Contact Center Pipeline
NOVEMBER 24, 2020
I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals. The center is equipped with (or pursuing) technology that enables both. Operational practices and […].
Myra Golden Media
NOVEMBER 24, 2020
I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food products. A frequent question they get from customers is, “What ingredients are in this yogurt?” for example. When a customer asks for ingredients, it’s usually because they or one of their children has a food allergy, and they’re trying to make sure the product is safe for them.
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Callminer
NOVEMBER 24, 2020
Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce.
Fonolo
NOVEMBER 24, 2020
We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Their insights were varied and detailed, but we kept hearing one word again and again: empathy. We had to listen to that. Read the Full Industry Report Here: Contact Center Trends 2021. The Crisis has Fostered a Sense of Empathy.
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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.
Eptica
NOVEMBER 24, 2020
Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Published on: November 24, 2020. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. But many still struggle to build empathy into their customer service interactions – why is this?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Talkdesk
NOVEMBER 24, 2020
The patient experience is undergoing a profound change. Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. The result is a greater demand for alternative ways of receiving care, with 77% of patients preferring home and virtual care over in-person visits to hospitals and clinics.
Spearline
NOVEMBER 24, 2020
Complex networks. Organizations, especially large multinationals and unified communication providers have complex telecommunications networks. There is often a strong desire to reduce the number of partnerships with carriers or to simplify these relationships. For such networks, vendor management is a crucial aspect of maintaining successful operations.
LiveVox
NOVEMBER 24, 2020
Interactive voice response, or IVR, is an effective tool to help contact centers manage volume and improve efficiency, but its capabilities aren’t limited to inbound calls. Outbound IVR can deliver personalized customer experiences that drive revenue while increasing customer satisfaction. It all comes down to creating action-oriented outbound IVR scripts that are customized based on […].
NobelBiz
NOVEMBER 24, 2020
Many factors come into play in the success or failure of an outbound call, starting with good planning and preparation. Your telemarketing strategy must be thought out well in advance, re-evaluated, and modified over time. To do so, you will need to rely on Key Performance Indicators or KPIs. The post 5 Must-Have KPIs For Telemarketing Campaigns appeared first on NobelBiz®.
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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
Advantage Communications
NOVEMBER 24, 2020
The COVID-19 pandemic has fundamentally changed the way organizations view their workforce. Companies now fully understand the benefits of remote work and flexible schedules.
Playvox
NOVEMBER 24, 2020
Have you ever called a customer service call center and been left waiting for an unbearably long time? Or the agent couldn’t find the answer to what seemed like a simple question? Or worse yet, they gave you a bit of an attitude? When this happens, disgruntled callers want to speak with a manager and are quick to jump on social media to write a bad review.
Strikedeck
NOVEMBER 24, 2020
Vincent Manlapaz, in an interview with Jon Triggs talks about how CS has grown in alignment with sales, product, marketing, and engineering teams. This alignment involves strategic thinking, quantitative analysis, and a line of sight in improving the customer’s bottom line.
ChurnZero
NOVEMBER 24, 2020
Why is your Customer Success team underfunded, marginalized, and overlooked? “Because leadership doesn’t value our contribution, or all the behind-the-scenes work that goes into keeping our customers happy – especially when dealing with problems like product bugs or bad-fit customers that were never our fault to begin with; we can’t control the cards we’re dealt.
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.
Nicereply
NOVEMBER 24, 2020
You never know—one of your now-rejected candidates may be an excellent fit for one of your roles in the future! Before the pandemic, every corporate job attracted about 250 applicants. Of those, anywhere between four and six would make it to the final interview , and only one would get the job. In a post-pandemic world, there are over 12.6 million unemployed people in the United States alone.
GetFeedback
NOVEMBER 24, 2020
Ask these employee satisfaction questions to improve your employee experience.
NobelBiz
NOVEMBER 24, 2020
The Net Promoter Score or NPS is one of the most widely used key performance indicators by call centers to measure customer loyalty and satisfaction. In this article, we will show you how to calculate, interpret, and use the NPS as a customer loyalty lever. In 2003, Fred Reichheld, a strategy consultant at Bain & Company, introduced the Net Promoter Score in his article “ The One Number You Need to Grow “.
