Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call center rep should have.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Advantage Communications

JULY 30, 2020

In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy. In fact, in a recent blog titled, ‘ How to Seamlessly Merge Employee Experience and Customer Experienc e ’, we looked at the innovative steps some contact centers are taking to infuse an incredible employee experience with world-class customer experiences.

Contact Center 91

Contact Center outsourcing Customer Experience Customer Service 91

CSM Magazine

JULY 30, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

Customer Service 95

Customer Service Feedback Marketing Customer Experience 95

Steve DiGioia

JULY 30, 2020

First off, what’s a “pet peeve”? Well, according to Merriam-Websters dictionary, it’s “something that annoys or bothers a person very much” Are your pet peeves putting your job in danger? I hope not. You know, let’s be honest… Each of us knows someone that drives us nuts. That crazy uncle that tells the worst jokes, that neighbor who’s always sticking her nose in your business, or how about that coworker that constantly tries to “one-up

Personalization 282

Personalization 282

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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.

Contact Center Pipeline

JULY 30, 2020

Affordable contact center technology solutions abound in today’s market. Centers can implement cloud-based applications with far shorter lead times than premise-based solutions. They’re especially attractive for companies with limited IT resources, aging or ineffective systems, and tight budgets. But you still need to do your due diligence to make sure you get what you want […].

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Contact Center Technology Marketing Service level 147

CSM Magazine

JULY 30, 2020

To have a successful business, you’re going to need to use marketing strategies to attract new customers and keep loyal ones excited about shopping with you. There are many ways to advertise your company now with the digital world we live in. Some of the best ways to utilize your go to market strategy are with social media, emails, and advertisement.

Marketing 97

Marketing Advertising Sales Customer Service 97

Jon Arnold

JULY 30, 2020

Well, this was fun! Rob Scott and his team at UC Today did a great job putting this broadcast together, which just aired now on their website. I was one of the six judges, so I’ve been part of the process going back a few months, and now we get to enjoy the results and share the good news. Aside from viewing the ceremony on their website, fyi, it’s also been posted to YouTube.

Personalization 95

Personalization Contact Center 95

Toister Performance Solutions

JULY 30, 2020

Call control is part art, part science. It's the ability to politely, yet quickly move along a customer service call. These skills were originally a big part of call center agent training back when talk time, or handle time, was considered an essential metric. Today, fewer contact centers are holding agents accountable for the length of each call, but call control still remains an important skill.

Contact Center 77

Contact Center Call flow Customer emotions Accountability 77

delighted

JULY 30, 2020

Adjusting to a new normal is never easy. Especially when you, an education leader, are making decisions to craft a unique education experience in light of COVID-19. How do you prepare while also addressing questions and concerns surrounding the new year? In this guide, we’ll break down easy-to-use survey types and suggest questions to include in your return-to-school pulse surveys to help prioritize feedback for a safe and comfortable start of the semester.

Surveys 83

Surveys Education Feedback Personalization 83

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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

Surveys

Nuance

JULY 30, 2020

Going into this summer, I really had no idea what to expect. I finished up my onboarding process, and then I crossed my fingers and hoped I still had a job. I’d heard about many of my friend’s internships falling through due to COVID-19, so when I got the email saying my internship was a [.] The post My internship at Nuance in the wake of COVID-19: uncertainty and satisfaction appeared first on What’s next.

Marketing 70

Marketing 70

Humach

JULY 30, 2020

At Humach, we see our human agents and our digital ones as distinct, essential entities, each with a set of strengths and weaknesses. Neither is in competition with the other, nor could either party create the quality of customer service we strive to provide on their own. Simply put, the value of AI lies in its ability to support human workers rather than replace them.

Customer Service 70

Customer Service 70

ConvergeOne

JULY 30, 2020

Effective communication is a continual challenge for healthcare providers. Communication challenges amongst patients, payers, and providers are frequently linked to inefficiencies that result in unnecessary costs, care delivery errors, and of course negative patient outcomes.

Healthcare 61

Healthcare Enterprise 61

CSM Magazine

JULY 30, 2020

When it comes to providing the best possible service to your customers, the people you hire make all the difference. Busy customer service managers sometimes make the mistake of hiring new reps without much discernment and end up with a team member that is just “doing a job” rather than providing outstanding customer care. To ensure you get the best possible people for your customer service positions, here are five basic skills your customer service employees cannot be without.

Customer Service 59

Customer Service Customer Care Personalization Management 59

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.

Customer Experience

Nicereply

JULY 30, 2020

Studies show that 45% of consumers are willing to pay more for a product if it is accompanied by quality services. Technical support is the heart of the brand. This is one of the key common ground that business owners often lose sight of. You can offer the best product, an excellent price, receive hundreds of new customers daily. However, if your technical support is at least slightly behind, you will lose a lot.

