Fonolo
NOVEMBER 30, 2021
Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. Physical retail locations have experienced mass closures while eCommerce and omni-channel shopping have exploded. If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers.
ShepHyken
NOVEMBER 30, 2021
Net Lives Enriched. How NPS Enriches the Lives of Customers, Employees, and Leaders. Shep Hyken interviews Fred Reichheld, creator of the?Net Promoter®?system of management, the founder of Bain & Company ‘s?Loyalty?practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth.
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Contact Center Pipeline
NOVEMBER 30, 2021
This month’s top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce. In our CX posts, our authors touch on everything from CX management programs, platforms, and governance, to improving your customer service emails and live chat experiences. We also take a look at how reaching out […].
The Northridge Group
NOVEMBER 30, 2021
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort a customer, who calls in with an issue, a compassionate associate will not only offer comfort but go beyond that by offering practical solutions and taking appropriate actions to improve the customer’s situation.
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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.
Guru
NOVEMBER 30, 2021
Over the past few weeks, we’ve been proud to share the investments we’ve made into improving the usability and accessibility of our product (if you haven't already, read part one and part two ). From dedicating an entire team to the effort to championing a cross-functional sprint to make fast, meaningful changes, we’ve taken several intentional steps towards laying a strong foundation on which we can continue to build great experiences.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ConvergeOne
NOVEMBER 30, 2021
Every time I meet with a customer, there are always several data center concerns that weigh heavily on their minds. For many, it’s the fear that a bad actor that will destroy, steal, or compromise data. Others worry about enduring a site failure that takes down the data center and having to failover to an alternate site, with the hope that everything shifts without a hitch while under a lot of stress.
delighted
NOVEMBER 30, 2021
When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. . These micro-experiences are called customer touchpoints, and they play a crucial role in fostering customer satisfaction, including trust and loyalty.
SmartAction
NOVEMBER 30, 2021
Customer experience has been on a path of transformation since the days of "Press 1 for." Then came "You can say things like. pay my loan, check my balance, or transfer funds," which became the new way to start a customer service conversation through traditional speech IVRs around 2016. During that time, customers had to be directed in what they could say to the bot in order to get their intentions understood and processed.
Cyara
NOVEMBER 30, 2021
The world changed quickly for many businesses in 2020. In company after company, it felt like a decade of organizational change happened in just a few months. Those titanic shifts were heaviest in one particular area: digital transformation (DX). What seemed like a luxury before — the idea that every aspect of a business’ processes and operations could be built for a digital ecosystem — now looks like an absolute necessity.
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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
TeleDirect
NOVEMBER 30, 2021
Seasonal Account Call Center Consulting | Complete BPO Services | Full Call Center Assistance During the Holidays. The holidays are here – is your contact center ready for this most wonderful time of the year? During the holidays, call centers are faced with a unique set of challenges, not the least of which is increased call activity. Throw in added emphasis on product recalls and other high-priority communication, and your contact center can quickly become overwhelmed.
Jon Arnold
NOVEMBER 30, 2021
Was busy on all fronts during November, including writing, and here’s a digest of my writeups. Why the New Age of Voice Will Create New Business Value , No Jitter, Nov. 22 How Can UC Tools Create a Virtual Water Cooler Experience? , TechTarget, Nov. 22 UCaaS and CCaaS - Better Together for Cloud Migration , No Jitter, Nov. 18 Start Saying Goodbye to the Contact Center , No Jitter, Nov. 16 Spotlight on SIPPIO - Q&A with Dawn-Marie Elder and Voice-Enabling UCaaS , my blog, Nov. 15 5 Ways AI Ca
TeleDirect
NOVEMBER 30, 2021
Avoid Staffing Shortages | Improve Your Contact Center Staffing Strategy | Contact TeleDirect Today! Does your customer contact center staffing plan need improvement? Does your company even have a call center staffing strategy? If you answer yes to either of those questions, we can help today! TeleDirect offers complete business process outsourcing (BPO) plans for your contact center, including call center staffing optimization.
Abby Connect
NOVEMBER 30, 2021
Empathy is a deep, heartfelt emotion that exists within all of us. Some people have a harder time either recognizing that it’s appropriate to have or recognizing when it needs to be conveyed and how to do that. Because without the words, the other person may not know that you understand their feelings. Read on for a detailed guide on building the empathy skills necessary to help connect with people.
