Thu.Sep 30, 2021

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Top 5 Posts in September

Contact Center Pipeline

This month, our readers have turned their interests and attention toward topics of empathy, vision, quality programs and leaders, and how to show appreciation to our agents for the upcoming Customer Service Week in October. Here are our top 5 blog posts in September. 20 Empathy Statements to Show Stressed-Out Customers That You Care These […].

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Everything You Need to Know About Adherence Reporting in the Call Center

Fonolo

Efficiency is important to every business, but in a call center, it directly impacts your success. While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. Adherence is the biggest factor in achieving ROI from a workforce management perspective. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed

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Guru: The Ultimate Sales Partner (As Told By Chili Piper)

Guru

As an SDR, one of the main places we go to begin research on a person we’d like to reach out to is LinkedIn. Over the years, LinkedIn has transformed from the buttoned-up professional platform it once was to a space where individuals can influence, build a following, and show much more transparency into their job experience and life outside of the workplace.

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The benefits of conference testing

Spearline

Virtual meetings have been the mainstay for many businesses for quite some time, but since early 2020 the demand for virtual meetings has expanded significantly. Not only are businesses doing more virtual communications than ever, social events have moved online too. As the business world now considers new norms of working, many are looking to “hybrid” models offering staff more work-from-home flexibility with brick-and-mortar office facilities available to support occasional on-site

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How to Scale Customer Support Without Compromising Service

Help Scout

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how.

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What's the difference between knowledge, skills, and abilities?

Toister Performance Solutions

Many trainers are familiar with the acronym KSA. It stands for the three things that training can develop: Knowledge Skills Abilities Training can help improve performance if someone lacks one of those three things. Knowledge is generally understood as information, such as the steps in a procedure or different product attributes. But what about skills and abilities?

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The Benefits of Remote Work on Employee Happiness, Productivity, and Health

Helpware

See how remote work can benefit both your employees and your company. Make the most out of this work setup by hiring a business process outsourcing partner.

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Leading the Customer Experience by Brad Cleveland

Contact Center Geek

Brad Cleveland is a legend in the customer service and customer experience space. Not merely a thought leader, but an action leader, who has helped shape how customer service and customer experience leaders think, practice, and evolve to do incredible work in the spirit of humanity and business. This latest book from Cleveland is a terrific jump into how to build, and execute on, a solid customer experience vision.

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How to Create a Patient-centric channel deployment

Interactions

Patients today are involved in their healthcare journeys more than ever before. Therefore, convenient and patient-centered experiences are required to meet expectations, like self-service scheduling, billing, and appointment reminders. . Healthcare organizations that have digitally transformed are reaping the benefits. According to Forrester , a well-executed proactive mobile messaging plan can improve show rates for appointments as well as reduce phone calls.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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How Gamification Can Help Call Centers Operate More Efficiently

Playvox

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen. The system tracks your movements and provides feedback and points based on how well you’re keeping up.

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Writing Good Customer Survey Questions

CSM Magazine

The quality of your survey is determined by the results given. However, you want to have excellent questions to obtain results that meet your goals. When designing a questionnaire, make sure to provide a smooth experience. Abandoning a questionnaire is a very common practice so that you won’t meet your specific goals. Instead, you should pay close attention to every step of the process.

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Why You Need Winter Contact Center Services.

Call Experts

As the temperature drops outside, your business can face various challenges, and winter contact center services keep your business up and running no matter the weather. . Power outages, snowy and ice-covered roads, and dangerous temperatures can significantly impact your business operations during the winter months. If you’ve experienced power outages in the past, you know all too well how disruptive they can be to your office.

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5 Years’ Time – What Can Customers Expect From Last-Mile Delivery?

CSM Magazine

Customer expectations around delivery are changing. As we increase our online shopping frequency and continue to accelerate the shift to e-commerce, our understanding of the new normal is evolving. No longer does a three to five-day delivery window suffice. Instead, next day or even same-day delivery is becoming sought after. It’s now a point of differentiation.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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5 most popular Webinars of CustomerSuccessBox

CustomerSuccessBox

Webinars are a condensed and easy way to find out more about a topic you like. Customer Success is expanding its reach and is becoming increasingly pertinent. You might already know about customer satisfaction or customer experience, but it’s time to get up to speed with CS. We’ve gathered some of our favorite customer success webinars. Let’s take a look at them.

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Defining Productivity in Customer Service: The 5 Most Important Values of Customer Service

CSM Magazine

Productivity requires a thorough understanding of its definition and context. Therefore, productivity will mean different things to different people. When it comes to customer service, productivity is all about values. For many jobs, productivity is about accomplishing a certain number of goals or tasks in a specific timeframe. Customer service professionals need to ensure they adhere to the most critical customer service values to be successful and productive.

