Wed.Mar 10, 2021

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Avoiding Work-at-Home Virtual Shock

Contact Center Pipeline

The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted. But for employees, […].

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Culture is Contagious

ShepHyken

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated.

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How Visual Transformation Will Revolutionize Customer Service

TechSee

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. This remote and digital-first world has made service organizations rethink how to engage with customers.

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Are Remote Agents the Future of Contact Centers?

Monet Software

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Is it us, or is the “new normal” starting to feel kind of, well, normal ? We’re all adapting since COVID-19 struck, maybe better than we initially expected. But what does the future hold once this pandemic passes?

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The 2023 Verint Experience Index: Retail

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

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5 Pro Tips for Outsourcing Customer Support

Nicereply

Outsourcing customer support is an effective way to manage your customer service system, but it can be a double-edged sword. Customer support is the backbone of a lasting relationship between you and your customers (current and potential). Your brand can flourish or perish by your customer support system. In fact, a poor customer service experience is one of the top reasons consumers (B2B and B2C) switch brands, providers, or partners.

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Part 3: Three Ways to Achieve Success for Your Customers…and Your Bottom Line

TeamSupport

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.” 1. That’s part of the definition of Customer Success as given to us by the Customer Success Association.

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Best Contact Center Games to Play Remotely

Playvox

At the heart of every contact center is a team of agents who want to show up every day and do their best work. Even when your agents are working remotely, a strong team spirit is central to customer satisfaction and agent performance. How do the best call center managers keep morale high and performance strong when agents aren’t able to interact in person and enjoy the camaraderie of a vibrant contact center?

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Outsourcing Companies Specialize in Customer Service

Anexa BPO

Many businesses are faced with the challenge of low budgets that do not allow for adequate customer service to support growth. However, this is not an area where any business should be cutting costs. Quality customer service requires a competent, responsive team that promotes your brand and keeps customers engaged to encourage customer loyalty. If you’re finding that your customer service activities are suffering, outsourcing companies could be the answer.

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From Cost Center to Value Center – How to Choose Software to Transform Your Small Business Call Center

NICE inContact

The quality of service delivered by small business call centers used to be limited by the functionality of their PBXs or VoIP services. Modern call center software features that can transform the customer experience (CX) were only available to the big guys with their big wallets.

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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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Don’t Get Bogged Down by Decision Paralysis: A 3-Part Checklist to Help You Find the Perfect Cloud Call Center Service

SharpenCX

Did you know 70% of companies will digitalize their business processes and speed up digital transformation by 2022? With cloud platforms taking over the call center industry, many leaders are kicking off their search for the best call center solutions for their business. Sooner or later, you’ll probably wind up in the same boat. As a business leader, it’s your responsibility to choose the right platforms for your agents but to also stay savvy and cost-efficient in your decisions.

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Why BPO Companies Are the Superior Choice for Outsourcing

Anexa BPO

Business Process Outsourcing (BPO) provides access to professional freelance workers or companies specializing in services your company may not have the means to provide. More and more businesses rely on outsourcing via BPO companies to take on any workload that isn’t being efficiently managed. They complete tasks with precision, at a fraction of the cost of most full-time, in-house employees.

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The Law of Unintended Consequences

pindrop

An Excerpt from section 5 of The 2021 Voice Intelligence and Security Report. Unintended consequences is a popular topic when it comes to security. In many ways, security involves the study of unintended consequences, as we monitor. and measure how effective those controls remain through tests of intended and unintended real-world consequences. Whether the consequence of self-service is data leakage or the consequence of loan application ‘scaling’ is fraud abuse, it also can mean that heavy frau

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The Cloud-Native Contact Center: Elastic CX for a Flexible Future

Edify

Attempting to predict the future has always been a risky proposition, and right now it’s harder than ever. In a world full of uncertainty we can only look at the way specific trends are converging and use that insight to project the factors which can impact on business success.

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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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What are the New Trends for AI Contact Center Solutions?

LiveVox

If you asked some C-suite executives or tech leaders, they might have you believe AI contact center solutions mean a room full of robots that have taken over on the customer service front, rendering human agents all but useless. Such visions, ambitious as they might seem, are usually cooked up by big thinkers who are […]. The post What are the New Trends for AI Contact Center Solutions?

