ShepHyken
JANUARY 29, 2021
This week we feature an article from babelforce, a global cloud communications platform. They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. Following best practices and applying hacks has proven fruitful for a lot of contact centers.
CX Global Media
JANUARY 29, 2021
Stephen Johnson once said, “The future is where most people are having fun.” How can you, as a leader, enhance customer experience with play? Companies. Read more. The post Awesome Ways to Enhance Customer Experience With These 3 things appeared first on Customer Experience Strategy and Tactics.
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Eptica
JANUARY 29, 2021
Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Published on: January 29, 2021. Author: Pauline Ashenden - Demand Generation Manager Successfully delivering high-quality customer service starts with having the right technology infrastructure in place.
DMG Consulting
JANUARY 29, 2021
Question: What are the mobility capabilities of WFM solutions? Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.
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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.
ChurnZero
JANUARY 29, 2021
. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. With your well-rehearsed and oft-recited talk tracks around features and use cases, product-focused talk is likely second nature to you, which makes it easy to default to during customer conversations. .
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Momentum Telecom
JANUARY 29, 2021
Followers of Momentum Telecom on our social media profiles will have noticed a particular theme that took shape in January. As a proud partner of the Cleveland Browns , we cheered on their historic playoff run (and perfect timing for our first Momentum Moment of 2021! ). Their memorable season inspired us to take a closer look at the similarities winning teams have in common – both on the field and in the realm of communications solutions.
Satrix Solutions
JANUARY 29, 2021
I think we would all agree – customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize their return on investment. This happens because few capitalize on the feedback in such a way that it resonates with customers and enhances their experience over time.
LiveVox
JANUARY 29, 2021
Customer service representatives are the frontline touchpoint for your company. It is important to hire and retain agents that deliver the right tone as well as great customer service. During every interaction with customers, agents have the responsibility to create positive outcomes by tuning in and understanding what matters to the customer. Here are a […].
Totango
JANUARY 29, 2021
When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey.
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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
aircall
JANUARY 29, 2021
Most people tend to think of training as a “one-and-done” experience. For support agent training, that’s simply not enough training to really become experts in their field. In a nutshell, call center training is the time that your company spends teaching call center representatives how to use communication techniques, digital tools, and workflows to ensure a good customer experience with every call.
DMG Consulting
JANUARY 29, 2021
2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. Human ingenuity will triumph over adversity and ineptitude. If scientists around the world could develop a series of vaccines for a previously unknown virus in less than 9 months, governments should be able to figure out how to distribute and administer it efficiently, though this is a complex logistics and distribution challenge for which ther
Comm100
JANUARY 29, 2021
By now, you likely already know. You know that the best AI chatbots reduce operational costs and provide cost effective 24/7 availability. You’ve read it before. You’ve seen chatbot examples. Maybe you even calculated the ROI your specific company can generate by using chatbots. Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences.
inSided
JANUARY 29, 2021
Did you know that it’s 25 times more cost-effective to retain existing customers than investing in new ones? Yup, that’s right. And that’s why customer feedback is one of the most powerful tools in your growth arsenal. But unless listened to, and more importantly – acted on – it’s completely useless. Typically, customer feedback lives in multiple tools across several departments.
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.
CSM Magazine
JANUARY 29, 2021
You’re wincing at the price of those ASOS joggers, but you really want them. You know how good you’ll look in your Instagram lockdown selfies, and that soft, blue velour is the perfect motivation for your morning jogs. But the logical side of you kicks in and starts pulling up mental images of rent payments and electricity bills. You sigh, about to shut down the browser.
Back Office Centers
JANUARY 29, 2021
AI and big data analytics tools like data mining are key to highlighting insights in large datasets. As humans have started generating loads of data through their communication online and via their phones, capturing data has become a viable option for companies. The data, by itself, is useless. But when you find the right patterns, you unearth real information that can be used for business benefits.
Zappix
JANUARY 29, 2021
New business models let BPOs charge for automation and maintain margins while letting live agents focus on complex, empathy-driven calls where their expertise is most beneficial and letting self-service handle the mundane calls that.
Knowmax
JANUARY 29, 2021
Steps to create a FAQs page for better customer service experience.
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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.
Brad Cleveland Blog
JANUARY 29, 2021
As you begin to explore the value and ROI of customer service, I encourage you to ask your team, “How does customer service create value?” You’re probably going to get a range of answers. Some may say, “Customers that get great service tell others, so that’s like free marketing, right?” And someone else may suggest that service is a way … The post Three Overarching Levels of Value in Customer Service first appeared on Brad Cleveland.
Knowmax
JANUARY 29, 2021
5 ways to boost agent productivity by using the KM system.
Beyond Philosophy
JANUARY 29, 2021
Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience. When faced with this expectation from my clients, I think of what Prime Minister Winston Churchill told his cabinet after the election: “I have nothing to offer but blood, toil, tears, and sweat.” People read books and
Brad Cleveland Blog
JANUARY 29, 2021
As you begin to explore the value and ROI of customer service, I encourage you to ask your team, “How does customer service create value?” You’re probably going to get a range of answers. Some may say, “Customers that get … Continue reading → The post Three Overarching Levels of Value in Customer Service appeared first on Brad Cleveland.
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!
SmartKarrot
JANUARY 29, 2021
Role: Vice President of Customer Success Location: San Francisco Bay Area, US Organization: Privacera As a Vice President of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results along with hiring, coaching, and developing a world-class team. Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
Expivia
JANUARY 29, 2021
We have been pretty selective with the guests we interview for the Geek podcast & Blog. This guest next guest will be offering some great insights on customer experience and what new tools and strategies we can use in the future. We will also peer into some of the “behind the scenes” of what it is like to run a large retail/sales operation. With us today we have Jimmy Budnik, the VP of Customer Care and CRP at Overstock.com.
SmartKarrot
JANUARY 29, 2021
Every company is about the choices they make. Depending on how teams interact with each other and customers makes the team efficient. Creating a customer profile is the first step for building marketing campaigns, making customer success strategies work, and understand customers better. One thing every company needs to know is customer information. To get that information, you need customer profiles.
CSM Magazine
JANUARY 29, 2021
Whoever said the quote “when you’re in the right place at the right time, you will find the right people” is probably not familiar with SoundCloud because it is far from the truth in this social media. You could be musically talented with excellent music production to show for your effort, but you still have to work to gain followers. If you are a musician, an artist, or a music enthusiast who want to share your music with the world, SoundCloud is one of the most famous music sharing platforms t
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
Enghouse Interactive
JANUARY 29, 2021
Today, delivering excellent customer service is essential, which means you need the right contact centre technology in place to support your operations. Every organisation is different, so it’s important to choose the right solution for you. Making the right choice. Start the process of choosing a new contact centre solution by asking three key questions: What are your business needs?
CSM Magazine
JANUARY 29, 2021
The successful provision of customer service remains a crucial element of any viable business venture in 2021, with chatbots playing a deceptively important role in making support widely accessible in the digital age. The chances are that you’ve impacted with a chatbot if you’ve ever used a website’s live chat support feature, and these entities utilise a combination of AI, natural-language processing (NLP) and machine learning to decipher key phrases used by customers in real-time before analys
Noble Systems
JANUARY 29, 2021
Changing Customer Behaviors Will Impact Contact Centers in 2021. The current economic climate along with the continuing impact of the Coronavirus pandemic has put a strain on businesses worldwide to consistently deliver on ever-changing customer expectations. Although customers were initially understanding about delays, most have come to the realization that what was “normal” is gone forever.
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