Fonolo
NOVEMBER 23, 2021
When you think of the phrase “call center training”, does the word fun come to mind? If it doesn’t, you’re probably not alone. After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.
Tethr
NOVEMBER 23, 2021
As the horizon of customer experience (CX) moves farther into the distance, all of us CX practitioners are always chasing the latest and greatest ways to get a competitive edge in the industry. Between bots, personalization, and overall process transparency, you already know many ways to address upgrading your CX. But what you may not know is that the same technology is the foundation of all these approaches: Artificial intelligence.
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Beyond Philosophy
NOVEMBER 20, 2021
One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them. I can relate. I sold a complicated product when I was in corporate life, and it was always a highly competitive field. It can be challenging to communicate why you are the best when you have a complex offering and you want to tell customers all about it.
ShepHyken
NOVEMBER 23, 2021
What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB’s can compete with giant brands when it comes to problem resolution for delays, theft, and problems during the holiday season.
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
Contact Center Pipeline
NOVEMBER 24, 2021
When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer service realm. Today, IVA technology is revolutionizing how customer service is delivered and is changing the game for many organizations as they strive to come back stronger in the post-pandemic era […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
NOVEMBER 25, 2021
One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share. Jeanne-Claude’s problem is that his company offers a complicated product, and despite their offering being better than the competition, the competition is winning. .
ShepHyken
NOVEMBER 22, 2021
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. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. DiJulius. (Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?
Contact Center Pipeline
NOVEMBER 25, 2021
Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a safe and Happy Thanksgiving!
CX Accelerator
NOVEMBER 26, 2021
As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships! I am really grateful to have the opportunity to see my friends thrive in their careers.
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.
Virtual Live Labs
NOVEMBER 22, 2021
In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle. Here are three mistakes leaders make when it comes to employee engagement that can sabotage their organizations: Not understanding the communication formula for connecting with employees.
ShepHyken
NOVEMBER 24, 2021
To what extent will a company go to try to get customer feedback ? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? . One of our faithful subscribers sent in a question. At the end of a project with a customer, she sends an email requesting the customer take a short survey.
Contact Center Pipeline
NOVEMBER 23, 2021
Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow. But increasingly, executives are asking their teams to achieve qualitative goals, such as increasing customer satisfaction, customer retention and providing a superior customer experience (CX).
Concentrix
NOVEMBER 22, 2021
This acquisition marks an evolutionary milestone for Concentrix, supporting the growth strategy of investing in digital transformation to deliver exceptional customer experiences. The post Concentrix Announces Acquisition of PK, a Leading Global CX Design Engineering Company appeared first on Concentrix.
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
Virtual Live Labs
NOVEMBER 22, 2021
In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle. Here are three mistakes leaders make when it comes to employee engagement that can sabotage their organizations: Not understanding the communication formula for connecting with employees.
TechSee
NOVEMBER 22, 2021
The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time. And remote staff need help acclimating to their new reality, requiring enterprises to look for ways to reduce the resultant high remote IT support cost. .
SharpenCX
NOVEMBER 23, 2021
If you’re like me, you’ve already started mentally preparing for the holiday season. You’re tying up loose ends, finishing end of year projects, and looking ahead to what 2022 will bring. As you prepare for the new year, you’re setting goals and thinking through how to get ahead of your competitors. So, to help you, we’ve put together a reading list to get you through the holiday season. .
Eptica
NOVEMBER 26, 2021
Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Published on: November 26, 2021. Author: Pauline Ashenden - Demand Generation Manager Outsourced customer service providers make up a significant part of the overall customer service sector – and globally this part of the market is expected to grow by $14.05 billion between now and 2025.
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Hodusoft
NOVEMBER 24, 2021
What are the top 16 call center features you need to know in 2022? With pandemic, call centers had to suddenly equip themselves to handle a plethora of queries as the nature of interactions changed. Along came the new struggles for call centers such as adjusting to remote work setups, technology adaptation challenges, and trying to stay afloat and keep the numbers up amidst financial upheaval.
Help Scout
NOVEMBER 22, 2021
B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel.
Totango
NOVEMBER 23, 2021
Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.
Spearline
NOVEMBER 23, 2021
The rise of cloud-PBX There are many benefits of cloud-PBX for business customers. Benefits include flexibility and cost-savings. They also include a lack of hardware maintenance, and increased geographic reach. All things considered, it’s easy to see why many businesses were making the switch, even before the Covid-19 pandemic caused us all to reset our expectations of working life.
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.
kommunicate
NOVEMBER 22, 2021
If we look at the history of businesses worldwide, customer support service was the first ‘online marketing’ that ever existed. But, providing customer support services to your customers is a challenge in itself. This is where chatbots come into play. Provide human-like customer service to your customer without needing to hire any human being. Just [.].
Comm100
NOVEMBER 23, 2021
87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why.
Kapta Customer Success
NOVEMBER 22, 2021
Creating a long-term plan for every client in your company's book of business isn't just a valuable habit for growing revenue and building a stronger relationship. It also allows you to cultivate a predictable revenue stream, which can be even more important when your focus is organization-wide revenue. Not only do you and your team need to be able to determine the likely revenue, sales opportunities, and growth potential of a given key account, but you also need to be able to assess the costs o
Abby Connect
NOVEMBER 24, 2021
Have you been considering the assistance of a live virtual receptionist service? If so, you may be wondering whether it’s in your budget. There are many variables to consider when hiring a live virtual receptionist, which is why it’s important to remain aware of how pricing works, and what that means for the quality of… The post How Does Virtual Receptionist Pricing Work?
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.
Advantage Communications
NOVEMBER 25, 2021
When customer service is managed internally, most businesses only have agents available during opening hours and that can be a huge problem when it comes to ensuring customers are satisfied. That’s because many customers can’t call until they are off work, at which point the vast majority of businesses (and their customer service centers) are already closed.
Nicereply
NOVEMBER 25, 2021
Remember, most businesses don’t bother to show customers appreciation, so even choosing the easiest of these methods is likely to make you a cut above the rest. So many businesses neglect their customers after the sale. Once customers part with their money, they may only have contact with the business if they have a problem. As an online business, you rarely have face-to-face contact with your customers and this can lead to the impression that you are a faceless company.
ChurnZero
NOVEMBER 22, 2021
Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Have you ever been in a position where you’ve had to beg to hire more resources? Even though it’s evident that your understaffing is causing the customer experience to suffer. Your team is stressed and ready to walk away.
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