Taylor Reach Group

MAY 24, 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. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. Healthcare Call Center’s 30th Annual Conference: June 13-15, Pittsburgh, PA.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Taylor Reach Group

APRIL 25, 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. And learn more about exciting new technology that’s revolutionizing customer experience. SOCAP New England Chapter – May 3, Enfield, CT.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

MARCH 12, 2015

Have you ever abandoned an online chat because it was taking too long so you could sit on hold for five minutes or more with a call center. Have you ever tried to fix an appliance by striking it with the side of your fist, like the character Fonzie in Happy Days?

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

TeleDirect

JUNE 2, 2021

We’ve already offered tips & tricks for improving your call center and increasing customer lifetime value. Make good use of conference rooms. Take your conference rooms, for example. Put dispensers in larger conference rooms, hallways, lunch rooms and more. Call TeleDirect Today!

Business Process Outsourcing 75

Business Process Outsourcing Best practices Call Center outsourcing 75

SharpenCX

JANUARY 14, 2020

And, the finance team tells you “There’s no room in the budget for that” whenever you mention getting more resources for call center improvements. Through all of it, you’re tasked with managing the most overwhelming metric — customer satisfaction. Where do you start to improve your call center team?

Call Center 76

Call Center Customer Service Morale Finance 76

Call Experts

JULY 17, 2019

Understanding the customer lifecycle is important. . Every company needs to identify the reasons behind its decay in customer retention rates. It is essential to do an honest assessment of all factors that contribute to customer retention. When do medical centers need professional contact center support?

Customer Experience 66

Customer Experience Customer retention outsourcing Call Center 66

Call Center Weekly

NOVEMBER 9, 2017

a Canadian training company that helps contact centers improve their sales and customer retention results. A call center expert, Mike serves on the Advisory Council of the Greater Toronto Area Contact Center association, and was Master of Ceremonies for their 2012-2014 and 2016 Annual Conferences.

Contact Center 149

Contact Center contact center associations Banking Education 149

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

OCTOBER 28, 2014

Transactional companies might also have a motive to improve the productivity, by tracking stats like how many calls are answered and the average call time per Customer. In many cases, they will also use a Call Center script. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Fonolo

MARCH 6, 2019

eight customer-focused organizations, acronyms and all, that you should be following this year and beyond.*. The Contact Center Network Group supports a vital part of the customer service industry: Call centers. You can sign up for their newsletter here.

CCNG 102

CCNG Customer Service Education Contact Center 102

aircall

JULY 28, 2021

Rather than doing a job interview on a video conference, you want to go into their space and see how they value other members of staff.”. We provide you with cloud-based call center software that can help workers improve customer experiences, even while working remotely. Your Partner in Empowering Your Hybrid Workforce.

Real estate 104

Real estate call center software Call Center Wait times 104

Fonolo

MAY 22, 2019

It’s interesting that they differentiate themselves from other analyst firms in this way: “Unlike IT analyst firm reports that use subjective influences to score vendors, our research is based on thorough analysis of customer assurance and product categories that best represent how an organization should evaluate its technology supplier.”.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

Voxjar

MARCH 10, 2020

Measuring Customer Service Performance. Alright, so you’re responsible for customer service in the call center. You’ve got a lot on your plate – managing quality assurance via call recording and monitoring. You’ve moved up the company ladder and upper management has placed their faith in you. What’s In Store.

Metrics 52

Metrics Customer Service Call Center Customer retention 52

Fonolo

JANUARY 14, 2020

Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders. Customer Think. When it comes to call center blog sites, CustomerThink has it all.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Call Center Weekly

APRIL 25, 2018

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers. By then it is too late. Mike Aoki is the President of Reflective Keynotes Inc. ,

contact center associations 43

contact center associations Customer retention Contact Center Sales 43

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

Self service 402

Self service Best practices Customer Experience Call Center 402

Global Response

JANUARY 9, 2023

Business leaders agree: 64% of business leaders surveyed in 2022 said that customer service has a positive impact on their company’s growth, and 60% said that it improves customer retention. Excellent customer service drives customer loyalty and retention, which in turn increases revenue.

