ShepHyken
OCTOBER 20, 2021
Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented. We would type letters and thank-you notes on a piece of paper, without spell-check. She asked if she could play with it. It kept her busy for days.
Myra Golden Media
OCTOBER 20, 2021
People in my workshops ask, “What do I say when a customer threatens suicide?” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this. You’re not trained to handle people in crisis.
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Contact Center Pipeline
OCTOBER 20, 2021
There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support. The problem with voice is that, historically when a call ends, the […].
Outsource Consultants
OCTOBER 20, 2021
As a child, did you have a trick-or-treating strategy to maximize both the quality and quantity of your candy haul? Of course you did; when something is important, you don’t leave anything to chance. At Outsource Consultants, we have a proud history of finding outsourcing analogies with seemingly unrelated topics , and this is no exception. Because the tactics you once used to fill your pillowcase with chocolate are the same ones you should be using for outsource call center search and selection
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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.
The Northridge Group
OCTOBER 20, 2021
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives. With companies across nearly every industry scrambling to create exciting “digital first” customer experiences , it’s easy to imagine that human associates in traditional customer service contact cent
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Working Solutions
OCTOBER 20, 2021
As part of Working Solutions’ 25th anniversary celebration, the company wanted to give back to the communities and people that helped build and sustain it by creating the “Five for 25” recognition program. Our contact center agents, the lifeblood of our company success, who provide customer service support to our clients, were asked to nominate […].
Totango
OCTOBER 20, 2021
Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.
Cyara
OCTOBER 20, 2021
When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season. But outside of the retail world, just about every other industry has its own version of “crunch time” – periods of high call volumes, long customer queues, and unusual strain placed on staff and technology alike.
Totango
OCTOBER 20, 2021
Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.
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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
aircall
OCTOBER 20, 2021
Google Calendar just keeps getting better. The search giant is rolling out a new feature that analyses how much time users spend in meetings each week. You might be surprised by how much productivity you could claw back with some judicious calendar management. Taking control of your calendar enables you to get more done each day. With so many responsibilities, it’s critical for your professional and personal well-being.
Totango
OCTOBER 20, 2021
Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.
TeleDirect
OCTOBER 20, 2021
Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. How do you transform potential into production when it comes to your call center? It takes careful planning. Belief in your personnel. And a bit of motivation thrown in for good measure. In other words…it takes a great coach! TeleDirect knows a thing or two about call center coaching , as our business process outsourced (BPO) call center platform and associated customer support appli
Avoxi
OCTOBER 20, 2021
Retail Tips & Tricks for the 2021 Holiday Season Customers are checking off their gift lists earlier (and spending more!) than previous years. Is your phone system up to the task to support your end-of-year revenue goals? If not, now’s the time to move to a cloud-based system and get your call center prepared for… The post Retail Tips & Tricks for the 2021 Holiday Season appeared first on AVOXI.
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.
Omnicus
OCTOBER 20, 2021
Poor customer service is a terrible business. In the United States alone, companies lose nearly $ 75 billion in revenue due to poor customer service. If you do not have reasonable solutions for receiving and handling these customer inquiries across channels and customer journeys, the overall customer experience will be abysmal. To ensure that you can create the excellent customer experiences that your customers today expect, you will need insight and analysis to take the temperature of your cont
kommunicate
OCTOBER 20, 2021
WooCommerce is a free WordPress plugin that adds e-commerce functionality to your WordPress website so you can have an online store. With just a few clicks, your WordPress website turns into a fully functional eCommerce website. ?? Read: Installing WooCommerce plugin Benefits of Woocommerce Easy to use For Advanced Ventures Customizability and Support Wide variety [.].
Vistio
OCTOBER 20, 2021
Does this scenario sound familiar? Your customer is moving and needs to perform the simple task of transferring one of your utility services from their current residence to their new home. Seems simple, right? So, they call your utilities contact center, and a bot asks them loads of questions with the intent to change their service’s location without ever speaking to a human being.
