Fri.May 21, 2021

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How to Level up Your Customer Service

CSM Magazine

If you want to make sure that you are delivering the best possible customer service to your customers, find out some of our tips and tricks for levelling up here. When you are running an online business, having a good system in place that promotes excellent customer service is essential. If you can’t communicate effectively with your customers then you risk losing them in the future.

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Guest Post: 5 Strategies to Build a Happy and High-Performing Remote Customer Service Team

ShepHyken

This week we feature an article Alexa Lemzy, a Customer Support and?Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Managing your customer service team in a way that enables employees to focus on their tasks, work effectively with their colleagues and maintain a health

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How Good a Liar Are You Really? Does Lying Affect Your Customer Experience?

Beyond Philosophy

I have had a friend for 30 years who is great to be around, the real life of the party. However, you can’t believe a thing he tells you. Despite this fact, we like him a lot and enjoy his company. Lying is not excellent behavior, but everyone does it. From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences.

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LIVE Q & A on 5/26 at noon CST!

Myra Golden Media

I’m holding office hours, answering your questions about call control, de-escalation, and delivering bad news! Q & A starts LIVE at noon CST on Wednesday, May 26, 2021. Ask your questions live or submit ahead of the meetup on my contact page. I can’t wait to see you LIVE on 5/26 at noon CST! Set a reminder for the Q & A.

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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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Increasing agent retention in the hybrid workplace

Eptica

Date: Friday, May 21, 2021 Author: Pauline Ashenden - Demand Generation Manager Increasing agent retention in the hybrid workplace. Published on: May 21, 2021. Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021. Stress and burnout are amongst the key reasons for this churn.

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Calling all developers: design, develop and deploy your own conversational AI solution

Nuance

As the conversational AI market is expected to grow from about $5 billion in 2020 to nearly $14 billion by 2025 – and while organizations reap significant financial benefits from these solutions – the race is on to design, develop, and deploy AI technology to solve old problems in new and exciting ways. Technological advancements [.] The post Calling all developers: design, develop and deploy your own conversational AI solution appeared first on What’s next.

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10 Benefits of Human-Centered Design

aircall

Do you know what your customers are looking for in a good customer experience? They want your services to be informative, helpful, accessible, easy, and timely. Do you think that your customers would give you a 5-star rating on every account? If not, a human-centered design (HCD) might be in order, and we can attribute much of that to the recent pandemic.

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Streamlining patient care no matter the setting.

Nuance

A new survey on healthcare trends reveals what is plaguing providers and healthcare organizations in 2021: provider burnout, detachment, and a shortage of healthcare professionals. According to this survey and borne out by our customer feedback, healthcare organizations combat these realities with a stronger focus on telehealth. Indeed, patients and providers have widely adopted telehealth [.

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12 RFP answers you need before signing your SaaS CCM contract

Quadient

12 RFP answers you need before signing your SaaS CCM contract. Andrea Haughton. Fri, 05/21/2021 - 18:03. You’re overhauling CCM, investing in customer communications solutions to transform customer experience and gain a competitive edge. You’ve spent the last three quarters researching, line-iteming – and securing - the budget and creating the metrics.

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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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Types of Triggered Messaging Campaigns with Examples

LiveVox

Customer service thrives on personalization. When executed correctly, it can lead to higher engagement, greater customer satisfaction, and even higher sales. One study found that 70% of companies that use advanced personalization techniques see an ROI of 200% or more on their campaign spend. Companies without centralized ownership of personalization, on the other hand, were […].

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Sign of the Times

Insite Managed Solutions

Sign of the Times The times are changing at Insite. That’s because soon we will be moving to our new home in #CapeCoralFlorida ! The walls are up. Painters will be finished this week. Next comes flooring, glass, and furniture. Once the craftsmen complete Insite’s high-tech home, we will share plenty of pictures. Until then, here’s [.

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7 Tips for Effective Customer Communication

CSM Magazine

Businesses are nothing without customers. When your business has a loyal following, you’re likely to get even more customers, and hence, more revenue. But before businesses accumulate a significant number of loyal customers, it has to start with a pool of happy and satisfied customers, which can only be achieved with effective customer communication.

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SWFL Living

Insite Managed Solutions

Where is Insite located? What does our hometown look like? This video gives a quick tour of Cape Coral, FL, and highlights much of what the area has to offer. Why do they call Cape Coral the “Water Wonderland”? Watch our home movie and see! Apply now to join our Insite family in [.

