisioned that it would be a great idea to start scripting everything. On the sur...
Listen Clear Realizes Rapid Return on Investment with Virtual Observer’s Cloud U-wfm solution in Their Growing Five9 EnvironmentSMB Cloud #WFM solution from CSI yields fast returns for ListenClear Facing a challenge due to their surging growth rate, Listen Clear se...
An enterprise healthcare provider in the Midwest has seen an increase in their average handle time and a reduction in the overall number of...
This informative article was originally written by customer experience expert Blake Morgan . We all have good intentions. We wake up, s...
In my exclusive column for CustomerThink last month, I shared my “top tips” for creating the right culture to enable an organisation to be...