At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry. While looking at multiple sources and news articles, one particular guide provided some interesting insights surrounding the contact center and communications sect MORE
Fonolo
JULY 13, 2021
Do your contact center agents seem tired, irritable, or emotional? While it’s easy to assume they’re having a bad day, you could be ignoring a few classic signs of employee burnout. Work and money are two of the most common sources of stress among adults. The COVID-19 pandemic has exacerbated this stress, with 52% of workers feeling burnt out this year.
Beyond Philosophy
JULY 13, 2021
Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not. We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline.
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ShepHyken
JULY 13, 2021
Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next.
Contact Center Pipeline
JULY 13, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, ProcedureFlow’s Amanda Verner discusses the benefits of providing remote contact center agents with step-by-step visual guidance to help them navigate complex […].
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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
JULY 13, 2021
Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
JULY 13, 2021
Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next.
Tethr
JULY 13, 2021
We’ve talked about a lot of ways to build customer loyalty over the years, from first contact resolution, to more digital options, to staffing choices. But there’s one secret that all these strategies have in common—and it’s not what you’d expect. There’s no top-secret tool, no gadget, and no magic phrase that makes your customers loyal for life. Today, we’ll break down the “four flavors” of customer loyalty, and work to identify the common denominator in high loyalty situations. .
Totango
JULY 13, 2021
Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items.
Working Solutions
JULY 13, 2021
Tamara Schroer exudes enough energy and enthusiasm to light up a room. No, make that an entire house. Tamara was born in Kalamazoo, Michigan and grew up in the Chicago area. She met her husband in Omaha during graduate school. They have two sons, one who is now in graduate school and another who is […].
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.
Nicereply
JULY 13, 2021
“Being able to fraternize with the customer and bring them along the support journey creates an unspoken bond.” Companies must set their support agents up for success. As the team that speaks most frequently with customers, they need to have the tools and knowledge to create customer experiences that meet and exceed expectations. One way to prepare your agents to support customers is by allowing them to use your products themselves.
delighted
JULY 13, 2021
Guest contribution by Benjamin Granger, Head of EX Advisory Services I Adjunct Faculty at the Qualtrics XM Institute. Employee surveys are some of the most effective ways to understand employee attitudes, beliefs, and feelings. That’s why it’s critical to understand the structure of employee surveys and how to create impactful ones for your organization.
Advantage Communications
JULY 13, 2021
New customer service strategies and innovative contact center technologies are changing the game when it comes to improving the customer experience (CX) and achieving new call center efficiencies.
VirtualPBX
JULY 13, 2021
Even if you’re not aware of the term hybrid work , you’re probably aware of how it manifests in business. Hybrid work is the joining of at-home, remote work, and on-site work. We’re seeing this type of model become a popular choice for our customers and in the broader business world as our Business Phone Plans get put to use. Let’s take a quick look at how it may take shape at your business if you haven’t already started a hybrid work structure of your own.
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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.
NobelBiz
JULY 13, 2021
The first thing we look at when we speak of VoIP telephony is the price of a call per minute. This is definitely the fundamental factor to be taken into account. However, if you're not considering other variables, that doesn't really make much sense. The conditions of usage offered by provider differ significantly, so you will not find them difficult to understand.
LiveVox
JULY 13, 2021
Compliance and quality management are two sides of the same coin. Many of the restrictions and rulings put out by the CFPB in relation to debt are created in response to customers feeling treated unfairly or tricked. If your service is engaged in activities that make your customers feel harassed or duped, is that quality […]. The post The 4 C’s to Comply with New CFPB Guidelines: Control, Consent, Capture, Coaching appeared first on Livevox.
