CSM Magazine
DECEMBER 15, 2022
Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention.
Balto
DECEMBER 14, 2022
Improving productivity is one of the biggest challenges modern contact centers face. There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. But before thinking about solutions, it’s important to measure your current productivity metrics to be able to track progress down the line.
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Contact Center Pipeline
DECEMBER 14, 2022
Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills? To find out, I interviewed five contact center training experts. Their responses below have been lightly edited for clarity. Q. What do you see […].
Playvox
DECEMBER 13, 2022
During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and resources to determine whether actual interaction avoidance has taken place, but, ultimately, identifying instances of interaction avoidance can save your company money.
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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.
Global Response
DECEMBER 14, 2022
You’re considering using an outsourced call center to handle customer care. Your next important decision is whether you want shared or dedicated Brand Specialists handling your inbound calls. Here’s our perspective on the two models and the key reasons why one may be a better fit for your business than the other. Defining “shared” and “dedicated” customer support In the shared model, Brand Specialists working on your call center account are “shared” among several brands, businesses
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Upstream Works
DECEMBER 14, 2022
Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. While that’s an important driver, it’s not the only use case. Chatbots are the most common way to automate self-service, but to get fuller value, a wider spectrum needs to be considered.
Callminer
DECEMBER 14, 2022
In order to keep valued customers as long as possible, organizations must identify when customers leave and why. This blog looks at the common mistakes made when measuring customer churn.
Beyond Philosophy
DECEMBER 15, 2022
Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares? If so, then you are in the right place because we are going to share the secrets of how to go viral on social media. Frame it Properly. So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story.
ShepHyken
DECEMBER 14, 2022
You have most likely heard people use the expression FOMO, an acronym for Fear of Missing Out. People have a hard time deciding what to do or where to go and worry about missing out on a fun experience, a business opportunity, and more. Recently, I interviewed Dominic Constandi for Amazing Business Radio. We talked about different customer service and experience topics, and he casually mentioned FOMU.
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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
Contact Center Pipeline
DECEMBER 16, 2022
Not all roads to WFM Training follow the same path. Here is some information to help you understand the characteristics and the differences amongst them. I. VENDOR TRAINING “An investment in knowledge pays the best interest.” —Benjamin Franklin If you’re going to use WFM Software, some form of vendor training is required. If you’re lucky, […].
Callminer
DECEMBER 12, 2022
Companies today manage ever-increasing volumes of data. Read this blog for expert tips and best practices for getting started with real-time analytics tools.
Beyond Philosophy
DECEMBER 10, 2022
Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint.
ShepHyken
DECEMBER 16, 2022
This week, we feature an article by Stephen Holliday, CEO and Founder of Level , an on-demand pay platform that helps employees manage their financial well-being. He writes about ‘quiet quitting’ and how contact centers can resolve this challenge in their organization. The concept of ‘quiet quitting’ has become a popular term within the working world.
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.
Contact Center Pipeline
DECEMBER 13, 2022
Reflecting over the last two plus years, as contact centers worked remotely, learning and development (L&D) teams had to pivot so quickly to ensure that new hires, existing team members, and leadership were provided with engaging learning opportunities. We can all agree that there has been some struggles and a learning curve for all of […].
TechSee
DECEMBER 12, 2022
Today’s field service leaders face a growing number of challenges, many of them not dissimilar to those faced by their predecessors. However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. In this post we will examine the trends shaping these challenges, and why leaders are increasingly adopting new strategic approaches to overcome these challenges.
Fonolo
DECEMBER 15, 2022
Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. Success will look different for every organization. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them.
Avoxi
DECEMBER 14, 2022
Preventing Toll Fraud from Dismantling Your VoIP Operations Buy Online Get a Free Demo → Get Yours: Telecom Security Guide [Free Toolkit] Toll fraud… It's something you never want to deal with, but with its ever-growing prevalence, it’s something you can’t risk ignoring either. While internet-based tools have made leaps and bounds for organizations in… The post Preventing Toll Fraud from Dismantling Your VoIP Operations appeared first on AVOXI.
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!
Lumoa
DECEMBER 15, 2022
Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed. Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences.
VirtualPBX
DECEMBER 15, 2022
Thought Leadership With VirtualPBX Customer Support Management. Preparing your business for the holidays can seem like a lot of work. You need to train seasonal employees, make sure your phone system is ready to handle the extra calls, and make sure you’re communicating clearly with your customers. When you’re in holiday mode, it’s easy to drop the ball on communications.
Fonolo
DECEMBER 13, 2022
Call center leaders have their work cut out for them. From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Sometimes, it’s hard to find the time to map out call center development goals. . Maybe you have an old action plan from last year that you loosely stick to, but it could use a revamp.
Real Blue Sky
DECEMBER 15, 2022
As we move into 2023, reflecting upon the last few years is essential. From a worldwide pandemic and social distancing to record-high inflation rates, supply chain issues, and staffing shortages, these issues have transformed the digital experience and challenged brands like never before. These years have helped shape the CX trends you can anticipate for 2023 and beyond.
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.
CallSource Insights
DECEMBER 16, 2022
“The key is not to prioritize what’s on your schedule, but to schedule your priorities.” – Stephen Covey. The holidays are upon us, and while they bring so much joy, they can also present a unique set of challenges. With festivities to attend, holiday shopping to be done, and even grief that arises for some, it can be difficult to stay on track with your work timelines without sacrificing work-life balance — but it doesn’t have to be that way.
FluentStream
DECEMBER 15, 2022
Originally published by Spiceworks The shift to hybrid and remote work environments driven by the COVID-19 pandemic accelerated the adoption of unified communications-as-a-service (UCaaS). So what’s next for this hypergrowth industry? Cass Gilmore, FluentStream CEO, shares his thoughts on trends. Read More. The post 6 UCaaS Trends to Watch for in 2023 appeared first on FluentStream.
Spearline
DECEMBER 14, 2022
Welcome Algeria to Spearline! We’re thrilled to announce Algeria as the latest country to join our mobile testing network – bringing Spearline’s global total coverage to 82 countries. You can now test your mobile numbers across Azurreo and Djezzy. Djezzy is a state-owned mobile operator and is the largest MNO in Algeria with a market share of approximately 65%.
kommunicate
DECEMBER 13, 2022
Last Updated on December 13, 2022 Chatbots have revolutionized customer support and service automation in business organizations today. It doesn’t matter if your organization is big or small; chatbots have something to offer everyone. Almost all modern and evolving businesses have deployed chatbots to increase market relevance. Not only are they multifunctional, but they also [.].
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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.
AWS Machine Learning
DECEMBER 14, 2022
If you operate in a country with multiple official languages or across multiple regions, your audio files can contain different languages. Participants may be speaking entirely different languages or may switch between languages. Consider a customer service call to report a problem in an area with a substantial multi-lingual population. Although the conversation could begin in one language, it’s feasible that the customer might change to another language to describe the problem, depending on com
Concentrix
DECEMBER 13, 2022
Best in Biz Awards recognizes Concentrix’ One Concentrix, One Earth Sustainability Program For a second year, Concentrix’ One Earth program has been recognized by Best in Biz Awards North America as the Environmental Program of the Year. Building upon everything we accomplished in 2021, this year, we took on a bold mission to understand all […].
ClientSuccess
DECEMBER 12, 2022
Payday Vectors by Vecteezy. In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. To this end, I usually see three distinct compensation models: Base Only; Base + Bonus; or the preferred model of mine -Base+ Variable- to reward excellence in performance. Read further on why this structure can be beneficial when building out your ClientSuccess team!
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