BlueOcean

JUNE 13, 2019

We talk a lot in this blog forum about partnership and who you should choose as an outsourcer contact center partner, but where you choose to outsource to is almost as important an element in the procurement process. Consider this post your GPS guiding you to the best location for an outsourced center using four points of directional reference: cultural alignment, labor force, business climate, and accessibility.

Contact Center 75

Contact Center outsourcing Education Personalization 75

Callminer

JUNE 12, 2019

Best practices 186

Best practices Scripts Call Center 186

CrazyCall

JUNE 12, 2019

To make an effective business or sales call you need much more than just a basic set of telephone skills. In fact, making business over the phone requires you to master a handful of qualities which later on – when put in use – will help you turn every call into a closed deal. To help you acquire all of the essential telephone skills that you’ll need to carry out successful business calls we’ve created a list of 13 most important telephone skills.

Scripts 90

Scripts Wireless Sales Feedback 90

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience? The answer is easy to say and harder to do.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

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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.

ShepHyken

JUNE 14, 2019

This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line. When considering a company’s assets and liabilities, customers should be viewed as the greatest ‘asset’, and diligent work and time should be dedicated to making sure losing customers doesn’t hold much weight

Customer retention 335

Customer retention contact center solutions Advertising Cloud contact 335

Callminer

JUNE 10, 2019

By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond human capabilities.

Analytics 182

Analytics 182

Beyond Philosophy

JUNE 14, 2019

How to Understand Customers Preference. Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? Some of them go on for quite a while, like a second surname. It annoys me sometimes. Then, I remember that when I introduce myself, I often refer to my status on LinkedIn as one of the top 150 Business Influencers.

Consulting 230

Consulting Consulting Marketing Customer Experience 230

ShepHyken

JUNE 12, 2019

In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service? I recently had the honor of working with Francisco Partners , a private equity firm. They invited me to address the leadership team of the companies they’ve invested in about customer service and experience.

Customer Service 295

Customer Service Personalization Customer Support 295

Myra Golden Media

JUNE 10, 2019

When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5)Missed rapport opportunities by not pacing.

Coaching 254

Coaching Contact Center Customer Service Customer Experience 254

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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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Contact Center Pipeline

JUNE 11, 2019

For contact centers, the internet and mobile devices have totally strained and challenged every single aspect of the way we operate our business. Keeping up with the constantly changing technologies, economic, business and personnel issues requires us to obtain knowledge and learn from the experiences of others more than ever before. There are many ways […].

Contact Center 173

Contact Center Technology Call Center 173

ProProfs Blog

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

ShepHyken

JUNE 11, 2019

From Content Marketing to Content Experience. Personalizing the Content Experience to Win Customer Loyalty. Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to do to create the best content experience for their customers. A good content marketing strategy is part of a good customer experience.

Marketing 292

Marketing Personalization Sales Customer Experience 292

Myra Golden Media

JUNE 9, 2019

For three years, my 19-year-old College Daughter has worked for my company as a Studio Tech. Lauren’s the genius behind our studio setup, teleprompter, camera, and audio. She also assembles workbooks and advises me on all things Millennial and Gen Y. Both of my kids get to travel with me for speaking engagements a few times a year – last year Lauren joined me in New York twice.

Customer Experience 234

Customer Experience 234

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

Contact Center Pipeline

JUNE 12, 2019

Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new workers who bring with them alternative thinking and work habits, new research and expert direction can help call center managers prepare now to create a welcoming environment. My company recently conducted […].

Call Center 124

Call Center Management Coaching Contact Center 124

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. In those meetings, I’ve always gotten the gist of what they were trying to explain, so I’ve overlooked the terminology.

Customer Experience 131

Customer Experience Consulting Consulting Marketing 131

ShepHyken

JUNE 10, 2019

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. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner.

Customer Service 274

Customer Service Surveys Customer Experience Feedback 274

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations.

Technology 117

Technology Customer Service Self service Contact Center 117

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!

Feedback

Contact Center Pipeline

JUNE 13, 2019

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers want the companies they do business with to use that data to provide a more personalized experience. According to a recent Accenture Pulse Check, 83% of consumers are willing to share […].

Personalization 113

Personalization Customer Experience Feedback Contact Center 113

Eptica

JUNE 12, 2019

Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Published on: June 12, 2019. Author: Guest author: Annette Franz Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?

Journey mapping 122

Journey mapping Feedback Surveys Metrics 122

GetFeedback

JUNE 9, 2019

CX tools are dominating the software space. In fact, according to Capterra , there are over 300 different customer experience tools currently on the market. This isn’t surprising, considering customer experience is becoming a more important metric year after year. This is because, within most industries, customers have more than one (sometimes dozens) of similar options to choose from right at their fingertips.

Chatbots 111

Chatbots SaaS Customer Experience Personalization 111

Fonolo

JUNE 12, 2019

While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon. The problem with this? According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and.

Abandon rate 99

Abandon rate Call Center Contact Center Education 99

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

ProProfs Blog

JUNE 13, 2019

Companies today invest a lot in gaining top customer service skills. Businesses implement marketing strategies that they are confident will work out with their consumers and help them connect instantly. However, building trust is a lengthy process that many business owners claim can take years. Is it because consumers do not trust contemporary marketing methods?

Chatbots 94

Chatbots Marketing Customer Service Customer Support 94

NameShouts

JUNE 11, 2019

There are (currently) 24 potential presidential candidates for the Democratic Nominee, and they really have a diverse mix of names. From Joe Biden and Tim Ryan, to Bernie Sanders and Marianne Williamson, to Pete Buttigieg and Kristen Gillibrand, there is a mix of names as varied as their policy stances. NameShouts is hardly a political publication, so we won’t dive too deep into each of the presidential candidates’ policy.

Finance 97

Finance 97

HelpCrunch

JUNE 13, 2019

Building an effective support team takes a lot of work and dedication but it definitely pays off. Check our recommendations on how to build it right. The post Support team 101: How to build an effective customer service team? appeared first on HelpCrunch blog.

Customer Service 96

Customer Service 96

Fonolo

JUNE 14, 2019

As Harry Truman famously stated, “Not all readers are leaders, but all leaders are readers.” Wise words. Although this is true, how do customer service leaders strategically read to a) learn how to turn themselves into optimal leaders; and b) transform their teams into the high-performing customer service engines they aspire to be? With this being the “Era of the Customer,” it is now more important than ever for customer service professionals to stay ahead of ever-changing trends in the vast la

Customer Service 92

Customer Service Call Center Construction Contact Center 92

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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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Totango

JUNE 11, 2019

If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. Achieving customer success means that your customers gain their desired value from your product and can use it to meet their goals long-term. Aligning your business goals with those of yours customers spells prosperity for your business for years to come.

Customer centricity 91

Customer centricity Best practices Upselling Feedback 91

OctopusTech

JUNE 13, 2019

Cloud Computing is a game changer in the world of BPOs. In today’s tech times where companies sought to shave costs off non-core activities, they opt to third-party service providers. But shedding off the traditional systems, now they’re looking firstly for the cloud services before making a choice. Cloud is a new form of outsourcing that turning traditional BPO to BPaaS.

Business Process Outsourcing 88

Business Process Outsourcing outsourcing SaaS Engineering 88

Ansafone

JUNE 11, 2019

If you are looking for customer service solutions on which you can depend, you have come to the right place. Our team uses an omnichannel approach to customer service so that your customers can connect with you on a platform with which they are comfortable. Our friendly and caring team uses the latest technology to … We Combine a Human Touch With Modern Technology Read More ».

Technology 87

Technology Contact Center Customer Service outsourcing 87