ConvergeOne
JULY 13, 2021
When people talk about endpoint modernization, everyone assumes that we’re referring to the elimination of hard physical phones. My response to that is a big MAYBE! If you’re telling me that you’re eliminating hardphones to enable a collaborative architecture that more easily supports a remote and mobile-first user-base, then you had me at hello. But sadly, the response I usually get is “We’re looking to cut costs.
kommunicate
JULY 13, 2021
In a chatbot flow, there are situations where you need to refer to the previous messages and continue the flow involving follow-ups and confirmations. To design such conversations, Dialogflow allows creating secondary intents called Follow-up intents. What is a follow-up intent? A follow-up intent is a child of its associated parent intent. In other words, [.].
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!
ClientSuccess
JULY 13, 2021
Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health. There is no shortage of things to do, which is excellent for providing day-to-day value.
CSM Magazine
JULY 13, 2021
With online fraud on the increase, companies must take action to make sure they meet the updated version of the Payment Services Directive, PSD2, which will mandate Strong Customer Authentication (SCA), later this year. Adam Bromage-Hughes, Technical Director at Encoded , takes a closer look at the directive and discusses why SCA is so important for companies and customers.
kommunicate
JULY 13, 2021
In a chatbot flow, there are situations where you need to refer to the previous messages and continue the flow involving follow-ups and confirmations. To design such conversations, Dialogflow allows creating secondary intents called Follow-up intents. What is a follow-up intent? A follow-up intent is a child of its associated parent intent. In other words, [.].
CSM Magazine
JULY 13, 2021
The hospitality industry experienced the detrimental impact of the UK’s lockdown restrictions. While most businesses could continue working from home, the hospitality industry was left dwindling throughout lockdown. Pubs, bars and restaurants closed their doors, and many companies lost irreparable amounts of revenue throughout the last year and a half.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Helpware
JULY 13, 2021
Building a call center team requires a clear chain of command and escalation procedures, we'll show you how to create the optimal customer support apparatus.
Solvvy
JULY 13, 2021
When customers think about you and your brand, they rarely think only of the products you sell. Instead, the experience they’ve had with your company gets factored in – heavily. Let’s say you love Dell computers, for example. But if someone asks you how you feel about Dell, you’re more likely to think of the three hours you spent on the phone being passed around between different customer support representatives.
Strikedeck
JULY 13, 2021
Jason Hoe, Director of Customer Success at Revionics, discusses how a business designs value that profoundly impacts customer success (CS) and its desired outcomes in an interview with Vincent Manlapaz. The post Making an Impact During these Unprecedented Times — In an interview with Jason Hoe, Director of Customer Success at Revionics first appeared on Strikedeck | Customer Success Platform.
Influitive
JULY 13, 2021
The sun is shining and June customer programs were beaming with new campaigns, valuable discussions and over 16,000 new program members. With it came significant growth in reviews, references and nearly $17 million in generated ROI. Read on to dig into June’s data and customer examples. Recruitment and Engagement Last month, our customers welcomed over […].
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
SmartKarrot
JULY 13, 2021
Role: VP of Customer Success Location: Remote, Cambridge, England, United Kingdom Organization: Gearset As a VP of Customer Success, you will work with the senior leadership team to shape and edit our customer success strategy. Define commercial targets for the customer success function, focusing on areas such as retention, growth, and net churn, and build a plan to deliver on those results.
Quiq
JULY 13, 2021
Share This Story More than ever before, eCommerce businesses’ overall revenue is directly tied with the quality of their customer service. Today’s customers value shopping experiences more than price or product selection and can easily transition to one of many competitors. 86% of consumers say they would spend more for a better experience, and 76% of consumers said it’s far easier now to take their business elsewhere than ever before.
Babelforce
JULY 13, 2021
Employee Satisfaction (ESat) is a metric which measures how happy employees are in their job. This metric will generally track factors including: Satisfaction with day-to-day tasks Alignment with the goals of the business Sense of purpose Likelihood of professional development Attitude to shift patterns and lengths Opinions on pay and benefits. How is Esat measured?
Spearline
JULY 13, 2021
At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry. While looking at multiple sources and news articles, one particular guide provided some interesting insights surrounding the contact center and communications sect
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