Wed.Jul 10, 2019

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Training Call Center Agents For The Unknown | Holiday Prep Series

Calltools

The busy holiday season seems far off, but now is the right time to start thinking about how your call center agents will handle crazy call volumes. A lot of call centers hire more employees and seasonal workers to make the holiday buying season tolerable. Even veteran employees can become flustered when heavy call volume forces them to take more orders than usual.

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Statistics that Predict the Future of Customer Service

Return Customer

“The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.” Peter Drucker, better known as the father of management thinking, once gave us this beautiful gem of a quote. We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly.

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How to Calculate Outsourced Call Center Service Level and Why is it Important?

Advantage Communications

When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers. These metrics - as discussed in our blog titled ‘ 7 Key Metrics to Look out for When Outsourcing Your Customer Service to a Call Center ’ - include First-Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), Call Abandonment Rates (CAR), Customer Effort Score (CES), Av

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What Signals Are You Unintentionally Sending Your Customers?

ShepHyken

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Four Ways to Get Utility Customers to Cut to the Point On Customer Service Calls (These Tips Help Control Calls In Any Industry)

Myra Golden Media

I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. For my utility client, the discussion showed the most pressing issue was that Representatives didn’t know how to keep interactions focused and productive.

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CEO’s Guide to Growth Through Customer Experience

Sampson Lee

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum.

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Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be Successful

Contact Center Pipeline

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive. The average cost to recruit, hire and train each new agent starts around $6,500 depending upon vertical. Poor hires mean higher […].

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Leveraging Artificial Intelligence for CS

Customer Contact Central Submitted Articles

Leveraging Artificial Intelligence (AI) within customer service operations helps companies control costs while improving their support game.

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How MEC Put the Customer First During its Rebrand

Fonolo

Ah, the great outdoors. In Canada, we are blessed with an abundance of wildlife, majestic mountains, pristine lakes, and seemingly endless forests. Since the 1970s, if you were an experienced outdoorsman seeking to explore the authentic, raw, outdoors, then a trip to your local Mountain Equipment Co-op (MEC) was in order. Customers came to MEC stores to buy the best hiking, rock climbing, and back-woods skiing gear.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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How to Use a Welcome Email Campaign to Increase Customer Satisfaction

Nicereply

Beyond driving sales directly, welcome emails are valuable for the data they can provide about your customers. As in life, first impressions matter in email marketing—a lot. The welcome email, or series of emails, you send to your new customers, users, or subscribers may just be the most valuable one you ever send. A welcome email is different than a receipt or order confirmation.

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Net Promoter Score: Pros and Cons

Ansafone

When managing any business, you need a steady focus that will enable you to grow the venture. You have to think about how you will increase sales and the best ways to do so. There are various strategies that you can use to attract customers and increase the conversion rate, from social media advertising to … Net Promoter Score: Pros and Cons Read More ».

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Data Ownership: Who Owns Data, and What is It Worth?

Cincom

Sales, Marketing and Product Data Ownership, Value and Security Data ownership: who owns sales, marketing and product data, and how … Continue reading "Data Ownership: Who Owns Data, and What is It Worth?". The post Data Ownership: Who Owns Data, and What is It Worth? appeared first on Cincom Blog.

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6 Security Questions to Ask Your BPO Call Center

Ansafone

In today’s digitally connected world, having top-notch communication is essential for effective customer service. Customers expect top-notch service, which includes prompt response to their queries, or else they will move to your competitor. However, a majority of growing businesses may not have the manpower or resources to manage an in-house call center, leaving existing staff … 6 Security Questions to Ask Your BPO Call Center Read More ».

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Keep up with these Customer Experience Trends to Stay in the Competition: 5 CX Trends that are Changing the Game

SharpenCX

How often do you go back to a restaurant whose wait staff is lazy? What about if you had to wait two hours for your food? How likely are you to order clothes from a website if they don’t offer. Read More. The post Keep up with these Customer Experience Trends to Stay in the Competition: 5 CX Trends that are Changing the Game appeared first on Sharpen Contact Center Software.

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How video can increase customer engagement

Customercount

Video is an incredible tool to attract, engage and retain new and existing customers. It's why CustomerCount chose video to share its message worldwide. Continue reading → The post How video can increase customer engagement appeared first on CustomerCount.

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Dialers: Preview and Progressive

Integra

A great question that is getting around not just call centers but sales teams generally is how to increase productivity and efficiency. This is where dialers step in. If you’re just getting started figuring out what is the best style of dialing this post is a great start but if you need to know more let us know! In this post we will be covering Manual PBX dialing, Preview and Progressive. .

