WFH for B2B?
Contact Center Pipeline
SEPTEMBER 27, 2022
As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck.
Beware False Scorecards for B2C Chat
Fonolo
JANUARY 8, 2020
There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour. Making your contact center omnichannel ready.
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Trust is Important in the Contact Center
Call Center Weekly
JULY 24, 2017
By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. The sense of comradery between the team and the leader is built on trust, which drives success in the center. Celia Thomas has 22 years of experience in the contact center, including 9 years in call center management.
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The State of B2C Complex Customer Care
BlueOcean
MARCH 24, 2022
When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? In today’s contact center, remote work is more prevalent than ever before.
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Developing and Executing Effective CX Metrics, Measurements and ROI
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. How to develop dashboards that cut across all functions of an organization, not just the contact center. This session will cover key metrics used to determine ROI. The case for investing in CX initiatives.
Beware False Scorecards for B2C Chat
Fonolo
JANUARY 8, 2020
There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour. Making your contact center omnichannel ready.
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Top 5 Customer Service & CX Articles for Week of April 22, 2024
ShepHyken
APRIL 22, 2024
4 Tips for Championing Contact Center Innovation from an Award-Winning Customer Experience Leader by Jay Patel (CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance.
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Episode 1: Introduction | Tethr Learning Series – The four “D’s” of better B2C sales performance
Tethr
MARCH 22, 2021
This material originally appeared as part of our Learning Series podcast on B2C sales. Welcome to the Tethr Learning Series, The four “D’s” of better B2C sales performance. In this study, we built a predictive sales model, where we looked at B2C sales performance, specifically in inbound sales conversations.
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Top 10 Contact Center Technology Posts in 2018
Contact Center Pipeline
DECEMBER 26, 2018
If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Advances in technology continue to accelerate an exponential rate. Read on to find out!
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Contact Center CX: Next Issue Avoidance
CX Accelerator
FEBRUARY 6, 2019
Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center! There is a bit of a difference between B2B and B2C and even eCommerce on this, but we all have so much to learn from each other! Nate Brown Love this challenge @brittanynaylor!
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Computer Vision AI: The Secret Ingredient for Contact Centers
TechSee
APRIL 2, 2019
Today’s contact centers face a daunting challenge. Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms. Computer Vision AI – Reinventing the Contact Center. A modern contact center relies on its knowledge base to streamline its operations.
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Customer Experience does not equal customer service!
CCNG
JUNE 28, 2023
So please, if you're posting a role for a contact center leader, don't call it customer experience unless that role has a lot more under its purview. Call it what it is, Customer Service. You'll look smarter and find a better suited candidate.
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Everything To Know About Omnichannel Contact Center
OctopusTech
MARCH 27, 2023
An omnichannel contact center is a crucial part of this effort, as it enables companies to communicate with customers across multiple channels, including phone, email, chat, social media, and more. What is an Omnichannel Contact Center? How does an Omnichannel Contact Center work?
Changing the Business Experience
Contact Center Pipeline
AUGUST 11, 2022
The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX. But the B2C experiences are, to a considerable extent, driven by the business-to-business (B2B) customer experiences (B2B CX).
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How to Hire Right in Contact Centers: Top Experts Reveal Secrets
CX Global Media
JULY 8, 2019
The first step in the contact center agent journey comes with the hiring process. In my experience as a practitioner, solution provider, learner and educator in the contact center industry, I’ve reached the conclusion that we have a massive education opportunity. Conference Coverts to On-demand Learning. Free Access.
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The Contact Center of the Future in the Distributed Workforce Era
TechSee
SEPTEMBER 3, 2019
As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.
Strengthening the B2B CX
Contact Center Pipeline
JULY 13, 2022
Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers. Both types rightfully demand excellent customer experiences (CXs) on the channels of their choice.
