Thursday, May 28, 2015

Business and Social Media Strategies to Boost Customer Service Quality

Looking to engage with customers via Social Media? Check out these modern-day techniques to boost your business’ customer service quality.

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5 Practical Solutions for Tackling Staff Absence

bor is your largest exopenses

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Labor is your largest expense and absenteeism is you largest controllable cost. #cctr #custserv

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Tuesday, May 26, 2015

Top 10 Customer Experience Influencers to Follow | Infinit Contact

Much has been written and said about customer service and how it has evolved into being more of an experience for customers and not necessarily just service.

Source: http://ift.tt/1sEVMf0

Great List of Customer Experience Pros. If you are not following these folks you should. #custexp #cx #cem #custserv

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Two steps to better customer service: why measuring customer experience is so … – StartupSmart

Delivering a great customer experience is important in driving business success. Here are the two steps you need to take to deliver that service.

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5 Questions for Cloud CRM

The value of cloud CRM solutions advanced the quality and efficiency of customer management in both small and larger businesses.

Source: www.comidor.com

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Ryanair reports big rise in annual profits

LOW-COST airline Ryanair has reported a big rise in full-year profits. The firm, which is the largest operator at East Midlands Airport with 35 routes, said that for the year to the end of March,…

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Monday, May 25, 2015

Transcom Appoints Philip Sköld as Chief Commercial Officer (CC0) | Business Wire

Regulatory News: Stockholm, 25 May 2015 Transcom WorldWide AB (STO:TWW) today announced that it has appointed Philip Sköld as its Chief Commercia

Source: www.businesswire.com

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Vocalcom Ranked in Magic Quadrant 2015 for Contact Center Infrastructure, Worldwide

Vocalcom was mentioned by Gartner Inc, in the Magic Quadrant for Contact Center Infrastructure report, published May 18, 2015. The report shows Vocalcom having aggressively grown…

Source: www.benzinga.com

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Chili’s Spends Millions To Make Food Look Good On Social Media, For A Millennial Customer Experience

Do your buns look good on Instagram? Chili’s Restaurants are making sure that theirs do: The sort-of-Tex-Mex casual dining chain owned by Brinker’s International, just launched a multi-million dollar food appearance overhaul. Although this move sounds superficial, I think it demonstrates that Chili’s’ understands the customer experience in our social media- and millennial-driven era. Let me explain.  Chili’s recently committed […]

Source: www.forbes.com

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Thursday, May 21, 2015

Call-Center Software Company Genesys in Talks with Potential Buyers – Wall Street Journal

Genesys Telecommunications Laboratories is in talks with potential buyers for a deal that could value the call-center software provider at more than $3.5 billion including debt.

Source: www.wsj.com

Is more consolidation in the wings? #cctr #custserv

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How Governments Can Improve Everyone’s Customer Experience

I spend a lot of time talking about the poor quality of federal customer experience (CX) and the effects it has on the public. I’ve already talked about how federal agencies averaged the lowest score in Forrester’s CX Index.

Source: blogs.forrester.com

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Problems your contact centre is likely to face in 2015 – CallCentre.co.uk

While industry experts debate the latest contact centre trend, here are five challenges that your contact centre is likely to face in 2015

Source: www.callcentre.co.uk

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Qualities of the Perfect Customer Service Representative

To provide excellent customer service, hiring customer service representatives should be the primary task. Bear in mind that they should possess the following qualities:

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Study: Retailers struggling with omnichannel shopping

CFI Group reported that the average shopping experience is no longer either in-store or online; it’s an interwoven process, and shoppers are finding flaws.

