CCNG
NOVEMBER 9, 2021
Ten years after we were told that Software is Eating the World, we’re now well aware that The Cloud is Eating the World. Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. CRM has long been in the cloud. COVID sent agents to work remotely, and the current job market will keep them there.
Contact Center Pipeline
NOVEMBER 9, 2021
More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due to the need for social distancing, many businesses closed—some for good. Other companies turned to remote-work models. This has affected some groups of workers more than others. A Look at the […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
NOVEMBER 7, 2021
We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients.
ShepHyken
NOVEMBER 3, 2021
One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix. But what happens when it becomes a trend? With that in mind, here’s his question, followed by my answer and comments.
Advertisement
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.
Beyond Philosophy
NOVEMBER 11, 2021
Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now. So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. .
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ProProfs Blog
NOVEMBER 15, 2021
While searching for the best survey tools, you might have bumped into Typeform. It is one of the leading survey software used across marketing, HR, customer success, education, and various other industries. . Even though Typeform offers multiple advantages, it isn’t the right fit for all business needs. That’s why more and more businesses today are looking for Typeform alternatives that are easy on the pocket and offer the best-in-class features.
Contact Center Pipeline
NOVEMBER 11, 2021
I have grown up (personally and professionally) over the past 30-plus years working in the call/contact center business. I began in the early ’80s when my husband David and I owned an “interconnect” telephone company. Interconnect companies sold premise-based telecommunications systems to businesses and hooked them up to the Bell System operating companies.
Call Design
NOVEMBER 4, 2021
Which is better Direct Query or Webservice? This is a question that is asked a lot in businesses where data needs to be extracted from various sources and collated. As technology and security increase, so too does the tightening around access and use of said data, especially within the contact centre. Traditionally, this access was analogous, and extracts could be run either by direct user access or via an application middleware, but these processes are changing.
ShepHyken
NOVEMBER 10, 2021
Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. Next, she explained why.
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.
Beyond Philosophy
NOVEMBER 6, 2021
The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Does your organization like to pretend that complaints never happen?
Bill Quiseng
NOVEMBER 6, 2021
When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied. But their satisfaction does not guarantee their return. The good news is that your satisfied customers didn’t complain.
ProProfs Blog
NOVEMBER 19, 2021
At some point in time, we all have answered a poll – Whether it was a question about our ideal election candidate or our favorite beverage brand. We love when somebody cares about our opinions. . And just like online surveys, poll questions are also a great way to gauge public opinion on a specific topic. A poll is nothing but a mini-survey having one or two questions that help you connect with your audience for on-the-spot feedback.
Contact Center Pipeline
NOVEMBER 18, 2021
As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like. The hybrid work model, in which agents work at home but come into the center a few times a week, is gaining prominence as a way to meet agents’ demands for more flexibility, better work-life balance and the […].
Advertisement
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.
Fonolo
NOVEMBER 23, 2021
When you think of the phrase “call center training”, does the word fun come to mind? If it doesn’t, you’re probably not alone. After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.
ShepHyken
NOVEMBER 23, 2021
What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB’s can compete with giant brands when it comes to problem resolution for delays, theft, and problems during the holiday season.
Beyond Philosophy
NOVEMBER 18, 2021
Consumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we perceive as necessary for basic functioning. Unfortunately, panic buying shows that the difference between everyday life and chaos has a thin margin. However, it also reveals a powerful tool in your customer strategy: Scarcity.
SharpenCX
NOVEMBER 17, 2021
Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. And, when compared to the cost of customer acquisition, customer retention costs almost 5x less than bringing new customers under your umbrella.
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!
ProProfs Blog
NOVEMBER 9, 2021
Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Probably not! Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach.
Contact Center Pipeline
NOVEMBER 24, 2021
When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer service realm. Today, IVA technology is revolutionizing how customer service is delivered and is changing the game for many organizations as they strive to come back stronger in the post-pandemic era […].
The Northridge Group
NOVEMBER 30, 2021
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort a customer, who calls in with an issue, a compassionate associate will not only offer comfort but go beyond that by offering practical solutions and taking appropriate actions to improve the customer’s situation.
ShepHyken
NOVEMBER 17, 2021
Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you be willing to call for a reservation, wait on hold, pull out your credit card to verbally give your payment information, and stand in line at the ticket counter to check in on the day of departure?
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.
Outsource Consultants
NOVEMBER 1, 2021
Want to be terrified? 96% of customers will leave you because of a bad experience with your brand. When things are going well with your customer-facing teams, this stat probably seems like fear-mongering. And that’s because customer experience is easy during easy times — but what about when things get hard? Like many leaders, you’ve probably realized you’re getting more inquiries than you can handle, and you’re looking for contact center strategies to deploy as demand spikes.
Nextiva
NOVEMBER 17, 2021
Of all the problems that plague growing businesses, the most frustrating is trying to understand user behavior. But then, when you think you've figured it all out, loyal customers begin to leave without warning. Or, new visitors spend hours on your pricing page only to leave without buying. Every team — from support to sales […]. The post How to Use a Customer Journey Map to Keep More Customers [+ Real Examples] first appeared on Nextiva Blog.
ProProfs Blog
NOVEMBER 15, 2021
Entrepreneurs wishing to scale their business often fall prey to expensive consultants and time-consuming PR experts. The result? A few of them experience positive outcomes while others don’t. What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . Yes! You heard that right.
Contact Center Pipeline
NOVEMBER 4, 2021
“Thank you for contacting us.” There’s nothing wrong with that little email starter sentence, but it’s not great, either. Think about it. In most cases, you’re thanking customers for doing something they wish they didn’t have to do: email you to complain about a problem or to get help. Sure, that opener is polite enough, […].
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
The Northridge Group
NOVEMBER 4, 2021
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes.
ShepHyken
NOVEMBER 12, 2021
Christan Hiscock is the CEO and co-founder of Kardia Financial Group , an organization that believes that the financial services industry should not be solely focused on dollars, but on helping people truly get to the heart of their financial goals. He shares the foundational guide for everything a company does, the reason why the company was started and its values.
Concentrix
NOVEMBER 22, 2021
This acquisition marks an evolutionary milestone for Concentrix, supporting the growth strategy of investing in digital transformation to deliver exceptional customer experiences. The post Concentrix Announces Acquisition of PK, a Leading Global CX Design Engineering Company appeared first on Concentrix.
Expert insights. Personalized for you.
259 
Let's personalize your content