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7 Essential Skills Every Call Center Agent Should Master 💪

The definition of great customer experience may be evolving everyday, but one point remains the same: Skilled agents are always essential. As customers continue to demand authentic and humanized experiences, every brand needs to ensure that its call center agents have the proper skills to deliver excellent service. Here are seven skills every agent, through proper training, should master for optimum customer experiences.

A customer-centric attitude

First and foremost, every brand should develop a customer-centric view and train its agents to do the same. This means that agents should always approach a service interaction from the customer’s point of view and take the necessary measures to do what is right for him, not just what is most convenient for the brand. For example, offering a customer a better delivery option, making a goodwill gesture after a negative experience, and generally adopting a tone that validates the customer’s feelings are all ways to convey a customer-centric attitude.

Strong communication skills

Being able to communicate well with customers is essential. Agents need to be trained to speak to customers both gently and confidently, in order to strike a balance between friendliness and a professional attitude. Working on call scripts as a department can be very helpful toward finding a common approach to speaking to customers, establishing rules for the kind of language used (for example, avoiding slang or abbreviations), and also welcoming agent input on how they can add their own personal touch to these scripts.


Being patient is essential to great service. Agents need to be good listeners in order to fully understand the situation at hand, and it’s especially important when the customer is frustrated. Taking the time to explain a solution in full is important to the customer, so agents should never rush to finish an interaction for the sake of reducing handling time. Spending a little extra time to find the best solution actually increases the chance of first contact resolution—and making the customer happy.

Critical thinking

Agents generally do not know ahead of time how each interaction will proceed. For example, the case may end up being complex or the customer may be unhappy when he calls. For this reason, brands need to train agents in their critical thinking skills to help them deal with tense situations while also authorizing them to make gestures to appease customers. Roleplaying during training sessions can help agents develop critical thinking skills that can guide them when deciding, for example, whether to consult a colleague in a tough situation, when it may be best to switch channels for more in-depth service, or when to offer a voucher as a goodwill gesture.


Keeping agents motivated is essential to their performance. Empowering agents to do their best through regular training, mentoring, and professional development opportunities can keep them fresh and ready to perform their best. In addition, gamification can be a fun way to encourage healthy competition among peers while helping agents track their individual performance. Rewarding agents for their success through employee of the month programs is also a meaningful way to acknowledge their success and keep them motivated.


Sometimes an individual or a department may make a mistake that upsets a customer. As agents are on the front lines of customer service, it is often up to them to show accountability by apologizing, either on behalf of the brand or for their own personal error. Being accountable is essential to winning customer trust, so accepting a mistake and offering a proper solution are important to restoring confidence and winning customer loyalty.


Adapting to situations as they arise is another essential skill every agent should master. For example, when a case becomes too complex to handle on a specific channel, agents need to be quick to adapt by asking the customer to switch to a more appropriate channel. An agent may also need more time to consult or input customer data in a CRM database, or he may need to ask a colleague for further support. Knowing how and when to adapt to these situations is critical to delivering great customer service.

Call center agents have demanding tasks, but proper training and ongoing support from managers and peers can ensure that they master their customer service skills with confidence. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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Get it all together. In one place. Vocalcom connects everything you know about your customers to every interaction you have with them for much more successful conversations.

As a native cloud contact center solution to the Salesforce platform, Vocalcom is remarkably fast and cost effective to deploy and manage. The result? More sales, faster service, and enhanced customer experience. No phones, hardware or downloads required.

Vocalcom's omnichannel cloud contact center empowers companies to create differentiated customer experiences, journeys and relationships. It provides full visibility and valuable context in the customer journey across all channels and interactions to win more customers and deliver more personal and faster service.

Service Cloud- Deliver more personal & faster service
Make it fast, easy and personal. Personalize your interaction with callers using the Vocalcom omnichannel routing. Utilize screen-pops, and leverage self service to improve service levels. Routes on data in any field on any object (leads, contacts, accounts or cases) Omni-Channel presence and routing, Visual IVR, 2 Way SMS messaging, real-time customer feedback and reporting. A powerful CTI, PCI Compliant that includes Telephony, Call Recording, omnichannel routing & real-time reporting. Vocalcom empowers agents with valuable information and rich customer context to improve the customer experience. So, your team works smarter and performs better while your customers get the answers they seek quickly and reliably – every time. It’s all possible from within the Salesforce console.

Sales Cloud - Win more customers
Increase conversion rate by 73% with the Vocalcom for sales feature-complete inbound and outbound dialer with Click-to-Dial, Predictive Dialing, Local Presence, Pre-recorded voicemails, advanced call transfer features, and email triggers. More productive calls, faster win rates, and real-time reporting insights make Vocalcom sales acceleration platform a must have tool for any sales team. A powerful platform to contact, connect and close more deals.

