Excellent customer service is a core component for a business to run successfully. Your agents are your first point of contact for your customers, so first impressions must always be to the best standard. Recently Spearline CTO Matt Lawlor took part in a survey for Call Center Helper. Here they asked multiple businesses to share some of their favorite pieces of advice for improving customer service over the phone. MORE
Myra Golden Media
AUGUST 26, 2021
It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy.
Contact Center Pipeline
AUGUST 26, 2021
The best tech support agents have a little secret: They aren’t doing their jobs all by themselves. They’re not cheating. They’re not slacking. But they are getting help from an outside source that lets them be more effective: smart technology solutions that enhance human agents’ capabilities by adding speed and precision. These technologies aren’t intended […].
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Beyond Philosophy
AUGUST 26, 2021
Customer Experience is having challenges. Research over the last few years points to a lackluster performance for return on investment. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” So today, we are going to cover the five rules to guarantee a Return on Investment.
Fonolo
AUGUST 26, 2021
Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Despite the pandemic, one thing is certain. Call centers provide a vital service to customers worldwide. An overwhelming majority (76%) of customers prefer phone communication with customer service representatives, as it often provides an immediate solution compared with live chat, email, and social media channels
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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.
OctopusTech
AUGUST 26, 2021
Legal Process Outsourcing is one of the colossal sensations that hugely impact the legal industry today. A study by the Forrester Research states that the annual worth of LPO i.e. $80 million can hike up to $8 billion. The LPO industry in India has seen a spurt in the last couple of years. It will yield great job opportunities in India by 2022. If we pay heeds to the growth of this developing field, we’ll realize that the LPO Services for Intellectual Property is steadily becoming the spine of I
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Quality Contact Solutions
AUGUST 26, 2021
With many types of telemarketing services for businesses, it’s not always easy to identify the most relevant to support your goals. The good news is that most outsourcing partners will help find the best solution to accomplish your objectives. I believe knowledge is power. So, let’s take a closer look and define the most common telemarketing services available.
Toister Performance Solutions
AUGUST 26, 2021
Advanced techniques are one of the top requests I receive as a customer service trainer. Many people feel the basics are, well, too basic. If that's you, I have five advanced techniques to share. But first, a word from our sponsor: basic skills. The basic skills never go out of style. Customer service professionals who master the basics will always do well.
NICE inContact
AUGUST 26, 2021
The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change.
GetFeedback
AUGUST 26, 2021
Notable trends in consumer preferences that will influence how retailers run their CX programs.
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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
NICE inContact
AUGUST 26, 2021
Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience.
Spearline
AUGUST 26, 2021
Excellent customer service is a core component for a business to run successfully. Your agents are your first point of contact for your customers, so first impressions must always be to the best standard. Recently Spearline CTO Matt Lawlor took part in a survey for Call Center Helper. Here they asked multiple businesses to share some of their favorite pieces of advice for improving customer service over the phone.
Avoxi
AUGUST 26, 2021
Global Marketing Strategies for International Success As the world gets smaller, companies recognize the need to adopt global marketing strategies. But expanding your marketing campaigns into new geographies comes with challenges, like how to engage international prospects and how to structure a global marketing team. Today we're covering best practices of international marketing teams that… The post Global Marketing Strategies for International Expansion appeared first on AVOXI.
Concentrix
AUGUST 26, 2021
Watch this PACE Insights videocast and learn how to leverage AI in the contact center to create exceptional customer experiences. The post Empathy and Artificial Frustration – The Path to Exceptional CX appeared first on Concentrix.
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.
TMP Direct
AUGUST 26, 2021
The pandemic sparked a 77% increase in e-commerce over February 2020, as online shoppers of all ages turned to e-commerce for ease, convenience and safety. To meet these logistics and fulfillment demands, third-party logistics (3PL) providers had to prove agility, adaptability and flexibility more than ever before. In this post-pandemic balance of 2021 and beyond, leaders face a fragile supply chain, an ever-increasing and demanding customer, as well as B2B e-commerce occupying a massive market
NobelBiz
AUGUST 26, 2021
Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year. The post Benchmarking and Training in Today’s Contact Centers: Bruce Belfiore appeared first on NobelBiz®.
