Wed.Jun 30, 2021

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12 Signs Your Contact Center Needs a WEM Solution

Playvox

How to Know if You Need a Workforce Engagement Management Solution: Answer These 12 Questions. A spring 2021 article on SHRM references the turnover “tsunami” that’s on the horizon, given that more than half of employees surveyed say they’ll look for a new job in the next year. With turnover rates for contact centers already as high as 35%, call center leaders may be wondering how to reverse this trend.

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How to Handle Difficult Customers

ShepHyken

Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding. That said, the techniques I cover in both of these posts can work, with a little tweak or variation depending on the situation.

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The importance of embracing business performance improvement (BPI)

Callminer

Business performance improvement, powered by insights from customer conversations, makes it possible to connect the dots between insights and action. Read our blog to learn more.

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Technician Dispatch in 2021: 4 Fresh Approaches to Cost

TechSee

Technician dispatches, known colloquially as “truck rolls,” are considered a necessary evil for many service organizations. If a customer has a need for service, the organization must dispatch a technician to deal with the issue, whether they like it or not. And they don’t like it. Why? Because companies that rely heavily on a technician workforce consider 25% of truck rolls (TSIA) as non-value-added activities and a tremendous waste of resources.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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The Sustainable Work-From-Home Contact Center: Video Interviewing Provides a Scalable Hiring Solution

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, HireVue’s Andy Valenzuela outlines the benefits of video interviewing for a remote-work model. He also discusses the work-from-home (WFH) challenges that […].

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10 Cool Chatbot Examples to Inspire Your Project

Inbenta

Contents: Introduction. Chatbot examples in the travel & leisure industry. 1. Gol Airlines. 2. TravelClub. 3. Stubhub. Chatbot examples in the utility industry. 4. Naturgy. 5. Butagaz. Chatbot examples in the retail industry. 6. Benefit Cosmetics. 7. Eroski Supermarkets. Chatbot examples in the manufacturing industry. 8. Schlage. Chatbot examples in the healthcare industry. 9.

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How to Boost Slow Product Adoption After Onboarding Your Customer

Totango

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. While many customers might be able to quickly ramp up after onboarding, there will be some customers who are slow to adopt the features needed to achieve first value.

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Spearline Podcast Episode 16: Are audio quality issues keeping you in the dark? with Dan Hayes

Spearline

In this episode of the Spearline Podcast, Josh & Kees speak with Spearline Chief Customer Engagement Officer Dan Hayes. They discussed the issues customers face, the impact it can have on the customer experience, and what Spearline can do to help our customers. Dan also provided insights about his role, his experiences in the telecoms sector, and how telecommunications has developed and adapted over the past year.

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With Momentum, Provide the Best Unified Communications Solution on the Market

Momentum Telecom

Are your customers happy with communications technology? Are they frustrated with outdated phone systems or working with multiple vendors to meet all their communication needs? Were they promised white glove service, but received less than satisfactory support? If you think it’s time to review the voice and communications options you’re offering your customers, contact Momentum.

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The Open CCaaS Advantage Report

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.

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Grow Without Limits: How Gig Agents Can Amp Up Your CX

Edify

Growing businesses often encounter customer inquiries that outpace what they’re set up to effectively handle. When your contact center gets stretched thin and encounters new challenges, your customers can almost always tell. Plus, the pain is also felt by stressed-out agents who are short on the time, and possibly skills, to handle the customer inquiries coming in.

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How an Omnichannel Customer Experience Benefits Customers and Business

SharpenCX

According to PWC , the number of companies investing in their omnichannel customer experience jumped by more than 300% from 2010 and 2020. Five years ago when someone mentioned omnichannel, it could’ve been brushed off as a buzzword. Companies knew it was taking the customer service world by storm, but as with any trend, it was hard to predict if it’d be fleeting or if it’d stick around.

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How to improve the customer experience in 3 simple steps

Tethr

It’s a fundamental truth about customer experience (CX): Reducing customer effort is the key to a great customer experience. Lowering the effort required to do business with your company can increase customer loyalty, reduce your cost of service, and increase how much money your customers spend with you today, tomorrow, and beyond. But if you’re not ready to commit to the effort-reducing bandwagon quite yet, whether due to budget constraints, lack of executive buy-in, or other reasons… You’re no

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Working in perfect harmony: AI and the contact center

NICE inContact

To learn about all 10 reasons for using AI in the contact center, be sure to check out the replay of the 10 Ways AI Can Improve the Contact Center Experience webinar, which is available now OnDemand. In that webinar, Laura Bassett and I talk about 10 outcomes of using AI in the contact center. You’ll hear lots of great insights, and you’ll get some additional resources to help get your contact center started with AI.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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3 Projects to Help You Deliver Good Customer Service Daily (+ Resources)

SharpenCX

Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? Why wouldn’t a customer find a company that makes buying and learning a product or service quick, easy, and accessible? Let me give an example from my life: I was on a retail site a couple days ago buying a stud finder for a house project.

