Contact Center Pipeline
NOVEMBER 11, 2020
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?” All of them need our empathy. […].
ShepHyken
NOVEMBER 11, 2020
We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints. What they get in return—hopefully—is a nice thank you, which, when you think about it, is fairly insignificant , though appreciated, for the work they do. Yes, they are paid for the job they do, but the people who are amazing at this role aren’t doing it just for the money.
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Myra Golden Media
NOVEMBER 11, 2020
Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks. You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it.
CX Global Media
NOVEMBER 11, 2020
Dave McKeown was about to speak on one of his first workshops when he was faced with the dilemma of not having enough money to pay the hotel bill. Not wanting to borrow money from his girlfriend (now wife), Dave put together his very first webinar where he was able to earn enough money to cover for his hotel bill. From that experience, Dave learned to always invoice his client 50% upfront and that whatever challenge he faced, there will always be an answer out there.
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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.
GetFeedback
NOVEMBER 11, 2020
Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
BlueOcean
NOVEMBER 11, 2020
When the world turned upside down in February and March of 2020, no one could have guessed what was ahead. Many of us hit the pause button with the assumption things would return to normal soon. Soon never happened, and so we are left with the question of when and how to get back to business as usual. For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency.
Monet Software
NOVEMBER 11, 2020
How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm? That’s burnout —and it’s a call center morale killer that usually strikes long-tenured employees but can quickly drag down motivation among almost anyone they come in contact with. .
TeamSupport
NOVEMBER 11, 2020
“ To retain the customers you have, you must help them achieve the outcomes they need.”. This concept, as detailed in the new whitepaper by ServiceXRG, illustrates how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance. Part 1 of this blog series highlights excerpts from the key concepts for using services to retain and grow recurring revenue.
ConvergeOne
NOVEMBER 11, 2020
There’s an old adage among veterans that the military is a great place to be from. This is certainly true for me, as the knowledge and experience I gained by attending the U.S. Naval Academy and as an officer on board a Destroyer has served me quite well throughout my current career in the corporate world. For starters, there’s no doubt that my military service helped me get an excellent civilian job when I transitioned out of the Navy – I was hired into my first “tech sales” position by a forme
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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
ChurnZero
NOVEMBER 11, 2020
Customer Success (CS) has become a larger priority for many companies in the past five years as the shift to SaaS subscriptions has become the de facto standard for most license models, and customers can more easily switch vendors with little effort. So making sure your customers are happy is vital to ensure companies are achieving a best in class churn rate, usually somewhere between 5-7%.
ForeSee
NOVEMBER 11, 2020
A new framework for CX executives consolidates and visualizes experience data to drive fast, smart CX decisions You likely follow a CX metric like customer satisfaction (CSAT) or NPS®. Every.
SharpenCX
NOVEMBER 11, 2020
Raise your hand if 2020 made you toss old customer service playbooks out the window. Yeah, us too. And really, tossing playbooks out the window is a cosmic understatement. In fact, our old playbooks don’t even exist anymore. If you told me that in 2020, I’d be holed up in my guest room working from a vanity-turned-desk for a year, sheltering in place from an invisible menace terrorizing our society, I would’ve thought you were reciting an episode of the Twilight Zone.
Provide Support
NOVEMBER 11, 2020
The post 5 Tips to Keep Customer Satisfaction High During Holiday Rush appeared first on Provide Support Blog.
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.
Chip Bell
NOVEMBER 11, 2020
The word “veteran” means someone who served in the military. But it also means someone who has had long experience. Service in the military does not begin as an experienced soldier but rather as an anxious, naive, and lowly recruit. A recruit has no rank, no ribbons, and no power; just a lot of KP and guard duty all night long in the cold.
PeopleMetrics
NOVEMBER 11, 2020
What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use touchpoint mapping to identify the specific Customer Service touchpoints impacting CX? How do you communicate the differences between Customer Experience and Customer Service within your organization?
