Contact Center Pipeline
JANUARY 5, 2022
Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a desirable attribute of these encounters, and excellence has a great dependency on effective “processes.” When encounters are simultaneously efficient and cost-effective… it is quite the business “trifecta.
ShepHyken
JANUARY 5, 2022
I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.
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Callminer
JANUARY 5, 2022
Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books that can help you refine your craft in 2022.
Transparent BPO
JANUARY 5, 2022
Nearshore and Offshore options offer quality, cost-competitive alternative By Dean Birtwell, Vice President, Business Development, Transparent BPO The start of a new year traditionally gives us a sense of renewal. A fresh start. A chance to turn the page. A time for new resolutions and a new outlook. Professionally, the new fiscal year is an […].
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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.
Help Scout
JANUARY 5, 2022
The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Momentum Telecom
JANUARY 5, 2022
Hybrid-remote teams are the norm. For many businesses, this presents a new set of challenges that require advanced technologies to solve. Momentum Telecom offers the essential solutions modern organizations need to support their hybrid-remote workers. The post How to Successfully Maintain a Hybrid-Remote Workforce appeared first on Momentum Telecom.
NobelBiz
JANUARY 5, 2022
In this episode of The CX Leader Podcast, Steve Bederman of NobleBiz joins host Steve Walker to discuss the impact of call centers on customer experience and how contact center technology and culture can have a large impact on customer experience. The post Get Comfortable Saying “Yes” | Steve Bederman on the CX Leader Podcast appeared first on NobelBiz®.
ChurnZero
JANUARY 5, 2022
It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. The two are seemingly cut from the same cloth. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same? If not, what are the differences that set them apart?
Satrix Solutions
JANUARY 5, 2022
To win over B2B sales prospects, it’s not enough for your company just to have a good product and/or service. With fierce competition in many industries, you also need a compelling message that resonates with the decision-maker and helps you stand apart in the marketplace – or you risk having prospective customers go elsewhere. How do you achieve this?
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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
Upstream Works
JANUARY 5, 2022
As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.
Guru
JANUARY 5, 2022
Cyndi Lauper put it best, Money changes everything. According to a PwC survey , the Great Resignation is centered around employees wanting an increase in compensation. PwC found that out of the 65% of employees who are looking for a new job, most of them cite compensation as a top factor.
Comm100
JANUARY 5, 2022
It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel. However, the effectiveness of this channel can vary widely depending on the live chat software.
LiveVox
JANUARY 5, 2022
Over the last two years, we’ve seen a rapid increase in remote work and expectations for work-from-home options. In 2022 it’s clear a hybrid setup is most favorable for workers across many industries. Contact centers have been no exception. Managers have had to rethink how to deliver the same, if not a higher, level of […]. The post 2022 Must-Haves for Remote Customer Service Teams appeared first on Livevox.
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.
Playvox
JANUARY 5, 2022
Employees today have more choices and flexibility about where and when they do their jobs. While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Working differently means that leaders must also think expansively about the agent experience and how to keep teams engaged.
ClientSuccess
JANUARY 5, 2022
Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. Unfortunately, these account transitions can be highly disruptive to your customer’s day-to-day engagement with your team. . To minimize the impact of account transitions and ensure things run smoothly for both your customer and your internal team, here is a framework outline to
aircall
JANUARY 5, 2022
If there were ever a question of how important a high-performing technology team is to an organization’s success, the pandemic has provided an unequivocal answer. The work IT departments did during the early days of the coronavirus pandemic ensured that businesses that needed to quickly switch to remote could get there seamlessly. . IT leaders helped companies that were dependent on in-person communication expand their use of digital channels to stay connected.
Jon Arnold
JANUARY 5, 2022
Nice to have a new kudo for my first blog post of 2022, and this one comes courtesy of 8x8. They’ve been quietly doing well, and with the recent Fuze acquisition, things will likely get louder in the coming months. Looks like they’re upping their social media game, which is one way to drive the narrative in a crowded space. Hybrid work is certainly one of my focus areas, and thanks are in order for 8x8, as they included me in this new roundup of “influencers”.
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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.
Help Scout
JANUARY 5, 2022
There are tons of options you can use when sending emails as a business, but each of them has different value depending on your needs.
Education Services Group
JANUARY 5, 2022
They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences. Customer Success leaders must understand the differences between these two perspectives because each mapping technique is a separate tool in our CS toolbox, and each end result serves a
Infinity
JANUARY 5, 2022
Customer journeys are rarely straightforward. It’s likely that multiple customers have had multiple variations of the same journey, interacting with your marketing channels in different ways before converting. With the right attribution tools in place, you can see the full picture, from that very first click right through to the point of purchase. In this blog, we’ll be sharing information about why call tracking is a critical tool that will help marketers unlock accurate attribution tracking in
Vistio
JANUARY 5, 2022
Quality Assurance (QA) and Customer Satisfaction (CSAT) scores are almost always at the top of a contact center’s “most important” measurements list for CX success. Both metrics are designed to improve the caliber of customer interactions. But it’s no secret that in most contact centers, these metrics seem to fluctuate wildly and independently from each other, eventually turning into a kind of metrics whack-a-mole—you fix one only to find that the other now needs attention.
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!
CSM Magazine
JANUARY 5, 2022
The quality of your customer service plays a pivotal role in making or breaking your brand. The good news is technology is helping brands meet this challenge with Artificial Intelligence (AI). . As per Hubspot’s research, about 93% of customers return to brands with outstanding customer service. This data clearly elucidates the power of great customer service.
Quiq
JANUARY 5, 2022
Share This Story The last two years have been hard to predict. Actually, it’s been hard to predict what will happen in the next few weeks, let alone for the entire year. While we may be sick of hearing about unprecedented times, we can’t deny that the last two years have turned multiple industries upside down. The pandemic forced many businesses online and accelerated digital transformation for countless others. .
Influitive
JANUARY 5, 2022
With 2022 now in full swing, customer advocacy, marketing and community management professionals are ready to seize the opportunity and make this the year of the customer. Influitive helps the world’s most customer-obsessed brands turn their customers into loyal advocates. In fact, our recent 2021 class of BAMMIE winners achieved a combined year-to-date ROI of […].
CSM Magazine
JANUARY 5, 2022
David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. The past two years have shown us how quickly our world can abruptly change. This theme will continue as we head into 2022 as contact centers brace for more disruption fueled by the ongoing COVID-19 pandemic, which has already pushed so much of what we do online.
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
Calltools
JANUARY 5, 2022
Stir/shaken legislation has positive effects for both consumers and call centers. Bad actors who conduct illegitimate calling campaigns have been somewhat contained. Sadly, however, flagged calls resulting from this legislation have become an issue for legitimate businesses conducting their own campaigns. Many companies are seeing lower answer rates because carriers and call blocking apps wrongly flag their business calls as spam or scams.
CSM Magazine
JANUARY 5, 2022
As the world is becoming more digital than ever, new data privacy laws are being introduced, and some old ones are being amended. With every passing year, these data privacy laws are getting more stringent. These laws are a shield for consumers against the exploitation of their data. But, as much as these laws are advantageous for the consumers, the opposite may be true for businesses.
Babelforce
JANUARY 5, 2022
What is the active waiting calls metric? Active and waiting calls is a metric that measures how well teams handle call volumes in real-time. It allows the contact center management to see how many calls agents take against how many are on hold. An excessive number of calls on hold results in: Bad customer experience Decreased customer retention Agents wearing down at a high rate.
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