Steve DiGioia
JANUARY 4, 2021
Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what does management want from you? For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience.
ShepHyken
JANUARY 4, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. (Oracle) An engaging customer experience (CX) was once only nice to have, but during periods of uncertainly, it becomes a must have to provide the advice and solutions your custo
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TELUS International
JANUARY 4, 2021
As the world's biggest work from home revolution continues, it's time to take a long-term look at your data security measures.
ClientSuccess
JANUARY 4, 2021
A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages.
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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.
Edify
JANUARY 4, 2021
I recently sat down for a Q&A with Matt Altepeter , the Director of Platform at Edify. Matt initially had an interest in aerospace engineering before finding his love for programming while studying at Purdue University. Matt considers himself a largely self-taught programmer, bolstered by a degree in Computer Technology from Purdue. While in school, he spent a lot of time outside of classes teaching himself, working a variety of internships, and learning from several great mentors along the
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
aircall
JANUARY 4, 2021
The process for developing a B2B sales prospecting strategy is vastly different than what many long-time salespeople grew accustomed to over the span of their careers. Something that hasn’t changed is that sales prospecting is still an important and necessary part of B2B sales growth. To be successful in B2B sales, you must recognize that best practices have changed.
LiveVox
JANUARY 4, 2021
With the FCC’s June 30, 2021 deadline for STIR/SHAKEN implementation approaching faster than we all think, this new standard should be top of mind for operators of outbound call centers. To help, we’ve put together a new free eBook that breaks down what STIR/SHAKEN is, how the new rules impact you, and what you can […]. The post What is STIR/SHAKEN and How Does It Work?
TeamSupport
JANUARY 4, 2021
“Every opportunity that a company has to celebrate something, no matter how small or large that something is, they really should take advantage of it to lift the morale of the employees.” 1 That’s what Matthew Jarzynski, vice president, human resources, Synergy, advises businesses as 2020 works its way into the history books. As business leaders, your focus this year was likely concentrated on adjusting to remote work, reconfiguring your staff according to changing business needs, retaining cust
C3Centricity
JANUARY 4, 2021
Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I’m sure that because you avoided commuting most days, it gave you the chance to read or listen to more articles that interested you, than you have been able to do in previous years.
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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
Guru
JANUARY 4, 2021
For teams that rely on Slack, the first day back at work in 2021 was a bit of a rude awakening. Down for hours the morning of January 4th, those accustomed to immediate chatification wondered what the backup plan was. Email? Asana? Carrier pigeon. or Morse code? We prepare for all sorts of real-world vulnerabilities like blizzards and earthquakes, and companies certainly have crisis plans in case of a serious threat to the business—but what happens when the way we normally talk to each other is
Alorica
JANUARY 4, 2021
Jennifer wraps up her conversation with Susan Dumond, the Chief Employee Experience Officer at Alorica, a global leader in customer experience solutions. Alorica is made up of more than 100,000 problem solvers who make lives better through positive customer interactions—at every touchpoint—across voice, chat and social. Listen to Podcast Susan brings more than three decades of expertise to her.
Jon Arnold
JANUARY 4, 2021
Had a strong December to close out a strong year, and while my volume of writing output has been less, I think the quality has remained high for the public pieces I’ve been producing. My readers are really the best judges of that, and I invite you to explore any or all of my current writing below. As always, comments are welcome, as well as suggestions for future topics you’d like me to write about.
TCN
JANUARY 4, 2021
While following your call center’s game plan, cloud-based features help you rise to the top. The post The Strategies and Benefits of Automatic Call Distribution (ACD) appeared first on TCN.
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.
Global Response
JANUARY 4, 2021
Call centers have evolved quite a bit since their founding in the 1950s. The practices that are followed and the technology that is used have both experienced quite a rapid change since more. The post Call Center Retrospective: Then and Now appeared first on Global Response.
Topdown
JANUARY 4, 2021
With how busy everyone is and how immersed in technology most of our society seems to be these days, getting someone’s attention has become a competitive endeavor requiring a good deal of effort and creative strategy. But fret not, you have access to numerous tactics to craft meaningful and impactful customer communications and messaging that speak to the heart of your customer.
SmartKarrot
JANUARY 4, 2021
As a customer success leader, you likely feel strong ownership of the “customer experience” and its outcomes. That’s why it’s so painful when you do everything in your power to help customers thrive only to see disappointing results in sentiment or retention. You can go back to the drawing board–improve analytics, update playbooks, adjust team member incentives–but there’s also an inconvenient truth to address.
Horizon CX
JANUARY 4, 2021
The year 2020 will go down in history for a multitude of reasons, some of which we will not so fondly remember and some of which we may choose to forget. In its wake, it may have hindered customer experience to a certain degree but it also enabled some changers that will thankfully hang around for a while and perhaps some permanently. I liken this to a trip I made to India a few years back where I saw poverty like I had never seen before, became so ill that I could not eat for nearly an entire w
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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.
SmartKarrot
JANUARY 4, 2021
Role: Vice President, Customer Success Location: San Francisco Bay Area, US Organization: BrightEdge As a Vice President, Customer Success, you will consult on strategic initiatives and opportunities to drive innovation and value for customers. Drive metrics on performance and processes to achieve corporate and customer objectives, provide the best customer experience and consistently achieve team productivity, and customer satisfaction targets.
Dialer 360
JANUARY 4, 2021
Undoubtedly, Ringless Voicemail advantages are in abundance for every business. RVM is a smart voice broadcaster with unlimited features. It allows you to broadcast prerecorded voice messages automatically. Above all, it’s a fully automated system that allows you to target your audience without intrusive. Besides, it’s an economical and effective solution for business marketing, political campaigns, and polls surveys.
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