It’s a safe bet that your company’s global contact numbers are operational, and why shouldn’t they be? Companies all across the world think that their worldwide contact lines are always functioning and that there is never a problem. They should be, by right; after all, you’re paying for them, so why should there be any doubt? MORE
ShepHyken
AUGUST 4, 2021
Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . OUCH! It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.
Callminer
AUGUST 4, 2021
The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
AUGUST 4, 2021
Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . OUCH! It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.
Contact Center Pipeline
AUGUST 4, 2021
Just as we started feeling a bid of a reprieve from Covid, here comes Delta. Will it have the same impact on staffing and operations? Surely it will cause us to continue our flexibility with remote work and hybrid models a little longer, as there is talk of masks and travel restrictions again. Please check […].
Advertisement
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
SharpenCX
AUGUST 4, 2021
When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . As a customer service manager, you know how critical it is to deliver the best customer experience. But, over time, your once-polished customer service strategy grows stale. With each new hire, onboarding practices languish and internal processes shift around.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
aircall
AUGUST 4, 2021
A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Experts claim that while this will depend on the pandemic and vaccine distribution, companies will likely start making flexible work schedules permanent. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience.
Expivia
AUGUST 4, 2021
Optimizing the customer service experience is a crucial task in a call center environment. The success of your contact center depends on it. Simply being polite isn’t enough anymore. Your call center needs to focus on being unique. Providing an exciting, engaging, and one-of-a-kind customer service experience is what your call center needs to stay ahead of the game.
NobelBiz
AUGUST 4, 2021
In this episode of the CX Experience Podcast, Frank Wassenbergh speaks with NobelBiz President Steve Bederman about the contact center industry processes as a whole and NOT the state of technology. This is an enjoyable episode to listen to if you are looking for a new way to understand how you as a contact center manager should be sold to. The post Process, Not Technology | Steve Bederman on the CX Experience Podcast appeared first on NobelBiz®.
Advantage Communications
AUGUST 4, 2021
Customer service is an essential part of your business. High-quality customer care leads to improved customer loyalty, upsell and cross-sell opportunities, enhanced brand reputation, happier customers, word-of-mouth marketing and improved business growth.
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.
Hodusoft
AUGUST 4, 2021
A Guide to Hybrid Workforce Technology for the Future of Work. For most of us, the pandemic has been a period of remote work, with in-between visits to the place of work. As things change in the post-vaccinated world, business leaders need to find a way of adapting to the ‘new normal. A survey carried out by Accenture found that 83% of workers prefer a hybrid work model going forward.
Spearline
AUGUST 4, 2021
It’s a safe bet that your company’s global contact numbers are operational, and why shouldn’t they be? Companies all across the world think that their worldwide contact lines are always functioning and that there is never a problem. They should be, by right; after all, you’re paying for them, so why should there be any doubt?
LiveVox
AUGUST 4, 2021
Automation helps to eliminate inconsistencies and streamline processes. It standardizes the execution of tasks in your organization. Automation can also help you draw correlations between different sets of data for insight into how you can improve your processes. Automation helps lenders reduce processing costs, the likelihood of human error and improve the overall experience.
Playvox
AUGUST 4, 2021
I n a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and want someone who can talk with them, understand their problem, and quickly resolve it.
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.
NICE inContact
AUGUST 4, 2021
Download this customer journey map template and advice from Experience Investigators and start mapping your agent and customer journeys today, to get one step closer to delivering extraordinary CX for today’s digital-first reality.
Concentrix
AUGUST 4, 2021
Concentrix has combined messaging conversations and surveys to help capture and act on customer signals in real-time. The post VOC + Messaging = The Perfect Match appeared first on Concentrix.
Genroe
AUGUST 4, 2021
CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an […].
Merchants
AUGUST 4, 2021
Deloitte’s 2021 Global Marketing Trends Report highlighted partnership marketing as one of the year's fastest growing marketing trends and spoke to how organizations operating in the modern business environment “have an opportunity to completely reimagine partnership strategies”. The post Merchants collaborates with Social Coding to colour outside the lines appeared first on Business Process Outsourcing Services | Merchants CX SA.
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
Strikedeck
AUGUST 4, 2021
Helena Young, VP of Customer Success at League Inc, discusses the difference between customer success (CS) versus account management (AM) in an interview with Vincent Manlapaz. Also, how CS helps businesses reframe their perspective on achieving customer growth and success. The post Reframe your Perspective of Customer Growth and Success — In an interview with Helena Young, VP of Customer Success at League Inc. first appeared on Strikedeck | Customer Success Platform.
CSM Magazine
AUGUST 4, 2021
Does your business make use of Instagram for marketing purposes? Do you want to know if Instagram can help your business out in any other way, such as customer service? Instagram is a social media platform that has only been growing in popularity since its launch over a decade ago, especially for businesses, with the many services available, such as Growthsilo, an Instagram growth service , which many businesses are using to get followers.
Education Services Group
AUGUST 4, 2021
Churn. Nobody likes it. Everybody hates it. It might as well go eat worms. But addressing churn is an essential part of the work of every company with a subscription-based business model. You can’t avoid it. So, what can you do? You can face it head-on, do the work to uncover the reasons your customers churn, and become a better, healthier, more mature company as a result.
Babelforce
AUGUST 4, 2021
First Call Resolution* (FCR) is a metric which measures the percentage of customers who had to call repeatedly to get a resolution for their issue. (*In the omnichannel world you might prefer “First Contact Resolution”.). You can measure FCR like this: A low FCR rate is usually seen as a bad thing! If customers can’t get the right outcome in a single call, they’re likely to have a negative view of your business.
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.
CSM Magazine
AUGUST 4, 2021
Inge De Bleecker, Vice President of CX at Applause reveals three ways brands can provide seamless and unforgettable user experiences across all platforms and devices. The 2020 Olympics are finally here (and a year behind schedule at that!). This and other global sporting events, such as Wimbledon and the recent European Championships have brought into sharp focus the need for media brands to evaluate their digital experiences.
NobelBiz
AUGUST 4, 2021
Steve is joining the Call Center Chronicles Podcast to talk about technology as a byproduct, women and technology in leadership roles and tech for the people. The post Omni Channel Success, with Steve Bederman from NobelBiz | Scalable Call Center Sales Podcast appeared first on NobelBiz®.
Calltools
AUGUST 4, 2021
A growing number of consumers want to communicate with businesses through text messages, social media, email, and other digital options. While the majority still prefer using their phones to talk to a human customer service representative, enough people use digital channels that brands can’t rely on phones anymore. Omnichannel call centers avoid this issue and provide more comprehensive services by connecting to a broad range of communication formats.
Blueship Call Center
AUGUST 4, 2021
In today’s modern era, the market is flourishing day by day and to remain competitive, it is essential to offer quality services to the customers. Call center service providers in India know the importance of customer satisfaction, which is why they offer: 24X7-Business Service Enhanced Productivity Availability of Infrastructure and Expertise.
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.
C Space
AUGUST 4, 2021
Password Protected. To view this protected post, enter the password below: Password: Submit.
Knowmax
AUGUST 4, 2021
5 common data migration challenges and how to fix them?
SmartKarrot
AUGUST 4, 2021
The pivotal goal of any brand is to capture their prospects, convert them into a customer and ultimately into a brand advocate. The customer today has no dearth of options to choose from. While the shopping process has become more complex and thought through, ensuring maximum loyalty is the key that everyone’s looking for to lock in potential customers.
Expert insights. Personalized for you.
98 
Let's personalize your content