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Reaching Out to Improve the B2B CX
The Northridge Group
JUNE 2, 2023
This article was originally published on Contact Center Pipeline and can be viewed here. How well-executed outbound customer contacts can deliver excellent CXs. Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers.
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How Facebook integration with Contact Center software enhance productivity
Hodusoft
JUNE 25, 2020
Contact center software helps companies in getting connected with their team and customers. Day by day, more and more businesses are implementing the Omnichannel contact center software in their companies. Therefore, several advancements are taking place in call center software. Few of the advantages include:-.
4 Causes of Contact Center Stress Managers can Absolutely Fix
SharpenCX
JUNE 15, 2018
Contact center stress is the bane of B2C companies across the globe. The post 4 Causes of Contact Center Stress Managers can Absolutely Fix appeared first on Sharpen Contact Center Software. Beleaguered agents cause your team’s efficiency, morale, and customer satisfaction to plummet. The more [.].
Cost Objections Are Up 30% For Contact Centers in Q4
Balto
NOVEMBER 28, 2022
Here’s how Professor Blake Runnalls of the University of Nebraska-Lincoln’s Center for Sales Excellence teaches his students to approach cost objections in the B2B space: “First, who is facing the cost? For example, is it a B2C customer, a small business owner, a business unit manager, a vice president, or an executive?
Guest Blog: The Customer Experience is Not Just for B2C
ShepHyken
JULY 13, 2018
If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone. Relationship building is just as crucial in B2B as in B2C for some very good reasons. Customer mapping is just as essential for B2B as it is for B2C.
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Why putting employees first leads to a profitable customer experience
CCNG
OCTOBER 11, 2023
Michelle brings her extensive background in B2B/B2C/D2C organizations, including ownership of customer experience, client success and contact center operations to the benefit of fellow CCNG members and industry colleagues.
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Here’s How Contact Centers Are Lowering Customer Acquisition Cost
Babelforce
JANUARY 28, 2021
It also happens to be one area where outbound or blended contact centers can have a massive impact. Now let think about how the contact center can reduce those costs. #1 If you sell b2b (or high-value b2c) then that means a phone call. What about the ‘real world’ of the inbound contact center ?
5 Top Customer Service Articles For the Week of May 4, 2020
ShepHyken
MAY 4, 2020
The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). How To Flatten The Contact Center Curve, According To The Experts by Johnny Rosa.
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Contact Center Retention: Get Ahead of Trouble by Pinpointing Front-Line Staff Concerns
Taylor Reach Group
NOVEMBER 21, 2019
Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States. TRG helps clients optimize their contact center operations through focus on four pillars: people, process, technology and methodology. By Peg Ayers.
The ChatGPT Revolution
The Northridge Group
MAY 2, 2023
This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? But could it revolutionize the contact center industry? and most recently (at presstime) GPT-4.
Call Center optimization: Tools and best practices to increase performance
NobelBiz
FEBRUARY 27, 2024
Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?
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Reality Check: Are your customers channels or people?
CX Global Media
FEBRUARY 6, 2019
For years I fell into a trap that I see many in the contact center industry fall in to. Everything’s in one place, from orders, management issues, channels, emails, chat, returns, subscription, anything you need and want for B2B and B2C company. How Coca-Cola® Adds Life to Contact Center Employee Engagement.
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Spend Less Time Managing the Network, More Time Innovating with the Network
Cisco - Contact Center
APRIL 5, 2023
As networks evolve to keep up with the requirements of a distributed hybrid workforce and the need for new B2B and B2C cloud applications, an increasingly complex workload for IT is an inevitable… Read more on Cisco Blogs
Successful Call Center Agents Share This Personality Type
TechSee
DECEMBER 22, 2019
The contact center agent’s job is getting harder. Call volumes in many contact centers are down along with the cost to serve. However, that means successful call center agents must now deal with a far greater proportion of complex issues. Seven types of successful contact center agents.