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20 Customer Success Interview Questions to Ask CSM Candidates

ChurnZero

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. A CSM needs to be responsible for cultivating exceptional experiences and sustained value for your customers by acting as their trusted advisor and advocate from the point of sale through the renewal and throughout the rest of the customers’

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6 Key Factors to Improve Customer Retention

aircall

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. He pitched his idea for a video doorbell, called Ring, and investors promptly rejected him. Five years later, Amazon acquired it for $1.1 billion. Ring is not just known for its incredible success story, though. Many look to the company for ways to improve customer retention.

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3 Ways Chatbots Can Quickly Improve Customer Support Metrics

Solvvy

A customer’s interactions with a brand drives their entire perception of a business, and as most businesses can attest, each and every customer experience can leave long lasting effects. So how can you get a sense of the customer experience you’re delivering? It starts by analyzing your metrics – especially those tied to your customer support efforts. .

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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Bilingual Support is a Customer Service Necessity in 2021

Ansafone

Customer support in the US can no longer survive by tailoring only to English customers. Today, Spanish-speaking people make up a large percentage of Americans. Many of these people speak Spanish natively and do not speak fluent English. Your call center must offer bilingual support to all potential callers, regardless of language. Foreign-language customers deserve … Bilingual Support is a Customer Service Necessity in 2021 Read More ».

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Is There a Place for Traditional Surveys in a World Ruled by Social Media?

CSM Magazine

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. For decades, traditional surveys have been a direct line of feedback from consumer to business, providing insight into a variety of areas from customer service and messaging to facilities maintenance and more.

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Healthcare Company Required Outside Team to Enroll Patients in Clinical Trials of Large Pharmaceutical Companies

Ansafone

Problem A patient recruitment company needed to recruit more patients for the clinical vaccine and medical trials of large pharmaceutical companies. The patient recruitment company wanted to avoid spending money on an in-house call center team to handle calls to recruit patients for these trials. Search for a Solution The patient recruitment company requested that … Healthcare Company Required Outside Team to Enroll Patients in Clinical Trials of Large Pharmaceutical Companies Read More ».

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DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report

DMG Consulting

DMG Consulting Releases 2021-2022 Robotic Process Automation Product and Market Report. MEDIA ALERT. A new standard of intelligent automation that benefits the front and back office. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021-2022 Robotic Process Automation Product and Market Report.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Oral Healthcare Company Required Outbound Calling Service to Alert Members and Providers in Different Time Zones of Authorization Results

Ansafone

Problem A dental healthcare company manages dental insurance plans for Americans across multiple states. The company required an outbound calling service to provide authorization results to members and providers of contracted dental plans. Members and providers would need to be alerted as to whether authorization was approved or denied. Search for a Solution The dental … Oral Healthcare Company Required Outbound Calling Service to Alert Members and Providers in Different Time Zones of Auth

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A New Mission Statement: The Same Commitment to Clients and Employees

Transparent BPO

New Language Reflects Who We Are: Who We Aspire to Be By Scott Newman, CEO Culture is important at Transparent BPO. It governs how we conduct ourselves daily. It dictates our commitment to our clients and to our colleagues around the world. A lot of companies talk about their culture. They have statements on their […]. The post A New Mission Statement: The Same Commitment to Clients and Employees appeared first on Transparent BPO.

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How to Choose a B2B Marketing Automation Platform

Genroe

B2B Marketing Automation can be a very effective way to reduce human error, increase efficiency and remove expense from your marketing process. It can also be a very effective way to waste time and money on overly complex and ineffective processes. Some years ago I was consulting to a major insurance company and we asked […]. The post How to Choose a B2B Marketing Automation Platform appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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9 Steps to Launch a Highly Engaging Chat Window

JivoChat

You know that a website is a serious investment and an important marketing tool for your business. But did you know you can leverage your online presence and engage even more customers by adding a chat window to your site? Taking advantage of a live chat box on your company’s site lets you add an optimized marketing solution and provide an instant connection with customers.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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6 Customer Service Skills for a Positive Customer Experience

Comm100

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query. If you want to make sure that your customer service skills are up to par, then this article will help point you in the right direction.

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How an MBA Can Lead to a Successful Career

CSM Magazine

It’s difficult to find a program that allows you to focus on customer service only at the master’s or bachelor’s levels. A Master of Business Administration (MBA), which is a graduate-level program, may be the best choice. But is an MBA worth the investment? An MBA can lead to many benefits, including a higher salary, a managerial position and a strong professional network.

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How to take your SaaS Business from Reactive to Proactive?

CustomerSuccessBox

Going reactive to proactive has been the mantra for customer success for all SaaS businesses. Shifting from reactive to proactive in customer success is important for SaaS companies because their subscription-based business model demands to keep customers happy over the long haul. But let’s take a step back and before we get into what it takes to go from reactive to proactive.

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