Edify
JANUARY 25, 2021
Humans and AI will work together to make things great for customers. Excellence in customer experience (CX) has always depended upon the personal touch — creating an interaction for users which feels individualized and highly responsive to their needs, while efficiently satisfying and resolving those needs to leave them feeling great.
ShepHyken
JANUARY 25, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. “I Wish the CEO Would Try and Open This F@#!* Package” by Chip Bell. (Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging.
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HGS
JANUARY 25, 2021
Ready to modernize your contact center? Assess trends with care. ‘Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner Hype Cycle.
Customer Service Life
JANUARY 25, 2021
Image by Andrzej Rembowski from Pixabay. In a household with three elementary age boys, it may not come as a surprise that we’re inundated with Legos. In fact, I’m pretty sure I could build an addition onto my house just using Legos. My wife, however, threw me a curveball this year when she asked for a Lego set for Christmas. But not just any Lego set.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
TELUS International
JANUARY 25, 2021
Do you know how to provide great customer experiences to the 'everything customer'? Find out how to satisfy the next generation of consumers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Russel Lolacher
JANUARY 25, 2021
Are you taking the necessary approach to build customer trust? . “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett. Trust is essential in any good and great relationship. The reason – it’s considered in every aspect of it, that includes the relationship your organization has with its customers.
Ansafone
JANUARY 25, 2021
Successful businesses have found they need to adapt to the digital lifestyle that their customers are embracing. One of the ways that companies can do this is by ensuring they have an effective online presence. For a business to appropriately interact with their online customers, live chat is one of the fastest ways to communicate … Live Chat as the New Standard for Customer Service Read More ».
Inbenta
JANUARY 25, 2021
Any friction in a customer’s journey can make or break customers’ loyalty and have an impact on potential revenue. Luckily, technology keeps on adapting to help deliver tools that can make customer experience (CX) a truly seamless experience for companies and consumers. So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business?
Nuance
JANUARY 25, 2021
Go-lives are notoriously large undertakings that require extensive planning to ensure new technology doesn’t cause lengthy disruptions while users acclimate to a new EHR. Virtual go-lives are no different; in fact, they require additional considerations for support teams to be aligned and effective, whether help comes in-person or from afar. I sat down with Jodie [.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Ambs Call Center
JANUARY 25, 2021
“But I DID call! It’s your fault, not mine, that you didn’t get the message.”. Maybe they did call, maybe they didn’t, but either way you, as a manager, have a problem on your hands.
Talkdesk
JANUARY 25, 2021
The post The 5 Stages of Building a Resilient Healthcare Contact Center appeared first on Talkdesk.
ClientSuccess
JANUARY 25, 2021
For most customer success departments, the internal department you work closest with and most often is definitely sales. And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks.
LiveVox
JANUARY 25, 2021
Contact center managers typically live and die by their metrics, keeping an eagle eye on numbers like customer satisfaction scores and first call resolution rate. One metric that doesn’t get nearly as much attention, though (and wrongfully so) is agent satisfaction. It’s no secret that your agents are your front-line representatives in dealing with your […].
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
aircall
JANUARY 25, 2021
A financial services call center is an efficient system for serving customers and managing financial risks. Especially since financial services affect many areas of our daily lives. People and businesses are happier and healthier during strong economic times. . In general, technology has made our daily activities faster and more convenient. Customers within every industry have higher expectations for customer service than they have had in the past.
OctopusTech
JANUARY 25, 2021
The past year has brought about so many changes for every industry. While some have suffered, others have learned to pivot and adapt to survive and even thrive during this pandemic. The BPO industry is one such industry that was able to leave behind archaic thoughts about remote working and accept it completely to function during the times of lockdown across the globe.
Talkdesk
JANUARY 25, 2021
Talkdesk helps accelerate return to normalcy with new Small Business Lending and Vaccine Administration solutions. With the specter of 2020 in the rearview mirror, humanity collectively aches for a return to normalcy in this new year. We yearn to start our lives again. Start our businesses again. Start our hopes and dreams again. But while we can begin to see the light at the end of the tunnel, huge challenges remain.