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Let’s Clean Up Our Vocabulary

Noble Systems

One of the earliest issues raised in the context of “robocall” processing was the inherent ambiguity of that term. The exact scope of a “robocall” still remains unclear, and even today different government agents (i.e., the FCC and FTC) have different definitions of that term. In the past, particularly in the context of analytics-based call blocking , we were saddled with a vocabulary that used inherently nebulous terms, such as referencing “illegal” or “legal” calls.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Concentrix Stands Out as a Leader with Star Power

Concentrix

The post Concentrix Stands Out as a Leader with Star Power appeared first on Concentrix.

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Customer Contact Week: Three Characteristics Every Customer Experience Should Have

Interactions

Formerly known as Contact Center Week , the appropriately rebranded Customer Contact Week lived up to its name by putting customers and the customer experience at the forefront of every discussion this year. The conference, which took place July 25-27 in Las Vegas with more than 2,000 attendees, emphasized the exciting transformation of the customer contact landscape through keynotes, Interactive Discussion Groups, and workshops.

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10 Pro Tips for Live Chat Customer Support

GetFeedback

Live chat support can be tricky. But don’t worry, we’ve got your back—follow these 10 tips to always deliver an amazing customer service experience.

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5 tips for managing the increasing volume of customer queries

Eptica

Date: Wednesday, July 10, 2019 Author: Pauline Ashenden - Marketing Manager 5 tips for managing the increasing volume of customer queries. Published on: July 10, 2019. Author: Pauline Ashenden - Marketing Manager UK brands find themselves responding to around 463.5 million contacts every month according to Eptica ’ s calculations. We found that 88% of consumers said they now contact companies more or as often as five years ago, with 16% getting in touch over twice as much.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Best Call Monitoring Providers [2019]

Avoxi

Request Demo Talk to an Expert Contact Us Looking for the best call monitoring providers? We just made your search easier by gathering a list of the most popular call monitoring providers. Each company on this list has been in the business for a meaningful period of time and can handle a wide range of… The post Best Call Monitoring Providers [2019] appeared first on AVOXI.

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SD-WAN, Voice and Communications from a Single Provider?

Momentum Telecom

Yes! It’s a Match Made in Heaven! SD-WAN has been a trending topic in the technology world for quite a while now, and long enough that it’s beginning to become commonplace in network discussions and more routine when it comes deployments. Today, most SD-WAN deployments are managed by companies that exclusively handle SD-WAN. So any voice provider that planned to sell SD-WAN as a part of their solution to a customer would essentially be relying on these third-parties or outsourcing t

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Rethinking digital transformation

Nuance

Many companies struggle with digital transformation. It should be so easy, though – out with the old and in with the new, correct? Well, wouldn’t that be nice! We all know that this is not how transformation works. No matter if you are a larger company, an enterprise, or a government agency, you cannot just […] The post Rethinking digital transformation appeared first on What’s next.

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Localization in Business: Providing the best Customer Experience for Global Customers

HelpCrunch

Localization, Internationalization, and Globalization Localization is a process of translating content, changing currency, pricing, and providing customer service to meet the linguistic, cultural, and legal requirements of a specific market. Internationalization, also known as i18n, [ … ]. The post Localization in Business: Providing the best Customer Experience for Global Customers appeared first on HelpCrunch blog.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Chillisauce Transforms Their Contact Center Operations with Talkdesk to Deliver Event Planning Magic

Talkdesk

My close friends and I always enjoy hanging out but often struggle with making a decision on what to do, where to eat, etc. We usually have a few options to choose from but tend to use the default response: “Doesn’t matter. I’m ok with anything.” Last summer, we went on a trip together to Hawaii. In order to make the most of it, we spent three months of planning to ensure we did our research about restaurants to eat at, places to visit, activities to do and more.

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New CX Metrics for Today’s Digital World

Bright Pattern

The customer experience (CX) is increasingly digital with over 95% of customer interactions starting on websites. Forrester research shows that customers are using and hopping between an increasing number of media channels, such as chat , text , messengers , and of course, traditional channels like email and voice calls. Even though “omnichannel” is still an industry buzzword and there has been a dramatic shift to new channels, fewer than 20% of companies offer a seamless, continuous conversatio

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June Redux - My Perspectives from Four Conferences on No Jitter

Jon Arnold

It’s time for my latest No Jitter post, where I’m a regular contributor as part of the BCStrategies team where we provide weekly thought leadership. June was an unusually busy month, including four very different industry events spread across three countries. I can’t imagine anyone else out there having been to all of these last month, so it’s fair to say you’ll get a unique perspective from this roundup.

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