NICE inContact
NOVEMBER 11, 2020
NICE inContact has achieved the highest overall position for its ability to execute in the just released Gartner 2020 Magic Quadrant for Contact Center as a Service (CCaaS). NICE inContact has been placed as a Leader every year since this Magic Quadrant’s publication starting six years ago.
CustomerServ
NOVEMBER 11, 2020
The COVID-19 pandemic may have disrupted the business process outsourcing (BPO) industry, but it has not slowed down the need for clients to consider their outsourcing options, select new vendors or evaluate in-house vs. outsourced call centers. In fact, in some sectors, the demand to optimize service delivery has fueled new vendor searches.
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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.
LiveVox
NOVEMBER 11, 2020
Get the Free Report In August 2020, LiveVox surveyed contact center professionals at the C-suite, VP, Director, and Manager levels to understand what their strategic priorities are right now, where they’re headed in the future, and what role self-service and system integration play in their ability to deliver an exceptional customer experience. We gathered responses […].
Working Solutions
NOVEMBER 11, 2020
Today, we celebrate Veterans Day and recognize and honor the work and sacrifices of our many military families. During these difficult times, we’re proud to offer flexible, work-from-home opportunities for our many U.S. service families, both at the corporate level and as part of our independent contractor network. Working from home is part of our […].
CSM Magazine
NOVEMBER 11, 2020
Every business needs to track its clients. In this article, we will show you the steps you need to take to achieve this and how to find the best customer tracking system. How to Utilize Customer Tracking In Your Business Wisely? In any business, customers are a key part. Why is it so important to track them and their interests? Because every six months, a person’s thinking changes, and accordingly, his or her preferences also change.
Skybridge
NOVEMBER 11, 2020
Not long ago, in the BP (before pandemic) era, successful brands had gotten so good at knowing, engaging, and selling to their consumers. Back then, their buyers’ everyday lives – and purchasing habits – were largely defined by the social media ecosystems in which they functioned. And in that fast moving, ever-shifting ecosystem, any new trend or shiny object could trigger a Fear Of Missing Out (FOMO) – and a set of purchases to assuage it.
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!
CSM Magazine
NOVEMBER 11, 2020
The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. Intercom, the Conversational Relationship Platform that helps businesses drive faster growth, today released the 2021 Customer Support Trends Report , which examines the impact the COVID-19 pandemic will have on support teams’ budgets, plans, and technology investments in 2021.
Edify
NOVEMBER 11, 2020
Contact: Liz Cahill for Edify Labs.
CSM Magazine
NOVEMBER 11, 2020
Technology has become such an important part of our everyday life and imagining a day without a smartphone or going online is impossible for the huge majority of us. With so much data being exchanged and collected by all sorts of companies while people are surfing the Web, the importance of Privacy Policies are becoming more evident to everyone. However, the practice of clicking the ‘I Agree’ button without reading Terms & Conditions as well as not going through policies which give different
Dialer 360
NOVEMBER 11, 2020
The Call Center industry working dependent on a call center campaign. It’s just like blood in the veins of the call center. In the 21 st century, there is too much competition in the call center market. Certainly, you need to find an effective way to outrank others and get the best quality campaigns. Let’s break out how to get high paid call center campaigns.
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
Zappix
NOVEMBER 11, 2020
Zappix, the leading Visual IVR and Mobile On-Demand Digital Self-Service solutions provider, announced a successful start to Q4, 2020, launching five new implementations of its flagship.
Knowmax
NOVEMBER 11, 2020
Knowledge Transfer: Enable better & faster decision making.
Brad Cleveland Blog
NOVEMBER 11, 2020
In the most engaged teams I’ve seen, there are solid coaching principles at work. But the ultimate leadership secret is to approach training, coaching and performance standards as opportunities to empower your employees to coach themselves. Learn more about how to encourage self-coaching in this video “Coaching for Improved Performance” from my LinkedIn Learning course Customer Service: Motivating Your Team. … The post The Leadership Secret to Effective Coaching first app
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