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

aircall

MAY 11, 2017

This is beneficial to businesses of any size and activity, to virtual teams, remote workers , and most of all, to your customers. Computer telephony integration benefits not only your customers and your agents, but will also make a call center manager’s job easier. 4: Exceed your customers’ expectations.

Interactive Voice Response 91

Interactive Voice Response voip Call Logging First call resolution 91

aircall

FEBRUARY 23, 2017

Advocacy refers to a customer whose loyal, emotional attachment to your brand compels them to actively endorse it. Word of mouth recommendations, referrals, serving as references, and speaking at conferences on your behalf are all possible for an engaged advocate. Customer retention is key.

B2B 79

B2B Advertising Customer advocacy Customer retention 79

JustCall

DECEMBER 24, 2022

The bar is raised so high that roughly 61% of customers would switch to another brand after a single bad customer service experience! In simple words, customers don’t give second chances. As such, it comes as no surprise that 56% of businesses aim to drive better customer service experiences.

Best practices 52

Best practices Customer Service Customer centricity Self service 52

Callminer

OCTOBER 22, 2019

For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. When it comes to choosing a call center service, that choice becomes even more difficult. In this case, routing calls to the right agents will be an important component.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

MAY 11, 2017

This is beneficial to businesses of any size and activity, to virtual teams, remote workers , and most of all, to your customers. Computer telephony integration benefits not only your customers and your agents, but will also make a call center manager’s job easier. 4: Exceed your customers’ expectations.

Interactive Voice Response 89

Interactive Voice Response voip Call Logging First call resolution 89

aircall

MAY 21, 2021

You have to do more than read about them, analyze them, and talk about them during a conference call. It requires taking action—the kind of action that places your customers’ needs first and adapts to meet their expectations. You’ll better understand the needs of your customers. Customer retention will increase.

Journey mapping 62

Journey mapping Sales CRM Call Logging 62

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. Tuesday, July 23rd Agent Performance and Contact Center Efficiency. On day 2, we have artificial intelligence and related technology taking center stage.

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

JustCall

NOVEMBER 25, 2022

of 5 (link to customer reviews). In order to analyze them, it records client interactions over the phone, by email, web, and during conferences. out of 5 (link to customer reviews) Supported languages: English Identification of the best representatives – Lists the characteristics of your best-performing reps.

Real estate 52

Real estate CRM Coaching Contact Center 52

Dialer 360

JUNE 12, 2023

Optimize Customer Experience Delivering an exceptional customer experience is crucial for lead generation and customer retention. Provide outstanding service, promptly respond to inquiries, and go the extra mile to exceed customer expectations.

Advertising 48

Advertising Marketing Engineering Analytics 48

Robert Davis

FEBRUARY 21, 2017

Here are a few suggestions for SVPs of operations, directors, managers and other contact center team members to help get you back in touch with reality at your site: 1. I realize you have a lot of meetings and conference calls, and sometimes you need quiet with no interruptions. Open the door.

Contact Center 48

Contact Center Coaching Call flow Consulting 48

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines Personalization 110

Netomi

FEBRUARY 28, 2022

As part of her previous role with NH Hotel Group, she was responsible for the design, implementation and consolidation of a corporate training program for all Call centers (the program has been the top-rated in the company’s history). It’s a simple yet effective way to retain customers in a busy world.”.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” And amidst it all, HoduSoft aims to shine bright as an exhibitor. The company reaffirms its dedication to shaping the future of communication solutions.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

RapportBoost

DECEMBER 10, 2018

According to research from Aberdeen, companies who provided an Omni-channel customer experience achieve a 91% higher year-over-year increase in customer retention, compared to organizations who don’t. There are many channels and customers often have strong preferences. Why does this matter to us? Kaye: Absolutely, yeah.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Integrity Solutions

JULY 26, 2019

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. Contact Center Challenges: Behind the Numbers. And guess what?

Coaching 66

Coaching Scripts Contact Center Call Center 66

Kayako

MAY 12, 2016

Born out of call centers and technical support, WINTHECUSTOMER is a blog from Flavio Martins, author of Win the Customer: 70 Simple Rules for Sensational Service. Flavio’s great customer service tips are insightful, and he often writes about how call centers can up their game and create amazing customer experiences.

Customer Support 51

Customer Support Best practices Technical Support Call Center 51