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Embedding Customer Support Across the Organization with Fiix Software [Podcast]

Nicereply

The key to success is recognizing that all departments have their own goals. ?. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Customer Support teams have so much to offer to an organization. As a primary post-sale contact for customers, your agents hear the most feedback and can spot trends faster. To make the most use of this valuable information, support needs to work closely with many functions at your company.

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How Helpful Contact Center Software is for the Healthcare Sector in the Time of Covid-19 Pandemic?

Hodusoft

Benefits of Contact Center Software for Healthcare Industry. The COVID-19 pandemic has affected every aspect of our life. Healthcare was among the first to bear the brunt, with the sudden spike in call volumes. The demand for contact center software shot up considerably. According to Gartner , over 40% of customer service and support leaders experienced increased service contact volumes compared to original 2020 projections due to the pandemic. .

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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How to drive recognition in your customer service team

Enghouse Interactive

Recognition is one of the most important factors in delivering excellent customer service, and one of the most often overlooked. Put simply, whatever systems and technology you have in place, your agents are on the frontline, and their performance is what makes the difference between service that is merely adequate and an experience that drives positive feedback and long-term loyalty.

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The Contact Center WFO Market Is Transforming

DMG Consulting

The Contact Center WFO Market Is Transforming. August 5, 2021 Donna Fluss. View this article on the publisher’s website. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. The market performed as expected during the COVID-19 health crisis in calendar year 2020.

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Top 5 Customer Experience Design Principles in 2021

The Petrova Experience

Customer experience design principles are difficult for organizations to understand and apply. Time and again, we see this in organizations, even though we encounter customer experience design principles in our daily interactions with the environment. Take these pictures of one of the more crowded places in the New York Subway. It makes no sense to create a connector for pedestrians and NOT make that connector accessible.

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How to Recognize and Reward Your Frontline Agents

Uniphore

Recognizing and rewarding employee excellence has always been important for business success. But doing so now is absolutely critical, with competition for the best talent at an all-time high. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Equipping Your Agents to Be Customer Advocates

Brad Cleveland Blog

Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and 2021. Many of today’s most forward-thinking leaders—Elon Musk, Richard Branson, and Emily Weiss, to name a few—see it as the only true and sustainable way to win customers and market share over the long term. I define customer advocacy … The post Equipping Your Agents to Be Customer Advocates first appeared on Brad Cleveland.

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Will Offering Free Products Increase My Sales?

Beyond Philosophy

One of our podcast listeners wrote to us with a problem. I am sharing it today because this problem seems like some of you could also share it. Our listener wants help convincing his team that using a free trial will help sales. We think that it might, and here’s why. . Let me begin by explaining the theory behind why we think it will. In the behavioral sciences, there is something called the Endowment Effect.

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The Role of Customer Success in the Age of the Customer

SmartKarrot

Customer success is defined as the efforts that a business undertakes to anticipate customer questions or concerns and provide proactive solutions and answers to help customers be more successful in the usage of products and services. According to Forbes, 73% of companies with above-average customer experiences perform better financially than their counterparts.

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[Q&A] Customer Success Operations: Why You Need It & How to Set It Up for Maximum Revenue Impact

ChurnZero

As your Customer Success team grows, it becomes necessary to set up an infrastructure around your data, processes, people, and systems to better enable your team – and that’s where Customer Success Operations comes in. Emilia D’Anzica, founder of Growth Molecules, joined us for a webinar to dive into the highly sought-after role of Customer Success Operations.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Conversational AI: What It Is and How It Works

Netomi

A Complete Guide To Conversational Artificial Intelligence for 2021. Conversational AI is growing more prevalent every day. Not just in business, but for entertainment purposes as well. Whenever computers have conversations with humans, there’s a lot of work engineers need to do to make the interactions as human-like as possible. Whether you’re messaging with a chatbot, responding to an automated email or speaking with a virtual assistant, computers are working hard behind the scenes to interpre

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Communication Modernization: Migration to SIP Endpoints

ConvergeOne

Continuing our discussion of Communication Modernization from my last post , I want to talk about migrating to SIP endpoints. What about SIP trunks, you ask? I’m not sure I’d consider SIP trunks a “modernization” thing anymore. Many made that switch a LONG time ago—it’s a complete no-brainer for most customers that I deal with. Reduce hardware, decrease cost, increase flexibility, easier redundancy… what’s not to love?

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Sep 30 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director Location: Columbus, OH, US Organization: PeopleConnect Staffing As a Customer Success Director, you will handle all pre-sales engineering, sales, and demonstrations of products to prospective clients with the insurance industry. Drive customer outcomes, product adoption, onboarding, and customer experience. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.