The Call Center School
FEBRUARY 26, 2020
In this day and age, we are used to communicating through short text messages in real-time. We are connecting with our friends and loved ones via SMS text, iMessage, Whatsapp, Facebook Messenger, Instagram, and thousands of other apps. So it should come as no surprise that the popularity of customer service via live chat is increasing.
REVE Chat Blog
FEBRUARY 26, 2020
Imagine there are few businesses that grow over time, while others have huge swings and eventually descend. What is the difference? The polarity lies in how they focus on building customer relationships to the next scale. Strong customer relationships are much like any relationship. You need to invest your time to build and nurture them over a period. 79% of customers say that they want brands to show that they understand and care about them before they buy anything.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Upstream Works
FEBRUARY 26, 2020
Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems. By extension, the easier you can make this look to the customer, the better the outcomes. However, this requires orchestration across your entire contact center operation.
ShepHyken
FEBRUARY 26, 2020
Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. In Matt’s words, “The world is now on-demand and highly personalized.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Contact Center Pipeline
FEBRUARY 26, 2020
If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a love of numbers, analysis and writing led her to the world of consumer research. It was a perfect fit. Studying customers’ […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Up Your Service
FEBRUARY 26, 2020
Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. These phrases have become central to the language of business in almost every industry. They mean vigilant, unwavering attention to the customer to determine actions and improvements. For some, these words represent a true transformation of organization and culture.
Customers That Stick
FEBRUARY 26, 2020
Why Is Customer Service Language Used? This is an interesting question, as it could mean a few things. I assume what the person asking the question means by customer service is language that is thoughtful or carefully worded. There are a few dynamics to why this type of language is taught and used. [link]. To begin, it is simply more effective in producing outcomes in working with others.
Fonolo
FEBRUARY 26, 2020
Despite a considerable investment targeted at improving service levels and reducing waiting times for the CRA’s support channels, recent tests by the Canadian Federation of Independent Business (CFIB) show that service levels have worsened for the second straight year, primarily due to a lack of agent training and knowledge management. CFIB Reports Reveals Declining CRA Service Levels.
Tethr
FEBRUARY 26, 2020
Customer churn can be arduous for even the most well established of businesses. After all, lost revenue isn’t the only thing at stake. According to statistics from Small Business Trends , 65 percent of an organization’s business comes from existing customers. On top of that, the probability of selling to an existing customer is 60-70 percent, while the probability of selling to a new prospect is 5-20 percent.
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Education Services Group
FEBRUARY 26, 2020
One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. By thoughtfully layering digital on top of the one-to-one interactions that CSMs are already having with customers, you can reduce your cost to serve and remove tedious tasks from your CSMs’ plates, enabling them to engage in more meaningful customer conversations.
NICE inContact
FEBRUARY 26, 2020
Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.
Interaction Metrics
FEBRUARY 26, 2020
The Los Angeles Times ( Sunday, Feb 23, Business Section ) describes me as “a vocal critic of survey culture.” Am I? Only sort of. It’s true, I often see companies pestering their customers with biased surveys. It’s also true I see many companies gleaning grossly gamed data from their surveys. But at the same time, when done well, I see surveys worth their weight in gold.
Strategic Contact
FEBRUARY 26, 2020
Business continuity and disaster recovery (BC/DR) – a.k.a., contingency planning, business continuity management, and business recovery planning – can weigh on CC leaders’ minds. All too often, developing plans and putting resources in place doesn’t make it to the top of the “to do” list or score a “win” in the battle of the budget.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Ansafone
FEBRUARY 26, 2020
At Ansafone, people are our number one asset. People are our most expensive and critical investment. And, putting people first can help inspire and attract even better talent as well as create a culture that cultivates creativity and innovation. As part of our culture, we believe in promoting from within. For those willing to … We Are in the People Business Read More » The post We Are in the People Business appeared first on Ansafone Contact Centers.
Aspect
FEBRUARY 26, 2020
One of our most popular programs from ACE 2019 is back for its second year—and even better than before! At ACE 2020, we’re making it possible for you to attend the sessions you need on the Aspect U track plus the focus track of you want. The Aspect Education Services group is excited about the services we’ll be offering at ACE 2020. Certification classes for Aspect® Workforce Management , Aspect® CXP and Aspect® Unified IP on September 12th and 13th – before the official kickoff of ACE 202
Ambs Call Center
FEBRUARY 26, 2020
When purchasing a new service or product, one of the first considerations that comes to mind is price. With price comes value, and everyone wants to maximize their value. While Amazon has spoiled us with the ability to find the cost of almost anything, the cost of business services such as answering phones are harder to grasp.
