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Three Ways to Create an Employee Experience that Creates a Better Customer Experience

ShepHyken

You can’t have a consistent and predictable CX without an EX to support it. . Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. But what about the employees’ needs?

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The Complete Guide to Visual IVR

Fonolo

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Although they can be simple and effective, customers don’t love IVR experiences. Power and Associates, a good IVR experience is quite rare.

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The Future of Call Centers: Predictions and Trends for Call Center Software

Hodusoft

Remote working is here to stay According to Gartner’s Future of Work from Home for Support and Service Employees report , nearly nine out of every ten support and service leaders and as much as 80 percent of their staff will work from home till 2023. billion mobile phone users in the world.

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Contact Center Trends 2021: The CX Watershed

Fonolo

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

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Listen to Your Customers – 3 Trends You Can’t Ignore

Outsource Consultants

In honor of National Customer Service Week, we wanted to offer some key insights on three trends to keep in mind as you craft call center experiences for your customers. After all, exceptional customer service requires constantly reinventing what you do well and what you could be doing better. .

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What’s the Deal with Air Canada?

Fonolo

In 1999, it implemented the country’s first self-service express check-in kiosks. Some companies have found a modern-day solution to the latter via call-back technology , an offering that allows customers to opt for a call-back from the next available agent (or at a scheduled time) rather than waiting on the line indefinitely.

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How Do You Make Customers Feel Important?

aircall

But warning: This doesn’t mean you can take customers for granted just because you have something they crave. The idea of customer support is more than a necessity for post-sale activities. It’s a mistake to view your customer support team as a cost center. Developing Strong Customer Support.