Sat.Jun 12, 2021 - Fri.Jun 18, 2021

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Customer-centric vs. product-centric mindset

GetFeedback

Simplifying CX YouTube series episode on how to become customer-centric.

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What Makes Outsource Telemarketing Supervisors Successful?

Quality Contact Solutions

Having a great supervisor running your outsource telemarketing teams can make a massive impact on your business. Everything from lowering the attrition rates to company reputation can be affected by having a great supervisor. Below are some of the best practices to be a successful outsource telemarking supervisor.??. Communication: ? Communication skills are essential.

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8 Ways Contact Centers Go Wrong with Customer Data

LiveVox

We create an estimated 1.1 trillion megabytes of data every day. That’s roughly 1.7 megabytes every second, and contact centers are sizable contributors to that sum. With its massive bodies of customer data, the call center is the ideal testing ground for new technologies that leverage customer intelligence to provide better service. And yet, many […].

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Amazing Business Radio: Steve Bederman

ShepHyken

Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. They discuss the value of omnichannel communication in the different stages of the customer journey.

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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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Choose your battles wisely – Conflict Resolution Training for Managers

Myra Golden Media

For Jack Cooper University , I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this interactive training project! Download the cheat sheet I talk about in the video. Learn about my customized 30-minute video training for your team, shot from my broadcast studio in Tulsa.

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With Regulation Coming, it’s Time to Take a Closer Look at How You’re Implementing AI

CCNG

What do Facebook, a COVID19 prediction model, and Bronx Honda all have in common? All three were specifically referenced in a recent announcement by the Federal Trade Commission aimed to encourage “truth, fairness and equity” in the use of AI. The FTC noted negative outcomes of AI models and warned those using AI to “hold yourself accountable – or be ready for the FTC to do it for you.

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Guest Post: How to Care About Your Customers

ShepHyken

7 Keys to Successful Customer Service. This week we feature an article by Rupert Jones , a passionate speaker and an Independent Financial Advisor. He writes about the 7 customer service elements that ensure your shoppers stay happy and included. Businesses wouldn’t be anything without their customers’ continuous support. Therefore, it’s essential to show your loyal buyers how integral they are to your success.

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COVID-Era Phone Fraud Demands Omnichannel Response

Contact Center Pipeline

The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems play key roles in establishing customer trust, enhancing customer convenience and solving customer problems. Over the past year, the world’s contact centers have conquered overwhelming challenges. In the first month of the coronavirus pandemic, some […].

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Stop Making This BIG Pricing Mistake

Beyond Philosophy

What tactics do you use in your pricing strategy? There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.” Some coupons discount 20% off any item in the store or offer subscription discounts versus buying one-time that you submit at the online checkout.

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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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Technology Certainly Has Its Merits, But… – Tip #34

Steve DiGioia

Many companies fail to take the human factors into consideration. My belief is that any business must “ always do what’s in the best interest of the customer ”. You’ve heard me say that countless times on my blog. Technology Certainly Has Its Merits, But…. When automation and technology become the new “service goal”, the customer then comes second. I can’t see it happening any other way.

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What’s your Passion?

ShepHyken

I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico. The employees at the resort were amazing. They were upbeat, outgoing and willing to do anything to make their guests’ stay as perfect as it could be. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort.

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The Sustainable Work-From-Home Contact Center: Deliver Contextual Knowledge and Conversational Guidance

Contact Center Pipeline

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, eGain’s Anand Subramaniam discusses the top challenges contact centers faced maintaining service quality after the pandemic outbreak, and offers his thoughts […].

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Onalytica Interview with Peter Lavers

Peter Lavers

I was delighted to be interviewed by Onalytica recently – the World’s largest B2B influencer marketplace. In the interview I’m asked about how I became recognised as an ‘expert’, what I’m passionate about when it comes to customer experience, what the biggest challenges are, and what the future holds for CX. You can read the interview by clicking here.

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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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5 Incentives for Call Center Agent Engagement

Fonolo

Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy. Its true power lies in making your team feel involved, enthusiastic, and committed to their work and workplace.

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5 Top Customer Service Articles of the Week 6-14-2021

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. (MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does.

