Tue.Apr 21, 2020

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How to Promote Customer Loyalty in the Age of Complexity

Contact Center Pipeline

Conventional wisdom accepts that it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer. Businesses look at how to increase market share or improve functionality as a […].

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How to Prevent Customer Service Burnout: 7 Efficient Strategies

HelpCrunch

Client-facing jobs are no picnic. It usually takes considerable struggle for a customer support team to adjust to a variety of clients’ tempers and demands. But communication problems are just one of the reasons that [ … ]. The post How to Prevent Customer Service Burnout: 7 Efficient Strategies appeared first on HelpCrunch blog.

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Stop Believing These 5 Common Myths About Working From Home

Skybridge

As American employers continue grappling with how to stay open while their office doors are closed, there are 5 long-held “concerns” that I keep hearing. Problem is, while the concerns are real, the beliefs are inaccurate. Bigger problem is, these unfounded beliefs have become enormous obstacles to creating high performing remote workforces. So I wanted to devote a few minutes to a little myth busting.

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21 Call Center Managers Share Their Favorite Call Center Leadership Activities

Callminer

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale.

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The 2023 Verint Experience Index: Retail

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

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Navigating through turbulent seas

Peter Lavers

By Mark Hollyoake and Peter Lavers. “ Leadership trust is driven by positive intentions that are translated, communicated and demonstrated to the people that turn them into reality. The resulting enablement and creation of mutual value builds long-lasting trust between leadership, teams and individuals ”. Trust – the relationship success factor.

Sales 130

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Remote Assistance Software for Technicians: What to Consider

TechSee

During the COVID-19 crisis, every company wants to continue providing uninterrupted service. From utility companies and communication services providers to insurers and consumer electronics suppliers, the two main challenges are ensuring service delivery and protecting their most essential workers: field technicians. This has prompted many organizations to explore innovative technologies such as remote Visual Assistance.

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100 Customer Satisfaction Questions to Measure Customer Happiness

ProProfs Blog

You are reading this blog because you think feedback is important, don’t you? Indeed, after knowing that about 91% of customers don’t complain after a bad customer experience but simply move on to your competitor’s product or service, you can become eager to know what’s on their mind. So you may know that unsatisfactory customer experiences are behind customer churn, but does getting your customers to answer lengthy feedback forms do any magic?

Surveys 120
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Plan For The Work-At-Home Contact Center You Want, Not The One You Were Forced To Build During This Pandemic

Ian Jacobs

While some regions around the globe have begun to relax their shelter-in-place restrictions, many brands are still trying to nail down a coherent customer service approach that incorporates a huge helping of a work-at-home workforce. As teased in my last blog, Forrester has been doing research designed to help brands ensure that their customers’ needs […].

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3 Strategies to Help Customer Success Teams in Uncertain Times

ChurnZero

This is a guest blog post by Anita Toth,Chief Churn Crusher. Customer Success teams are under enormous pressure right now trying to cope with all the fast changes brought on by the pandemic. Not only at work but in their personal lives. And they are also trying their best to serve customers who are experiencing upheaval too. Your team and your customers are feeling immense mental and emotional pressures, which means new ways of thinking and operating are needed to cope with those pressures.

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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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Spearline enhances Thailand cover, adding fixed-line alongside mobile support

Spearline

S̄wạs̄dī Thailand! Here at Spearline, our main goal is to replicate your customers' call experience. We are always working to ensure it is of the best quality. Testing your numbers around the world needs global coverage, and we are getting closer to covering that scale. We are delighted to announce that Thailand fixed-line testing is certified and is available to all Spearline customers for immediate testing.

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How to Make Your Agents Work from Home Ready?

Ameyo

COVID-19 pandemic has hit the world hard. Whether it be individuals, businesses, economy – everything has been impacted. And truth be told, the world will take some time to recover from the aftermath of the Coronavirus. However, there is no need to be disheartened. Problem gives birth to a solution. We recently conducted a webinar … How to Make Your Agents Work from Home Ready?

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How to improve survey response rates

Customercount

President Bob Kobek looks at the reasons why you might be getting low response rates to your surveys and suggests some small changes that can have a big impact. The post How to improve survey response rates appeared first on CustomerCount.

Surveys 86
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Tackling the Challenges of Managing Remote Work: 4 Work from Home Best Practice Tips to Guide your Remote Team to Success

SharpenCX

Most of us have been working from home for over a month, some longer. We’re all living with the challenges of remote work alongside our entire families. Twitter is full of stories of our new normal. A woman, accidentally unmuted, talking to her cat during a large conference call. Unsuspecting family members walking into the background of video calls without appropriate attire.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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A New Answer to: How Much Does a SEV1 Cost Your Organization?

Cyara

A little while back, Cyara’s Senior Strategic Accounts Director, Kelly Zunker, wrote a post on our blog about how much a SEV1 costs an organization. The piece covered the general definition(s) of a SEV1, or Severity 1 error, presented SEV1 examples, and explored the costs of a SEV1 error considering three main factors: Extended caller hold times. Customer satisfaction.

