Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Trust allows your Customers to feel comfortable handing you their business (and personal information). Knowing this, it is critical that you plan your self-service options well.

Self service 402

Self service Best practices Customer Experience Call Center 402

Callminer

SEPTEMBER 23, 2020

Download the report, The Insider’s Guide to Outbound Contact Centers , to leant more about the outbound calling marketplace, as well as best practices for outbound contact centers. Leverage best practices from your top performing agents to get other team members up to their level. Challenges Outbound Call Centers Face.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Callminer

MARCH 2, 2020

Demographics grant extra insight into the needs of your company’s customers, telling you a bit about their personal, cultural and geographical history. To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

Callminer

APRIL 23, 2019

Expert PCI Compliance Tips & Best Practices. Below, we’ve rounded up 17 tips and best practices for PCI compliance from industry and regulatory experts. Expand your call recording practices. Train agents thoroughly on everything compliance-related and integrate PCI best practices into their scripts.

Best practices 159

Best practices Call Center Banking Contact Center 159

Callminer

NOVEMBER 9, 2020

For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI. ” – Michele Masterson, 3 Best Practices to Avert Contact Center Fraud , Smart Customer Service; Twitter: @smartcustserv.

Call Center 345

Call Center Banking Contact Center Accountability 345

Callminer

FEBRUARY 19, 2020

Effectively screening for the best available recruits and nurturing their development into top-notch agents involves considering numerous factors, such as the following: Personality. Technological Shifts.

Call Center 287

Call Center Accountability Technology Customer Support 287

Callminer

MARCH 12, 2020

Modern call centers that handle consumer payment card information should adopt the best practices the council’s official documents specify, such as following appropriate methods for ensuring PCI call recording and transcription compliance. Other debts primarily for household, family, or personal use. Preserving Anonymity.

Call Center 182

Call Center Analytics Best practices Government 182

Nicereply

MAY 4, 2022

So what are some of the best practices for stellar eCommerce customer service? Personalize your Ecommerce support service. No doubt, customers want quick answers to their queries, but at times they also wish for personalized assistance and expert advice. The Internet has made customer service a personalized experience.

Best practices 98

Best practices Self service Sales Surveys 98

Fonolo

NOVEMBER 29, 2018

In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. By adding playful elements such as competition, rewards, and recognition in your contact center, you can facilitate and reward learning, creativity, and social and personal growth. Investing in Agents.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Adopting a personal touch in customer service interactions will become indispensable. Keep reading to see what is on the radar for 2021.

Call Center 376

Call Center Technology Banking Contact Center 376

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. Best practice examples include: Hire, train, motivate, and retain top talent.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Callminer

APRIL 20, 2020

For more information on how artificial intelligence can help your company overcome new obstacles, take a look at our white paper, How AI Improves the Customer Experience. ” – Derek Gallimore, The strong future of outsourcing: White Paper , OutsourceAccelerator.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286

Callminer

MAY 27, 2020

For additional information on improving the customer experience through analytics, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Well-trained call center agents can provide a personalized, human touch to communication over the phone that other mediums might not register as readily.

Contact Center 207

Contact Center Call Center Interactive Voice Response Self service 207

Callminer

APRIL 30, 2020

For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance. “Realize that just like you, other factors may come to play and affect the person’s interaction with you. Identify core concerns if a customer is venting.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Fonolo

OCTOBER 20, 2022

The personal email addresses, passwords, and credit card numbers that are all in a day’s work for a call center, are very desirable to cyber criminals. Read on for a quick overview of call center security, or take a deep dive on the topic with our comprehensive white paper. It won't cost you a penny, we promise.).

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Room Capacity. Emergency Exits and Protocol.

Call Center 182

Call Center Coaching Morale Analytics 182

Callminer

JULY 30, 2020

Download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics , to explore how speech analytics can help your company improve customer satisfaction and reduce churn. Try not to take the demonstration of anger personally. Here are four steps to move the customer from angry to heard.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Signs that the person feels distressed or flustered. Look for: Unfocused questions or points not related to the issue.

