Thu.Feb 23, 2023

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Meet Your Future Contact Center Superstar

Contact Center Pipeline

As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out call center staff.

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Critical Issue: How to Increase Your Price Without Losing Customers

Beyond Philosophy

Alan Flower is in a pickle, and he came to us for help on a recent podcast. Flower asks, “How can I increase prices and not lose customers?” Since I figure with rising supplier and material goods costs, not to mention energy costs increases, many of you are facing the same issue, I thought we could also discuss it here. I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much b

Education 195
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Maximize Your Investment in Upskilling Agents

TechSee

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling. Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first

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Revolutionizing Healthcare: The Benefits And Challenges Of Booking Doctors Appointment Online

kommunicate

Last Updated on February 24, 2023 The average patient waiting time for a new doctor’s appointment is 10 days in the United Kingdom, according to this report. In the US, this time can go as high as 22 days. Booking a doctor’s appointment is a cumbersome process, and it must be seamless considering the fact that [.] The post Revolutionizing Healthcare: The Benefits And Challenges Of Booking Doctors Appointment Online appeared first on Kommunicate Blog.

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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 tips to supercharge your CS operations playbook

Totango

Challenging economic times really put pressure on teams to retain revenue. How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. By collecting and analyzing data that helps you implement and understand the effectiveness of customer success initiatives, CS operations can tie impact to key business outcomes and the bottom line.

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Why You Don't Just Need Customer Support - You Need Multilingual Customer Support

Helpware

One of the most significant challenges companies face is how to scale internationally. A critical component of that expansion is having multilingual support. Although English is the most popular language online, it only represents 25% of the world's internet users. If companies want to expand to new countries, they must support multiple languages.

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Is It (Past) Time to Review Your Contact Center BCDR Plan?

LiveVox

Developing and maintaining a comprehensive business continuity and disaster recovery (BCDR) plan is a demanding and resource-intensive activity. It’s easy to see why so many businesses adopt a “set it and forget it” approach to disaster recovery. But if the last time you reviewed your plan was before the COVID-19 pandemic, you likely have considerable […] The post Is It (Past) Time to Review Your Contact Center BCDR Plan?

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Why good customer service is essential for a successful business

JivoChat

Good customer service is an essential part of any successful business. Providing excellent customer service helps to build trust and loyalty in customers, which can lead to increased sales and profits. It also has a positive effect on the reputation of any business, leading to more customers and better word-of-mouth referrals. Therefore, it’s important for businesses to ensure that they prioritize good customer service in order to maximize their success.

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Top Takeaways from the 46th Annual Training Conference & Expo

Transparent BPO

Developing Your Talent Pipeline and Other Hot Topics Training, leadership development, learning and performance professionals came together in Orlando for the 46th Annual Training Conference & Expo. Hugh Rumbaugh, Director of Digital Learning at Transparent BPO, was our eyes and ears, recording his top takeaways and how they can apply to the contact center industry. […] The post Top Takeaways from the 46th Annual Training Conference & Expo appeared first on Transparent BPO.

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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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7 Ways the Health Care Industry Uses Outbound Telemarketing Services

Quality Contact Solutions

The COVID-19 pandemic undoubtedly disrupted the health care sector as it did for most industries. Providers, patients, and sales teams alike had to adapt quickly. In-office appointments for sales reps came to a halt, as did most travel within their territories. Telehealth appointments for patients skyrocketed, and we saw enhanced safety measures for in-office appointments.

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The two most important stages of customer lifecycle management in uncertain times

ChurnZero

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling.

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What Is CPaaS Solution? Communications Platform-as-a-Service

NobelBiz

Communication is at the center of today’s business world, as well as a critical differentiator in this dynamic and competitive market, which has been altered by the epidemic. Real-time communication has become a way of living thanks to the arrival of broadband Internet and a growing generation of know-hows. While integrating real-time communication into any application is economically significant, it may also be problematic due to the high cost of infrastructure and back-end interfaces.

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7 Key Reasons to Choose Onshore Call Center Outsourcing

Working Solutions

Finding a contact center solution that is both efficient and cost-effective can be challenging. While outsourcing customer service functions overseas lowers operating costs, it carries with it certain risks that may outweigh the savings.

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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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Preview, Progressive and Predictive Dialers. Which One to Choose?

NobelBiz

Whether it’s for customer loyalty, collection, surveys or telemarketing, dialing technologies are indispensable tools for any contact center. These technologies offer three ways of phone campaign management known as preview, progressive and predictive dialer. As well as a number of options to increase accessibility to called customers and optimize the occupation of agent teams.

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CX – The ROI of phone number testing

Spearline

Phone number testing and voice quality testing may not be familiar to some. But, to the many businesses that proactively test and monitor, the return on investment is clear. Even the smallest business now has the opportunity to reach global markets. Consumers and b2b customers are growing more comfortable with online transactions. As comfort grows, so does the value and complexity of those transactions.