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.
Vcaretec
NOVEMBER 30, 2021
The value of quality customer service cannot be overstated. A good support team can be the backbone of your company since it directly influences customer satisfaction. Out of the various customer support channels, one survey found that 69% of customers had the highest satisfaction ratings from live calls. Having a live agent attend to a customer's needs ensures that all of their questions and concerns are addressed.
CSM Magazine
NOVEMBER 30, 2021
The HVAC industry can be competitive. After all, there are hundreds of thousands of HVAC contractors in the world, with over 119,000 in the US alone. Needless to say, it takes a lot to stand out in this field. But there are a few things you can do to differentiate your HVAC company from all the rest. The following are five ways to get started if you want to be successful in this industry. 1.
LiveVox
NOVEMBER 30, 2021
Great service depends on understanding your customer. You need to have a clear idea about who they are and what they want. This knowledge forms the basis for service that is personalized and can meet customer expectations. Creating a service journey map is an integral part of understanding your customers. It provides a visual representation […].
TCN
NOVEMBER 30, 2021
ST. George, UT. — Nov. 30, 2021 — TCN, Inc., a global provider of a. The post TCN Wins Four 2021 MarCom Awards for Excellence in Digital Media and Publicity appeared first on TCN.
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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.
CustomerSuccessBox
NOVEMBER 30, 2021
A tyrannical blood bath with over 400 players competing for the same price is a great analogy for today’s market. We are all just competing for attention from customers. “ Squid Game”, a South Korean series is on the tip of the tongue of avid (binge) watchers. There are multiple reasons to love the show. The design is immaculate, the plot is downright crazy, the characters are unique and each episode leaves you wanting for more.
Dialer 360
NOVEMBER 30, 2021
Call queuing is making your business well-organized. Good call queuing enhances the agent’s efficiency and no more hold time. While poor call queuing encompasses the hold time as well as minimizes the agent efficiency. Besides this, it leads to a negative customer experience. What is called queuing? A call queue is the feature of the business phone system.
Voiptime
NOVEMBER 30, 2021
A business model logically describes how an organization creates, delivers to customers, and acquires value - economic, social, and other forms. The process of developing a business model is part of the business strategy.
ChurnZero
NOVEMBER 30, 2021
. Spun from the beloved children’s fairytale about a young girl who makes herself at home in the cottage of a family of bears, the Goldilocks Principle states that something must fall within certain margins, rather than leaning toward the extremes. It shouldn’t be too hot or too cold, too hard or too soft, but somewhere right in the middle. It’s used in a range of fields including psychology, biology, economics, and engineering.
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!
Dialer 360
NOVEMBER 30, 2021
Call queuing is making your business well-organized. Good call queuing enhances the agent’s efficiency and no more hold time. While poor call queuing encompasses the hold time as well as minimizes the agent efficiency. Besides this, it leads to a negative customer experience. What is called queuing? A call queue is the feature of the business phone system.
Spearline
NOVEMBER 30, 2021
According to a recent Qualtrics XM Institute study in the US, . Businesses globally stand to lose $4.7 trillion in consumer spending, due to poor customer experiences. The same Qualtrics study found that more than half (53%) of consumers cut spending after a single bad experience with a company, and 60% of consumers say they would buy more from a company if it treated them better.
Nicereply
NOVEMBER 30, 2021
Trying to win back every single customer who churned might have a negative impact on your profitability. Customer churn is an unpleasant reality of any business, both B2C and B2B. However, if a customer once purchased your product or service, there’s no guarantee they are going to stick around forever, even if they totally loved it. Customers may be leaving for a variety of reasons – price issues, unresolved complaints, poor service, competitors offering greater value, etc.
C Space
NOVEMBER 30, 2021
Moving Times. The opportunity for automotive brands to be more responsible and better integrated into our daily life; to reimagine product as part of a seamless and ecosystemic experience. . By Max Raison, Director, Brand Strategy, Interbrand. 3 The way that people and objects move shapes the world around us – none more than in the cities and towns in which we work, rest and play.
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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