Vocalcom’s multi-award winning cloud-based contact center and inside sales platform are entirely built-in Salesforce to help businesses drive a more effective sales team and create effortless omnichannel customer experiences, journeys, and relationships. With a strong track record of innovation and a never-ending desire to be the first, Vocalcom powers more than 1 billion of the world’s best customer experiences. Spanning over 128 countries and five continents, more than 3,700 companies trust Vocalcom to win more customers and build lasting relationships.

The path to 44% more productivity begins with a free trial. Experience today, the world's most intuitive omnichannel contact center software and inside sales platform entirely built-in Salesforce. This could be the beginning of a beautiful relationship. Contact us

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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Vocalcom Receives 2016 Customer Experience Innovation Award from CUSTOMER Magazine 🎉

Vocalcom, a leading global provider of inside sales and contact center technology that helps businesses to drive a more effective sales team, and create effortless omnichannel customer experiences and journeys, announced today that TMC, a global, integrated media company, has named Vocalcom’s omnichannel contact center software as a 2016 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine.

The 2016 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences through all channels, including messaging and social.

Vocalcom’s intelligent communications platform brings all customer conversation to one place, removing the separation between communication channels and CRM while maintaining personalized contextual communications across all channels.

“Our cloud contact center and inside sales platform connects everything you know about your customers to every interaction you have with them for much more successful conversations. It provides full visibility and valuable context in the customer journey across all touchpoints, channels and interactions, to help companies engage their customers while delivering transformative business results.”

“Digital experience delivery is not only an opportunity; it’s a necessity,” comments Anthony Dinis, founder of Vocalcom. “ Technologies are driving customer experience. It’s great to be recognized by CUSTOMER magazine and a fantastic achievement to be named as one of the most innovative tech companies. 2016 has been another year of incredible growth for Vocalcom. Our technology is attracting some of the world’s highest-growth businesses as we continue to drive innovation that is transforming the way they connect with their customers and prospects on a global scale.”

“Congratulations to Vocalcom for receiving a 2016 Customer Experience Innovation Award. Vocalcom has been selected for enhancing the customer experience and improving business relationships,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize this achievement.”


Vocalcom’s multi-award winning cloud-based contact center software and inside sales platform help businesses to drive a more effective sales team, and create effortless customer journeys across all channels (voice and digital). The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 20+ business tools to empower sales and service teams to have personalized, real-time conversations with customers. With a strong track record of innovation and a never-ending desire to be first, Vocalcom is the only company recognized by top industry analysts as a visionary in both cloud and on-premise customer engagement solutions. Spanning 128 countries and six continents, Vocalcom is trusted by more than 3,700 customers to orchestrate over 1 billion customer interactions per year in the cloud and on premises. The world’s most intuitive omnichannel contact center software.

About CUSTOMER Magazine

Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the customer experience, call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry.

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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5 Tips for Creating Effective Customer Feedback Surveys 😃

Knowing how your customers feel is essential to giving them the best service possible. But does your brand know which questions to ask, or how to best reach your customers? Customer feedback surveys need to be well-crafted, and the channel of delivery is vital to engaging efficiently with your customers. Here are five tips for creating effective customer feedback surveys that will yield the most valuable insights.

Ask specific questions for more insightful feedback

Generic questions simply don’t provide enough information for improving customer service. Asking questions that are specific to the customer experience can yield more insightful comments. For example, consider asking questions such as how efficient the self-service options were, if the customer service agent was able to answer all questions, and if the case was resolved in a satisfactory manner. If the customer wishes to answer negatively to any questions, give him the space to explain his answers.

Let customers express themselves

In addition to providing customers with the space to comment on their negative answers, give them free-response questions to let them better express themselves. For example, ask open-ended questions such as how your brand may improve service or which channel they prefer and why. Free-response questions encourage your customers to give their honest opinions and show that your brand cares to know how they feel.

Use the right channels to make contact

One of the most crucial tips for customer feedback surveys is making sure to deliver them on the right channels. Don’t use one standard channel for sending all surveys: Make sure to send them on your customers’ preferred channels. Adapt them to each channel by making them easy to access and fill out, such as using an easily clickable link or simple touch menu for providing answers. Reaching out to customers on preferred channels increases the likelihood of their response while showing them that you care about making the customer experience seamless.

Follow up with customers

When surveys have been sent, make sure to let your customers know that their time and opinions are appreciated. Follow up with a note of receipt of their survey (once again on the preferred channel). In addition, consider taking your appreciation a step further by reaching out to customers when your brand has actually acted upon their suggestions. For example, if a social media channel has been improved or a list of frequently asked questions has been updated, reach out to those customers who asked for improvements and acknowledge the changes that have been made. Your customers will appreciate the gesture and feel satisfied to know that their opinions really count.

