Knowmax

MAY 4, 2022

The post 5 Ways How Customer Support Challenges Can Be Resolved With Knowledge Management appeared first on Knowmax.

Customer Support 52

Customer Support Management Customer Service 52

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo. Of course, I thanked her and I found my seat, just a few rows from the front of the plane.

Airlines 319

Airlines Customer Service Personalization Customer Experience 319

Callminer

MAY 4, 2022

Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organizational goals. Read more in this blog.

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Cyara

MAY 4, 2022

Designing optimal IVR journeys can help you strike a balance between call containment and CX goals. Or ganizations are transforming the customer experience (CX) in real-time. They’re rolling out new products and services to align with consumers’ new digital-first behaviors and meeting surging demand for support. In fact, 51 percent of businesses have integrated online and offline channels and embraced new channels for customer interactions.

Interactive Voice Response 128

Interactive Voice Response Self service Customer Experience 128

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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.

Outsource Consultants

MAY 4, 2022

Even if you haven’t seen the movies, Star Wars has some pretty famous lines that have become staples in popular culture. In addition to being deep and philosophical, they are often applicable to everyday life or even business relationships. As a celebration for May the 4th , a punny day celebrating everything Star Wars, Outsource Consultants has broken down how each of these four famous movie quotes relates to the BPO industry.

outsourcing 128

outsourcing Call Center Consulting Consulting 128

Nicereply

MAY 4, 2022

Ecommerce support service is a key part of any business, especially eCommerce. But it’s more than just a customer service department. It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. This is why creating a stellar customer experience is essential for your eCommerce business.

Best practices 98

Best practices Self service Sales Surveys 98

MicroAutomation

MAY 4, 2022

Professionals in business or government are constantly on conference calls or speaking with clients where it is important to have precise notes on what was said. Unfortunately, it is almost impossible to take good notes while participating or conducting an important meeting. Therefore, there is a high likelihood of missing information that may be key […].

Government 94

Government contact center solutions Contact Center 94

Comm100

MAY 4, 2022

Credit union member expectations are changing and changing fast. While telephone and email were once the go-to support channels, today’s members now expect more. The only way to keep up and meet these expectations is through digital transformation. In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools.

Chatbots 76

Chatbots Wait times Banking Personalization 76

Jon Arnold

MAY 4, 2022

Poly brought a small group of analysts and media to New York for the launch of their new Experience Center, right by Madison Square Garden. Branding is critical for maintaining visibility in a crowded market, and Poly has done a great job here. Their recent brand refresh was a good move, and while Plantronics is still in the picture, the branding is all Poly.

Real estate 59

Real estate Marketing Personalization 59

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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

Surveys

Russel Lolacher

MAY 4, 2022

What does psychological safety look like at work? . Words are great. Understanding the behaviours associated with those words is better. In this monthly series, we’re going beyond those cliched HR platitudes and “aspirational” posters on the office wall to find out what those important aspects really look for employees. I’ll be proposing a question to you across the Relationships at Work platforms on what a particular topic looks like at work.

Construction 52

Construction Feedback Employee engagement 52

Genroe

MAY 4, 2022

CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. The post [CX Tribe] 5 May 2022 – Tesla Takes on Insurance + Proof – Closing the Loop works appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

B2B 52

B2B Feedback Marketing Customer Experience 52

LiveVox

MAY 4, 2022

Customer service has greatly evolved over the years and customer expectations are higher than they’ve ever been. Customers now want to be treated like they are a priority and receive a personalized experience. This means companies need to build an actual relationship with their customers. The post CRM Solutions Buyers’ Guide appeared first on Livevox.

CRM 52

CRM Personalization Customer Service 52

Vistio

MAY 4, 2022

The HFS OneOffice Hot Vendors are an exclusive group of emerging service and technology providers set to impact and disrupt the market. HFS analysts regularly speak with exciting start-ups and emerging players. They designate a select group as the HFS OneOffice Hot Vendors based on their offerings’ distinctiveness, ecosystem robustness, client impact, financial position, and impact in the HFS’ OneOffice Framework (Exhibit 1).

Average Handle Time 52

Average Handle Time Call flow Employee engagement Contact Center 52

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.

Customer Experience

Natalie Petouhof

MAY 4, 2022

EPISODE SUMMARY: In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences. She also discussed the importance of customer feedback and how Amazon has used it to thrive. Listening from the other person’s point of view and putting yourself in the shoes of your customers and employees is the key to better human connection and success.

