TechSee
SEPTEMBER 18, 2019
After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base.
ShepHyken
SEPTEMBER 18, 2019
Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question? Why did I wait so long to write about this? I have addressed this topic in several other ways.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
LiveVox
SEPTEMBER 18, 2019
With a true omnichannel platform you can deliver a universal experience across all touchpoints by unifying customer data through a single pane of glass.
Calltools
SEPTEMBER 18, 2019
Your company needs a way to reach more people with your telemarketing campaigns. You can only add so many calling agents before you run into logistical difficulties. It’s impossible to cost-effectively scale if you have to keep throwing people at the problem, especially with high call volumes. On top of that, you’re also paying for agent downtime.
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.
ChaseData
SEPTEMBER 18, 2019
If you are in the contact center industry, you’ve undoubtedly heard of business process outsourcing. In fact, you may have even heard your own line of work referred to this way. However, there are marked differences between the two. Understanding those differences and how the two are related and play into one another can help those who are interested in being part of the customer service or business process outsourcing fields thrive well into the future.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
SEPTEMBER 18, 2019
A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . While some data says yes, other research says no. .
Joe Rawlinson
SEPTEMBER 18, 2019
Emotional intelligence is more than simply focusing on your own emotions. It is how you interpret the emotions of those around you, how you read the room and identify the type of audience that you’re talking with so that you can address them accordingly. “The Non-Obvious Guide to Emotional Intelligence” by Kerry Goyette is a very interesting read in a format that’s easy to consume and digest.
CSM Magazine
SEPTEMBER 18, 2019
‘Uberization’ is now listed in the Cambridge dictionary. And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair. This Uberization effect has come to all services; where the customer comes first and real-time messaging is key.
UJET
SEPTEMBER 18, 2019
Consumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases. Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing. Millennials spend $600 billion annually in the United States with a $1 trillion dollar influence in consumer spending.
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.
Etech GS
SEPTEMBER 18, 2019
In business school, a commonly spoken mantra is that team leaders can delegate virtually every aspect of their work — except accountability. When Leaders practice this by also holding themselves accountable, team members pay attention. It shows that no one is above the simple principle of individual responsibility for their work. Here are a few tips to help you build an effective and efficient culture by encouraging your team to celebrate a greater sense of “ownership”.
Eptica
SEPTEMBER 18, 2019
Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Published on: September 18, 2019. Author: Anne-Merete Jensen - Senior Business Consultant As we count down the days until National Customer Service Week , which starts on 7th October, I’m going to use this post to focus on the theme of recognition.
Talkdesk
SEPTEMBER 18, 2019
Customers want freedom to move, freedom to choose, and the freedom to create their own experience. We all know the tried-and-true approach of “if you don’t like the answer, call back and get someone else”. This is especially prevalent with large organizations like cable/dish TV providers and cell phone service. Simply incorporating a chat function alongside the voice channel benefits both the customer and the company.
Quality Contact Solutions
SEPTEMBER 18, 2019
By Nathan Teahon, Vice President. When Companies are Looking for Call Center Options: QCS Wins with Team Members Like A.J. Windle. The first time that I met A.J. (about 15 years ago) I was a part of a team that was hosting a site visit for a prospective client that was evaluating their call center options. I ran the call center for our corporate location, but this site visit was being held at one of our other sites where A.J. was a trainer as that was where we were proposing to put the work.
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.
Tethr
SEPTEMBER 18, 2019
Over the past several months, Tethr has had the opportunity to work with many CX, customer care and sales leaders on some exciting initiatives, helping them improve their overall customer experience and drive better alignment with their overall brand promise. Today, we are excited to announce that we’ve raised $15 million to help fuel our growth and continued delivery of innovations to help our customers succeed and improve.
GetFeedback
SEPTEMBER 18, 2019
A step-by-step explanation as to why effortless experience is not all that matters when it comes to cultivating customer loyalty. .
