ShepHyken
JULY 22, 2020
These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. They should want to make you happy. Just a couple days later I saw this idea in action, but with a twist.
Callminer
JULY 22, 2020
Terminating professional relationships can be difficult. Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. Similarly, formally ending existing contractual relationships with vendors your business no longer requires can prove to be a challenge for the same reasons.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
JULY 22, 2020
As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered vision of the future of work from just a few months ago. For many service and support operations, the sudden impact of COVID-19 exposed critical flaws and vulnerabilities in processes and […].
Call Design
JULY 22, 2020
One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. This can be expensive. In this blog, we have four strategies for contact centres that are hoping to retain their agents and reduce turnover.
Advertisement
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.
Tethr
JULY 22, 2020
When it comes to call center leaders and their teams, is quality weaved throughout the relationship? Quality in a service or product isn’t what you put into it, but what a customer gets out of it. That being said, high standards are especially critical when it comes to the team who is having conversations with the customers on a regular basis—your call center agents.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SharpenCX
JULY 22, 2020
Last week, I texted my vet on a Saturday to cancel an appointment for my cat Nacho. Within seconds, I got a response from Julie, the friendly and peppy office manager. It took less than 60 seconds to reach out and get confirmation for my request. At my previous vet’s office, my experience looked quite different. When I tried to cancel an appointment after hours, instead of getting sent to voicemail, I was connected to the pet emergency line – taking valuable time and attention away from those wh
Jon Arnold
JULY 22, 2020
Enterprise Connect Virtual will be here before you know it, and I’m back with the third iteration of my talk on enterprise speech technology. This space isn’t quite as happening as the contact center, but with AI driving so much innovation, I’ll be sharing use cases that are probably not yet on your radar. My latest No Jitter article is running now , and it’s a preview for what’s coming, and hopefully that’s enough to get my session on your calendar.
Concentrix
JULY 22, 2020
Learn how moving your contact center to the cloud can put you on the fast track to a more resilient customer experience. The post XP Contact Center appeared first on Concentrix.
Avoxi
JULY 22, 2020
Elevating the customer experience is a huge responsibility for the call center manager. How your customers feel after talking with agents could influence their decision of whether or not to give your company new or continued business. A successful call monitoring strategy is what all call centers strive to achieve. It’s finding that balance of… The post 5 Best Practices for Call Monitoring appeared first on AVOXI.
Advertisement
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
Jon Arnold
JULY 22, 2020
I’ve been getting invited to judge awards and events a fair bit lately, and this one happened yesterday. The Oracle AR folks rounded up a group of analysts to judge this mini-event, where 6 startups in their partner ecosystem each gave 3 minute rapid-fire pitches for us to evaluate. The companies were all new to me, and each was very different, and that’s a great way to showcase the breadth of Oracle’s world.
ScreenSteps Call Center
JULY 22, 2020
Before deciding to fully commit to ScreenSteps in their contact center, many trainers and directors want to know what could cause their implementation to fail? They have seen the case studies, heard the stories of amazing improvements other contact centers have achieved, and are excited about the potential! But, they are also scared that their ScreenSteps implementation won’t see the same kind of results.
Concentrix
JULY 22, 2020
Discover how easy it can be to move your contact center to the cloud. The post Move to XP CC appeared first on Concentrix.
inmoment
JULY 22, 2020
Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. Faced with these and other reasons, most brands see the importance of customer recovery and work hard to turn negative experiences into positive ones.
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.
Babelforce
JULY 22, 2020
Post summary: Practically every call center uses CRM software, but few get the most from it. Well-integrated CRM is the cornerstone of the most revolutionary CX and retention strategies. Your CRM is only as good as your ability to integrate it with other tools! What is Call Center CRM? CRM stands for Customer Relationship Management. It’s call center technology that businesses use to manage data about past, present and potential customers.
TeamSupport
JULY 22, 2020
Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. The first thing to remember is that a B2B customer is a company , not one individual.
Education Services Group
JULY 22, 2020
As companies perfect their Customer Success strategies, they look ahead to the next phase of scaling CS – Partner Success programs. According to TSIA , 70-80% of all technology is sold through the channel. How does CS factor into that huge percentage? You didn’t pour your blood, sweat, and tears into building a robust, proactive Customer Success organization only to have it drop by the wayside if your solution is sold through the channel.
Wowdesk Blog
JULY 22, 2020
Many customers believe that a good ticket resolution implies great customer service. If you don’t respond to your customers on time, you stand a risk to lose them to your competition. It is important to have a good ticketing system that improves your customer service and keep your customers delighted. However, when it comes to the helpdesk, you might have heard about Zendesk.
Advertisement
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.
Calltools
JULY 22, 2020
Caller ID has become more than a way for people to see who’s calling them. You can also use it to make a great first impression for your business. Enhanced caller ID services open even more possibilities by branding your outbound calls. By integrating an enhanced caller ID feature into your dialing software, you can improve your business’s outbound dialing performance while building brand recognition and gaining from consumers.
Ameyo
JULY 22, 2020
COVID-19 demanded the contact centers to go remote. And to support this, Department of Telecommunications provided relaxation for the WFH norms initially till April 30 when India was under strict lockdown, and then it was extended till 31st July. Initially, it seemed that this was a temporary relaxation for OSPs and most businesses were settling … DOT Extends the Relaxation in Work from Home Norms till 31st December 2020 Read More » The post DOT Extends the Relaxation in Work from Hom
Vcaretec
JULY 22, 2020
Whether your business is in the retail, healthcare, or wireless space, you won’t remain a going concern for very long unless you offer responsive customer service. Offering great products and services will attract customers, but a corporate culture that prioritizes excellent customer service will ensure that your clients continue to patronize your business for years to come.
SmartKarrot
JULY 22, 2020
Source. SaaS companies deploy customer success to help their customers achieve value from their product. As long as they are able to provide value to the customers, they would remain loyal to the brand. But value is a very generic term. You have to measure right customer success KPIs to ensure those values are being delivered from your product. Most of the time, the KPIs are measured in terms of revenue generated or saved by the customer while using the product.
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!
C Space
JULY 22, 2020
The Brand Move Roundup – July 22, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.
SmartKarrot
JULY 22, 2020
Role: Customer Success Manager Location: American Fork, Utah, US Organization: Domo, Inc. As a Customer Success Manager, you will have to understand the overall vision of the company and help stakeholders achieve business success through the Domo platform. You are responsible to develop and own relationships with customers to ensure continued expansion opportunities, customer success as well as yearly subscription renewals.
Creative Virtual
JULY 22, 2020
By Mandy Reed, Global Head of Marketing. As with many other aspects of life and business, customer experience trends and expectations have been greatly impacted by the global health crisis this year. The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of th
CSM Magazine
JULY 22, 2020
SaaS is rapidly becoming the preferred choice for businesses of all industries and sizes – in the US alone, about 80% of final users prefer using SaaS applications. For SaaS companies, this means a constant battle to stay on top of the increasing demand and ahead of the competition. In today’s fast-paced world when companies face drastically decreased lead conversion rates if they fail to respond within 5 minutes, availability is everything.
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
SmartKarrot
JULY 22, 2020
Like all the other roles, a customer success manager too has its own daunting and dotting times. There are times when you feel your patience is being tested, and then there are times when you feel 24 hours a day ain’t fair! A customer success manager’s duties are sundry in nature. Despite the crest and troughs, sticking to your strengths and taking each day at a time is what you will have to do as a CSM.
Expert insights. Personalized for you.
402 
Let's personalize your content