Brad Cleveland Blog
MARCH 9, 2023
I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team is juggling customer workload across channels—phone, chat, social media, et al.—and it feels a bit … Continue reading → The post Can agents get work done between customer contacts? appeared first on Brad Cleveland.
Lumoa
MARCH 9, 2023
In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.
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Contact Center Pipeline
MARCH 9, 2023
The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge. The COVID-19 pandemic and subsequent repercussions (like supply chain disruptions and staffing shortages) have made it even more difficult to plan for and predict spikes in customer service.
Outsource Consultants
MARCH 9, 2023
During the COVID-19 pandemic, work-from-home models spread throughout the call center industry. Some BPO providers were fortunate enough to have a remote work infrastructure in place before the COVID-19 pandemic, but many had to quickly adapt to new quarantine regulations. As a result, many call centers were forced to make short-term adaptations to their employees’ working processes in a blink of an eye.
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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.
Lumoa
MARCH 9, 2023
Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. How customers react to your products and services is vital data, but it’s only accessible if you put together a sound customer feedback strategy to obtain it.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TeamSupport
MARCH 9, 2023
In today’s fast-paced and digital world, messaging has become an increasingly popular form of communication for customers. It is important for companies to adapt to their customers' preferences in order to provide the highest levels of satisfaction, gain more customers, and provide the best customer experiences. That’s why we’re excited to announce the addition of two new messaging channels to our live chat software: WhatsApp and Google Business Messages.
Fonolo
MARCH 9, 2023
CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. The first study was done in 2003 — can you guess which direction the overall trend has headed since then? If you guessed there are more complaints than ever, you’re right. 66% of respondents had a serious problem with a product or service over the previous year.
LiveVox
MARCH 9, 2023
Today’s generation of consumers are much different when compared to the previous one. The on-demand and quick service that has become standard has changed the way businesses interact with customers. The call center is no different. It was only two decades ago that call centers were dominated by phones. Agents would spend their entire shifts […] The post How to Make Text Messaging for Businesses Effective appeared first on LiveVox.
Helpware
MARCH 9, 2023
Today's customers have access to a world of information at their fingertips, which makes it easy to shift brand loyalties. This reality leaves some companies wondering what they can do to retain customers and combat churn.
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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
JivoChat
MARCH 9, 2023
Do you know how to use Instagram filters? There are thousands of them, which you can use to make your stories and edit the videos and pictures you will post on the platform. Many filters are made by Instagram users, and they are a huge success. You will find funny filters, cute ones, and filters that look like you have applied makeup to your face. Some brands even create their own Instagram filters to promote their products and interact with their audience.
TeleDirect
MARCH 9, 2023
Discover the pros and cons of U.S. vs international BPO operations to determine which option is better for your business. Learn more in this comprehensive guide. U.S. Call Centers vs. International Call Center Operations: Which is Better? The same rules apply regardless of what industry you’re in or what type of product or service your company offers.
Strategic Contact
MARCH 9, 2023
In recent years, we have had the pleasure of being immersed in the credit union industry. We’ve fielded comprehensive benchmarking surveys that cover contact center operations, metrics, technology, and resiliency. We’ve facilitated advisory group meetings and roundtables in which CU contact center leaders discuss significant accomplishments, challenges, and plans.
TeleDirect
MARCH 9, 2023
What and where is the 855 area code number? If you are a business interested in establishing a toll-free number or looking for a professional customer call center service, we’re here to help. What and where is the 855 area code? So, perhaps you’ve received a call from an 855 area code lately. Do you know where area code 855 is located? If you’re stumped, don’t worry.
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.
Hodusoft
MARCH 9, 2023
Optimizing CX with Omnichannel Contact Center in Your E-commerce Business If you’re an e-commerce entrepreneur, this question is for you. Do you think you provide adequate customer experience (CX) to your customers? Think again. A Twilio study revealed 85 percent of brands thought they offered personalized CX. But just 60 percent of customers agreed.
