Helpware
MARCH 24, 2022
Today's online shoppers expect to receive help when they want it, fast responses, and interactions with real people. No wonder they love businesses that offer live chat. The truth is that phone and email support are losing traction with prospective customers while live chat continues to grow in popularity. Wonder why?
Contact Center Pipeline
MARCH 24, 2022
Going remote was just the beginning. If 2020 was about transitioning and uncertainty, consider 2021 the year of acceptance and innovation as contact centers embrace the new reality. Eighteen months into the COVID-19 pandemic we’re faced with permanent changes. As contact centers became the “face” of many organizations, leaders have had to rethink all aspects […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
MARCH 24, 2022
Well, not literally. It’s an expression used when employees, especially leadership, actually use their own products or services the same way a customer would. Here at TechSee we regularly eat dog food for quality assurance, but also because it’s fun and we really like using our products. We recently held our annual Sales Kick-Off all-hands meeting. Like so many companies today, we were unable to meet in person as we would have preferred, but we still managed to get a lot of work done and have a
CSM Magazine
MARCH 24, 2022
In retail, the customer is king. It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. For retail business, the customer journey extends far beyond the initial sales engagement.
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.
Bill Quiseng
MARCH 24, 2022
“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters. Customers are paying for their experience, not your product or service. They buy with emotion and justify that decision with reason. And customers seek the best emotional value for their experience, not your logical best price.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NobelBiz
MARCH 24, 2022
Keeping the customer's attention for 30' on a call might be crucial in an industry where the contact rate is one of the most important KPIs. And one of the most influential actions to do this is proper training and Richard's 30' technique. The post VIDEO & ARTICLE: The 30s Rule Technique appeared first on NobelBiz®.
Nicereply
MARCH 24, 2022
If you’ve just been fired from your job in Customer Support, don’t take time off. You have to get hired right away. The golden rule in Labor Economics is that people who are unemployed for a short period of time get re-hired significantly faster than those who are unemployed longer. In this article, we’ll help you increase your chances to get a job as a Customer Support Specialist , even if you’ve been recently fired.
NobelBiz
MARCH 24, 2022
We asked Richard how he integrates rhetoric and phonetic delivery in his trainings and the methodology behind it that makes it unique. His answer made us take notes and came back for advice, listen here! The post VIDEO & ARTICLE: Rhetoric and Phonetic Delivery: The Secret Sauce of a Phone Call appeared first on NobelBiz®.
Spearline
MARCH 24, 2022
Perceptual evaluation of speech quality – a standard The perceptual evaluation of speed quality has become a telecommunications standard. A standard is an agreed way of making a product, managing a process, delivering a service, or supplying materials. Standards offer comfort. Standards give some predictability of outcomes; typically positive.
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
VirtualPBX
MARCH 24, 2022
Manager burnout has always been a challenge, especially in the tech space, where it is too easy to keep working — whenever and wherever you want to. It becomes a bit of a trap for many remote teams if you aren’t careful. Imagine the breakdown when management teams cannot feel like they are putting in 100%. Why Manager’s Burnout? As a manager, you spend most of your time focusing on the health and productivity of your team.
Totango
MARCH 24, 2022
We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. It was refreshing to reconnect with our customers and peers in the customer success community and inspire businesses across the globe with purposeful presentations and product demonstrations, meaningful conversations and fun social interactions. “ It was one of the more productive gatherings I’ve a
NobelBiz
MARCH 24, 2022
The pandemic was one of the biggest tests for companies and learning how to navigate those waters and thrive was nothing short of ordinary. The post VIDEO: What Got Taken Away During COVID appeared first on NobelBiz®.
SQM Group
MARCH 24, 2022
SQM Group has conducted groundbreaking research on “is the call center WFH model here to stay after COVID-19?” Discover the pre/post COVID-19 customer and employee experience benchmark research for Esat and Csat Metrics.
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.
BlueOcean
MARCH 24, 2022
When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. These are real people with real lives that inform their expectations and define their needs with every shift and change of the world around them. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out?
