ShepHyken
SEPTEMBER 7, 2020
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. Winning means losing in the game of customer retention by Linda O’Grady. (CMO) All too often retention is a blanket goal.
GetFeedback
SEPTEMBER 7, 2020
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Outsource Consultants
SEPTEMBER 7, 2020
It’s not up for debate—the 2020 election season is upon us, and November 3rd will be here before you know it. So what does your political call center procurement plan look like? You need to secure a quality outbound calling partner before it’s too late. That’s because political campaign telemarketing has become a nearly universal feature of campaign strategy for more than a generation.
Ameyo
SEPTEMBER 7, 2020
The Philippines has certainly evolved as a BPO hub with exceptional outsourcing capabilities. In order to deliver excellent customer service and support, these BPOs rely on the most trusted customer service software backed-up with advanced features around autodialer, ticketing system, ACD, and IVR. Let’s, without wasting any time, see what these features have got for … Setting up a BPO in Philippines?
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Connecting the Dots
SEPTEMBER 7, 2020
CCMC ~. Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. But, instead of using this knowledge to examine the entire organization and to train employees appropriately, most companies focus strictly on the individual customer service representative (CSR) for performance assessment.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NobelBiz
SEPTEMBER 7, 2020
So, what’s the FCC up to this time? Should you worry about James Bond shutting down your business? STIR SHAKEN, often referred to as SHAKEN/STIR, is a series of protocols and procedures that help carriers validate the authenticity and legitimacy of a caller through an identity token that delivers trust-enabling information. It’s inspired by James Bond and his “shaken, not stirred” martinis, although that’s where the similarities end.
Ameyo
SEPTEMBER 7, 2020
The pandemic has brought in many challenges for us. The most common challenge includes, but is not limited to, sheltering-in-place and working remotely. With it, there’s a crippling effect on the economic slowdown and the higher competition is adding a new wrinkle to it. In times of crisis, if we can create technology to stay … Reimagining the Post-Pandemic World with an Outbound Call Center Software Read More » The post Reimagining the Post-Pandemic World with an Outbound Call Center
CSM Magazine
SEPTEMBER 7, 2020
Online shopping has taken off beyond all predictions in recent years with more customers heading online than ever before. As shopping online becomes more popular, customers are becoming more demanding when it comes to the level of customer support they expect. This presents the perfect opportunity for you to differentiate yourself from the competition by creating more memorable customer experiences.
Hodusoft
SEPTEMBER 7, 2020
Technology advances do help businesses and one such area is IP PBX. It was a step up from the staid old PSTN era. Then arrived a sort of mini-revolution by way of multi-tenant IP PBX software is hosted and on-premise flavors. Either way, you have vastly versatile IP PBX Software that can do so much more for you. Consider some of the benefits. Granular modularity.
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.
CSM Magazine
SEPTEMBER 7, 2020
Software development is science and art simultaneously. Even with the experience, practical focus, and the steady hand of developers, it is really hard to build a successful project that will meet the needs of your customer. To develop a successful product, you need to follow some rules. Following this link [link] , you can learn more about software engineering’s most popular practices that are widely used by programmers from all over the globe.
Global Response
SEPTEMBER 7, 2020
As a company grows, so does the need for additional customer service. When faced with the task of added customer care, there are two routes a company can take. One is to more. The post The Pathway to Successful Customer Call Service Outsourcing appeared first on Global Response.
C Space
SEPTEMBER 7, 2020
The Brand Move Roundup – September 7, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.
BetterXperience
SEPTEMBER 7, 2020
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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.
JivoChat
SEPTEMBER 7, 2020
Live chat can provide a lot of value for support and sales teams. But, what is it, how does it work, and what ways can you use it in your business? Customer support can be slow and impersonal. How long do you take to answer customer queries? One hour? Two? Seven? If you answered seven, you are close to the average time most businesses take. You are, however, very far from what customers expect.
BetterXperience
SEPTEMBER 7, 2020
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