ShepHyken
OCTOBER 1, 2021
This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses. It has built a stable reputation for itself in the past decade.?
Myra Golden Media
OCTOBER 1, 2021
Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy. So what makes a person sound friendly over the phone? Turns out, it’s easy to sound friendly with customers.
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Concentrix
OCTOBER 1, 2021
Where could AI be most effective for your CX operations? The post Make your CX AI-driven, but empathy-led appeared first on Concentrix.
Avoxi
OCTOBER 1, 2021
Crucial Call Center Metrics & KPI Benchmarks to Track Do you want to improve your call center's agent productivity, customer satisfaction, and operational efficiency? Success starts by tracking the right key performance indicators. The modern contact center helps customer experience (CX) leaders support business endeavors by working smarter in their day-to-day call operations.
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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.
Ansafone
OCTOBER 1, 2021
A contact center thrives through the use of technology. In 2021, contact center customers expect a company’s technology to meet the demands of the modern age. Fortunately, the right contact center technology can help agents and management achieve excellent customer service consistently and efficiently. Contact center technology is sure to keep advancing with no … How Technology Improves Contact Center Customer Experience Read More ».
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
DMG Consulting
OCTOBER 1, 2021
Impact of Digital Channels on Contact Center Forecasting and Scheduling. It’s a new world for customer service and support, and digital channels are a major part of it. The pandemic brought about many changes in the business world, one of which was to speed up the adoption of digital channels in many contact centers. During the pandemic, companies that couldn’t scale their phone-centric contact centers added digital channels to help them get through the difficult times.
Enghouse Interactive
OCTOBER 1, 2021
Over the past 20 years customer service strategy and management has transformed. When contact centres were first established, they were treated as a cost centre. That meant the primary strategic aim was to run them as efficiently as possible. This changed as businesses (and management) realised the importance of customer service and customer experience to winning and retaining customers.
Quadient
OCTOBER 1, 2021
The State of CX: A series on customer experience trends and beyond - empathy's key role. Andrea Haughton. Fri, 10/01/2021 - 17:30. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. The common theme in customer experience trends is acceleration.
Anexa BPO
OCTOBER 1, 2021
Let’s look at the WFH data: 40% of B2B sellers agree that it’s easier to conduct meetings with customers, 41% agree that WFH has facilitated easier collaboration, and 58% report they are working more hours each week in a virtual environment. What does all of this mean to the buying / selling culture? Well, we can probably conclude that these perspectives are shaping many post-pandemic business processes. ??
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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
Voiptime
OCTOBER 1, 2021
Despite disruptions over the globe, cold calling in sales continues to generate billions of dollars each year. The keystone of this activity is grounded on technology, software, and the proficiency of staff. However, a successful cold call in sales is not about luck it’s only a matter of organization, efficiency, and technology.
TCN
OCTOBER 1, 2021
Compliance audits can seem overwhelming and hard to unpack, but it’s extremely important for call. The post How to Perform a Compliance Audit appeared first on TCN.
Voiptime
OCTOBER 1, 2021
Despite disruptions over the globe, cold calling in sales continues to generate billions of dollars each year. The keystone of this activity is grounded on technology, software, and the proficiency of staff. However, a successful cold call in sales is not about luck it’s only a matter of organization, efficiency, and technology.
Anexa BPO
OCTOBER 1, 2021
2021 ecommerce trends reflect a consumer society that is forever changed. Click, click, buy. The global pandemic imposed never-before-seen restrictions on societal behaviours. Work from home became the new normal. In the months following the onset of COVID-19 in March 2020, consumer shopping behavior underwent a radical shift that forged new systems, shopping platforms, customer expectations and buying patterns.
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.
SmartKarrot
OCTOBER 1, 2021
Role: VP, Customer Success Location: Atlanta, GA, US Organization: CMSPI As a VP of Customer Success, you will oversee the management, growth, and increased engagement of existing merchant accounts. Hire and develop the best possible account management team, including an initial target of 3+ US Account Managers/Analysts within the first 12 months. Ongoing management and development of overall Customer Success team/function.
DMG Consulting
OCTOBER 1, 2021
Question: We’ve outgrown our ticketing system, what should we know about moving to a CRM? Answer: A customer relationship management (CRM) solution can be beneficial for companies and contact centers of all sizes, as well as their customers. A CRM application is often the primary servicing/sales/eCommerce solution for all customer-facing functions and employees.
LiveVox
OCTOBER 1, 2021
You have to have high standards when it comes to customer service because 30% of customers will walk away after just one bad experience. This means you can’t afford for a single area of your customer communications to go overlooked when all it takes is just lackluster email. So how can you craft emails that […]. The post Checklist: How to Craft the Perfect Customer Service Email appeared first on Livevox.
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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.
Quadient
OCTOBER 1, 2021
Everything you need to know about digital customer experience (CX). Andrea Haughton. Fri, 10/01/2021 - 21:58. Today, as the post-COVID landscape continues to take shape and new customer demands reveal themselves seemingly at every turn, businesses need to embrace digital CX. It is easy to believe that simply having digital channels for customers is enough; in reality, it barely meets the standard expectation.
Anexa BPO
OCTOBER 1, 2021
It’s a fact: companies that are too focussed on the bottom line – cost management – without investing in the customer experience are going to fall further and further behind their competition. Not only that, they’ll be also playing catchup with their audiences due to poor customer outcomes and having to stretch their dollars with expensive rework and recovery activities.
SmartKarrot
OCTOBER 1, 2021
In today’s fast-paced business world, there is an increasing focus on providing a customer-centric experience by providing a personalized customer experience. Irrespective of whether you are a B2B or B2C business, it is imperative to inculcate a customer-centric approach to drive business, differentiate themselves from the competition, and inspire brand loyalty.
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