Use surveys to improve global customer service practices

Improving the global customer experience is the main goal of sending surveys, but it starts with the individuals involved. Use surveys as material for helping individual agents and departments revise their practices, such as consulting them during agent mentoring and training sessions as well as department meetings. Surveys are valuable tools for helping agents perform their best while giving departments a better view of what practices may be improved for overall success.

Customer feedback surveys are an ideal way to understand the needs and wishes of your customers. By taking the time to understand their thoughts and making it easy for them to express themselves, your brand can revitalize the customer experience for long-term success. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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5 Key Words for Driving Great Mobile Customer Experiences 📱

Most brands these days recognize the growing importance of mobile customer experience. According to Smart Insights, 80% of Internet users own a smartphone. And when it comes to mobile customer experience, a poor one can be costly to a company: CMS Report found that 57% of mobile users claim that they won’t recommend a business with a poorly designed mobile site. So what does it take to deliver quality mobile experiences that your customers can always count on? Here are five key words to take to heart.


First and foremost, your customers need to be able to reach you. Being accessible means having a strong mobile presence, such as offering an optimized mobile site, a brand mobile app, or even a dedicated app for your brand’s customer service. Many brands are also turning to conversational commerce to reach out to their customers through SMS and messaging apps, offering personalized experiences that enhance customer service and drive sales by making product recommendations and simplifying the sales process. Once all mobile channels are optimized, let customers know which channels are available to them and when they can reach your brand. For example, if live chat is only available during certain hours, make that known; on messaging apps, state the average response time to prevent customers from waiting. Accessibility is essential to great mobile engagement: According to McKinsey & Company, 61% of mobile users are unlikely to return to a mobile site they had trouble accessing, and 40% will try a competitor’s site instead.


Once you’ve captured the attention of your mobile customer, make every process efficient. Saving your customers time should be a top priority, so every step of the customer journey should honor this principle. For example, visual IVR menus can help customers connect quickly with the most qualified agent, and live chat pop up invitations can similarly save customers time. Offering easy click to call and click to chat buttons make it much easier for customers to reach you. When using messaging apps or any social media app, be quick to respond. Lastly, when customers trust your brand enough to make purchases through their smartphones, make the process painless with a simple payment process and detailed tracking information.


How can you show your customers you really care? Be consistent in your practices. Customers should always feel they can trust any information you present to them, from customer service hours to a payment process to a promotional discount. Give them consistent quality experiences every time, from training agents to address their needs in a humanized manner to sending payment confirmation numbers immediately following purchase. Take out the guesswork and build confidence in your customers by meeting their needs proactively and always honoring your word.


Customers need to feel safe when they are interacting with your brand. If a customer initiates a concern on a social channel, for example, he assumes that confidential customer data will not be shared in your brand’s response. Inspire customer confidence by taking every measure to ensure their security, such as moving public conversations on social media to private channels when a case requires more attention. In addition, payment processes should be secure with clear information about the types of payment accepted and a reassurance that all payment methods are secure. Sending confirmation codes and asking customers to type passwords before purchase can add an extra layer of security as well.


It may not seem like a top priority, but why not make the mobile experience fun? A lighthearted and humanized approach to customer service is always appreciated, so a little creativity can go a long way toward winning customer loyalty. For example, using colorful backgrounds and fun avatars during chat sessions and through messaging apps can make service more appealing and personalized, and using simple but engaging vocabulary can give your brand an authentic and easily identifiable voice that can better engage your customers. Reach out to customers on their preferred channels and offer them rewards, sneak peaks at new products, and engaging video content when they least expect it for greater customer loyalty.

Giving customers a seamless mobile experience is a must these days, but making it engaging and fun can delight your customers and win their loyalty for the long term. To deliver exciting and seamless mobile customer experiences, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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6 Tips for Positive Customer Service Communication 😄

Modern customer experience has evolved beyond reactive service and putting customers on hold. These days, winning customer loyalty is all about giving them choices across many channels, saving them time, and delivering a personal touch that makes them feel appreciated. Indeed, in spite of all the new technologies that are making customer service more seamless and efficient, the human touch remains more desired than ever. A Right Now study found that 73% of consumers say that a friendly customer service agent can make them fall in love with a brand, and 86% are willing to pay up to 25% more for a better customer experience. For this reason, knowing how to communicate with customers is essential to winning their trust and loyalty. Here are six tips for positive customer service communication that will win your customers over.

Make introductions

Agents should always be quick to introduce themselves by name, name their specific job title, and ask for the customer’s name if it is unknown (on channels such as live chat, for example). Making introductions personalizes the customer experience and turns the exchange into a natural conversation.

