Toister Performance Solutions

OCTOBER 29, 2020

Quite a few people have contacted me recently for advice on becoming a trainer. I've mentored trainers for over 20 years, and there are six skills that are absolutely essential. And while my focus is on customer service training, these skills are universal. Any trainer should have them. This post highlights each of the skills. You'll also find some some additional resources, including links to some of my LinkedIn Learning courses, that can help you fill any gaps.

Customer Service 64

Customer Service Contact Center Sales Personalization 64

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. Culture change is not easy. I was running a workshop with a utility client many years ago about the concept of Customer Experience.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

Ansafone

OCTOBER 29, 2020

Companies today have been forced to move to more digital means since the beginning of the year due to the current COVID-19 pandemic. This ordeal has taken a tremendous toll on companies, and many have been forced to close their doors forever. Some businesses are doing well with the digital redirection. After re-opening from lockdowns, … How Business Are Adapting To The Surge In Digital Services Read More ».

Contact Center 118

Contact Center outsourcing Call Center Customer Service 118

Fonolo

OCTOBER 29, 2020

The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. Think you’re ready? You’re probably not. With travel at an all-time low and in-store shopping becoming less accessible, consumers will be exploring new ways to make their holiday purchases. To stay ahead of the curve, retailers will need to stay alert to changing trends in their customers’ behaviour — but most importantly, they must prepare to support them when they run into challenges.

Contact Center 96

Contact Center Interactive Voice Response Surveys Marketing 96

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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.

Spearline

OCTOBER 29, 2020

Terrible audio quality can be a frustrating experience for your agent and your customer. Something so simple as degrading audio quality on a call can easily cause multiple problems such as delayed conversations, customer churn, and even loss in revenue just from one bad experience. So how can a business pinpoint the root causes of terrible audio quality for their contact centers?

voip 96

voip Accountability Contact Center Technology 96

Concentrix

OCTOBER 29, 2020

Automation Anywhere Recognizes Concentrix in the Prestigious IMEA Partner Awards. The post Concentrix Named Disruptive Partner of the Year appeared first on Concentrix.

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LiveVox

OCTOBER 29, 2020

In a time of short attention spans and competing priorities, it takes a thoughtful messaging strategy to reach your customers. The easiest place to start? Meet your customers where they are – on their phones. According to research in 2018, 87% of smartphone users are using messaging and 58% of those surveyed emphasize convenience when […].

Surveys 67

Surveys 67

Eptica

OCTOBER 29, 2020

Date: Friday, October 23, 2020 Author: Pauline Ashenden - Demand Generation Manager How to build a collaborative contact centre with Microsoft Teams. Published on: October 23, 2020. Author: Pauline Ashenden - Demand Generation Manager Collaboration and communication are at the heart of creating a successful, customer-centric business. That’s why an increasing number of organisations are adopting Microsoft Teams to bring their people together seamlessly, wherever they are located.

Customer centricity 56

Customer centricity Best practices Marketing Management 56

Cincom

OCTOBER 29, 2020

CPQSync is the only CPQ solution that offers a Power Automate Certified Connector. Cincinnati, OH (October 28, 2020) – Cincom Systems, Inc., a global supplier of enterprise software solutions, announced today that the company’s multi-tenant configure-price-quote solution, CPQSync , has been accepted into the Microsoft Business Applications ISV Connect Program and is Co-Sell Ready for Dynamics 365.

Finance 52

Finance CRM Sales Enterprise 52

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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

Surveys

kommunicate

OCTOBER 29, 2020

Live chat is faster and the best way for your customers, website visitors to chat with you in real-time. Live chat provides a far better experience than the contact forms or communicating through emails. A market bustling with customers who seek a new service or product every day makes their work easy. But in case [.]. The post How to Add Live Chat to Your Tumblr Website appeared first on Kommunicate Blog.

Marketing 52

Marketing 52

Certified Languages International

OCTOBER 29, 2020

Since March of this year, the media has highlighted the language industry with increased frequency. Much of the focus is on interpreters because they are on the front lines of the medical fight against COVID-19. Interpreters possess the valuable skillsets that have positively affected the health of limited English proficient (LEP) patients. But the global pandemic has had other far-reaching consequences that have also negatively affected many American households — the financial impact and loss o

Call flow 52

Call flow Finance Scripts Banking 52

TCN

OCTOBER 29, 2020

In a world full of technology, remote work, and higher expectations, it’s hard to wade. The post Real-Time is Transforming Call Centers appeared first on TCN.

Call Center 52

Call Center Technology 52

Guru

OCTOBER 29, 2020

From furloughing employees to a 200% increase in bookings over the span of a week, Outdoorsy , a RV rental marketplace that connects owners to renters, went from almost shuttering to scaling faster than they could handle. We sat down with Rebecca Prejean, Senior Support and Training Specialist, to understand how the world’s most trusted RV rental marketplace was able to revolutionize their onboarding and training process to accommodate the rapid growth to quickly scale.

Customer Support 48

Customer Support 48

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

Interactions

OCTOBER 29, 2020

When it comes to etiquette, the first thing that usually comes to mind is which fork should I use? However, etiquette extends far beyond the dinner table into everyday social and business settings, formal occasions like ceremonies, and yes, even to customer experience. The word etiquette is synonymous with Emily Post, who is famous for her writings on the topic.