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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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Growing a Business: Automated Messages vs. Hiring an Answering Service

A Better Answer

There comes a time when every successful business owner hits a fork in the road when growing their business — deciding between hiring more in-house team members or implementing automations to streamline processes.

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Insites MegaMap

Insite Managed Solutions

Introducing the new and improved MegaMap®. MegaMap® can help us identify process and procedures that can be improved and standardized throughout your company. Example: Insite helped a leading health insurance company standardize their work procedures. Result? Almost $2 million in annual savings following the 4-week engagement. If you would like to learn more [.

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How to Train Your Customer Service Staff to Talk About Sustainability

CSM Magazine

Although the skills needed to create engaging and valuable experiences are the same, the reasons why people contact customer service have changed a lot in recent years. This means that brand representatives need to expand their areas of expertise and learn to address issues that may not have been pain points in the past. Sustainability is perhaps the best example in this regard.

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Insite New Building Renovation

Insite Managed Solutions

Flash Back! The progress of our new building has come so far, so we wanted to give you a look back on how the demolition started at our soon to be home. If you would like to learn more about how we helped provide the local fire departments and law enforcement a place [.

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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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The core components of Digital Customer Success

inSided

Welcome to the second post in our new series, This is Digital Customer Success where we set out to get clarity on all things Digital CS. Last week, we started off by defining Digital Customer Success and explained how it’s different from “traditional” Customer Success. If you missed the post, head this way. This week, it’s time to assess Digital Customer Success further.

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Food Truck Friday

Insite Managed Solutions

It's Fri-yay! And you know what that means. Food Truck!! Brianna, Insite's official Ambassador of Fun, keeps it tasty around here with her Food Truck Friday tradition. Today, it's burgers and fries - on the house! Just another reason we love working at Insite!!

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Bespoke App Versus off the Shelf App

CSM Magazine

When a company wants to build a mobile app, a common question always comes up: should the company use an app that is “off the shelf” or should the company use bespoke apps? In order to make the right decision, the company has to examine a number of factors. These include the budget allocated for the app development, timeline from design to implementation, scalability, user experience, the functionality desired, and whether it can be integrated with systems currently used.

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Announcing Innovation Incubator

Insite Managed Solutions

Announcing Our Innovation Incubator™ Our Innovation Incubator™ fosters measurable contact center improvement through data gathering, benchmarking, data analysis, process optimization, training, and technology. It also accelerates the perfection of trials, tests, and new ideas in a controlled environment, with clients prioritizing key target areas. If you would like to learn more about our [.

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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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Call Center Software Tips for the Best At-Home Agents

TCN

Before we get too far into our call center tips for at-home agents, I’d first. The post Call Center Software Tips for the Best At-Home Agents appeared first on TCN.

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Under Construction

Insite Managed Solutions

Caution: Under Construction Insiters got an exclusive tour of our future home! Check it out. It’s really starting to take shape. We’ll post another update soon. Meanwhile, enjoy the pics!

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Ready to ramp up your gaming PX with our super-secret superpower?

5CA

5CA’s superpower lies in helping supercharge PX—in speed and satisfaction. But what’s the point in having powers if you can’t share how to use them?

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Addressing the contact centre retention crisis

Enghouse Interactive

91% of contact centre staff are likely to leave their role in 2021, according to research carried out for Enghouse Interactive. And nearly half (48%) said that stress or burnout was the key reason for their decision. Given the pressures of the last year this headline figure shouldn’t be a surprise. Contact centre staff have had to deal with the overnight switch to remote working as well as the pandemic itself.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Insite MegaPlan

Insite Managed Solutions

We’ve Got Big Plans What’s huge, hangs on the wall, and delivers operational success? Insite’s new MegaPlan™! A tactical execution roadmap, MegaPlan™ takes opportunities from Insite’s MegaMap® and arranges them into a visual, step-by-step pathway to process improvement. This short video explains.

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VIDEO: Examples of Successful AI Implementations in Contact Centers

NobelBiz

Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day. In this talk, he'll be sharing his thoughts and insights regarding the tech shift during the pandemic. The post VIDEO: Examples of Successful AI Implementations in Contact Centers appeared first on NobelBiz®.

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What is Human Operations?

Insite Managed Solutions

Human Operations? What is Human Operations? Why are they critical to your company’s success? Enjoy this video that explains both. Learn how Insite became The Human Operations Experts®!

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