Use a positive tone and language

A friendly tone is critical to making a customer feel at ease, especially when an issue has already cost him time and frustration. During the conversation, agents should use positive language that reassures the customer that the case will be resolved. For example, phrases such as, “Let me help you with that,” “I would be happy to assist,” and “Is there anything else I can assist you with?” convey a willingness to help the customer and work together to find a solution.

Avoid any language that shows doubt or negativity

While negative phrases of any kind should be avoided in customer service communications, the same is true for language that implies doubt or a lack of responsibility. For example, phrases such as “I’m not sure,” “I don’t know about that,” or “That’s not something I can help you with,” make customers lose confidence in your brand and can be taken as apathy toward their issues. Instead, when agents need more time or information, they should show a willingness to find a solution and reassure the customer that they are asking their colleagues for support when needed.

Empower the customer

Another essential way to connect with customers is to empower them through the words you use. For example, when a customer states a question or gives information about his issue, phrases such as “That’s exactly right,” “I understand,” and “That’s a good question” empower the customer and validate his feelings. Such phrases demonstrate that the agent shows respect for the customer’s intelligence, comprehends the issue, and has a humble attitude that honors the customer’s situation.

Explain clearly and check for understanding

When offering a solution to a problem, customers deserve a thorough explanation. However, it’s important to keep the language simple and direct so customers understand fully. For example, if a delivery process will take place, explain every step of the process clearly. Avoid using very technical language and simplify the explanation so the customer will understand. Lastly, always ask the customer if they need any clarifications, and be patient and apologetic if the customer does not understand right away.

Show empathy and gratitude

During every customer exchange, agents should always show empathy for the customer’s issue. When agents can relate to the customer, trust is won and customers feel more confident in your brand’s willingness to do things right. The same is true for expressing gratitude: Remembering to thank customers for their time, trust in the brand, and business are essential to winning their loyalty.

The key to positive customer service communication is putting the customer first. By viewing every situation from the customer’s perspective, your brand may adopt a meaningful and effective approach to communication that creates true satisfaction. To deliver optimum customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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How to Use Big Data to Enhance Customer Experiences 😁

Big data has been a key player in customer engagement for some time now, and it promises to remain that way in the new year. According to IDC, global big data and business analytics revenues are forecast to reach just over $180 billion in 2019, showing an increase of more than 50% over a five-year period. While brands have typically analyzed complex data sets gleaned from key sources such as web analytics and KPIs, many now consider it essential to analyze all customer data—big and small—in order to gain a global view of the customer journey. So what data should your brand be looking at to enhance the customer experience? Here are five big data sources every brand should consider.

Web analytics

Understanding customer behavior is a crucial part of improving the customer experience. For this reason, web analytics can provide tremendous insight. Brands should pay attention to customer browsing patterns on the brand website, analyzing such behaviors as pages most frequently visited, purchases made, shopping cart abandonment rates, and live chat invitation acceptance rates. Web analytics also apply to mobile devices, so both mobile sites and brand apps should be analyzed as well. For example, geolocation data may indicate how often customers have searched for products or made purchases on their smartphones in-store, offering valuable insight into best service and marketing practices. Web analytics also includes both predictive and prescriptive analytics. For example, predictive analytics may track whether a customer has experienced a series of positive or negative interactions and determine the likelihood of loyalty versus churn. Similarly, prescriptive analytics can be used to help brands decide the best course of action after a customer interaction, such as offering a voucher after a negative experience.

Speech and text analytics

While data can reveal a lot about your customers’ behavior patterns, it can also convey their emotions. Understanding the motivation behind your customers’ behavior and knowing word for word just how they feel can be essential to improving the customer experience. Speech and text analytics reveal the emotional side of customer service, providing concrete evidence of what customers want, what issues they have experienced, and how they feel about a brand. Speech and text analytics should therefore be used to track customer interactions across all channels, including voice, social media, SMS, chat, email, and blogs. Getting a pulse on the emotions of your customers can help your brand become more customer centric and develop a personal touch.

Social media

As social customer service continues to dominate, it’s more important than ever to pay attention to what customers are saying on these channels. In addition to analyzing your brand’s official social media channels, social listening tools should be used to learn what people are saying about your brand across the Internet, often on their own individual social accounts or blogs. Such unstructured data can reveal a great deal about customer sentiments and help your brand tackle any issues that need to be addressed.

Customer feedback surveys

Perhaps the most direct source of customer data is the traditional survey. Asking customers specific questions about their experience is always an ideal way to enhance service, so your brand should make sure to encourage detailed responses and include a free-response section for further comments.