TeleDirect
MARCH 9, 2023
Learn about the latest trends in work-from-home call centers since the onset of the COVID-19 pandemic. Find out how companies are adapting to this new remote work model and how it impacts the customer service industry. Work From Home Call Center Trends After COVID-19 Since the COVID-19 pandemic began, modern society has undergone massive changes. One of the most striking is the relationship many people have with their work and career.
ChurnZero
MARCH 9, 2023
Any business function that wants to scale its capabilities needs two things: process and technology. Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. Good leaders can often implement best practices on their own initiative – but tools require budget. The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job.
JustCall
MARCH 9, 2023
The impact of sales gamification is much lar ger than you think. Gamification is being embraced by more than 70% of organizations belonging to the Global 2000 list of companies. Gamification is known to enhance loyalty, customer engagement, and motivation. The need of the hour? Organizations must leverage the fundamental elements of game design. These include story, mechanics, aesthetics, and technology.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Arbeit
MARCH 9, 2023
Keeping Your Business Numbers Free of Negative Labels: Best Practices to Follow As a business owner, you rely on phone calls to reach your customers and keep your operations running smoothly. However, with the rise of spam and robocalls, it has become increasingly difficult to ensure that your legitimate calls are not being mislabeled as spam or scam.
JustCall
MARCH 9, 2023
If you think call center training is a thing of the past, the data will make you think again. For instance, according to research, simulation training, which is a part of such a training module: Outperforms role-playing-based training in terms of accuracy and speed of processing customer calls Improves agent performance at higher levels of task complexity Why is Agent Training Important?
CSM Magazine
MARCH 9, 2023
Attracting the best talent to your business is obviously important, which is why you should take care when it comes to advertising your job roles. Content is key to ensuring that you are appealing to the right candidates. One of the key things that you need to be aware of when advertising your vacancies is the difference between a job advert and a job description.
JustCall
MARCH 9, 2023
Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
CSM Magazine
MARCH 9, 2023
PCI Pal Agent Assist delivers PCI DSS compliance and enhances payment experience for the public sector. Darlington Borough Council has selected PCI Pal , the global SaaS provider of secure payment solutions for business communications, to manage its contact centre payment security and ensure it adheres to the compliance standards relating to card-based payment transactions.
JustCall
MARCH 9, 2023
Providing delightful customer service is as necessary as the quality of your services or products. As per Shep’s ACA 2022 study Top 6 Contact Center Features Every contact center solution provides plenty of features to enhance contact center functionality. The following contact center features list covers the most significant ones. 1. CRM Integrations The contact center software must be able to integrate seamlessly with your helpdesks and CRM (Customer Relationship Management).
ChurnZero
MARCH 9, 2023
Any business function that wants to scale its capabilities needs two things: process and technology. Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. Good leaders can often implement best practices on their own initiative – but tools require budget. The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job.
JustCall
MARCH 9, 2023
To grow sustainably, businesses must understand the parameters that affect their growth. Contact center metrics and key performance indicators are these parameters – the reflection of how a business has made its customers happy. While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed.
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
Unymira
MARCH 9, 2023
USU’s SaaS Management software has been awarded The ITAM Review’s prestigious certification , whoop! It's good news in times where economic and trading outlook occurs less certain. And where 2023 probably will becoming a year with many organizations need to tighten their belts.
JustCall
MARCH 9, 2023
Given the fact that contact centers are where most of the customer activity happens, this department needs robust tools and solutions to handle the load. To help businesses manage call volumes in addition to keeping their efforts goal-aligned, they can choose from various types of contact center solutions. Through this blog, let’s understand the types of contact centers that exist to make business functions easy.
CSM Magazine
MARCH 9, 2023
eCommerce has broken down barriers when it comes to consumerism and largely moved the vendor-buyer transaction to a faceless digital one. Despite this, customer experience remains key, with one Ipsos survey reporting that a huge 85% of online shoppers would not return to an ecommerce vendor who had provided poor service. There are three main arms to providing excellent customer service in the ecommerce sphere, and the most crucial of these is, undoubtedly, the speed and accuracy of delivery,
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