Customer centricity 52

Customer centricity Feedback 52

Babelforce

MAY 4, 2022

In this post: What is DTMF? How do contact centers use DTMF? DTMF replacement technologies DTMF will likely stick around. What is DTMF? Dual Tone Multi-Frequency (DTMF) is a technology that allows telephone callers to communicate with automated programs by pressing number keys. Here’s how it works: Pushing a phone key produces a high and a low tone.

Interactive Voice Response 52

Interactive Voice Response Contact Center Technology Personalization 52

Calltools

MAY 4, 2022

Although many factors contribute to a successful outbound calling campaign, none are more critical than your lead list. A quality lead list will help ensure you run an efficient and profitable campaign. A poor one can easily doom the efforts of your agents, leading to a significant loss of revenue. Establishing key performance indicators (KPIs) for your call lists helps you evaluate their quality and the quality of your agents’ performance.

Metrics 52

Metrics Sales CRM Contact Center 52

DMG Consulting

MAY 4, 2022

Fixing the Agent Attrition Problem. May 2022 By Donna Fluss. Most of us are tired of hearing companies complain about agent attrition. Don’t get me wrong – it’s a serious issue that has been exacerbated by the Great Resignation. The frustration is that attrition is a problem that can be corrected if a company wants to fix it. I can say this definitively because I have worked in hundreds of contact centers over my many years as a consultant and have seen “the good, the bad and the ugly” (to borro

Contact Center 48

Contact Center Benchmark Consulting Consulting 48

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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.

Self service

SmartKarrot

MAY 4, 2022

Role: Director, Customer Success Location: Denver, CO, US Organization: Cin7 As a Director of Customer Success, you will lead the digital-first Customer Success function, focusing on driving product adoption, a positive customer experience, and empower the thousands of existing customers to thrive. Grow and develop a high-performing global team that is motivated, engaged and lives the company values.

Engineering 19

Engineering Education Upselling Accountability 19

CCNG

MAY 4, 2022

The life of a contact center agent isn’t easy. It involves helping customer after customer with little to no recognition for taking on a difficult issue and finding a solution. They work with people who are frequently frustrated and unhappy, knowing it’s their job to change the mood of this person by resolving their problem efficiently. It's the pressure of working with demanding customers every day in a highly structured environment which makes agent burnout a real thing.

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Agent burnout Contact Center Call Center Personalization 195

SmartKarrot

MAY 4, 2022

It is 2022, and we would be surprised if teams are not inter-connected and empowering each other. There is a lot common between the product team and the customer success team. Well, products are made for customers. And customers use products. Apart from this, the two teams also complement each other. If teams work in isolation, it will not be of any value addition.

Management 19

Management Customer retention Upselling B2B 19

Kayako

MAY 4, 2022

The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era. According to Salesforce , 84% percent of customers say the experience a company provides is as important as its products and services.

Customer Experience 107

Customer Experience Self service Accountability Advertising 107

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!

Feedback

SmartKarrot

MAY 4, 2022

The C-Suite in any company is one of the smartest executive groups. Becoming a C-Suite executive is not an easy task. The task of managing a company is also with the C-Suite executives. A study by Harvard Business Review shows that a CEO attends 37 meetings and works for an average of 62.5 hours (about 2 and a half days). Top executives like the CEO, CFO, and more manage their time using certain simple principles and tactics.

Management 10

Management B2B Personalization Technology 10

JustCall

MAY 4, 2022

One of the best ways to improve customer service is to listen to those customers, understand their needs and expectations, and realign your strategy accordingly. And a big piece of the puzzle to make that happen is conversation transcription. You record all the customer conversations, analyze them to discover insights, and reinforce informed decisions into your existing infra.

Coaching 52

Coaching Sales CRM Contact Center 52

delighted

MAY 4, 2022

When your customers have questions, where do they turn? If they turn directly to your support team, then you’re missing out on an opportunity to ease customer pain and save your team time through customer self-service. In this article, we’ll cover what customer self-service is, why you should focus on self-service offerings, and tips for creating a successful self-serve solution within your organization.

Self service 79

Self service Abandon rate Surveys Feedback 79

aircall

MAY 4, 2022

Do you know what really motivates your sales reps? You might think it’s an easy answer: money. But it’s not that simple. . Sales reps generally fall into two categories—or somewhere in between. Understanding what motivates each of your sales reps is the key to unlocking their best performance. The illustration below shows You-kai Cho’s interpretation of the “ Core Drives ” that influence whether motivation is extrinsically or intrinsically driven.

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Gamification Sales Coaching Upselling 62

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

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