Call Experts
AUGUST 26, 2021
Every company’s use of smartphones is at an all-time high, and employee mass notifications are an innovative, easy way to share information with your business. . Business text notifications are a cost-effective way to send information to large numbers of team members. It happens at once when you need to relay critical information. They give businesses flexibility in communicating important news, updates, or safety alerts and can be sent out in emergencies.
NobelBiz
AUGUST 26, 2021
Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year. The post VIDEO: How Bruce Started Out and What He’s Doing Now appeared first on NobelBiz®.
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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.
inSided
AUGUST 26, 2021
Back when Customer Success was new (okay, I know, that feels like it was just yesterday) , CS leaders deployed CSMs to provide a white glove high-touch experience, to what was mostly their enterprise or VIP accounts. CS was an emerging philosophy that SaaS companies were just starting to wrap their heads around, feeling out best practices and strategies to get the biggest bang for their buck.
CSM Magazine
AUGUST 26, 2021
Now, more than ever, collaboration tools and your martech stack will need to truly empower teams. However, the conversation isn’t just about remote or hybrid, it’s about playing to your strengths, transparency, and ensuring every conversation is driving success. Join the Interactive Panel Discussion with RyanAir, Visible & Citrix – Prioritise Growth!
Voiptime
AUGUST 26, 2021
Looking at the big picture and asking hard questions about the call center service level is the first step to success. Strategic thinking, bridging service level with the needs of customers ensures lasting revenue and strong relationships. Building an on-demand call center to meet both company and customer needs is easy when you have a strategy.
Brad Cleveland Blog
AUGUST 26, 2021
It could be that you have just a few people in a small department or company, handling interactions with customers. On the other hand, you might have thousands of agents working across multiple sites. In either case, or any point in between, you need a Customer Access Strategy. Just think about the inter-related decisions related to rolling out a new … The post 10 Components of a Customer Access Strategy first appeared on Brad Cleveland.
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!
SmartKarrot
AUGUST 26, 2021
Role: Customer Success Director Location: Remote, Austin, Texas Metropolitan Area, US Organization: SpyCloud As a Customer Success Director, you will maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services. Build, leverage, and sustain relationships with customers and internal cross-functional teams to maximize success.
Brad Cleveland Blog
AUGUST 26, 2021
It could be that you have just a few people in a small department or company, handling interactions with customers. On the other hand, you might have thousands of agents working across multiple sites. In either case, or any point … Continue reading → The post 10 Components of a Customer Access Strategy appeared first on Brad Cleveland.
SmartKarrot
AUGUST 26, 2021
Books are a man’s best friend, as they say has held true time and again. For the SaaS founders and CEOs, there is especially a whole lot to regale them with information and more. If you as a SaaS founder have been wondering lately on some of the must-have books on your shelf, we have put together a list of top 10 must-reads for you. Without any further ado, let us get to them right away. 1.
Interactions
AUGUST 26, 2021
Conversation is the heart of all relationships. Conversation holds great power in relationships. Without conversation, trust cannot be built and information cannot be exchanged. You can’t get to know another person truly without communicating with them. Similar to a relationship between two people, relationships between customers and brands also need conversation as a foundational part of success.
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
Tethr
AUGUST 26, 2021
Welcome to the monthly product update blog, where we’ll cover the latest and greatest updates to the Tethr platform. For current customers, enjoy this quick overview of the changes you can expect to see inside of Tethr. For future customers (and curious onlookers), enjoy this sneak peek into the inner workings of Tethr’s AI-powered conversation analytics machine. .
BlueOcean
AUGUST 26, 2021
Decision making got a whole lot more difficult in the wake of the pandemic, didn’t it? From the most basic choices, like where to shop for groceries or who to visit in-person; to the most complex business decisions, like what to do about employee safety or how to ensure business continuity—suddenly there were more questions to ask, more at stake, and more ways to fail.
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