Toister Performance Solutions
MARCH 24, 2022
Many customer service employees automatically offer free or discounted food, products, or services when something goes wrong. Didn't like your meal? Here' a free dessert. Not happy with your car wash? Next one's on us. Shipment take too long to arrive? Get 20 percent off your next order. As counterintuitive as it might seem, freebies and discounts can make service recovery worse, not better.
NobelBiz
MARCH 24, 2022
The technology of call queuing is central piece to inbound contact centers. When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available. In call queues, the typical distribution method is first in, first out.
Call Experts
MARCH 24, 2022
As a business owner, you want to ensure that your potential customers or clients can get ahold of your organization quickly and efficiently. And, call screening is the key. Answering inbound calls is a valuable service, but it can be exhausting. For that reason, many companies are choosing to employ call screening methods to answer incoming calls and handle customer queries when actual employees aren’t available.
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.
CSM Magazine
MARCH 24, 2022
Considering the number of companies with similar offers and the fact that many face-to-face interactions are going digital, your brand must compete to remain authentic and maintain the trust of its clients. Technology helps simplify tasks, but your front staff is still your most valuable resource when it comes to connecting with customers. Your ability to fill frontline positions with the right people directly impacts the perceived trustworthiness of your business and its long-term success.
LiveVox
MARCH 24, 2022
Predictive dialers, automatic dialers, preview dialers - what’s the difference and how do each of them work? This predictive dialer FAQ answers all of your top questions. The post Predictive Dialer FAQ: You Asked, We Answered appeared first on Livevox.
Quality Contact Solutions
MARCH 24, 2022
It takes insurance agents a lot of time and effort to find and generate new opportunities, not to mention expanding product lines into an existing book of business. It’s very tedious work, especially when you can spend your time selling instead. So how do you get face time with prospects in the increasingly competitive insurance marketplace? The best solution is using outsourced telemarketing services for insurance agents.
Merchants
MARCH 24, 2022
As part of its dedication to building a pipeline of talent equipped with future-ready skills, the Merchants Academy has partnered with digital skills development business, Social Coding, to provide accreditation for 20 of its facilitators. The post Merchants Academy joins the drive for digital inclusion appeared first on Business Process Outsourcing Services | Merchants CX SA.
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!
Knowmax
MARCH 24, 2022
The post Importance Of Building A Customer-Centric Culture At Your Organization appeared first on Knowmax.
The Petrova Experience
MARCH 24, 2022
There is a general resistance to return to office. People do not want to go back to the pre-pandemic office routine, particularly to a 5-day-a-week, in-office schedule. Out of ten thousand Goldman Sachs employees, only half showed up to the office when CEO Solomon called them back. Why? We can talk all we want about Gen Z’s lack of loyalty, but the truth is, companies have not done enough to help the return to office process.
Beyond Philosophy
MARCH 24, 2022
You have probably heard the term “Influencer” applied to social media stars with significant followings. An influencer gets people to buy things by promoting them on their platforms to their followers. As a marketer, using an influencer might be a way to promote your product or services. Understanding the science behind how influence works psychologically might help you be successful at it.
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
MARCH 24, 2022
Role: Customer Success Director Location: Remote, New York, United States Organization: impact.com As a Customer Success Director, you will be delivering world-class support to the top clients. Maintain a balanced proactive/reactive relationship with your assigned accounts. Expand Impact.com’s presence in the client organizations by developing relationships and facilitating strategic review sessions with senior-level people that have decision-making authority.
Lumoa
MARCH 24, 2022
Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. While benchmarking is a common process in many companies, the exact steps and data collected need to be adjusted to each organization’s requirements. If this process isn’t tailored to your company, you’ll set inaccurate survey response rate benchmarks and compromise all future evaluations.
SmartKarrot
MARCH 24, 2022
To grow a business in today’s times, it is essential to retain customers and create a positive word-of-mouth reputation in the market. And for this, it is not enough to just expedite tickets and provide basic product support; you need to exceed his expectations give him a mind-blowing used experience. In other words, you need to delight the customer consistently, repeatedly.
Expert insights. Personalized for you.
85 
Let's personalize your content