Contact center KPIs

Lastly, a critical source of big data is the set of KPIs monitored in the contact center. By analyzing different aspects of the customer experience from your brand’s customer service hub, you can make improvements to the technologies and practices that affect your service. KPIs may include average handling time, the number of re-routed calls, first contact resolution, abandonment rates, customer satisfaction scores, net promoter scores, IVR usage, and average hold time, for example. And don’t forget the data collected on agents: Individual performance records and agent turnover rates can both indicate how much training agents need, which areas need the most attention, and how best to motivate your agents for success.

In today’s world, satisfactory customer service is not enough. Customers demand seamless and engaging experiences, and big data is key to understanding just how your brand can make that happen. To delight your customers with seamless and cutting-edge service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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6 Essential Tips for Achieving First Contact Resolution 👇

Timely customer service should always be a top priority for companies. However, acting swiftly without compromising quality, personalized customer service can indeed be a challenge. First contact resolution, or FCR, is an important metric for many contact centers as it indicates just how successfully customer cases are being resolved in a single interaction. Here are six tips for achieving FCR and delighting your customers in the process.

Set FCR guidelines for your contact center

To empower your agents to do their best at achieving FCR, set clear goals and guidelines and welcome their input. Take the time to explore the most common reasons for repeat customer contacts, and work as a team to find the best resolutions and set a procedure in place to handle them. Create customer service scripts as a team and be sure to adapt the procedure and scripts to the channel being used. For example, a script for the voice channel may differ from a social media exchange, as voice tends to be more personal with an emphasis on tone of voice, while social media communication may involve short exchanges of text. When all agents are focused on a clear and common goal, the chance of achieving FCR with full confidence increases.

Be a good listener

While scripts provide agents with a sense of direction, agents should never forget to listen closely to the customer. A key component of achieving FCR is understanding exactly what the customer needs, which can only happen when he is heard. Make sure agents give customers the time to explain their issue without rushing them. Taking a little time to clearly understand an issue can eventually help an agent reach FCR more quickly.

Monitor channels and agent performance regularly

Regular monitoring on all channels, from call monitoring to analyzing SMS and social media exchanges, is truly essential to achieving first contact resolution. These channels provide valuable information about your customers’ needs. In addition, make sure to monitor agent performance as well. Ask agents to rate their own performance, and offer mentoring, training, and a peer support system to help agents reach their personal goals for improving performance.

Take customer surveys seriously

When sending post-contact surveys to customers, do not hesitate to ask how your brand can deliver better service by offering a free-response section. The comments customers offer can provide tremendous insight into improving practices that may, in turn, improve FCR. When asking questions, make sure to make them specific to the service process so as to obtain the most detailed and accurate information.

Embrace an omnichannel approach

Sometimes it can be difficult or even inappropriate to continue a service interaction on a single channel (think of long and stressful exchanges on social media). In these situations, moving to another channel with the customer’s approval can be essential to making him happy and achieving FCR. Whenever tensions begin to rise or an exchange becomes too complex to handle on a given channel, agents should calmly request to switch to a more appropriate channel for the simple reason that they would like to help serve the customer better.

Consider FCR from the customer’s perspective

FCR has not been achieved if the customer still thinks the problem persists and will need to make further contact for support. An agent may think he has answered all the customer’s questions, whereas the case is not completely resolved from the customer’s point of view. Agents should be careful not to label a case as closed if the customer shows any doubt about the resolution. Always ask customers if their current question has been answered and if they are satisfied before closing.

First contact resolution can be achieved with a balance of attentive listening, a team effort to follow consistent quality practices, and a willingness to persevere until the best solution is found. To deliver exceptional customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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7 Reasons Social Customer Service is Essential for Every Brand 😆

As social media continues to grow in popularity, the same can be said for social customer service. As fast-paced and often public channels for communication, it’s no wonder that customers embrace them to engage with brands when they need quick and direct answers to their questions. Indeed, the following statistics illustrate just how essential social customer service has become, and will continue to be, to great customer experience. Here are seven reasons why your brand should make social customer service a top priority.

Social media remains the top Internet activity

According to We Are Social, there are over 2.3 billion active social media users in the world, while numerous studies have further noted that social media remains the top Internet activity. When one considers the number of different activities people do on the Internet—from checking emails to research to playing games—the dominance of social media is a clear indication that people love this mode of communication. For this reason, expect more and more customers to communicate with your brand on their favorite channels.

Customers actively turn to social media for service

Just as people like tweeting to their friends and sharing Facebook posts with them, the same is true for customer service.
JD Power found that 67% of customers turn to social channels for service, meaning that every brand should optimize their social channels for efficient, real-time service.

