Toister Performance Solutions

JANUARY 5, 2023

Who is to blame for poor customer service? You can probably make a list of things that make it difficult to keep your customers happy and coming back again and again: Defective products anger customers and make service a chore. Bosses often fail to adequately communicate, train, or coach. Unfriendly policies get in the way. Yet, unless you have a giant ego , you need to take some responsibility, too.

Customer Service 90

Customer Service Coaching Wait times Personalization 90

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? Usually, not much. However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. It turns out that a customer strategy that puts the customer at the center of everything you do requires letting your employees get comfortable outside the hutch.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

Contact Center Pipeline

JANUARY 5, 2023

With the New Year upon us, the question I invite you to ask yourself is: What do I want to take with me in 2023? Visualize a suitcase – not a rollerboard that we could use as carry-on – but an old time suitcase (something similar to the old world map one pictured here). In […].

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Quality Contact Solutions

JANUARY 5, 2023

We exist because the world is driven by sales. Think about it. Everything we have is tied back to a sale that was made from a conversation that was had, which all started by generating that first lead. Most businesses have a goal to grow and in order to do that, they need new leads and new opportunities. So, what’s the magic sauce? How can you get more leads and how can you make sure that your sales team is capitalizing on those leads?

Telemarketing 105

Telemarketing outsourcing B2B Scripts 105

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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.

kommunicate

JANUARY 5, 2023

Last Updated on January 5, 2023 A customer service chatbot has become a requisite for achieving great customer satisfaction. 60% of millennials prefer chatbots to have their queries addressed! While chatbots make a route to savings on customer support costs and valuable time, their interaction with your customers can also be a game-changer in the [.].

Chatbots 104

Chatbots Customer Experience Customer Service Customer Support 104

Helpware

JANUARY 5, 2023

The gaming market is highly competitive with over 2,457 companies around the world and $30.4 billion in revenue. There are new games popping up virtually every day and one of the biggest differentiators is the customer experience (CX) they offer. Companies that want to make an impact, retain their audience, and launch new products have to service their customers.

Customer Experience 79

Customer Experience Marketing 79

MiaRec

JANUARY 5, 2023

Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be? Are you looking for a way to enforce script adherence across the board but simply lack the resources to listen to every call and score it for quality assurance ? If you answered yes, you are not alone.

Scripts 77

Scripts Contact Center First call resolution Quality management 77

Revation Systems

JANUARY 5, 2023

For a technical buyer for large organizations, it’s critical to evaluate business solutions through the lens of whom you can trust. You need to look beyond the shiny marketing spin and smoke-and-mirror demos and get to the punchline, which is security. Emotions and trust impact how we make all types of decisions, whether buying a new car or innovative technology for your organization.

Best practices 62

Best practices Morale B2B SaaS 62

Avoxi

JANUARY 5, 2023

Strategic Framework for Creating Proper Citizen Developer Governance Between The Great Resignation, developer shortage, and an ever-growing backlog of tickets from internal teams, IT leaders are being forced with an ultimatum: Overwork your teams, risking burnout and high turnover Find creative ways to offboard less technical tasks to non-IT team members That’s why it’s no… The post Strategic Framework for Creating Proper Citizen Developer Governance appeared first on AVOXI.

Government 62

Government 62

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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

Surveys

Transparent BPO

JANUARY 5, 2023

Hint: Sticking a pin on a map is not the best option By Lance Hale, President, Transparent BPO There is a right way to determine the best location for your outsourced contact center. And then there’s the wrong way. The wrong way is to grab your elementary school globe atlas and stick a pin on […]. The post <strong>Identifying the Criteria for Your Ideal Contact Center Location</strong> appeared first on Transparent BPO.

Contact Center 62

Contact Center outsourcing Customer Service Customer Experience 62

Jon Arnold

JANUARY 5, 2023

That’s the next webinar on my schedule - running next Thursday, Jan. 12 at 11am ET. I’m one of three analysts talking about the big trends we see happening this year around collaboration, along with IR’s CEO, John Ruthven. That would be fellow BCStrategies colleagues, Blair Pleasant and Kevin Kieller. I hope you can join us, and the registration details are here.

