Sat.Nov 12, 2022 - Fri.Nov 18, 2022

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Holiday Customer Service and Why Sometimes the Best Gifts Cost Nothing

Call Experts

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience.

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Call Center Compliance + Remote Agents: Steps To Be Successful

AnomalySquared

As previously featured by the Progress in Lending Association

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Tips On How To Maximize Your Call Center ROI

MiaRec

In today's business world, it is more important than ever to make sure that you are getting the most out of your investment in contact center intelligence.

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How Do I Make Customer Success More Personal?

ClientSuccess

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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7 Tips to Improve the Customer Experience and Reduce Costs

CCNG

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

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3 Practical Ways Your Customer Support Team Can and Should Listen to Customers

Customer Service Life

Image by Couleur from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. I was recently thinking about certain practices we talk about in the world of customer experience.

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Improving Customer Support with Mobile Screen Mirroring

TechSee

Whether you are a ridesharing leader supporting millions of global drivers and riders or a mobile carrier troubleshooting connectivity issues, fast and convenient mobile support is mission-critical. However, providing customer support for issues that occur on smartphones is very challenging.

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How to Improve Customer Service – A Complete Guide of Tools, Tech & Tips

Comm100

How to Improve Customer Service. A Complete Guide of Tools, Tech & Tips. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you.

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Boosting Agent Efficiency with Modern Channels & Automation Technology

Contact Center Pipeline

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you pair that with mounting support inquiries, it’s clear that many businesses are facing an efficiency mandate in order to survive.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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In an increasingly MAD world here are 5 rules for managing uncertainty

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

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Tips & strategies to improve frontline agent experience

Callminer

Agents play a significant role in customer satisfaction. Read this blog for tips and best practices to improve frontline agent experience, including effective onboarding, ongoing training and more

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8 Knowledge Management Benefits That Tip The Scale for Businesses

HelpCrunch

Let me flash a little discovery of mine. Did you know that the human brain can process 11 billion bits of information every second? That’s quite impressive! From here, I would like to simulate a [ … ].

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Routing Right

Contact Center Pipeline

The French writer and editor, Jean-Baptiste Alphonse Karr, created this wonderful phrase “plus ça change, plus c’est la même chose,” which roughly translates to “the more things change, the more they stay the same.” I sometimes feel that way about contact centers.

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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In an Increasingly MAD World, Here Are 5 Rules for Managing Uncertainty

Beyond Philosophy

The world is crazy. There’s a war in Ukraine. The UK has a cost-of-living crisis as energy prices are rising, and loads of people are moving into fuel poverty. There’s inflation, strikes, and the looming threat of a recession and catastrophic climate change.

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What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success

Balto

Blair Pleasant President & Principal Analyst, COMMfusion LLC. The direction of a company is largely determined by the vision of the executive suite. Look no further than the recent Twitter takeover by Elon Musk to see how much — and how quickly — leadership can pivot a company’s trajectory.

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Evolution of Customer Experience in E-Commerce 2023

Lumoa

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites.

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Disruptive Disruptors Disrupting

Contact Center Pipeline

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring. And I did. For the most part. I’ve found retirement to be quite liberating. There are no more Saddletree Research clients and I have no more contracted projects left to do. […].

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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14 cold calling tips to improve your closing rate

Selmo

Follow these 14 cold calling techniques and tips to get a better sales outcome. ? Guide includes cold calling definition and steps. Sales Calling

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We Asked Experts: Customer Service Trends of 2023

Nicereply

Customer service trends of 2023! Learn from the best ones and find out what support leaders see as the biggest challenge of the upcoming year. As we approach 2023, it’s time to reflect on everything you’ve learned and develop your strategy for next year.

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What Smartphone Dialer is Best? Power & Smart Dialing Options

LiveVox

Not all smartphone dialers are created equal. At the core of any contact center, dialers perform various functions. The post What Smartphone Dialer is Best? Power & Smart Dialing Options appeared first on LiveVox. Omnichannel

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What is a BPO and How Can It Improve Your Customer Experience?

Working Solutions Outsourcing

What is a BPO? BPO stands for Business Process Outsourcer If you are interested in taking your customer experience to another level, you may consider partnering with a Business Process Outsourcer (BPO).

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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How to hold customer service employees accountable

Inside Customer Service

Accountability is difficult. Some managers want to avoid a confrontation. Others struggle with timing in a fast-paced environment. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. Have you tried replacing someone right now? It's hard.

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Best 10 Tools Every Support Manager Must Know

Nicereply

As a support manager, you probably work daily with a bundle of online tools. Which are the best? Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently.

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What is SIP Trunking: Your Questions Answered

Fonolo

Contact centers’ conversion to SIP trunking technology has been an ongoing industry success story. For starters, using SIP technology to enable voice and video calls, messaging and data transmission saves money: up to 50% according to Gartner analysts.

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WFM ROI: Why You Need Workforce Management Software Now

Playvox

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. .

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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5 Ways to Ensure Your Support Organization is Ready for the Holiday Rush

TechSee

The holiday season is a busy time for every team, but the unsung heroes of the holiday season are without a doubt the service organization.

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10 top tips for a winning customer service knowledge management system

Eptica

Date: Friday, November 18, 2022 Author: Pauline Ashenden - Demand Generation Manager 10 top tips for a winning customer service knowledge management system. Published on: November 18, 2022.

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A Complete Guide to Omnichannel Customer Service

Comm100

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more.