Wed.May 11, 2022

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How to Transform Your Contact Center for Customer Service Excellence

Advantage Communications

Long wait times. Being passed around to different agents and departments. Having to repeat a query or issue over and over again. Not getting help until frustration builds. And, in the worst situations, not finding a resolution to their problem at all.

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Who Is Today's Call Center Agent?

CCNG

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. However, we often overly focus on what they do versus analyzing and understanding who they are, an error that could contribute to some of the staffing and retention problems we currently face. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place?

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Would You Rather Clean a Toilet Than Call Customer Support??

ShepHyken

That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! . Is calling customer support so bad that cleaning a toilet is more desirable? It is if you’ve experienced wasting your time on hold, listening to terrible music, talking to people who don’t seem to care about you, having difficulty hearing or understanding the customer support agent, being transferred again and again, telling the

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UIFN vs ITFS: Which Is Right for Your Business?

Avoxi

UIFN vs ITFS: Which Is Right for Your Business? So you want a toll free number to expand your business into a new market? UIFN and ITFS phone numbers work on a global scale, but how do you choose? We'll help you determine which virtual number is the right fit for your business operations. As… The post UIFN vs ITFS: Which Is Right for Your Business?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Optimizing Self-Service: 4 Lessons Learned from Our Chatbot Journey

Customer Service Life

Source: Pixabay. This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. In my third point about the importance of optimizing your Zendesk knowledge base, I left incomplete exploring artificial intelligence as a means of making it easier for customers to find answers to their questions.

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Announcing the Winners of the 2022 CX Excellence Awards

Fonolo

Customer experience is no longer just a buzzword. It’s become the foundation upon which companies practice their businesses. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty. But adopting a few CX tactics isn’t enough to stay competitive. Organizations with exceptional customer support know this; they are constantly looking for opportunities to improve those precious interactions and create pl

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Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide

Hodusoft

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. PBX systems have always been the solution to this emerging challenge. But the dilemma and debate over on-premise PBX systems and Hosted PBX System have been consistent over years.

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6 Signs that Your Customer Success Team Dynamic Needs to Change

Nicereply

Customer success is one of the most important metrics you need to track if you’re running a B2B business. It contributes to the overall customer experience, and high customer success can mean repeat business and more referrals. Maintaining a vibrant, effective customer success team is one of the most effective ways to boost your customers’ experience.

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6 Best CRM for Startups

JivoChat

If you are a startup founder or have a leadership position in one and are looking for ways to improve customer experience and management processes, using a CRM for startups can help you. CRM software provides several solutions to optimize tasks in different sectors of a company, prevent errors and save time. CRM (customer relationship management) will be a useful tool to centralize the data about your customers and keep track of the interactions with them.

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The Open CCaaS Advantage Report

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.

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Announcing the Winners of the 2022 CX Excellence Awards

Fonolo

Customer experience is no longer just a buzzword. It’s become the foundation upon which companies practice their businesses. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty. But adopting a few CX tactics isn’t enough to stay competitive. Organizations with exceptional customer support know this; they are constantly looking for opportunities to improve those precious interactions and create pl

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Digital Transformation and Future of Work for Contact Centers, with Jon Arnold

NobelBiz

Jon Arnold, tech analyst, thought leader, speaker and podcaster, is joining our show for a talk on the future of work and collaboration tools for contact centers, the latest trends at in-person events, as well as many insights on digital transformation. The post Digital Transformation and Future of Work for Contact Centers, with Jon Arnold appeared first on NobelBiz®.

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Knowledge Management for Higher FCR

SQM Group

Knowledge MaKnowledge Management makes it easier for call center agents to find and use relevant content to help resolve customer interactions on the first call or contact.

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Balto Joins Talkdesk AppConnect Marketplace

Balto

Leading real-time guidance platform now available on trusted customer experience solution. St. Louis, MO — Balto, the #1 real-time guidance platform for contact centers, today announced the launch of its suite of conversation excellence solutions on Talkdesk® AppConnect , enabling businesses to seamlessly combine Real-Time Guidance , Real-Time Coaching , and Real-Time QA with their existing Talkdesk CX Cloud TM solution.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Why Is React.js Programming So Popular?