Ann Michaels and Associates
JANUARY 25, 2021
Last December, a Facebook social media post by an unhappy customer triggered anger among employees. Lidl in Tavistock, Devon had an alleged incident that the company is now investigating. This may be a situation where r eputat ion management went a bit too far. Customer Service & Social Media. Plymouth Live broke the story about a customer shopping, minding her own business in a Lidl Grocery Store, when suddenly she was asked to step in the back.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
NobelBiz
JANUARY 25, 2021
Today, KPIs are no longer consulted discreetly by the experts of the contact centers. They are now more shared than ever and are real tools for motivation and involvement for success that can finally measure the fruits of their labor. Here are the most prominent ones in Customer Service. The post 7 Key Performance Indicators for Excellent Customer service appeared first on NobelBiz®.
ViiBE Blog
JANUARY 25, 2021
When looking for a best in class AR remote assistance tool, industry leaders turn to ViiBE’s video call Zendesk integration. ViiBE’s Zendesk video call plugin has a proven track record of drastically boosting customer satisfaction and operational KPIs. Further, the exceptional performance of ViiBE’s integration makes it the first choice AR remote assistance tool for companies such as Decathlon and Allianz Partners.
NobelBiz
JANUARY 25, 2021
Measuring your contact center performance is the first cornerstone of your outbound campaign. In order to build an efficient and satisfying customer relationship with your customers, Choosing key performance indicators adapted to your customer service activity is a crucial element to your success. To help you see more clearly, here are the most prominent Key Performance Indicators for Customer Service: 1.
inSided
JANUARY 25, 2021
[Amsterdam, Netherlands – January 26, 2021] InSided, the Customer Success community platform , has welcomed two new board members and added two key roles to its leadership team in preparation for expansion in 2021. The leader in Customer Success technology strengthened its board of directors with the addition of Alan Facey, as well as Erik Aeyelts Averink who will serve as the Chairman of the Board.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
CSM Magazine
JANUARY 25, 2021
Customer relationship management is getting more important day by day. As competition in the markets increases with rapid globalization and lower entry barriers, it is becoming increasingly crucial for businesses to ensure that their relationship with every customer remains well-oiled. In such a situation, what is the one thing that companies can focus on to nurture great customer relationships?
Nuance
JANUARY 25, 2021
Go-lives are notoriously large undertakings that require extensive planning to ensure new technology doesn’t cause lengthy disruptions while users acclimate to a new EHR. Virtual go-lives are no different; in fact, they require additional considerations for support teams to be aligned and effective, whether help comes in-person or from afar. I sat down with Jodie [.
Certified Languages International
JANUARY 25, 2021
Vaccine hesitancy among minority communities remains high. This is not surprising, considering the historical mistreatment, bias, and systemic racism BIPOC and limited English proficient (LEP) individuals have faced from government and medical institutions in the U.S. In addition, Black and Latinx populations have been two of the hardest hit by the pandemic, disproportionately so.
CSM Magazine
JANUARY 25, 2021
If you’re looking for a way for your brand to cut through the clutter of today’s media landscape, you’re not alone. The average person is exposed to around 1,700 banner ads per month, but sees only half of them, and while there is an absence of official figures, it is estimated that consumers now encounter between 6,000 and 10,000 advertising messages a day.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Hello Customer
JANUARY 25, 2021
Digital transformation accelerated in many companies over the past year. Physical customer interactions have been reduced to almost 0. Companies increasingly have to service their customers via digital channels. As a service company, this can be challenging. How do you know if you still reach your customers? And does the digital experience meet your customer’s needs?
CSM Magazine
JANUARY 25, 2021
Marketing is a crucial part of a Business degree. It is also a rapidly changing field of knowledge, especially when we talk about digital strategies. Every day, people invent new tools, conduct new behavioral studies, and implement new strategies. That’s why it is important to always improve and study more. This list of excellent marketing courses will help one to start their education in this field, learn a particular skill, expand their knowledge, or get an industry-recognized certification.
TCN
JANUARY 25, 2021
Speech recognition technology has come a long way. Gone are the dark ages of call. The post A Beginner’s Guide to Speech Analytics appeared first on TCN.
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