Callminer

JULY 27, 2021

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.

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Customer Service 182

Fonolo

JULY 27, 2021

Performance measurement isn’t a new concept. Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”. Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Ansafone

JULY 27, 2021

Customers have begun choosing live chat as their preferred customer service contact method. Live chat has been available for decades, but in today’s technological age, it is surpassing other forms of communication. In 2021, customers prefer chatting with a live customer service agent over calling, emailing, and social media. Live chat offers customers a quick, … Is Live Chat Taking Over as Customers’ Preferred Contact Method?

Contact Center 127

Contact Center Customer Service Technology outsourcing 127

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. When the customer uses the word always followed by something positive, you are creating a predictable experience, and even more important, you are operating in the zone of amazement. For example, your customers might say: “They are always so helpful.”.

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Customer Service Customer Experience Personalization 403

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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.

Beyond Philosophy

JULY 29, 2021

I write about the behavioral sciences a lot. I advise on some first steps for you to implement strategies based on behavioral science findings. However, I haven’t written about what you should do to make sure it works. So, today I want to talk about ensuring that your implementations of the behavioral sciences works for your business and the five rules that will help you do that.

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Construction Advertising Consulting Consulting 221

Callminer

JULY 28, 2021

Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center.

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Call Center Management Contact Center 182

ShepHyken

JULY 30, 2021

This week we feature an article by Nathan?Liao, the founder of CMA Exam Academy. He writes about how businesses can be more successful by implementing changes that will boost client satisfaction. Social distancing regulations have ended in many areas, people are booking up their social calendars with events, airports are once again filled with excited travelers… it seems like the COVID-19 crisis is starting to become a thing of the past.

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Finance Enterprise Coaching Consulting 376

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.” However, the truth is I built an excellent team. So, today, we will look at the 5 Rules for building a successful Customer Experience team. .

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Customer Experience Consulting Consulting Customer centricity 221

Contact Center Pipeline

JULY 28, 2021

My 10-year-old son thinks I am so old, I roamed the earth alongside the dinosaurs! He is right in one way: I started in the contact center industry when things were very primitive. In fact, I began as an agent in the “Phone Age” (rhymes with “Stone Age”). Phone calls accounted for 99% of customer […].

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Customer Service Contact Center Accountability Call Center 204

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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

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Fonolo

JULY 29, 2021

Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success.

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Call Center Average Handle Time Contact Center Analytics 174

ShepHyken

JULY 26, 2021

Each week I read many 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. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Dive) Dissatisfied employees were more than 2.5 times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver q

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Customer Service Customer retention Contact Center Upselling 254

Beyond Philosophy

JULY 24, 2021

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. For three years running, Beyond Philosophy has been recognized by Financial Times as a leading management consultancy organization.

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Customer Experience Consulting Consulting Surveys 195

Contact Center Pipeline

JULY 30, 2021

The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home (WFH) make a successful transition to a more permanent model? Having the right remote-work tools in place to support WFH agents is key. Our Sustainable WFH Contact Center series filled most […].

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Contact Center Call Center Technology 162

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.

Customer Experience

Transparent BPO

JULY 29, 2021

Customer care providers should focus on clients, customers, and employees to achieve the right balance. By Jason Sterns, Vice President of Business Development, Transparent BPO The customer care industry has lost sight of a ‘service-first view of digital transformation.’ Too often, providers mention the term to prospective clients and then cloak it with rhetoric and […].

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Customer Care outsourcing Contact Center Call Center 133

ShepHyken

JULY 27, 2021

Choose Your Customers. How To Compete with the Digital Giants. Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways: Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. It is critical for brands to choose the customers that their business model, team, and company DNA engages with the best.

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Customer centricity Marketing Customer Service Management 235

Cyara

JULY 26, 2021

All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests. Today, we're sharing a few details about types of load testing because, as Sir Francis Bacon once wisely said, "knowledge itself is power.".