Source: http://ift.tt/U3h4pi

Consistency and universal knowledge are challenges for #retailers implementing #omnichannel – #Custserv #custexp #cctr

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Gartner Names Genesys a Leader in 2015 Magic Quadrant for Contact Center Infrastructure, Worldwide

Source: www.marketwatch.com

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Friday, May 15, 2015

Customer Experience | Why You Shouldn’t Hire a Customer Experience Manager

There’s a trend in the workplace: hiring “customer experience managers.” These hires are supposed to help executives think outside the box, identify low-hanging fruit, disrupt the ecosystem, and produce synergy across an organization. While the problems t

Source: www.1to1media.com

Steps you can take today to improve your Customer Experience. #custexp #custserv #callcenter

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Thursday, May 14, 2015

How to Map Your Customers’ Path to Purchase

Mapping out your customer’s path to purchase is important, but why? Here is an inside look into why and how you map your customer’s path to purchase.

Source: multichannelmerchant.com

Have you mapped your Customer’s path to purchase? Do you know where they are going off track? #custserv #custexp #callcenter

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How to Design a Stress-Free Contact Centre

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Stress is a fact of life in most #callcenter organizations. This post can help reduce stress and improve engagement and performance. #custserv #engagement

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Wednesday, May 13, 2015

Zenith Education Group lays off 131 people at Thornton call center – Denver Business Journal

The company manages operations for Everest Colleges in metro Denver and Colorado Springs following the sale from Corinthian Colleges.

Source: www.bizjournals.com

#callcenter closes in Thornton, laying off 131 staff

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Capital One will close Irving call center, consolidate most workers in Plano – Dallas Business Journal

The banking company filed a WARN notice with the state that said 299 workers are affected by the closing, and that 183 have accepted transfers to Plano.

Source: www.bizjournals.com

300 jobs cut as #CapitalOne closes Irving TX #callcenter

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Friday, May 8, 2015

A Quick Guide to Comparing In-House Vs. Outsourced Contact Center Costs

If you’re already managing an in-house call center, you know that navigating the natural peaks and valleys of call volume presents a complex challenge when calculating call center costs. You know tha

Source: www.blueocean.ca

Nice overview to in-house versus outsourced costs, though I think there are a few additional points I would suggest. First, one of the biggest benefits in working with an outsourcer is that running a call center is their sole business. This means that everything they do is focused on operational improvement. This can equate to significant benefits for clients. Second and a related point is that outsourcers serve multiple clients by definition and learnings from one client in one vertical can be applicable to other clients in other verticals. Once agin this can lead to significant benefits to clients. Lastly, the post did not address the cost to outsource, which certainly must be a consideration. what will happen to your in-house staff, if they are retained elsewhere in the organization that is great, but if they are let go then likely the redundancy costs will be applied to the outsource initiative. As will the cost to train all of the outsource agents. Depending on your agreement your training costs may also be ongoing due to turnover at the outsourcer. Finally someone has to manage the vendore relationship, attend meetings, visit the center, calibrate quality and this comes with a price.
Outsourcing can be a superior solution for some organizations but you must enter into any relationship such as this with your eyes wide open.

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Customer Service May Rule, But Rules In Customer Service Don’t

Even while on vacation with my family, I can’t help but take note of the customer service – or lack thereof. One resort employee denied a simple request using one of my least favorite phrases: I�…

Source: http://ift.tt/Q5Ea6w

Rules are created too often to protect the company from its customers. This is at odds with the purpose of Customer Service, which is to support and assist customers. #custserv #callcenter #custexp

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Here Are 5 Ways Comcast Could Really Improve Customer Service

Instead of hiring thousands more customer service agents like Comcast just announced it is doing, the pay TV giant could take some truly customer-friendly steps that would eliminate the need to dial up call centers in the first place.

Source: time.com

While 5500 new #callecnter agents and the $20 late fee discount will help Comcast improve its #custserv, they missed the opportunity to eliminate the need for the calls in the first place. The best customer service is when the customer doesn’t need to call customer service- #noserviceisbestservice

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Thursday, May 7, 2015

How Yatango is giving power back to the customer

ersonalization and empowerment With marketing trends being dominated by big data and automation, marketers still struggle with grabbing the customer’s attention – and keeping it. In a choice-rich digital space, Yatango decided to use hyperpersonalisation, empowerment and transparency to give the control back to their customers.