The greater the service, the more loyal the customer

When customers are truly satisfied with their social experiences, the payoff for brands is extraordinary. Aberdeen Group reports a 92% retention rate among brands with a well-planned social customer service approach. And it gets even better: The same brands also enjoy a 21% year-over-year increase in positive social media comments. The stronger the social experience you provide your customers, the more loyal they will be.

Poor social customer service is costly to brands

When your service is less than stellar, it can truly cost your brand. According to Gartner, brands that do not respond to existing customers on social channels experience a 15% churn rate. As a general rule, never ignore comments on your social channels, offer customers timely responses, and be sure to move the conversation to another channel for further discussion when appropriate.

Social customer service is cost-effective

Compared to other contact center channels, social media is highly cost-effective. According to NM Incite, a single social customer service exchange costs approximately $1, compared to $6 for a voice call. It’s a true win-win situation for every brand: A chance to serve customers better on a global scale at a fraction of the cost of a traditional channel.

Mobile is the way to go

Social activity is especially dominant on mobile. According to Twitter and Facebook, 80% of daily users are mobile on both channels. Conversational commerce has become the new way to engage mobile customers and provide them a one-stop shopping experience, making mobile an essential part of the future of customer experience. Furthermore, mobile complements the in-store experience: Pew Research found that 58% of customers use their smartphones while shopping in-store.

Happy customers tell their friends on social

Lastly, when you provide your customers with great social customer service, they are happy to share their enthusiasm. An American Express study found that 42% of customers will tell friends on social media about their positive customer experiences. On the flip side, 53% will also tell their friends about negative experiences. The key takeaway? Make every social interaction count, and give customers your best to win their loyalty and advocacy.

Social customer service is a key element of the omnichannel customer
experience. Brands should no longer ask if they should engage their customers on social, but rather, how best to engage them for long-term loyalty. To deliver optimum social customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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7 Customer Engagement Trends to Follow in 2017 👌

Customer engagement experienced quite an evolution in the past year. New technologies paved the way for both seamless and increasingly innovative customer experiences, redefining the role of human agents in customer service. But the power of the personal touch is still essential: In 2017, customer engagement will be marked by a need to balance the cutting-edge technologies that drive optimized experiences with the human touch that inspires and wins the loyalty of customers. Here are seven customer engagement trends to follow in 2017.

Artificial intelligence

In 2017, artificial intelligence will continue to play a key role in delivering faster and more optimized customer experiences. This past year saw the rise of chat bots and intelligent assistants as conversational commerce took customer service by storm. AI technology is making it possible to deliver personalized customer experiences by using customer data to offer tailor-made recommendations, enhancing the product research experience, and ultimately allowing customers to make purchases and resolve issues with greater speed and precision than ever. From luxury brands like Louis Vuitton to fast food chains like Domino’s Pizza, artificial intelligence is rapidly reshaping customer engagement and redefining seamless experiences.

Customer centricity

It is often said that the customer is always right, and now companies are realizing that the customer should always be the top priority. Customer centricity has become a new rule for many brands, simply meaning that every step of the journey must benefit the customer and take his point of view. Expect to see more brands take steps toward improving their customer experience by offering more automated options to save time, a better omnichannel experience, and a stronger effort to provide a human touch where it is needed the most. It pays to listen to your customers: According to Deloitte, customer-centric brands are 60% more profitable than brands that are not customer-focused.

Big data

Big data has been a hot topic for awhile now, but its importance just continues to grow. Many brands are recognizing how essential it is to collect data from their customers from various sources–both digital and human as well as structured and unstructured–to make significant service improvements. Different data sources may include but are not limited to social media comments, customer feedback surveys, speech and text analytics, CRM software, and web and self-service analysis. By analyzing customer behavior and input across different channels, brands can obtain a global picture of the customer experience and create more effective customer journey maps that meet service needs.

Social customer service

Social media channels have been popular for customer service for some time now, with numerous brands using platforms such as Facebook and Twitter to deliver real-time customer service. However, this past year witnessed an incredible shift in how social media is used as well as a new brand approach to customer engagement on these channels. Global Web Index claims that more than 2.3 billion people worldwide are active social media users. The recent shift? A Business Insider report found that messaging apps have recently surpassed social media channels in terms of monthly active users, with comScore data revealing that millennials are the leading generation of messaging app users. Brands are taking note by engaging more and more with customers through messaging apps, establishing a more direct and personal approach to customer engagement. Apps such as Facebook Messenger, WhatsApp, and Kik, to name a few, are paving the way for conversational commerce and seamless customer experience by enabling brands to provide highly personalized and rich content. From providing easy click-to-call buttons to scannable codes and video attachments, such apps are adding a new layer of sophistication to social customer service that will continue to grow in 2017.

