Thu.Aug 26, 2021

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Don’t Apologize to Customers!

Myra Golden Media

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.

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How to Make Tech Support Faster and Easier—for Both Customers and Agents

Contact Center Pipeline

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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5 Rules to Guarantee a Return on Investment

Beyond Philosophy

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.

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3 Types of Call Center Environments Post-COVID


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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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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Emerging LPO Services For Intellectual Property Businesses


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

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Tethr product updates August 2021: New dashboard sections, brighter colors, and more!


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. .

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Five advanced customer service techniques to raise your game

Toister Performance Solutions

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.

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Understanding the customer journey from start to finish

NICE inContact

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.

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4 ways to create the perfect retail experience


Notable trends in consumer preferences that will influence how retailers run their CX programs.

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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Roundup: 18 free call center training resources for digital-first agents

NICE inContact

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience.

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Explained: Types of Telemarketing Services for Businesses

Quality Contact Solutions

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.

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The Best Industry Ideas for Customer Service Over the Phone


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.

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Global Marketing Strategies for International Expansion


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.

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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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Empathy and Artificial Frustration – The Path to Exceptional CX


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.

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The key to building customer loyalty? Conversation


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.

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Welcome to the party!

TMP Direct

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

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Benchmarking and Training in Today’s Contact Centers: Bruce Belfiore


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®.

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3 Sizzling Ways to Warm up Cold Calls

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

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Employee Mass Notifications

Call Experts

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.

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VIDEO: How Bruce Started Out and What He’s Doing Now


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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Guest post: The Digital CSM – Goals and responsibilities of the CS team's latest addition


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.

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Webinar: Fuelling Growth in 2022 – Technology, Collaboration, Strategy

CSM Magazine

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!

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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Top Tips on How To Define and Measure Service Level in Call Centers


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.

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10 Components of a Customer Access Strategy

Brad Cleveland Blog

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.

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Aug 26 – Customer Success Jobs


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.

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How COVID Has Shifted the Contact Center RFP Timeline


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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Outrun Your Competition: Best Practices for Accelerating Sales Processes

Longer sales cycles. Larger buying committees. Slow-moving compliance reviews. Every go-to-market team knows the frustrations that come from a drawn-out sales process. How can you speed it up? By building a modern GTM motion that uses data, automation, and proven best practices to unlock insights, engage customers, and win faster.

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Top 10 Must-Read Books for SaaS Founders and CEOs


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.

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