Tue.Jan 26, 2021

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Proactive Churn Prevention Promotes Customer Retention

Totango

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention?

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Amazing Business Radio: Eric Williamson

ShepHyken

The Reality of Offensive Customer Behavior. How to Protect Employees While Preserving the Customer Experience. Shep Hyken interviews Eric Williamson, Chief Marketing Officer of CallMiner. They discuss offensive customer behavior and how companies can help support their agents. Top Takeaways: Certain insights from AI and data can be brought down to the call center to help agents improve the customer experience in real time.

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25 Things Chief Compliance Officers Want Every Contact Center Agent to Know

Callminer

See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.

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Disability Contact Center Jobs [VIDEO]

CX Global Media

Contact Center Jobs for Disabled Americans – CX Quick Tips on CX Global Media TV with Kate Brouse According to the CDC, 61 million adults. Read more. The post Disability Contact Center Jobs [VIDEO] appeared first on Customer Experience Strategy and Tactics.

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The 2023 Verint Experience Index: Retail

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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Get the Ball Rolling… 2021 Here We Come!

Contact Center Pipeline

Get the ball rolling” is an idiom that means to start the action, to make the opening move.” Its origin gives America credit for bringing the idiom into general use, starting in the 1840s. During the 1840 presidential campaign, William Henry Harrison employed a gimmick known as Victory Balls. These balls were 10 feet in […].

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Master Net Promoter Score (NPS) in one month

GetFeedback

Become an NPS expert with our comprehensive 4-week email course.

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A Brief History of Virtual Queuing Technology

Fonolo

Virtual queuing and automated call-backs may seem like new technology, but companies have just been holding out on you. Virtual queuing technology has a long history. 5 Amazing Reasons to Add Virtual Queuing to Your Call Center. Before there were call-backs and virtual queueing , companies just picked up the phone when you called. That was all a long time ago, and it didn’t last very long.

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Pandemic Fatigue: What Companies Need to Know to Help Their Customers and Their Agents

Nicereply

Pay attention to the signs of pandemic fatigue and burn out, and ask for help if needed. We are almost a year into quarantine, and while some things may be starting to feel “normal,” it doesn’t change the fact that nearly everything has been flipped on its head. Even when we begin to grow accustomed to things, that doesn’t ever actually make them normal.

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The Accelerated Need for Digital Transformation in 2021

Upstream Works

2020 brought a lot of changes to organizations and contact centers all over the world. It has forced businesses to rethink their processes, strategies, and goals. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. As we look to the future, contact centers need new plans and strategies for continuing to accommodate the changes brought on by the global pandemic while looking ahead to its long-term impa

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx

SharpenCX

Have you ever heard of Shipageddon? It’s a new term coined by consumer shipping companies to explain the absolute mess of packages they had to deliver in 2020. In fact, we’re still living through Shipageddon. Shipping companies had their capacities put to the test in 2020, to say the very least. Apparently, I wasn’t the only one to seek comfort in online shopping.

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Spearline Podcast | Season 2 Episode 8: How important is audio for virtual events and conferences?

Spearline

For more information, In the latest episode of the Spearline Podcast, Josh and Kees are joined by Spearline Enterprise Sales Manager, Emmanuelle O’Donovan. We discussed the vital role audio plays in managing virtual events and conferences online. Emmanuelle also shared the best tips for preparing large conference calls and events involving multiple participants, the need for good service availability, as well as her role in Spearline, and her experiences in the conferencing and event manag

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5 Reasons Why Your Business Should Outsource Customer Service in 2021

Ansafone

Many companies are looking for ways to increase customer satisfaction and decrease costs at the same time. While customer service is an integral part of any company, one thing to consider is whether the customer service can be outsourced or not. Outsourcing your customer service is an excellent idea for many companies to free up … 5 Reasons Why Your Business Should Outsource Customer Service in 2021 Read More ».

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How LiveVox Can Help with the New CFPB Debt Collection Rules

LiveVox

New requirements from the CFPB, published in October 2020 and December 2020, are designed to address concerns about debt collection communications. These rules apply to calling customers, but now for the first time ever, the CFPB has also issued rules around email and SMS. The first part of the ruling, released on October 30th, 2020, […]. The post How LiveVox Can Help with the New CFPB Debt Collection Rules appeared first on Livevox.