Mobile customer experience

The popularity of messaging apps signals the fact that mobile use is still on the rise. Statista states that the number of smartphone users passed 2 billion worldwide in the past year—a number that is expected to keep growing. Heavy mobile use translates into greater demand not only for messaging apps, but for other channels such as SMS, email, and traditional voice. To stay competitive and customer-centric, brands may, for example, optimize their mobile experience by offering automated service options such as visual IVR and callbacks for a better voice experience. Optimizing other mobile channels with easy click-to-call or chat buttons, scannable discount codes, and marketing offers based on geolocation data can further help customers on the go or shopping in-store.

The cloud

The cloud continues to rise: Research and Markets claims that the cloud-based contact center market is expected to reach $15 billion by 2020. Numerous brands have found tremendous success with cloud adoption, citing greater scalability, flexibility, and seamlessness for richer customer experiences at dramatically reduced costs. The efficiency and cost-effectiveness of the cloud therefore ensure its solid place in customer experience for the coming year.


It is sometimes said that the difference between multichannel and omnichannel is optimization: The latter shows a brand that is truly omnipresent and ready to serve its customers at any time. Optimization is now the rule rather than the exception, and it applies to brands on a global scale. The omnichannel experience needs to be optimized, meaning that all channels should be staffed if not 24/7, at least enough to meet demand. Customers should also feel they are getting a quality experience no matter which channel they are on, with no lack of information. However, optimization also applies to agents and brand practices. Now more than ever, it’s important for companies to properly train agents to master the channels they work on and help them switch easily as customer demand shifts. Lastly, reaching out to customers on their preferred channels is a way to optimize practices for greater long-term loyalty as it demonstrates a desire to put customer needs first.

As technology continues to enhance the customer experience, brands need to balance such tools with a personalized and humanized approach to customer service. To deliver the very best in customer service in 2017, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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7 Creative Ways to Engage Brand Advocates 😏

When customer service is done right, many people are eager to share their enthusiasm. From social media posts to traditional word of mouth, happy customers can quickly turn into brand advocates who are willing to boast about the brands they love. Needless to say, these customers are vital to brand success and, when engaged properly, can play a key role in future brand growth and creating great customer experiences. But like any customer, these fans need recognition and ongoing engagement to cultivate their advocacy. Here are seven creative ways your brand can engage advocates for ongoing satisfaction and success.

Identify and acknowledge your brand advocates

First and foremost, your brand needs to find out who your advocates are and acknowledge them. Look closely at your social media channels, analyze customer emails, listen to call samples, and analyze customer feedback to determine which customers are saying great things about your brand. Then begin to engage them by taking the time to thank them and acknowledge their comments.

Take an omnichannel approach

Embracing an omnichannel approach is important to reaching out to your brand advocates on a global scale. Never underestimate the channels they may be present on, and strive to make contact with them on their preferred channels. Understanding the key channels your customers use is essential to delivering great experiences and engaging regularly with your advocates.

Reach out to key influencers

Among your brand advocates are a few people who truly promote your brand above the rest. These influencers are often highly active on social media, and millennials are frequently key influencers, as they tend to be most active on social platforms. Reach out to these advocates who have a strong following, ask them for their overall feedback, and offer to let them review products or services. The more good things they say about your brand, the more their followers will take notice.

Get them involved in brand development

Your customers know better than anyone else just which products or services work well (and which don’t). Go a step further than merely asking for feedback and ask your advocates to get involved in brand development. Ask them for their opinions on how products can be improved, or contact a select group of influencers about a specific product in development and ask them for their participation in reviewing and previewing the product.

Engage them with fun contests and exclusive content

An ideal way to engage your advocates is to turn their advocacy into a fun game. Run “fan favorite” contests that encourage your advocates to vote for a favorite product, and offer rewards for their participation. Social media channels are, once again, ideal platforms for generating fun competition and promoting your brand. In addition, offer advocates exclusive content such as sneak previews of upcoming products and behind-the-scenes views of product development.

Take a personalized approach to engaging advocates

Always remember the human touch! Addressing advocates by name is a must, and taking the time to make personal contact is important. Send handwritten notes thanking them for their advocacy, offer them special discounts, and, whenever possible, send them a free product to enjoy.

Offer loyalty and referral programs

Your advocates are loyal to your brand, so show them your appreciation with a loyalty program. For example, offer your brand advocates upgrades, discounts, and free products based on points they have earned through purchases. Offering additional bonuses such as extra points after a first purchase, on a birthday, or during major holidays are also great ways to keep them engaged. Lastly, honor their goodwill to your brand by offering a referral program as well. Help them gain extra points and rewards whenever they refer family and friends, and be sure to reward these new customers, too!

