Beyond Philosophy
JUNE 2, 2022
How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? I would argue it’s all of the above. But, also, these things are true about people’s trust in your life or customers on your sales reports.
Contact Center Pipeline
JUNE 2, 2022
Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams prior to Covid, but what an acceleration we saw! Now, as the pendulum swings back more to the center, many organizations are embracing some form of hybrid model. Be sure to […].
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Lumoa
JUNE 2, 2022
There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple chann
NobelBiz
JUNE 2, 2022
Steve Bederman joined CH Consulting Group Founder and CEO Christa Heibel for an intimate conversation about their experiences spanning more than 20 years in the contact center industry core values, the slow tech adoption in the industry and the influence of consulting for contact center success. The post Build Your Business Around Why You Breathe Every Day, with Christa Heibel appeared first on NobelBiz®.
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Spearline
JUNE 2, 2022
It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. We may have (mostly) emerged from the restrictions that forced this change, but there is undoubtedly a longer term legacy for contact centers, and impact on future contact center trends.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
JUNE 2, 2022
Customer Insight – United World Telecom Technical Support Manager, Alain Rodriguez and Sales and marketing manager, Luke Genoyer, from United World Telecom explain why they use Spearline everyday and how it has helped with their testing issues. Founded in 1996, United World Telecom originally operated as a callback service provider. With a growing customer portfolio and increased demand, UWT transitioned to being a call forwarding service provider over time and created Global Call Forwardi
Cyara
JUNE 2, 2022
CX Defects and Failures Present Real Risks To Your Business. In call center customer service, quality isn’t always a given. In fact, it can be downright elusive. Just ask anyone who’s had to call their utility company or cellphone provider recently. But that doesn’t mean it’s unattainable. And, not only can contact centers achieve quality service; they must.
Fonolo
JUNE 2, 2022
Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Though there is no doubt that the shift to remote work took a period of adjustment for some individuals, it quickly became clear that many folks benefited from these changes.
Helpware
JUNE 2, 2022
One of the biggest misconceptions in the field of artificial intelligence (AI) is that machines can do all the work themselves. The exact opposite is true. Yes, AI and machine learning have advanced capabilities to automate processes and tasks that would take humans tens and hundreds of hours to accomplish. But human intervention is necessary to guide the process.
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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
Cyara
JUNE 2, 2022
CX Defects and Failures Present Real Risks To Your Business. In call center customer service, quality isn’t always a given. In fact, it can be downright elusive. Just ask anyone who’s had to call their utility company or cellphone provider recently. But that doesn’t mean it’s unattainable. And, not only can contact centers achieve quality service; they must.
Maru Group
JUNE 2, 2022
By Maria Melioumi, Marketing Writer, Maru/Matchbox | June 2, 2022. Consumers over 35 want an e-commerce platform that is vested in them now and in the long term. New homeowner, Olga, found the perfect sofa bed on the website of a furniture and home décor company. It was the ideal size for her office/guest room, and she was excited about her pending purchase.
Toister Performance Solutions
JUNE 2, 2022
There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? How many questions should it include? Are the scores all fair? That last one is a doozy. Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey.
JivoChat
JUNE 2, 2022
Do you want to learn how to implement the best digital marketing strategies to develop successful campaigns and work in this sector? Doing the best digital marketing courses will help you to get updated on the latest marketing trends and understand how to use social media, SEO, email marketing, and much more to promote a brand, conquer visibility, and profit more.
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.
Fonolo
JUNE 2, 2022
Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Though there is no doubt that the shift to remote work took a period of adjustment for some individuals, it quickly became clear that many folks benefited from these changes.
MiaRec
JUNE 2, 2022
We’re two and a half years year and half into CCPA (the California Consumer Privacy Act), an extensive regulation that kicked off in January of 2020, and it has had an effect on the way contact centers communicate with customers. Let’s take a few minutes and talk about how CCPA changes the way your agents work and what it takes to be CCPA-compliant.
