Fri.Mar 17, 2017

The Top Trends in Technology at SXSW

ReviewTrackers

South by Southwest (SXSW), the annual conglomerate of film, interactive media, and music festivals in Austin, Texas, continues to amaze its attendees. This year, the ReviewTrackers team once again conquered SXSW.

Digital Engagement on the Voice Channel

Jacada

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry.

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A Beginner’s Guide to Churn Mitigation

Amity

In the subscription economy, quickly mitigating and minimizing churn is a critical driver of business success. It's debatable whether or not a 0% churn rate is possible , but companies can reduce their churn rate down to the optimal level.

ROI 29

How Digital can Save your Organization Money

Jacada

This additional revenue can then be channeled back into agent upskilling. Contact centers, like any business, face a continuously mounting barrage of costs.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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Guest Blog: How to Ace Customer Service in the Age of Immediacy

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers.

Turn NPS into High Retention with CustomerGauge’s New KPI Dashboard

CustomerGauge

We recently unveiled our new mobile-optimized Net Promoter® reporting suite with cutting-edge retention and Monetized Net Promoter features. Today, we are excited to announce that we are adding a brand new KPI Dashboard to our suite of reporting.

“Ms. Golden, I wasn’t able to get your credit card to go through.” (How to Handle a Customer’s Declined Credit Card)

Myra Golden

Story highlights. How to handle a customer’s credit card. After a long day of travel, I stepped out of my Uber and walked into the lobby of the Marriott on Bloor street in Toronto. A friendly lady looked up, made eye contact and welcomed me with her smile.

Calling Forth The Best From Folks Working For You

Maz Iqbal

“I like coming here!” ” was confessed with a smile. The speaker? A highly skilled professional who is undertaking a major refurbishment project for me in my home. It hit me that this is the fundamental ask. Every professional including those who deal directly with customer and shape the customer experience is looking to … Continue reading "Calling Forth The Best From Folks Working For You".

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right