Call Center 345

Call Center Contact Center Finance Consulting 345

Kayako

OCTOBER 6, 2015

If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. White papers. White papers are similar to ebooks, but they are generally shorter and focused more narrowly targeted. Landing pages.

Marketing 96

Marketing Education Best practices Analytics 96

Callminer

MAY 11, 2020

While following best practices for hiring and training employees who are the right fit for your company is crucial, that doesn’t always mean that problems will never arise. Whether you are B2B or B2C, every business is P2P, and connecting on a personal level is what matters most…”. Handling disgruntled employees is the same.

Management 273

Management Customer Experience Customer Service Coaching 273

JivoChat

JUNE 26, 2022

But, your text also needs to be persuasive to compel the audience to follow the call to action and be aligned with SEO best practices. You will understand how to use the power of words to get more leads, techniques for writing white papers, and how to write effective press releases. White papers.

B2C 75

B2C B2B Sales Best practices 75

Certified Languages International

OCTOBER 5, 2020

This page has useful information like best practices, glossaries of common election terminology, and the National Mail Voter Registration (NMCR) form translated into 15 languages. . With an emphasis on translated materials, Eriksen Translations adds important best practices for making elections accessible to LEP voters.

Best practices 97

Best practices Education Personalization 97

Cisco - Contact Center

FEBRUARY 21, 2020

AI is “super-augmenting” resources in delivering tangible personal and business value. To learn more about how to create a customer-centric organization read our white paper . Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud. Join our 30-minute on-demand webinar today.

Customer Experience 74

Customer Experience Customer centricity contact center solutions Contact Center 74

AWS Machine Learning

NOVEMBER 6, 2024

With Amazon Q Business , Hearst’s CCoE team built a solution to scale cloud best practices by providing employees across multiple business units self-service access to a centralized collection of documents and information. As a result, the CCoE could deliver a personalized experience to each business unit.

Government 89

Government Best practices Self service Management 89

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Customer service is about finding a balance between efficiency and personalization…”. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. Which is why we know you’ll appreciate a round-up of highlights around call center news and information.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability.

Contact Center 103

Contact Center Calibration Construction Morale 103

teleopti

APRIL 30, 2019

Larger organizations might even seek to hire a dedicated person with engagement written into their job description, a new form of CEO or “Chief Engagement Officer”. For example, today’s customer service departments have a powerful role to play in sharing best-practice principles with the rest of the organization.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts. This post is the second of two that are based on our Omnichannel white paper.

B2C 84

B2C B2B Benchmark Best practices 84

AskNicely

DECEMBER 4, 2018

That’s why I’m a big fan of a personal text versus a group one. Another best practice is sending out these surveys in a trickle, instead of blast. Want to learn more about NPS Best Practices? Download our white paper on The New NPS Best Practices. A Trickle not a Blast.

Surveys 60

Surveys Best practices Feedback Call Center 60

ClearAction

OCTOBER 4, 2015

This question was asked in the ClearAction Annual Business-to-Business Customer Experience Management Best Practices Study. And the findings were significant: when the answer was "c", the company tended to have stronger business results attributed to customer experience management (CXM), as well as more holistic CXM practices.

Customer Experience 118

Customer Experience Management CRM Best practices 118

Callminer

MARCH 6, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help your management team reduce agent turnover. Empathy: How personally involved do you become in solving the needs of a customer? Is there any truth to such an opinion? TEnergists.

Management 207

Management Customer Service Consulting Consulting 207

Fonolo

SEPTEMBER 6, 2018

Despite these advancements, the human element still rules as the best way to deliver efficient customer support. Human agents make informed judgments and offer personability, both highly desired traits in the CS ecology. White Paper: The Secret Sauce for Increasing Customer Happiness.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Then key metrics of each agent can be analyzed to understand their personal shortcomings and specific training can be given to them.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Fonolo

JANUARY 14, 2020

On his personal blog — named after his book ‘ Win the Customer: 70 Simple Rules for Sensational Service’ — he explores his passion for technology, customer relations, and customer loyalty. This white paper explores key areas that are sure to shake up the industry. Moving your call center to the cloud.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136