Customer Care 48

Customer Care Wait times Chatbots Self service 48

Cincom

OCTOBER 29, 2020

Companies join forces to deliver a better way to configure, price and quote complex products and services. Cincinnati, OH (October 26, 2020) – Cincom Systems, Inc., a global supplier of enterprise software solutions, announced today that it has entered into a partnership with FMT Consultants, LLC to bring CPQSync by Cincom to market. FMT Consultants works with companies to architect and deliver high-quality, yet-affordable technology solutions for better-run businesses.

Consulting 45

Consulting Consulting Sales Enterprise 45

CSM Magazine

OCTOBER 29, 2020

Companies that lead in customer experience outperform those who don’t by an impressive 80%, while 84% of companies that make efforts to improve their customer experience enjoy a significant increase in their revenue. In the era of ubiquitous connectivity, customers are more spoiled for choice than ever, with an eager competitor ready to fill the gap left behind by lax organisations, at just a click of a button.

Technology 45

Technology Customer Experience CRM Scripts 45

Strikedeck

OCTOBER 29, 2020

Vincent Manlapaz, in an interview with Tyler Wonderlic shares his thoughts on the importance of an organization’s CS core values, its purpose, and its impact on a business as a whole.

Customer advocacy 40

Customer advocacy SaaS Customer Experience 40

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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.

Self service

Maru Group

OCTOBER 29, 2020

Small business is the beating heart of the Canadian economy. Seven in ten people in the private labour force are employed by small businesses, and these organizations generate 38% of the nation’s gross domestic product (GDP). Yet these companies are facing incredible stresses and strains as they struggle to weather the COVID-19 pandemic. We convened a roundtable of B2B company business leaders from a variety of organizations that are focused on supporting Canadian small businesses.

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B2B Banking Sales Surveys 40

CSM Magazine

OCTOBER 29, 2020

Customer obsession as a guiding principle can help make the difference between a business that gathers momentum and one that spins its wheels. It’s something that Amazon founder Jeff Bezos puts at the top of his list of founding principles – and other successful businesses have emulated his approach. So exactly how can a new business cater to customers, and thereby secure their loyalty in the long run?

Customer Service 40

Customer Service Sales 40

Nicereply

OCTOBER 29, 2020

Millennials represent a growing user base with substantial purchasing power and the ability to influence other consumers with their opinions and ideas. A recent report highlighted that the millennials have taken over baby boomers as America’s largest generation. Unsurprisingly, brands are focusing their marketing and customer experience strategies on millennials that naturally form a significant portion of the user base in every industry.

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

CSM Magazine

OCTOBER 29, 2020

Slip and fall accidents are common, especially in work environments. They can triggered by different things, including carelessness and employer negligence. Either way, when properly followed up, victims can be compensated for their pain, suffering, injuries, and other damages. However, it is necessary to tread carefully when you have a role to play in the accident.

Personalization 40

Personalization 40

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

Babelforce

OCTOBER 29, 2020

I went to the landing page for the Call and Contact Center Expo and the first thing I saw was footage from last year. It looks pretty inviting; big auditoriums with lots of booths, people trying out new tech, and plenty of hand-shaking. But this year will be a bit different…. We won’t all get to meet in person or stroll around the event. We won’t get to trade business cards.

Contact Center 40

Contact Center Personalization Best practices Call Center 40

Knowmax

OCTOBER 29, 2020

Charismatic leadership: the foundation to a concrete organization.

Management 52

Management 52

SmartKarrot

OCTOBER 29, 2020

Role: Director, Customer Success Location: Salt Lake City, UT, US Organization: OpenText In this role, you will be responsible for driving strategy and success across the Americas Customer Success team. You will oversee the Americas Customer Success Managers who are all responsible for onboarding, growing, and retaining customers across Carbonite and Webroot’s SMB customer base.

SaaS 8

SaaS Metrics Customer retention Management 8

Knowmax

OCTOBER 29, 2020

Customer knowledge management- twiddling paths for CRM and KM.

CRM 52

CRM Management Customer Experience 52

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

JustCall

OCTOBER 29, 2020

It hardly needs a few seconds to read a text message. We all know that 95% of text messages are read within 3 minutes of receipt. We all tend to ignore emails and calls. But SMS is always read and acted upon. As for business and organizations, SMS automation is a flexible channel to multiply customer engagement and hence, customer retention rates. This is why we are here to help you leverage your business' customer service with the all-new features of automated text messages.

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CRM Banking Accountability Customer retention 98

Ann Michaels and Associates

OCTOBER 29, 2020

The meal kit industry was launched in Sweden by Kicki Theander and it was called Middagsfrid back in 2007. In 2012, Blue Apron, Hello Fresh and Plated debuted in the US. Home Chef began in 2013. By 2015, meal kit food delivery services hit 1 Billion dollars. There are now over 150 meal kit options for consumers to try. By 2018, many were speculating on the future of the meal kit delivery industry.

Marketing 52

Marketing Customer Experience Customer Service Personalization 52

Talkdesk

OCTOBER 29, 2020

Several years ago, I was doing a research project for a leading telecommunications company. The company was seeking insight into low net promoter scores (NPS) and brand loyalty. Customers loved the quality of their internet services, but still wouldn’t recommend them to anyone. One of the factors influencing low recommendation rates was how ungroomed field technicians looked when they visited customers to install hardware.

CRM 50

CRM Call Logging Telecommunications Sales 50