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The Open CCaaS Advantage Report

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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How Carrefour uses VoC to continuously improve the customer experience

GetFeedback

How Carrefour relies on Voice of the Customer to continuously improve CX and strengthen its customer-centricity.

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Five Ways to Prepare for an Unpredictable Future in Your Call Center

NICE inContact

Life in the contact center can feel like a collective emotional journey, and that was never more true than in 2020. You and your customers rode the waves of the uncertainty that defined the year. There was disruption like never before. Contact centers had to adapt quickly to serve customers who were anxious and seeking help. Contact center traffic was also inconsistent and unpredictable.

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New Germany Mobile Numbers for Global Businesses

Avoxi

Wherever your business is located, reaching your Deutschland customers just got easier with Germany mobile phone numbers from AVOXI. If you want to deliver an exceptional call experience using a local phone number that your customers will recognize, then a mobile German telephone number may just be the right type of virtual number to support… The post New Germany Mobile Numbers for Global Businesses appeared first on AVOXI.

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First five steps to start selling online

Provide Support

The post First five steps to start selling online appeared first on Provide Support Blog.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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What does privacy mean to you?

Nuance

Privacy is an important aspect of everyone’s life, mine included. It’s one of the reasons I chose privacy as my profession. I feel strongly about it. And it’s important to me that the people in my personal and professional lives value privacy as much as I do. This philosophy is just how I roll. Where [.] The post What does privacy mean to you? appeared first on What’s next.

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How Does the CS Organization Measure Its Predictability in Success?

Strikedeck

Vincent Manlapaz, in an interview with Jey Govindan talks about why Customer Success should be an integral part of any company’s strategy. Without CS being part of a company's growth and expansion mindset, (mutual) success is unlikely to be achieved. The post How Does the CS Organization Measure Its Predictability in Success? first appeared on Strikedeck | Customer Success Platform.

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Part 3: B2B Customer Support Transformation Imperatives

TeamSupport

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.

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So verbessert Carrefour das Kundenerlebnis kontinuierlich mit VoC

GetFeedback

Carrefour setzt mit VoC auf die Stimme des Kunden, um die Kundenerfahrung kontinuierlich zu verbessern und seine Kundenorientierung zu stärken.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Innovation is a team sport – with Janice Francisco

ThriveableBiz

Do you work within a team? It can be either frustrating, trying to balance different personalities OR a fun creative adventure. In this great interview with Janice Francisco from BridgePoint Effect , she shares her insights on how to bring different personalities together. To improve your meetings for better results. If you want to make them more productive, creative and stimulating, then the full interview is a must-listen.

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Partnership Announcement – TiVo & Pindrop

pindrop

Pindrop has partnered with TiVo to deliver a more streamlined and frictionless content discovery experience for consumers, unlocked through voice AI. This partnership enables a more personalized TV viewing experience that understands distinct preferences and privacy settings, distinguishing between voices. This allows for completely hands-free viewing, with far fewer steps than the traditional method of using the remove for every request. .

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A 6 Point Compass Check for Navigating 2021

Skybridge

Every January carries the promise of new beginnings, fresh starts, and high hopes. For many of us, this is a time of committing to specific resolutions, aimed at making us better leaders. That’s all well and good. But this year, after the year we’ve just had, I’m hearing a lot of folks say that the whole New Year’s Resolution exercise seems like it’s just too much.

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Customer Service in the Video Gaming Industry

24-7 InTouch

The global video gaming market was estimated at a value of $152 Billion USD in 2019, and saw significant growth in 2020, with nearly a 20% increase in value. Given the thriving segments of Cloud Gaming and Mobile Gaming, the video game industry was already poised to grow at an extremely fast pace when the COVID-19 pandemic came along. With a huge influx of people across the globe staying at home more, new gamers have taken up the activity as a source of entertainment to fill their time. .

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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The Delighted iOS App: Push notifications now available

delighted

The Delighted iOS app keeps you updated on customer sentiment, no matter where you are. We’re excited to announce that now, in addition to getting a livestream of feedback to your iPhone or iPad, you’ll also receive push notifications each time new responses come in. Download the Delighted App today. Specify whether you want notifications by rating, Trends, or both.

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How to Audit Your Customer Service

A Better Answer

Satisfaction ratings in your customer service department are dropping, and you don’t know why.

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The impact of knowledge on current customer satisfaction

Enghouse Interactive

Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis, its importance has deepened even more – knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs. At the same time, it has never been more difficult to provide up-to-date information across multiple channels.