Wed.Jul 21, 2021

Why Contact Centers Should Test Bi-Directionally for Voice Quality

Cyara

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently. That’s it. A single interaction.

The Role of Contact Center Agents in Product Innovation

Contact Center Pipeline

As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change.

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The Shortest Customer Service Keynote Speech Ever!

Shep Hyken

I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it.

10 Ways to Improve Call Center Agent Performance

Advantage Communications

Your call center relies on the performance of its customer service representatives (CSRs) to provide greater customer service with every interaction, whether it’s on the phone, through email support or on your website’s live chat feature. Contact Center

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Fireside Chat – ChurnZero

Satrix Solutions

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero.

More Trending

The Big 6 Benefits of SIP Trunking

Avoxi

The Big 6 Benefits of SIP Trunking What are the benefits of SIP trunking that make it the most attractive route to unified communications? We're breaking down 6 big advantages of SIP trunking, including amazing data around productivity, cost reduction, and ROI!

Why Do Insurers Struggle to Create Personalized Letter Correspondence?

Cincom

This is a great question, and one that is very important to insurers of all sizes and lines of business. While most insurers have structured documents that are produced in high-volume batches (e.g.,

Embrace Multi-Channel Messaging for High-Quality Customer Service

CSM Magazine

With brands facing increasing competition for the attention of consumers, providing the best possible customer service has never been more important. Not only is it vital to keep customers informed, but it is also critical that businesses make it as easy as possible for consumers to reach them.

Why is it Important to Choose a PCI DSS Certified Contact Center?

Quality Contact Solutions

Does your business work with sensitive financial information? If the answer is yes, here’s why it’s necessary to work with a PCI DSS Certified contact center. What is PCI DSS?

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Advanced Call Center Technologies: Current Trends and Best Practices

Expivia

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind.

Customer Relations: 7 Ways to Improve It (With Examples)

JivoChat

Nurturing customer relations and building consumer connections are among the most essential strategies for both growing and retaining your customer base. But, unfortunately, customer relations can fall by the wayside for some businesses.

7 Knowledge Management Best Practices That Drive Great Customer Service

Jacada

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for?

Pandemic Aftermath Insights + Business Process Outsourcing

Anexa BPO

The ways in which COVID-19 has impacted our world are too many to count: the political, economic, social, health and existential fallout has left an indelible mark.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

The ROI of Answering Machine Detection in the Contact Center

LiveVox

We’ve all been there: Eagerly calling a friend to share the good news, but, instead of having that great conversation, we get their voicemail that asks us to leave a message. For many, hearing that voicemail is an everyday annoyance.

How To Improve Consumer Confidence in Financial Call Centers

Calltools

The number of robocalls in 2021 will reach an estimated 51 billion. Because of the number of robocalls targeting customers in the finance industry, financial call centers need to work hard to maintain consumer confidence.

6 Tips for Reopening a Historic Hotel

CSM Magazine

You just purchased a historic hotel. You’re hoping to open it soon but also want to make sure it’s ready for the folks curious enough to come and stay in a historic site. The following are six tips to help you make it happen, starting with opening night. Take Time with the Restoration.

Digital Customer Success: the what, the who, and the how

inSided

This week, Ângela Guedes , Head of Customer Success at Belvo , gives us the low-down on Digital Customer Success and when (and why) you should mix tech-touch with high-touch. There is a lot of buzz in the Customer Success space about guiding customers to their outcomes with technology.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Top Tips for Automating Your Payroll Process

CSM Magazine

Payroll processing—are you up to speed? If you’re an employer, you probably know that payroll processing can be an arduous and time-sucking task. Payroll processing may require you to follow certain steps, like inputting employee information, double-checking your entries, and generating pay stubs.

How Marriott’s Personalized Customer Experience Strategy Encourages Customer Loyalty

SharpenCX

Back in 1927, husband and wife John Willard and Alice Sheets Marriot started a humble root beer stand. With this, they founded Marriott International. By 1957, the couple implemented a new customer experience strategy and expanded their root beer stand into a profitable chain of restaurants.

Transforming a High-Volume Health Care Experience

Concentrix

Providing more channels and empowering self-service improved the customer experience for retail partners. The post Transforming a High-Volume Health Care Experience appeared first on Concentrix. Case Studies Resources Case Study

Outsourcing Your Help Desk for a Personalized Customer Experience

Anexa BPO

It’s a fact. The bar has been set higher than ever, and today’s sophisticated consumer has come to expect a highly personalized buying experience. More than ever, retailers and brands need to differentiate themselves by creating unique experiences in order to drive up customer loyalty and the top line. Exactly what does that look like? Since the onset of COVID-19, the digital marketplace has never been hotter.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Exceptional CX Transformation Worth Celebrating

Concentrix

Providing more channels and empowering self-service improved the customer experience for retail partners. The post Exceptional CX Transformation Worth Celebrating appeared first on Concentrix. Case Studies Resources Case Study

Pandemic Aftermath Insights + Business Process Outsourcing

Anexa BPO

The ways in which COVID-19 has impacted our world are too many to count: the political, economic, social, health and existential fallout has left an indelible mark. For the past 18 months, people struggled through stay-at-home orders, travel bans, restrictions on meeting individuals from other households and the closure of nonessential stores including gyms, cinemas, museums, art galleries and even places of worship.

4 Benefits of a Knowledge base for self service

Knowmax

4 Benefits of a Knowledge base for self service. Knowledge Base knowledge base for customers self service knowledge base

Outsourcing Your Help Desk for a Personalized Customer Experience

Anexa BPO

It’s a fact. The bar has been set higher than ever, and today’s sophisticated consumer has come to expect a highly personalized buying experience. More than ever, retailers and brands need to differentiate themselves by creating unique experiences in order to drive up customer loyalty and the top line. Exactly what does that look like? Since the onset of COVID-19, the digital marketplace has never been hotter.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Proactive Web Actions – Engaging Customers with Contextual & Personalized Chat

Quiq

Share This Story Wouldn’t it be great if your brand could offer personalized web chat assistance to customers at exactly the right point of their customer journey?

Customer Acquisition vs Customer Retention: What Should SaaS Companies Prioritize?

SmartKarrot

Of all the debates that one can possibly have in the world of sales and marketing, one that takes no backseat is customer acquisition vs customer retention. Which is better and which one should you zero in on? Even though it looks like a simple question, the answer here is not so simple.

Business Leaders’ CX Perspective [Infographic]

The Northridge Group

How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020 State of Customer Service Experience Report revealed that business leaders rate their channel ease of use much higher than their customers do.