CSM Magazine

React.JS is by far the most popular JavaScript library. According to Stack Overflow, 40.14% of developers worldwide use the framework to develop awesome apps. . It is also one of the top choices of our developers at Reintech for front-end development. However, why is React.JS such a popular JavaScript library? Why do businesses and programmers alike rely on the framework to attain development success?

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VIDEO & ARTICLE: Consumerization of IT and the implications for contact centers

NobelBiz

Consumerization of IT has shifted the way we use our devices at work and Jon touches on some general factors this applies to the contact center space. The post VIDEO & ARTICLE: Consumerization of IT and the implications for contact centers appeared first on NobelBiz®.

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What is Average Time to Abandon? (And How to Improve Yours!)

Babelforce

The average American spends 43 days of their life waiting on hold. That breaks down to 10 to 20 minutes per week! To make matters even worse, many of those calls were probably abandoned as well, which leads perfectly into the topic of Average Time to Abandon (ATA). In this post: What is ATA What counts as an abandoned call? What does ATA tell you about your contact center?

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VIDEO & ARTICLE: Hybrid work and the proper tools for contact center agents

NobelBiz

The shift to WFH and hybrid in the contact center space has brought a lot of variability in terms of equipment and the companies need to make sure that the agents have the right set of tool and capabilities. The post VIDEO & ARTICLE: Hybrid work and the proper tools for contact center agents appeared first on NobelBiz®.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Fueling the Gig Economy: How AI Can Help Fintech Companies Serve this Booming Workforce

Netomi

In light of rising inflation, pandemic-era job losses and the work-life balance mindset, a growing number of individuals have embraced gig economy work. A 2022 Gig Payments Report pointed out that, in 2021, there were about 23.9 million independent workers in the United States, an increase from 12.9 million in 2017. Moreover, the number of freelancers across the country is projected to grow to 86.5 million by 2027.

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Why Does Every Business Need A Call Center Service?

Grupo Noa

Today’s businesses need the help of smart callers! Any responsible business owner that gives priority to their customer services would opt for call center outsourcing services. Top American call centers are run by a team of highly experienced and multilingual telecallers. Their years of experience in providing customers with fast and relevant support help businesses retain their old customers besides gaining new ones.

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5 Lessons We Learned from Rewriting Our Dashboard

aircall

For people who regularly use Aircall, you might have noticed we recently released a brand-new version of our dashboard. We’ve faced obstacles and surprises along the way, but it’s safe to say that we’ve learned a lot on this journey. Working on a similar project? We hope our insights and processes can help. . Keep reading to learn more about our team’s specific mission and how we approached rewriting our dashboard from scratch. .

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May 11 – Customer Success Jobs

SmartKarrot

Role: Sr. Director of Customer Success Location: Remote, Richmond, VA, US Organization: Partnerize As a Sr. Director of Customer Success, you will own your team’s metrics and create strategies to exceed them, focused on expansion, churn mitigation, success planning, and customer satisfaction. Be the named contact for specific strategic accounts and own senior customer stakeholder relationships.

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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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10 Effective Account-Based Marketing Tactics That Every Marketer Should Be Aware Of?

SmartKarrot

The first lesson a B2B SaaS (Software as a Service) marketer learns about account-based marketing tactics is that you cannot possibly target each customer in your niche. If you do that, you are putting a huge risk of attracting no one! This is the hard truth of account-based marketing strategy. The only workaround to this situation is by being specific about the target audience you are trying to lure into buying your product.

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The New CEO’s Guide: Top 10 Priorities for First-Time CEOs??

SmartKarrot

Being the new CEO of a company can be a whirlwind. Taking over a position at the top of an organization is difficult, mainly if you’ve never been a CEO before. So, how do you know your top priorities as a first-time CEO? Let’s dive deep into it. As a new CEO, you’ll have your hands full. As you’re aware, being a leader at the helm of a company can be difficult.

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