Expert insights. Personalized for you.
Over the past two years, organizations have faced new challenges in attracting and retaining customers: an entirely new business environment and culture, threats of ongoing inflation, labor & supply chain shortages, and pandemic-related disruptions. MORE
We’ve all been there. One negative experience with a brand can affect our future relationship with a company. If your customer service team is unable to transform a negative interaction into a positive one, it could mean the loss of that customer. MORE
In retrospect, late 2019 seems like another world. With the COVID-19 pandemic lurking in the shadows, we wrote an article about the changing BPO industry in the Philippines. MORE
At Guru, we often talk about the 70/20/10 rule of learning. For many people, structured training is the first thing that comes to mind when they think about how learning happens. MORE
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Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? MORE
By Stephen Brockway, Chief Research Officer, Maru/Matchbox UK | January 24, 2022. Regulations are needed to protect vulnerable consumers from from growing BNPL debt. MORE
During the first quarter of 2020, I recall when COVID-19 started appearing more prominent in the U.S. we as a call center weren’t sure how everything would play out. MORE
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With the rise of customer-centric business strategies, an increasing number of organizations are focusing on customer experience metrics to guide the way they do business. Customer Service Trends MORE
The modern economy is a conglomerate of all the prior economies to todays. An evolved version, if you will. However, there remain remnants of these older economies if you know where to spot them. MORE
I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. After all, everyone had one at that point. MORE
For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. MORE
Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. MORE
By now, you have probably heard of the metaverse. If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). MORE
Out with the Old. We have switched things up in our quest to deliver innovative customer experiences consistently. Introducing the new VirtualPBX business phone plans , Flex and Pro. CEO and Chairman Paul Hammond explained what inspired this new direction to replace our current plans. MORE
For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. This is where playbooks come into the picture. MORE
Here at Tethr, we’re committed to continuously evolving our approach to a better customer experience–both for our customers and yours. MORE
We’re all still trapped in our virtual worlds and bubble spaces, but the work continues. For now, all the industry events are virtual - at least for me - and I’ll be speaking at one next week. MORE
Live chat is now the most popular customer service channel, and it’s not hard to see why. According to Invesp , live chat is by far the most satisfactory way to communicate with a company, with customer satisfaction at 73% for live chat compared to 51% for email, and 44% for phone. MORE
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Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today. MORE
The metaverse. It is supposed to be a digital world. Some say it will combine social media and virtual reality (VR), like a more complex VR chat. Some say it will be the next level of online interaction where anything can happen. Others are confused by what it is and what it means. MORE
In episode five of Relationships at Work, I hang out with Vernon Ross , author and found of Enterprise Podcaster, which helps organizations get into the world of podcasting. We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. MORE
I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business? MORE
Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. MORE
Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty. MORE
Follow this Step-by-Step Process for Becoming More Agile. Now more than ever, companies in every industry are recognizing the importance of digital transformation (DX). Contact centers, in particular, have felt the urgency of this task in the last few years. MORE
Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. Many of you might think, well, that’s because of COVID. MORE
Working as a customer service representative in a contact center environment is a tough job. Every time an agent accepts an incoming interaction, they never know what awaits them. MORE
In today’s business environment people matter. Customers rightly want the option of speaking to live agents. MORE
Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver standout support. Read the full article MORE
Contact Center Pipeline
JANUARY 25, 2022
During the first quarter of 2020, I recall when COVID-19 started appearing more prominent in the U.S. we as a call center weren’t sure how everything would play out.
Myra Golden Media
JANUARY 21, 2022
Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives?
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Beyond Philosophy
JANUARY 19, 2022
By now, you have probably heard of the metaverse. If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR).
Upstream Works
JANUARY 25, 2022
For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace.
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The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.
Shep Hyken
JANUARY 19, 2022
I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Contact Center Pipeline
JANUARY 20, 2022
In today’s business environment people matter. Customers rightly want the option of speaking to live agents.