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The Case for Staff to Support Technology

Contact Center Pipeline

Companies often exhibit a failure of imagination when implementing new technology. Leadership can readily imagine the power of the new tools but can’t extend that vision to the people who’ll use and derive value from the tools on a daily basis. They think you just get started and it will all work out (a.k.a. “good […].

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10 Inspirational Customer Experience Examples

Help Scout

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. While they certainly jerk at the emotions and evoke a sense of wonder for the brand, they usually end up drawing attention because they are so far outside of the norm. They aren’t the typical conditions under which the company does business.

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Contact Center Dialers Demystified

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.

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7 Sales Coaching Techniques To Elevate Trust And Sales Performance

Integrity Solutions

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. But some simple and very effective sales coaching techniques- when applied consistently and with sincerity and skill- can greatly raise the game of individuals and your entire sales team. By Terri O’Halloran.

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How Customer Feedback Helps Cooleaf Grow Better and Better

Nicereply

Nicereply is so easy to use and intuitive for our customers and our team as well. Having KPIs attached to customer satisfaction helps our team elevate our approach with our clients. Cooleaf is an employee recognition and engagement platform that keeps teams connected while building workplace culture and encouraging positive behaviors. They’re a team of about 20 people, consisting of full-time and contracted employees, distributed across the U.S., Canada, and Europe.

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The Sustainable Work-From-Home Contact Center: Unify Human and Digital Communication and Collaboration Tools

Contact Center Pipeline

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, Edify’s Candace Sheitelman explains why it’s vital to unify your center’s human and digital communication tools, how it benefits work-from-home (WFH) […].

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Customer Experience vs. Customer Success: Explained

Help Scout

Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well. If you’re doing it right, you’re delivering a great experience that helps them successfully use your product or service.

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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 to Remedy the Biggest Pain Points in the CX Journey

LiveVox

Pain points are the source of bad customer experiences. They are moments during the customer service journey that cause frustration and reflect poorly on your organization. The good news is that you can strategically target these areas to reduce frustration and improve the quality of service you deliver while saving time, money, and agent heartache. […].

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6 ways to improve performance in your contact centre team

Eptica

Date: Friday, June 18, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 ways to improve performance in your contact centre team. Published on: June 18, 2021. Author: Pauline Ashenden - Demand Generation Manager The working experience for staff in your contact centre directly impacts their performance, productivity and well-being. Improve the experience and you’ll see the benefits, particularly in the new hybrid world.

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The Sustainable Work-From-Home Contact Center: Ensure a Better and More Secure Caller Experience with State-of-the-Art Headsets

Contact Center Pipeline

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, Theis Mørk of EPOS discusses state-of-the-art headset technology, the work-from-home (WFH) challenges that enhanced audio and communication solutions solve, along with […].

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Unified Agent Augmentation Tools: A Fractured And Disorganized Landscape In Customer Service

Ian Jacobs

Agent augmentation tools make the lives of contact center agents easier by enabling them to deliver high-caliber customer support. Yet today’s technology is siloed; there isn’t a unified agent augmentation solution that aggregates all of the tools that agents need and/or should have. This gap in the customer service technology market creates the conditions for […].

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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ChurnZero Receives 2021 Top Workplaces Award from The Washington Post

ChurnZero

ChurnZero has been named one of The Washington Post’s 2021 Top Workplaces in the Washington, D.C. area. Selection is based solely on employee feedback gathered through an anonymous third-party survey administered by research partner Energage, LLC, which measured several aspects of workplace culture, including alignment, execution, and connection.

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Are You Delighting Customers on an Emotional Level?

CSM Magazine

Recent research on consumer neuroscience explains the impact of consumer’s emotions on the effectiveness of advertising or customer interaction. It explains in detail how deeply the advertisement content or different modes of customer connections influence the emotional response of the consumer and their decision making. The study also reveals that the customers having positive emotions for certain brands are more likely to be loyal.

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HoduCC Gartner Digital Markets May 2021

Hodusoft

HoduCC makes it to Gartner’s Category Leaders & FrontRunners List. There is nothing more rewarding than knowing that you are truly serving your customers well. HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report.