Interactions
JUNE 2, 2022
Summer 2022 is upon us and, as the Washington Post covers, all indications suggest travel will be back to the pre-pandemic era. But the war in Ukraine, high inflation, and lofty gas prices have added uncertainty in the travel world and increased the likelihood for out-of-practice travelers to make errors. Travelers aren’t as attentive on the basics of travel preparation as they were pre-pandemic. .
Jon Arnold
JUNE 2, 2022
New month - new newsletter and new podcast. The June issue of JAA Communications and Collaboration Review went out to subscribers yesterday, along with the latest Watch This Space podcast. May sure was a busy month, and I’ve recapped much of what I saw, spoke and wrote about in the newsletter. The June podcast is titled The Metaverse, Innovation and Invention - Thinking Bigger About Future of Work , so that’s a pretty good clue as to what Chris Fine and I have on tap.
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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.
Russel Lolacher
JUNE 2, 2022
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inSided
JUNE 2, 2022
Digital customer success is for everyone. This is the message that has echoed across LinkedIn and in the wider CS community for some time. And while that’s true, it doesn’t mean high touch is a thing of the past. We caught up with Brian LaFaille to get his take on segmentation and how they score customers at Looker.
A Better Answer
JUNE 2, 2022
Companies of all sizes can benefit and cut costs by outsourcing certain roles to an answering service. Top-tier answering services do far more than simply answer phones and provide basic information to customers — they can also act as brand representatives and handle administrative tasks. When professionals handle the lines of communication, you can focus on your business.
Vcaretec
JUNE 2, 2022
Live chat support has grown in popularity over the past few years. Websites in nearly every industry now offer quick and easy live chat options. Live chat support can function in one of two ways. The first option functions like this; a user lands on your site and after a few seconds, a lie chat window opens automatically and an automated message asks the user if they need anything.
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!
Merchants
JUNE 2, 2022
In an official signing ceremony Merchants today becomes South Africa’s first BPO to join the United Nations Global Compact, the world’s largest corporate sustainability initiative. The post Merchants becomes first BPO to join UN Global Compact appeared first on Business Process Outsourcing Services | Merchants CX SA.
Vcaretec
JUNE 2, 2022
Live chat support is an excellent way to resolve customer issues quickly and efficiently. It tells your customers that you are responsive and that you care about their experience. For many companies, building the technology infrastructure required for chat support and hiring, training, and managing live is too tall an order. That is why choosing to Outsource Live Chat Operators can be a fantastic option.
CSM Magazine
JUNE 2, 2022
Planogramming, often referred to as POG, is a term often used to describe the merchandising plan for the layout of a retail store. Retailers must be strategic with physical product placement in stores and on shelves. Products need to move to keep the store operating and making money. This means retailers have to get the most out of their space while also considering the needs of their customers.
Vcaretec
JUNE 2, 2022
For many businesses, outsourcing has become an important part of business practice. The right outsourcing strategy can be a key component in your growth and development and can allow you several opportunities in other core areas of the business. One of the aspects of your business that can benefit greatly from outsourcing is customer service. As your business grows and more customers come on board, your customer service requirements can increase exponentially.
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
Brad Cleveland Blog
JUNE 2, 2022
A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. Vision can take many forms, including a vision statement, a mission statement, a set of values, or some overarching … Continue reading → The post Create a Specific, Compelling Vision appeared first on Brad Cleveland.
Vcaretec
JUNE 2, 2022
The decision to Outsource Call Center Support is a big one. After all, call center representatives will be interacting with your customers directly. They need to represent your business confidently and effectively, and they need to do everything they can to resolve customer issues before leaving them with a positive impression of your business. Fortunately, there are many companies out there ((v)WeCare among them) that can handle call center support wonderfully.
Brad Cleveland Blog
JUNE 2, 2022
A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. Vision can take many forms, including a vision statement, a mission statement, a set of values, or some overarching principles or standards. Don’t worry about a specific formula or label for your vision.
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