Beyond Philosophy
JANUARY 22, 2022
I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. After all, everyone had one at that point.
Help Scout
JANUARY 21, 2022
Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver standout support. Read the full article
Satrix Solutions
JANUARY 24, 2022
Over the past two years, organizations have faced new challenges in attracting and retaining customers: an entirely new business environment and culture, threats of ongoing inflation, labor & supply chain shortages, and pandemic-related disruptions.
Advertiser: ZoomInfo
For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.
Uniphore
JANUARY 21, 2022
Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today.
Contact Center Pipeline
JANUARY 19, 2022
Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty.
Beyond Philosophy
JANUARY 20, 2022
Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. Many of you might think, well, that’s because of COVID.
Guru
JANUARY 19, 2022
At Guru, we often talk about the 70/20/10 rule of learning. For many people, structured training is the first thing that comes to mind when they think about how learning happens.
Advertiser: ZoomInfo
What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.
Totango
JANUARY 19, 2022
Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start.
ClientSuccess
JANUARY 19, 2022
For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. This is where playbooks come into the picture.
Jon Arnold
JANUARY 19, 2022
We’re all still trapped in our virtual worlds and bubble spaces, but the work continues. For now, all the industry events are virtual - at least for me - and I’ll be speaking at one next week.
Beyond Philosophy
JANUARY 19, 2022
The metaverse. It is supposed to be a digital world. Some say it will combine social media and virtual reality (VR), like a more complex VR chat. Some say it will be the next level of online interaction where anything can happen. Others are confused by what it is and what it means.
Advertisement
With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.
Fonolo
JANUARY 20, 2022
Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition.
Working Solutions
JANUARY 20, 2022
We’ve all been there. One negative experience with a brand can affect our future relationship with a company. If your customer service team is unable to transform a negative interaction into a positive one, it could mean the loss of that customer.
Russel Lolacher
JANUARY 23, 2022
In episode five of Relationships at Work, I hang out with Vernon Ross , author and found of Enterprise Podcaster, which helps organizations get into the world of podcasting. We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture.
Topdown
JANUARY 24, 2022
The modern economy is a conglomerate of all the prior economies to todays. An evolved version, if you will. However, there remain remnants of these older economies if you know where to spot them.
Advertiser: ZoomInfo
Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.
Cyara
JANUARY 20, 2022
Follow this Step-by-Step Process for Becoming More Agile. Now more than ever, companies in every industry are recognizing the importance of digital transformation (DX). Contact centers, in particular, have felt the urgency of this task in the last few years.
VirtualPBX
JANUARY 19, 2022
Out with the Old. We have switched things up in our quest to deliver innovative customer experiences consistently. Introducing the new VirtualPBX business phone plans , Flex and Pro. CEO and Chairman Paul Hammond explained what inspired this new direction to replace our current plans.
Maru Group
JANUARY 24, 2022
By Stephen Brockway, Chief Research Officer, Maru/Matchbox UK | January 24, 2022. Regulations are needed to protect vulnerable consumers from from growing BNPL debt.
Outsource Consultants
JANUARY 24, 2022
In retrospect, late 2019 seems like another world. With the COVID-19 pandemic lurking in the shadows, we wrote an article about the changing BPO industry in the Philippines.
Advertisement
Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
Advantage Communications
JANUARY 20, 2022
With the rise of customer-centric business strategies, an increasing number of organizations are focusing on customer experience metrics to guide the way they do business. Customer Service Trends
Edify
JANUARY 20, 2022
Working as a customer service representative in a contact center environment is a tough job. Every time an agent accepts an incoming interaction, they never know what awaits them.
Comm100
JANUARY 25, 2022
Live chat is now the most popular customer service channel, and it’s not hard to see why. According to Invesp , live chat is by far the most satisfactory way to communicate with a company, with customer satisfaction at 73% for live chat compared to 51% for email, and 44% for phone.
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