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Proactive Customer Service: 10 Steps for Success in 2021

JivoChat

Proactive customer service is more than just a buzzword. What once seemed like a novel tac has been proven to deliver tangible results in increased customer retention, loyalty, and sales. And it’s hardly surprising. When you provide an excellent experience for your customers the first time, why would they not return for more? Customers nowadays want a brand that is interested in their specific needs.

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12 Ways Personal Injury Lawyers Can Give Excellent Customer Service

CSM Magazine

To operate a legal practice successfully you need more than legal expertise to satisfy your clients. Whether you are a personal injury lawyer or deal with business law, you need to adopt a customer-centric approach to achieve client satisfaction and loyalty. Only then will your legal practice thrive and grow. Here are twelve ways your personal injury legal practice can stand out as excellent.

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Real-Time Chat: 3 Benefits for Businesses in 2021

JivoChat

Building a connection with your customers is essential—especially if your business is online. Although shopping for and buying products online has become easier and more convenient over the last decade, it also comes with some downsides. It can create a lack of connection with your customers and leave them out in the cold when they need answers to their questions.

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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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Omnichannel Service is the Secret to Quality Customer Support

Babelforce

True story: I was about to start an 18-hour multi-transfer plane journey when I noticed a suspicious transaction on my banking app. I contacted the bank using the in-app messaging service while on the runway, alerting them to the issue. When the first plane landed, I logged into my email to see a confirmation that the company was looking at the problem.

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Best Call Center Games to Play Remotely

Playvox

At the heart of every call center is a team of agents who want to show up every day and do their best work. Even when your agents are working remotely, a strong team spirit is central to customer satisfaction and agent performance. How do the best call center managers keep morale high and performance strong when agents aren’t able to interact in person and enjoy the camaraderie of a vibrant call center?

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Subscription based services: challenge or opportunity?

5CA

Subscription services have gone mainstream and we’re all aware of their benefits, but they also come with plenty of challenges. What are those challenges? And how can we use them to increase long-term value?

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Aircall accelerates its development by announcing the recruitment of 260 people

aircall

Aircall, a 100% cloud-based phone solution, announces the launch of a plan to recruit 260 people this year. Aircall has completely reviewed its recruitment and integration processes in order to adapt to the current context of widespread telecommuting . Also, Aircall is accelerating its international expansion by announcing the opening of an office in Sydney, Australia.

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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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The 5 W's of Choosing a Call Center Solution

PanTerra

What is a Call Center? A call center is a centralized department to which phone calls from current and potential customers are directed. Call centers can handle inbound and/or outbound calls, and be located either within a company or outsourced to another company that specializes in handling calls. When a business, regardless of size, needs to be able to log/track calls (incoming and outgoing), they require a phone system that has that capability.

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Phone Courtesy 101. Essentials of Business Phone Etiquette

Voiptime

Despite the multitude of digital channels, phone calls remain relevant. Proper call handling can help your business to establish strong relationships with customers by increasing their satisfaction. That’s when business phone etiquette comes into play. Let’s try to outline the main aspects of it.

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Product Owner vs Product Manager: What Is the Exact Difference? Why Is It Important?

SmartKarrot

Are product owners and product managers essentially the same function? Many businesses have the same doubts about the two product functions. What is the difference between a product owner and a product manager? They do overlap but are not the same. In this blog, we will look at how the role of a product manager differs from a product owner. We will also learn the responsibilities and skills of both positions.

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Call Center Training: Using the Right Call Center Training Materials

aircall

Your sales or support call center is a hub of activity. The right people, training, and call center training materials ensure that your call center agents are working hard to enhance the customer experience, even when tasks are piling up. Call center training materials provide your employees with the knowledge and skills to interact with your customers professionally and confidently, as well as perform better under pressure.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Mar 10 – Customer Success Jobs

SmartKarrot

Role: VP of Customer Success Location: San Francisco, CA, United States Organization: UJET.cx As a VP of Customer Success, you will manage both Customer Success & Implementation Teams. This includes assigning accounts, developing staff, and holding them accountable to their responsibilities. Develop and execute success plans to ensure customer growth and product adoption.

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7 customer experience tips for D2C brands breaking into brick-and-mortar

Talkdesk

This is a guest blog post by Amber Scott , head of customer experience, Tuft & Needle. Recently, I had the pleasure of participating in a webinar with Talkdesk to share insights about delivering exceptional customer experience (CX) to support a ‘clicks-to-bricks’ growth strategy. For those of you that could not attend, we’ve captured the top seven CX tips for D2C brands breaking into brick-and-mortar. .