LiveVox
OCTOBER 20, 2021
Customer service is a defining factor in the customer experience, influencing everything from a customer’s purchasing decisions to their brand loyalty. You can’t provide top-notch customer service without a simple, reliable way for customers to communicate with you. That’s where a cloud-based call center comes in. You’re probably familiar with a traditional contact center setup, […].
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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.
Spearline
OCTOBER 20, 2021
With all the hype about omnichannel, the phone call still rules Summarised on Customer Contact Central, an interesting survey looked at channel preferences. It discovered that consumers will use up to nine channels to contact a supplier to try and get the result they want. Webchat and social media are on the rise as preferred contact channels. However, respondents overwhelmingly declared their preference for the telephone.
CSM Magazine
OCTOBER 20, 2021
With technology, people have found new ways to generate stable incomes. It also includes providing various online business opportunities to entrepreneurs. People are increasingly purchasing goods and services from the internet due to e-commerce. In 2020 alone, more than two billion consumers relied on online businesses. These figures are enough to prove that e-commerce is profitable.
Babelforce
OCTOBER 20, 2021
An API is an application programming interface. It allows two software applications to communicate with each other. You can think of an API as a sort of universal translator. Different software applications have their own ways of “talking” and the API makes sure that they can “talk” to each other. Most people probably don’t realize that APIs exist, but APIs have a profound impact on how we all engage with services.
CSM Magazine
OCTOBER 20, 2021
There is no doubt that the world of marketing (both traditional and digital) is a saturated place full of entrepreneurs looking for a share of the market. We’re all out there trying to win clients and grow. And even though this takes a lot of hard work, the rewards far outweigh the burdens. So, let’s go through tried and tested ways that can help you grow your marketing agency.
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!
inSided
OCTOBER 20, 2021
Our inSi-DED series is back! ?? This week, an anonymous contributor shares a story that I'm sure we can all relate to. It's about that one account, that one customer, where everything just seems to go wrong. ?? If you want to submit your own CS or community horror story, do so here. (And just like this contributor, you can choose to be completely anonymous!).
GetFeedback
OCTOBER 20, 2021
Pierre Leurquin explains why Maison Christofle has selected GetFeedback to improve its digital customer experience.
Connecting the Dots
OCTOBER 20, 2021
CCMC ~ The service, quality and market research professions have traditionally focused on problems and dissatisfaction. Very little attention has been given to going the extra mile, but new research suggests a customer delight formula could have as much payoff as fixing problems. We have all missed three things: Delight is not monolithic – there are at … The post Little Things Matter, Get More Leverage With a Customer Delight Formula appeared first on Customer Care Measurement & Consul
TeleDirect
OCTOBER 20, 2021
So you’re thinking about hiring a call center. Whatever your reasons for doing so – lack of internal expertise, the desire to switch focus on your own products and services, or even as a money and time-saving tactic – it’s time to make the move. Ready…set…hold on! Hiring a call center is one of the most important decisions your business or nonprofit can make.
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
Quiq
OCTOBER 20, 2021
Share This Story. This year, holiday shopping will be more digital than ever before. As consumers continue their shift to online channels and major retailers cancel in-person Black Friday sales , brands must quickly adapt through new omnichannel tactics that capitalize on surges in online traffic. Here are five strategies for doing just that. 5 Examples of Top Retailers with Brilliant Omni-Channel Strategies For Holidays. 1.
TeleDirect
OCTOBER 20, 2021
The work from home (WFH) revolution is in full swing. Actually, it’s been in full swing here at TeleDirect , as many of our top-trained call center agents have been working remotely for years. Thanks to our business process outsourcing (BPO) expertise for call center platforms , TeleDirect’s WFH systems keep our employees engaged and always in the loop, which results in exceptional customer service metrics.
SmartKarrot
OCTOBER 20, 2021
Role: Director of Customer Success Location: Remote, United States Organization: Satori As a Director of Customer Success, you will define the customer lifecycle journey from onboarding to value generation and expansion. Hire and train a world-class team of customer success managers. Build strong relationships with buyers and users that drive customer satisfaction and customer advocacy.
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