JivoChat
NOVEMBER 24, 2020
Are you struggling to find residential or commercial roofing leads? Like any business, a steady stream of new leads is crucial to a roofing company’s longevity and sustainability. If you don’t have prospects to talk to, you don’t have anyone to sell to, which is a significant problem. However, roofing lead generation is easier said than done.
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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.
CSM Magazine
NOVEMBER 24, 2020
London office bolsters European ambitions. In addition to the head office in Antwerp, and the French office in Lille, Premium Plus is now opening a branch in the UK’s capital, London. With this move, the Belgian specialist in advice and online solutions for customer service, support, and sales is gaining a foothold in the United Kingdom. According to Kurt Pinoy, the company’s founder and CEO, this is a logical move that will strengthen Premium Plus’ ambitions: “London is and always w
Enghouse Interactive
NOVEMBER 24, 2020
Guest Author: Adrian Swinscoe. . Last year I published a new book called Punk CX. It came about due to my frustration with the lack of progress with improving customer and employee experience outcomes despite a huge amount of activity, enthusiasm and investment in the experience space. In the book I was calling for a more ‘punk’ approach to customer experience one that focused on thinking differently about the experience problems we are trying to tackle, daring to be different and fo
CSM Magazine
NOVEMBER 24, 2020
PCI Pal, the global provider of secure payment solutions, today announced it is a finalist in the Card and Payments Awards 2021 for the ‘Best Technology Initiative’. PCI Pal has been recognised for supporting Waltham Forest Borough Council in securing telephone-based payments, and enabling staff to continue taking payments in a secure and compliant way while working from home.
ConvergeOne
NOVEMBER 24, 2020
About 90% of colleges and universities see fewer than 70% of students graduate within six years. Clearly, student retention is a big goal for provosts and other institutional leaders. Higher Education is seeking ways to engage students to not only keep them rooted to the campus community, but also to ensure they graduate. Additionally, as campuses expand within their own footprint or to new locations, they look to modernize and future-proof investments.
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!
CSM Magazine
NOVEMBER 24, 2020
There’s a secret to being successful when you are running a small business. It mainly consists of working smartly, building up your skills, and finally, focusing on doing the work that really matters. So, in this article, we’re going to talk about how to run a successful tiny business. A tiny business is a business that consists of no more than three to five people in it.
Zappix
NOVEMBER 24, 2020
There are three critical aspects of every customer service call that contact center managers must understand and be aware of if they want to make the biggest impact on the customer journey.
ShepHyken
NOVEMBER 24, 2020
Become Your Customer’s Trusted Advisor. Strategies for Building a Transparent, Successful Customer Experience. Shep Hyken interviews Todd Hartley , Founder and CEO of WireBuzz. They discuss strategies for leveraging video into your customer service experience. Top Takeaways: The goal of customer service should be to answer questions, eliminate confusion and become your customer’s trusted advisor.
Knowmax
NOVEMBER 24, 2020
3 ways AI-powered knowledge base enables faster and accurate resolution.
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
Brad Cleveland Blog
NOVEMBER 24, 2020
Whether your organization’s a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, six steps are required to manage customer feedback. Together, these steps make up a powerful approach that can drive innovation and improvements in products and services and processes. There’s a magic that takes place when you decide to be intentional … The post A Strategic Framework for Managing Customer Feedback first appeared on Brad Clevela
SmartKarrot
NOVEMBER 24, 2020
Role: Senior Manager, Enterprise Customer Success Location: Dallas, TX, US Organization: Amplitude As Senior Manager, Enterprise Customer Success you will directly manage a team of CSMs and be accountable for the adoption and retention of a strategic customer segment. Build relationships with key customer stakeholders to strengthen the Amplitude partnership.
Brad Cleveland Blog
NOVEMBER 24, 2020
Whether your organization’s a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, six steps are required to manage customer feedback. Together, these steps make up a powerful approach that can drive innovation … Continue reading → The post A Strategic Framework for Managing Customer Feedback appeared first on Brad Cleveland.
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