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Contact Center Pipeline

JULY 27, 2021

This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the song as part of my Saturday morning playlist. I found myself captivated… what a message, perfect timing and a pleasure to […].

Contact Center 162

Contact Center Call Center 162

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!

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Outsource Consultants

JULY 26, 2021

Every business leader is running one of two businesses, whether they know it or not: their business as it existed before 2020 or their business as it will exist in 2021 and beyond. If you’re in the former category, then you really should keep reading. That’s because the pandemic has created a historic sea change for how businesses operate, the impact of which will be felt for more than a generation.

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Satrix Solutions

JULY 28, 2021

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. These include higher customer retention, repurchase, and renewal, as well as a better reputation in the market (which leads to higher sales win rates), and stronger employee engagement (which means lower em

Customer Experience 122

Customer Experience B2B Surveys Construction 122

HelpCrunch

JULY 27, 2021

Picture a rather casual situation. Your favorite coffee machine just stopped working. Sorry, no cappuccino on almond milk and creamy froth this morning. What would you do: call a manufacturer company’s hotline and spend good [ … ]. The post Best Customer Self-Service Software Your Business Can Adopt appeared first on HelpCrunch blog.

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Self service 118

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. This can determine whether customers renew or churn and whether they become loyal ambassadors for your brand.

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Best practices Management Brand ambassadors Upselling 118

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.

Contact Center

aircall

JULY 30, 2021

This article is a part of our series about building the ultimate hybrid workplace. Learn what a hybrid workplace is and how to hire hybrid employees. Businesses that have successfully integrated hybrid workspaces in their business models experience three times the return of investment. . What makes a hybrid workplace successful? Collaboration. According to McKinsey: “Healthy companies emphasize the free flow of information—knowledge sharing, performance transparency—as well as practices like rol

Accountability 116

Accountability Personalization Management Technology 116

Guru

JULY 29, 2021

When it comes to creating a centralized knowledge base, the tool you pick is just one piece of the puzzle. It’s important to take time (aka: go slow to go fast) to understand how knowledge centralization fits into your organization’s culture, processes, and people in order to find the change management best practices you need to leverage to ensure successful knowledge centralization.

Management 115

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Tethr

JULY 26, 2021

At the beginning of 2021, our research leaders took a look back at the trends that surfaced over the course of the pandemic year, and made some predictions about the future. One of the big takeaways from this reflection was that unstructured call, chat, and case data would become big this year—and it has. Visionary contact center leaders who have invested in unstructured data analytics have been primed to navigate the challenges of a post-pandemic world, improve the customer experience, and so m

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Analytics Inbound sales Self service Contact Center 114

NICE inContact

JULY 29, 2021

The success and satisfaction of our customers is our primary focus. The main feedback that the education and onboarding team receive post-training is regarding the positive relationship our customers build with the trainers and onboarding managers they work with. Read more about our customers and their success stories.

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Education Feedback Management Contact Center 109

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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.

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Sampson Lee

JULY 27, 2021

Unless the tech giants have paid their due taxes, it is not right for the CX industry to advocate effortless experience (except for companies whose brand promises are “fast and easy”). This is because it will lead to three negative consequences: Exacerbate income inequality Reduce the competitiveness of enterprises Damage the customer experience profession Two […].

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aircall

JULY 28, 2021

In early May 2021, Google made headlines worldwide. It announced that it would be adopting a hybrid workforce model in response to employee demands. CEO Sundar Pichai explained in a blog post: “Our campuses have been at the heart of our Google community, and the majority of our employees still want to be on campus some of the time. Yet many of us would also enjoy the flexibility of working from home a couple days of week, spending time in another city for part of the year, or even moving there p

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Real estate call center software Call Center Wait times 104

ConvergeOne

JULY 27, 2021

With public cloud adoption becoming the way of life for the increasing number of organizations looking to solve business challenges with remote working, questions about its security implications are inevitable. However, security has many different meanings and challenges in the public cloud with native solutions. Identity + Access Management Foundations.

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