Influitive
FEBRUARY 26, 2020
Loyalty programs are pretty commonplace with consumer brands but don’t seem to be as prevalent in B2B. This is because the traditional loyalty model of cash incentives doesn’t translate as well to business customers. In B2B, purchase decisions involve more than one stakeholder and your core user is not always the person paying the bill. […]. The post 5 Tips for B2B Loyalty Programs Inspired by B2C appeared first on Influitive.
Advertisement
Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Jon Arnold
FEBRUARY 26, 2020
I’ve got a new webinar to post about, and this one will be hosted by Channel Partners. The sponsor is Flexential , whom I got to meet on the show floor at the recent ITExpo. The topic is about cloud migration, and how to be strategic about it. For a change, I’ll be moderating, and leading a discussion with Carl Norman, their Solutions Architect, along with Michael Piccininni of Dell Technologies.
bold360 Blog
FEBRUARY 26, 2020
Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders. The theme of this year’s conference, Pink20, was IT and Batman: Ordinary People doing Extraordinary Things, and we had the chance to meet and hear from people doing some extraordinary things, indeed.
Call Experts
FEBRUARY 26, 2020
Customers are looking for services with out-of-the-box functionality. Also, these customer support services must enable scaling and allow for customization based on unique business needs. Implementation timing is often immediately; sometimes, the timeline was yesterday. . Today, a lot of companies have access to the same technology. However, the differentiator is the experience.
ClientSuccess
FEBRUARY 26, 2020
As your team is planning out the customer onboarding experience , it’s helpful to look at the situation from through a customer’s eyes. Your customer has just been through a whirlwind sales experience that may have been months – even years – long. SaaS sales experiences are not necessarily known to be smooth sailing, and customers might still have plenty of questions about your product and its value coming out of this process.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Xaqt
FEBRUARY 26, 2020
FOR IMMEDIATE RELEASE On Monday the Center for Disease Control (CDC) sounded the alarm bell that the spread of Coronavirus in the U.S. was increasingly likely and that individuals and businesses should begin to prepare accordingly. While no one knows what the actual impact of the virus will be, we expect that call centers across several industries along with public sector service agencies will be adversely impacted.
Uniphore
FEBRUARY 26, 2020
In reviewing the new 2020 Gartner Magic Quadrant for Workforce Engagement Management Report today, I saw something different for a change. The vendors positioned in the MQ Leaders Quadrant are still in the Leaders Quadrant, but what’s really interesting is what is happening in the lower left. Automation is moving up in the ranks for agent engagement.
ClientSuccess
FEBRUARY 26, 2020
As your team is planning out the customer onboarding experience , it’s helpful to look at the situation from through a customer’s eyes. Your customer has just been through a whirlwind sales experience that may have been months – even years – long. SaaS sales experiences are not necessarily known to be smooth sailing, and customers might still have plenty of questions about your product and its value coming out of this process.
CSM Magazine
FEBRUARY 26, 2020
Merchant cash advances in the UK are continuing their rise, following on from the success of last year. They are an alternative funding solution for businesses that are trying to capitalise on growth. This product has grown tremendously over the past five years and one of the market leaders selling it are PDQ Funding. They have even recently reported a 17% increase in sales of their merchant cash advance to call centre companies/businesses.
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
ChaseData
FEBRUARY 26, 2020
It’s never easy to completely overhaul the way your company presents itself. Whether you’ve been in business only a few months or for many years, you have all of that time and the memories of your previous iterations working against you. Even when rebranding is for the best, it can be a difficult task, prompting many companies to wait until it’s simply unavoidable.
JustCall
FEBRUARY 26, 2020
Want to get an essence of what a sales associate job description looks like? Primarily, a sales associate is responsible for selling products or services. But, this is a multi-faceted role and goes beyond that of selling. A sales associate is the personality representing the company in front of the customers. He/she needs to be equipped with the right set of skills and qualities.
Playvox
FEBRUARY 26, 2020
¡Hola! In case you haven’t heard, we are heading down to the city where the heat is on for Zendesk Relate : Miami Beach, baby!
Expert insights. Personalized for you.
80 
Let's personalize your content