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124 5 Top Customer Service Articles For the Week of September 14, 2020
ShepHyken
SEPTEMBER 14, 2020
I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Call Centers Are Out Experience Centers Are In by NobelBiz. NobelBiz) Our eBook will take an in-depth look at how trending consumer preferences are actively influencing the contact center space.
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How To Create a Winning B2B Customer Service Strategy
Global Response
JANUARY 9, 2023
Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. While B2B sales are commonly talked about, B2B customer service is often overlooked, even though customer service is just as essential for B2B sales as B2C (Business-to-Consumer) sales.
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Call Center, Contact Center and Customer Experience Events – April 2018
Taylor Reach Group
MARCH 26, 2018
At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. SOCAP Ohio Chapter – B2C Text Messaging Summit April 5, Columbus, OH. Contact Center & Customer Service Summit April 23 – 24, Boston, MA.
5 Top Customer Service Articles For the Week of January 16, 2017
ShepHyken
JANUARY 16, 2017
And, while the article focuses on B2C, the stages can be found in any business relationship. Experts Share Their Top Choice for 2017 Contact Center Technology by Hagai Shaham. For information contact or www.hyken.com. There are various “stages” that the customer goes through before he or she says, “I want to come back.”
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B2B Customer Service Strategy Guide
Global Response
DECEMBER 5, 2022
B2B Customer Service vs. B2C Customer Service There are distinct differences between business-to-business and business-to-consumer customer service. With B2C CS, solving issues may be for one instance or a handful of issues. The client’s business is directly impacted by the quality of service they receive.
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62 5 Top Customer Service Articles For the Week of January 13, 2020
ShepHyken
JANUARY 13, 2020
This is especially true online where retailers often rely on remote contact center agents to resolve things. My Comment: First, while the title implies this is for retail customers, it reaches far beyond most customers in any type of industry (B2C and B2B).
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Managing CX – Hidden downtime and blind spots
Spearline
JANUARY 27, 2022
Rather, they are engaging with their customers online, and via telephone and contact center technologies. With centralized contact centers servicing global markets, a simple phone call is far from simple. It is simply more satisfying and comfortable for the customer to engage in conversation with a person.
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98 QCS Launches Telemarketing Services Solution for the SMB Market
Quality Contact Solutions
DECEMBER 31, 1969
Prior to joining the QCS team, Steve Korn racked up more than 40 years in the call center industry. From managing various client inhouse telemarketing centers for both B2B and B2C businesses, to starting multiple outsourced telemarketing companies, Steve’s experience runs the gamut.
Leading Outsource Telemarketing Company Hires Implementation and Quality Assurance Manager
Quality Contact Solutions
MARCH 25, 2021
Langenberg is responsible for project management of all new outsource telemarketing and call center program implementations, including planning, organization, staff forecasting, technology design and client coordination. About Quality Contact Solutions?.
In Case You Missed It: How to Design Your Contact Center to Be Customer-Centric and Deliver Exceptional Customer Experiences
Serenova
AUGUST 5, 2019
Consistently creating those experiences, though, requires a holistic approach that incorporates organizational and operational change into contact center architectural design. According to Forrester’s research, the emotional component is important not only for B2C, but for B2B interactions as well. Automation.
Contact Center Technologies 2017: find out what 23 experts say
RichCall
SEPTEMBER 13, 2017
With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.
QCS is a SOC 2 Type 2 Compliant Call Center
Quality Contact Solutions
DECEMBER 20, 2021
Quality Contact Solutions, Inc (QCS), a leading outsource contact center and BPO company, today announced that it received its? “Compliance has become an essential component for companies to create trusted relationships with clients,” said Angela Garfinkel, President & Founder of Quality Contact Solutions.
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The Top Customer Service SMS Do’s and Don’ts
Fonolo
FEBRUARY 6, 2020
While consumer-to-consumer SMS is already ubiquitous, the medium is gaining rapid popularity for B2C and B2B interactions, including for customer service. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Several trends are poised to make a significant impact on contact centers in 2020.
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