Source: www.cmo.com.au

Personalization and Empowerment keys to a Superior Customer Experience – #custserv #custexp #callcenter 

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37% Rely on Clean Rooms for PCI Compliance

Source: http://ift.tt/Oi8Gfg

Keys to successful PCI compliance in your call center. #callcenter #custserv #cem

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This Startup Has a Customer Service Game Changer

This Founder Left a Job He Loved to Teckst

Source: www.alleywatch.com

Can Teckst replace calls to Customer Service with Texts? #custserv #callcenter #custexp

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Wednesday, May 6, 2015

Comcast hiring 5,500, as part of customer service improvement

CHICAGO – Comcast’s unhappy customers finally have gotten through to the nation’s largest cable television company.
Comcast Corp. said Tuesday that it would hire 5,500 additional customer-service workers in the United States and hundreds of new service technicians, as part of a broad plan to improve its poorly rated service operations. The company has been bashed nationwide by cable and Internet subscribers as unresponsive and rude.

Source: www.philly.com

Can 5500 new #customerservice staff help #Comcast improve the service? #custserv #callcenter 

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Woolworths details 3-year strategy to become customer centric

Woolworths has detailed a three-year strategy which it claims will transform the organisation into a customer-first business and help neutralise its competitors.

Source: www.cmo.com.au

“The true battleground is the overall customer experience” says retailer. #custerserv #custexp #contactcenter

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How Social Media Can Help You Win at Omnichannel

The core idea of omnichannel is a seamless customer experience — a bridging between on and offline.

Source: www.alleywatch.com

Omnichannel is a core requirement for retail. How can you apply it to your business? #custserv #omnichannel #cctr

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IMP Group acquires Halifax’s Blue Ocean

IMP Group Ltd. has expanded its call centre operations by acquiring Blue Ocean Contact Centers of Halifax.
Blue Ocean, which has over 600 employees, was part of CCL Group and owned by Steve Parker. A purchase price wasn’t disclosed Thursday.

Source: thechronicleherald.ca

Call Center company expands with purchase.

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Monday, May 4, 2015

The Truth About Today’s Retail Customers May Shock You (Here’s How To Stay In Business Anyway)

If you’re involved in any sort of brick and mortar business, anything that exists in the quote unquote real world (retail, services, hospitality, manufacturing, etc.) it’s time to take a good, honest look at what the digital revolution has done to your customers and prospects. If you’re brave enough to take this direct look […]

Source: www.forbes.com

Great post on the demand of customer for #digitalparity. For traditional retailers the line has been drawn, they must adopt the new reality or die out adhering to the old. #custserv #custexp

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Make a Change for Employee Engagement: Here’s How!

All top performing call centers have a high level of employee engagement. The following article provides a game plan for improving your call center performance by way of employee engagement. This coupled with Call Center Games will provide you with everything your center needs to deliver outstanding results.

Source: http://ift.tt/1K7nF6I

Good article on employee engagement – some astute observations and good questions. #callcenter #custserv #custexp

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Is the future of customer service self-service? – WhaTech

ResearcIs the future of customer service self-service? Maybe not exclusively but Premier Technologies’ partner Aspect Software certainly believes it to be growing in importance, and has engaged Forrester Research to confirm this viewpoint.

Source: www.whatech.com

Research confirms what we knew- Customers want what they want now, and they want it to be easy. Is your #callcenter equipped to do this? #custserv #cx

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What the best customer service reps do —

Common One of the most cost-effective ways for companies to get great word-of-mouth marketing is to provide excellent customer support and service. Great customer service teams share common traits that you can copy, says Gregory Ciotti at Help Scout, a help-desk […]

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Common traits of the best Customer Service Reps. #callcenter #custserv #Custexp

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