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A Discussion with UJET’s Chief Business Officer Vasili Triant

UJET

We’re thrilled to welcome Vasili Triant to UJET as our Chief Business Officer. Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. Vasili has held key leadership positions at companies such as Serenova, Shoretel, and Cisco, where as General Manager and Vice President of Cisco’s global contact center business he was responsible for transitioning Cisco’s business into the cloud.

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Call Center Software 101: An Introduction to Customer Contact Technology

Noble Systems

A call center is a centralized site that is equipped to manage a large volume of customer contacts – both incoming and outgoing – for an organization. The heart of the call center is its people, often called representatives, or agents, who are on the front-line of these communications. Equally important is the call center software used to manage all of those contacts.

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A Discussion with UJET’s Chief Business Officer Vasili Triant

UJET

We’re thrilled to welcome Vasili Triant to UJET as our Chief Business Officer. Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. Vasili has held key leadership positions at companies such as Serenova, Shoretel, and Cisco, where as General Manager and Vice President of Cisco’s global contact center business he was responsible for transitioning Cisco’s business into the cloud.

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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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How the Cloud Contact Center is Helping Businesses Adapt to COVID-19

NICE inContact

The COVID-19 pandemic has fundamentally altered every aspect of our lives. For government agencies, the stakes have never been higher. Agencies responsible for providing essential services to citizens have been forced to take drastic action in order to continue to provide those services while protecting employees that are fielding an exponential increase in call volumes.

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Team Tethr offers tips on selling during a pandemic

Tethr

Generally, salespeople are used to being independent, working remotely and conducting business via the phone or web. However, a lot of customers aren’t used to the virtual work environment and their lives and livelihoods are being interrupted by the impacts of the pandemic. This sets the stage for an extremely complicated selling environment. Whether or not we like it, this challenge might just be a glimpse into the future of sales.

Sales 67
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How to Ensure Business Continuity for Call Centers During COVID-19

Noble Systems

The coronavirus has resulted in a global crisis affecting millions of people. It is also having a dire effect on the global economy, bringing many businesses worldwide to a screeching halt. On the contrary, call center services are in high demand, and business continuity for call centers is becoming more important for economic and societal health. Contact center agents, considered essential critical infrastructure workers during COVID-19 by CISA , have always had a stressful job.

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COVID-19 Global Update April 21, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, more countries have announced the start of the lifting of lockdown restrictions. Other governments have announced the rollout of extensions to existing restrictions. The following is a roundup of key events that have happened around the world in the last 24 hours.

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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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How the Cloud Contact Center is Helping Businesses Adapt to COVID-19

NICE inContact

The COVID-19 pandemic has fundamentally altered every aspect of our lives. For government agencies, the stakes have never been higher. Agencies responsible for providing essential services to citizens have been forced to take drastic action in order to continue to provide those services while protecting employees that are fielding an exponential increase in call volumes.

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There’s an Emoji Revolution Taking Place

Ann Michaels and Associates

The Emoji revolution is taking over as a very creative form of expression. Did you ever think we would reach a point in society where a smiley face would change the way we communicate with one another? There are thousands of emojis being used every day and new ones being created. You can uncover a wealth of information by taking a closer look at the emotion behind an emoji used, whether online from a customer or through a text message.

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Building Strong Relationships with B2B Customers who Prefer Live Chat – Part 1

TeamSupport

It’s no secret that more B2B (business-to-business) customers are using live chat than ever before. A simple way to get a response from a business without having to call (and often face hold times) or email, chat is a real-time form of communication many businesses leverage daily. But what happens when most, if not all, of your conversations with a customer happen over chat?

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WFH edition: Etiquette is the ticket to great customer experience

Talkdesk

As a contact center agent, you can be the first and only contact point for customers seeking help, which is why maintaining a high level of etiquette is imperative. Today’s global public health crisis has created great levels of angst for customers. Many are dealing with issues that significantly affect their lives, such as canceled flights, shifts in medical coverage and a shortage of daily necessities.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Our VirtualPBX Zapier Integration is Now Public

VirtualPBX

The VirtualPBX Zapier Integration – our app inside the Zapier task automation website – is now available for public use. This means that any business with a Zapier account can connect web services to their VirtualPBX Business Phone Plan. They can build automations from scratch or start with one of our templates. It’s all part of our continuing effort to make phone system use as streamlined as possible.

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Winning Customers by Prioritizing and Enabling their Success

Strikedeck

Vincent Manlapaz, in an interview with Daniel Farkas talks about the importance of having a shared mindset and winning customer’s trust by prioritizing their success.

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Mobile app surveys: Best practices and sample questions

delighted

Whether you’re in ecommerce, finance, health, fitness, media, or gaming, your mobile app is a key way for customers to access your services. Mobile app surveys can be essential for building a better app experience as well as promoting your app. With mobile app surveys, you can: Understand how your users feel about your brand in general with in-app feedback Surface bugs and bumps in the user experience to streamline app development Understand why people abandon a flow, e.g. stopping at checkout o