Brand advocates are the embodiment of great customer experience. They are the champions of your brand and therefore key players in helping your brand improve continuously. With a personal touch, ongoing engagement, and acts of appreciation, your brand can delight these advocates for long-term loyalty. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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7 Ways to Break Down Silos for Seamless Customer Experiences 😊

In any business, a lack of communication among employees and across departments can be disastrous to growth. When everyone isn’t on the same page, and directions are simply unclear, employees may think they are doing their best but in fact are failing to deliver what the brand has promised to its customers. Such is the problem of operational silos, which are essentially people, processes, or management methods that fail to interact properly with one another and consequently affect an organization or business as a whole. While sometimes silos may be considered a good thing—for example, when an automobile company assigns a specific department to work on a specific model—the overall goal of a brand may be lost, collaboration suffers, and the customer experience is compromised. Here are seven ways to break down silos and create truly seamless customer experiences.

Set brand goals and clearly communicate them to all employees

In order to achieve goals as a company, everyone needs to know what they are. Corporate executives must define clear brand values, priorities, and processes and communicate these messages to all employees through the appropriate managers. When everyone has common goals to strive for, an organization may thrive better as employees are better informed and more confident in their roles.

Involve all members of the organization when soliciting feedback

An essential way to understand how a brand can improve is to solicit and share feedback across the entire company. This means asking everyone from customer service agents to managers and top administrators for their opinions as well as detailed accounts of their experiences within the company. For example, agents may share stories of difficult customer cases, encouraging executives to revise practices in place and improve the customer experience.

Use CRM to centralize customer data

Centralizing customer data is a must, as a lack of customer information during a service interaction costs customers time and quickly makes them lose confidence. CRM software is ideal for collecting all customer data in one place, giving agents quick access and the ability to make real-time updates, and creating a truly seamless customer experience.

Test your customer experience through roleplay

To better understand your brand’s customer service experience, try putting your employees in the customer’s shoes. Ask employees to try contacting your brand on various channels and observe the results to see if your brand is truly delivering a great customer experience. Is better communication needed among agents? Are inquiries being sent to the right department? Such questions can best be answered by playing the role of the customer and learning from the experience.

Include various departments in meetings and training sessions

Meetings should include members of various departments to include as many different perspectives as possible. Employees may share updates about products and services each team is working on, swap customer stories for a better global view of the company, and offer input on what improvements can be made. Similarly, training sessions should also include employees from different departments to help everyone unify their approach to delivering great customer service.

Offer networking events and professional development for greater employee engagement

Motivate your employees by giving them opportunities for professional development. By doing so, your brand can create a stronger team spirit, convey your brand values, and give your employees a chance to reflect on their roles and apply their skills with more confidence. Also give them a chance to network socially with one another at offsite events to encourage conversation and create stronger social ties that keep up the team spirit.

Encourage greater collaboration within and across departments

Lastly, a prime way to make sure employees don’t stay within operational silos is to make sure they have chances to take on different roles. For example, managers may rotate roles within departments to let employees take on different perspectives and create buddy systems or small teams to check each others’ progress and offer peer support. The more employees collaborate and understand each others’ roles, the more cohesive the company.

Operational silos can prevent a brand from delivering a seamless customer experience, but greater communication and a dedicated approach to discussing brand values as an organization can remedy the problem and make a brand stronger. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium conversational commerce platform for great customer experiences.

#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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Vocalcom is one of the foremost players in cloud contact center and conversational commerce technology.
Vocalcom was founded on the principle of 'beautifully simple' design, providing advanced contact center solutions that are easy for agents and customers to use. The Contact center software and “Social First” technology from Vocalcom, are leading contact center software solutions enabling thousands of contact centers worldwide to enhance the customer experience with new ways to collaborate, communicate, and engage. Our full-suite of contact center software can streamline your operations by integrating your back-end processes, customer data, service agents, communication channel, and customers on a single platform. More than 3,500 companies such as McDonald's, Disney, and ITV are using Vocalcom to lower their support costs, raise productivity, and deliver the most amazing customer experiences. Loved by 550,000+ users for its beautifully crafted interface, Vocalcom is a customer contact center platform, easy to try, buy, implement, and use. Furthermore, the Vocalcom predictive dialing solution automates, organizes, and manages outbound dialing campaigns, allowing businesses of all sizes to build productivity, drive sales growth and marketing success in a way that is secure, differentiated and cost effective. Get it all together. In one place. In contrast to conventional contact center software, our contact center solution is all-in-one from day one.'s contact center software solution is delivered in the cloud, by subscription, so you’re freed from the ongoing expense and headaches of running and maintaining IT infrastructure for contact center software. 

Take full advantage of the multitenant, distributed cloud using Amazon Web Services. Access a broad set of innovative functionality developed and delivered by a single vendor – And secure your cloud investment with a partner you can trust.