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The two most important stages of customer lifecycle management in uncertain times

ChurnZero

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling.

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6 Unique Startup Financing Strategies

CSM Magazine

The greatest challenge many new business owners face is financing. They have excellent ideas and remarkable business plans but no money to take full advantage of the presented opportunities. As a result, many businesses never get off the ground. Fortunately, entrepreneurs can utilize several unique financing strategies to get their ventures up and running.

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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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What Is CPaaS Solution? Communications Platform-as-a-Service

NobelBiz

Communication is at the center of today’s business world, as well as a critical differentiator in this dynamic and competitive market, which has been altered by the epidemic. Real-time communication has become a way of living thanks to the arrival of broadband Internet and a growing generation of know-hows. While integrating real-time communication into any application is economically significant, it may also be problematic due to the high cost of infrastructure and back-end interfaces.

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Future Group Drives Productivity Gains with BigChange Job Management

CSM Magazine

Award winning electrical services company Future Group, has boosted productivity and is seeing an 80 per cent increase in efficiency following the roll out of a job management system from BigChange. The Essex-based company, which provides Lighting and Electrical, EV charging, Fire and Life Safety, Refurbishment, and Security services, has virtually eliminated paperwork with the cloud-based software that provides customisable, digital workflows, real-time vehicle tracking and intelligent scheduli

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Preview, Progressive and Predictive Dialers. Which One to Choose?

NobelBiz

Whether it’s for customer loyalty, collection, surveys or telemarketing, dialing technologies are indispensable tools for any contact center. These technologies offer three ways of phone campaign management known as preview, progressive and predictive dialer. As well as a number of options to increase accessibility to called customers and optimize the occupation of agent teams.

Scripts 52
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Secrets of the Successful Telemarketers on Objection Handling In B2B and B2C Phone Sales

Voiptime

In this issue regarding common sales objections whether B2C and B2B sales calls, you’ll discover: 1. The essence of the B2C objection definition and ways to handle them; 2. The nature of the B2B objection definition most telemarketers today overlook; 3. How to handle objections in B2C and B2B and how much calling is too much? 4. Proven ways and guidance to overcome objections in sales; 5.

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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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Zappix Expands Within Healthcare and Signs another Gastroenterology Provider for its Digital Patient Engagement Solution

Zappix

Zappix, a leading provider of Digital Patient Engagement solutions and On-Demand Visual Self-Service, has signed with a healthcare provider in the United States.

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Employee Engagement: The Key Driver and 4 More

Brad Cleveland Blog

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose. Watch this video from my LinkedIn Learning course “The 10 Pillars of Customer Experience” and learn more … Continue reading → The post Employee Engagement: The Key Driver and 4 More appeared first on Brad Cleveland.

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Feb 23 – Customer Success Jobs

SmartKarrot

Role: Senior Customer Success Executive Location: Seattle, WA, United States (On-site) Organization: Siteimprove As a Senior Customer Success Executive you’ll achieve and surpass the overall customer retention targets with the targeted clients. Establish important milestones and goals with strategic customers, develop key performance indicators, and assist the customer in realising their definition of success.

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How to Create an Effective Business Text Messaging Strategy – The Ultimate Guide

Quiq

U up? Text messaging replaced other communication methods for consumers all over the world. So why wouldn’t that extend to businesses? Business text messaging is a great way to communicate with customers on their terms in their own messaging app. But it can be a challenge when you don’t have a plan. Customer service is complex on its own, so taking it to a new medium only makes it harder.

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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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Balto Introduces Real-Time Notetaker to Eliminate After-Call Work, Increase Agent Efficiency

Balto

First-of-its-kind technology uses AI to automate tedious post-call work St. Louis – Balto, the first company to provide real-time guidance for contact centers, has announced its newest innovation to empower agents and increase efficiency: Real-Time Notetaker. Real-Time Notetaker uses an AI-powered language model to generate automatic summaries of agents’ customer conversations.

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Customer Success Drives Business Success

Anexa BPO

Customer success agents pick up where sales agents leave off and have the single most influence on the customer journey. They are communicators, listeners, problem solvers, and educators, and ultimately take responsibility for – that’s right – ‘customer success’. This customer-centric approach focuses on delivering value and ensuring the long-term satisfaction of customers.

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What Is UCaaS? And What Are Its Benefits For Contact Centers?

NobelBiz

Employees of a firm may interact from anywhere and at any time using a basic internet connection and a linked device, thanks to the proliferation and democratization of linked tools (smartphone, tablet or computer). Internal and external communication modalities have also changed dramatically, providing a variety of instruments for exchanging information among colleagues as well as with consumers and suppliers.