Unymira
SEPTEMBER 18, 2019
80% of companies are planning to deploy chatbots in customer service. They deliver on-demand responses in real-team, are accessible 24/7 and offer many advantages compared to phone calls.
inSided
SEPTEMBER 18, 2019
A couple of weeks ago we posted a blog on 3 reasons why online communities are vital for Customer Success. Well, if that was the why , this the how. You want your users to get the most out of your product while being happy customers and true advocates, right? Our aim is to show you exactly how an online community can be used to scale your Customer Success efforts effectively while making sure you are maximizing your community’s potential.
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!
kommunicate
SEPTEMBER 18, 2019
Everyone one of us already aware that customer experience plays an important role in the current competitive market. Gartner’s report also says that 80% of businesses are going to compete based on customer experience in upcoming days. You might already have an excellent time and putting in the best efforts to support your customers. But [.]. The post Proactive Customer Support and its Benefits appeared first on Kommunicate Blog.
Jon Arnold
SEPTEMBER 18, 2019
Thought leadership comes in many forms, and while I do a LOT of writing for my clients, I also do my share of podcasting. This won’t be news to my blog followers, so if you’re a more recent arrival, these are some of the ways I help vendors and cloud providers drive adoption of their technologies with end customers. My latest update comes via the work I’ve been doing with RingCentral , where I’ve been a guest blogger off and on for some time.
JustCall
SEPTEMBER 18, 2019
A report by Zion Market Research states that the U.S. education market was valued at around USD 1,350 billion in the year 2017 and it is expected to reach approximately USD 2,040 billion by 2026. Parents are always going to want their children to be educated. Promises of providing education to all are what gets governments elected. Countries are run by educated and intelligent professionals.
InGenius
SEPTEMBER 18, 2019
Improving performance and boosting efficiency are top priorities when looking at outbound contact center metrics, but what steps can be taken to ensure this happens? Outbound contact centers are an asset for any business and can help improve sales percentages, brand awareness and overall profits. However, this is only possible if agents are working productively and prospects are consistently happy with interactions.
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.
Ansafone
SEPTEMBER 18, 2019
Ansafone is a company that's professionally driven toward excellence. With 50 years of experience, we have customers that choose to return to us every year. We value their opinions as we focus on helping our customers achieve their goals. The post An Introduction To Excellent Customer Service appeared first on Ansafone Contact Centers.
Connect
SEPTEMBER 18, 2019
Making an argument in support of excellent customer experience (CX) is not hard at all. In fact the majority of organisations already consider CX to be the main driver of competitive advantage , according to Gartner. However, CX is a moving target and monitoring customer satisfaction is less straight forward than, say, excess inventory or sales growth.
Call Experts
SEPTEMBER 18, 2019
At Call Experts, we invest in training. In our fast-paced ever-changing world, a call center needs to keep pace or they will be at risk of getting left behind. We understand the need for a business to stay relevant and are dedicated to investing in our employees to ensure that we have a strong team to support the needs of our customers. An overview of our program.
Connect
SEPTEMBER 18, 2019
Making an argument in support of excellent customer experience (CX) is not hard at all. In fact the majority of organisations already consider CX to be the main driver of competitive advantage , according to Gartner. However, CX is a moving target and monitoring customer satisfaction is less straight forward than, say, excess inventory or sales growth.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Salmat
SEPTEMBER 18, 2019
Marketing is a combination of art and science. You need creative ideas, of course, but the true key to great marketing is understanding why people act the way they do; what’s going on in their hearts and minds to make them choose Brand X over Brand Y.
CallSource Insights
SEPTEMBER 18, 2019
Get a second chance to reclaim missed opportunities with Appointment Saver. At your office, it is almost impossible to book every caller into an appointment. Do you know exactly how many potential patients you are missing out on due to a lack of phone skills, booked calendars, hang ups, or a myriad of other reasons? You’ll never have to guess at call outcomes again.
Pointillist
SEPTEMBER 18, 2019
By Steve Offsey Exceptional customer experience has never been more important than it is today. Nevertheless, most CX teams continue to face daunting CX challenges. Even CX leaders are dealing with high customer expectations, intense competition, more rapid customer interactions across an ever-increasing number of digital and physical channels, and limitations imposed by legacy processes and technologies.
Expert insights. Personalized for you.
84 
Let's personalize your content