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Technical Support B2C Consulting Consulting 59

LiveVox

JULY 30, 2020

In this first installment of our new Thoughline series, we’ll be taking a look at the broad economic implications of the coronavirus. How will lending be affected? How will firms model credit risk in our new normal? For the first dispatch from the series, LiveVox’s Boris Grinshpun met with former SoFi Chief Risk Officer Kevin […]. The post LV Thoughtline Series: Thoughts on An Economic Framework for Responding to the Coronavirus with a Former Chief Risk Officer appeared first on Livevox.

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Ameyo

JULY 30, 2020

Outbound call centers often use dialing software to automate their outbound calling process to not just boost agent agents’ productivity but also as a way to ensure higher connect rates and eventually higher sales conversion. The good news is that there are a number of different types of auto-dialer available in the market today for … What is a Pacing Ratio in a Predictive Dialer?

Call Center 52

Call Center Sales Marketing 52

Maru Group

JULY 30, 2020

Canadians are changing the way they spend and shop during this pandemic. They are holding off on purchases, cutting spending, and putting some life decisions on hold while they wait out the COVID storm. Will this holding back potentially trigger a downward spiral? The outlook for retailers, salespeople and manufacturers in Canada is far from rosy. 1.8 million more Canadians are unemployed now versus February 2020, and while employment in the service sector is rebounding during reopening, the lon

Banking 52

Banking Surveys Sales Marketing 52

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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.

Self service

Spearline

JULY 30, 2020

Telecommunications professionals have a strong respect for the complexity of network services used around the globe. Many invest a lot of time and resources to ensure that their networks have the requisite capabilities to manage faults and downtime, but others lack knowledge about the exact directions their calls follow outside of their own infrastructure, and the audio quality of the calls their users experience.

Telecommunications 52

Telecommunications industry standards Benchmark Management 52

CSM Magazine

JULY 30, 2020

As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete. . Some brands won and some lost in the mix. Here we bring together three of the best UK based campaigns, the ads that captured the zeitgeist and propelled the public perception of the brand forward.

Marketing 52

Marketing Advertising Personalization Customer Service 52

Babelforce

JULY 30, 2020

Post summary: Ticketing is no longer optional – it’s a must for any inbound call center. A little automation goes a long way, making Helpdesks far more versatile. With the right mix of tools, that automation is now within easy reach. Effective Helpdesk ticketing systems have been a revolution in customer service quality. They’ve become an essential feature in the most effective contact centers. .

Abandon Call 52

Abandon Call APIs Contact Center CRM 52

Monet Software

JULY 30, 2020

Call centers have a high rate of agent turnover, so there is a frequent need to hire new agents. By screening candidates carefully, manager stand a better chance of finding suitable new employees that will stay in their positions longer, thus reducing the turnover rate. The job interview is the best means to assess the candidate’s skills, experience and personality.

Call Center 48

Call Center Scripts CRM Contact Center 48

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!

Feedback

Brad Cleveland Blog

JULY 30, 2020

Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect? This can seem like a daunting challenge for those of us designing and managing customer services.

Customer Service 29

Customer Service Management Contact Center Call Center 29

A Better Answer

JULY 30, 2020

Answering services 52

Answering services 52

Brad Cleveland Blog

JULY 30, 2020

Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect? This can seem like a daunting challenge for … Continue reading → The post Customer Expectations of Service Delivery appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Customer Service Customer Experience 26

SmartKarrot

JULY 30, 2020

Source. Customer Success is the buzzword in the modern SaaS companies. There are many meanings attached to it but what does it mean to you? Is it a philosophy, a function in the organization, a mindset? Well, it can be all of it. It is a broad term to define the company’s approach towards retaining its customers and expanding their business with them.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

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

Journey mapping

Brad Cleveland Blog

JULY 30, 2020

Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect? This can seem like a daunting challenge for those of us designing and managing customer services.

Customer Service 20

Customer Service Management Contact Center Call Center 20

SmartKarrot

JULY 30, 2020

Role: Customer Success Manager Location: Austin, TX, US Organization: Punchh Punchh is looking for a CSM, who can own a portfolio of client accounts of brands in the verticals that Punchh currently has customers. You will be responsible for managing the success of the relationship for long-term value and also ensuring their customers’ success with the Punchh platform.

Accountability 10

Accountability Enterprise Best practices Sales 10

CSM Magazine

JULY 30, 2020

Revuze, an Israeli market research Startup, launches an eCommerce product listing optimization tool for marketplace rankings. This innovative feature helps clients to top the list in any eCommerce marketplace (Amazon, Walmart, Target, etc) searches and boost sales. Revuze has created an innovative solution to acing marketing research using AI technology to analyze product listings and track customer reactions.

Big data 72

Big data Enterprise Analytics Marketing 72