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Quality Contact Solutions

JANUARY 5, 2023

We exist because the world is driven by sales. Think about it. Everything we have is tied back to a sale that was made from a conversation that was had, which all started by generating that first lead. Most businesses have a goal to grow and in order to do that, they need new leads and new opportunities. So, what’s the magic sauce? How can you get more leads and how can you make sure that your sales team is capitalizing on those leads?

Telemarketing 52

Telemarketing outsourcing B2B Scripts 52

LiveVox

JANUARY 5, 2023

Inbound call center metrics are a performance indicator of critical concern in a time when contact centers are the lifeline of customer service. They are a critical piece of the customer satisfaction puzzle. Despite a global pandemic affecting operations – shifting from onsite to remote – businesses still need to navigate similar customer needs and optimize for the customer experience.

Call Center 52

Call Center Contact Center Metrics Customer Experience 52

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.

Customer Experience

TCN

JANUARY 5, 2023

WHAT TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact. The post TCN to Host Second Annual C3 Virtual User Group Conference for Contact Center Professionals appeared first on TCN.

Contact Center 52

Contact Center Enterprise Call Center 52

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. Moreover, speech analytics solutions differ from voice recognition as the latter is just concerned with speech transcription whereas the former also delivers emotional analysis and performance insights.

Analytics 52

Analytics Coaching Call Center APIs 52

Call Experts

JANUARY 5, 2023

Finding the right HVAC phone answering service is essential. . When you’re managing an HVAC business, there are a lot of things that take up your time. So it’s no surprise that one of the biggest problems many companies face is answering their phone calls. The fact is that it’s more than inconvenient to put aside your work every time the phone rings.

Answering services 52

Answering services outsourcing Accountability Best practices 52

DMG Consulting

JANUARY 5, 2023

Question: What are some tools our supervisors can use to assist and coach our remote agents? Answer: Contact center technology vendors offer several capabilities to help supervisors work effectively with agents, whether they are on-site or remote. Some functionality is delivered as a core (no extra cost) feature of contact center infrastructure technology, e.g., as part of a contact center as a service (CCaaS) solution or a workforce optimization/workforce engagement management (WFO/WEM) suite.

Coaching 48

Coaching Contact Center Consulting Consulting 48

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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.

Self service

Concentrix

JANUARY 5, 2023

Learn about the organizational changes and shift in thinking required for API success.

APIs 62

APIs 62

Blueship Call Center

JANUARY 5, 2023

Companies throughout the world use outsourcing for customer service. The cause? help cut costs, lessen burdens, expand office space, and respond to consumer inquiries whenever they arise. Although Outsourcing Services is an appealing option, many companies struggle to do it properly. Before beginning to Outsource Customer Service , research is crucial.

outsourcing 40

outsourcing Customer Service Real estate Business Process Outsourcing 40

Voiptime

JANUARY 5, 2023

Why do people hate call centers? Well, there are many influential factors, and we're going to find them out in this article.

Call Center 40

Call Center 40

SmartKarrot

JANUARY 5, 2023

Role: Customer Success Lead Location: Sydney, New South Wales, Australia (Hybrid) Organization: Instant As a Customer Success Lead, you will serve as the primary point of contact for existing customers, driving satisfaction. Manage all post-sales activity and enterprise customers through strong relationship-building, product knowledge, planning and execution of their bespoke customer success plan.

SaaS 19

SaaS Technical Support Enterprise Feedback 19

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!

Feedback

Netomi

JANUARY 5, 2023

Brands face unique challenges heading into 2023 as they balance the variety of changes the last few years have brought on—a looming recession, staffing shortages across all industries, and significant shifts in consumer behavior and expectations brought on by the pandemic. The only certainty is that the quality of customer experience (CX) is more important than ever.

Chatbots 52

Chatbots Scripts Airlines Customer Support 52