Contact Center Pipeline
DECEMBER 23, 2021
Recently retired (OK, mostly retired), I felt the desire to reflect on a wonderful and challenging 40-plus-year contact center career. Numerous technological changes have taken place in the industry during that time. We have gone from cord switchboards, ACDs and IVRs to sophisticated omnichannel technologies. The introduction of the web and smartphones, along with artificial […].
HelpCrunch
DECEMBER 23, 2021
They say that customer service technology began with letters and post-pigeon, but in fact, it started long before that. In 1750 BC, a customer demanded a refund for the delivery of the wrong grade of [ … ]. The post How to Provide Online Customer Service: 8 Real-Life Examples appeared first on HelpCrunch blog.
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Totango
DECEMBER 23, 2021
In a recent poll, we asked customer success professionals to rank their top year-end challenge. Not surprisingly, the number one answer was burnout. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS. But add to that a lingering global pandemic and crushing labor and supply shortages, and you’ve got a recipe for disaster. .
Quality Contact Solutions
DECEMBER 23, 2021
Over the years, as a PACE Customer Engagement Compliance Professional (CECP), I have audited dozens of companies for their compliance with telemarketing laws. As you may be aware, the landscape of telemarketing laws can be very complex, with federal regulations written by the FCC and FTC along with considerations for state-specific requirements. Since these laws are ever-changing, keeping up can be a daunting task.
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Spearline
DECEMBER 23, 2021
Nobody likes delays. In the modern world of instant messaging, fast broadband speeds, and direct video conferencing, the last thing anyone wants is to wait. So what happens when a customer is waiting to contact your organization via their phone, and they don’t hear a ring tone until ten or twenty seconds after dialing? Well, for one thing, they can get extremely confused listening to that awkward silence.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ansafone
DECEMBER 23, 2021
It’s safe to say email is one of the most convenient ways for customers to contact a business or organization with questions and/or concerns. What makes this pathway of communication successful is the speed of response times. Customers should be given solutions in a timely manner in order to maintain a positive repertoire that builds … Email Management Provided by Contact Centers Read More ».
Toister Performance Solutions
DECEMBER 23, 2021
What comes to mind when you think of a customer service escalation? Is it an angry customer demanding to speak to a supervisor? Perhaps it's Tier 1 support transferring a customer to Tier 2? Maybe a big issue requires another department to get involved? There's no shortage of those types of escalations this time of year, but there's one escalation that's often overlooked: the escalation from self-service to human-service.
Provide Support
DECEMBER 23, 2021
The post 10 Tips to Help You Get Ready to Customer Service Job Interview appeared first on Provide Support Blog.
Robert Davis
DECEMBER 23, 2021
Welcome to WordPress. This is your first post. Edit or delete it, then start writing! The post Hello world! appeared first on RCDA Contact Center Consultants.
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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
LiveVox
DECEMBER 23, 2021
What does a transformational inbound customer service strategy look like and how does it differ from an outbound strategy? . The post Differences in Inbound & Outbound Custer Service in 2022 (Updated) appeared first on Livevox.
Netomi
DECEMBER 23, 2021
As with any large project or undertaking, metrics are key in order to gauge performance. Are your current processes adequate enough, or is there room for improvement? Metrics are important to track for all aspects of a business, from sales, marketing and financial performance, to overall customer service. When it comes to improving the automation processes of customer service, chatbot evaluation metrics are also critical to track.
Dialer 360
DECEMBER 23, 2021
Seasonal call volume spikes are mostly in the holiday season. As all, we know that vacation time can be stressful for you, your agents as well as your customers. However, it is important to prepare yourself for handling these seasonal call spikes and prevent customer bad reviews, dissatisfaction as well as agents’ frustration. In the holiday season where things did not go smoothly, you consider some points that help you to minimize the seasonal call spikes.
SmartKarrot
DECEMBER 23, 2021
Irrespective of whether you are a start-up or an established B2B SaaS company, one thing that you need to keep in mind: products never remain static, and features keep changing over a while. Certain changes occur through a series of pivots, while others result from slow and steady development. The only thing that needs to be taken into account is change is inevitable.
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.
Beyond Philosophy
DECEMBER 23, 2021
A lot of the deepest beliefs that people have come from stories. The story is what makes the idea believable and compelling. People relate to concepts more when they can associate them with an example of an anecdote. Therefore, telling stories is an integral part of your customer strategy. . The Christmas holiday is built upon the story of Jesus’ birth.
SmartKarrot
DECEMBER 23, 2021
There was a time when technology was despised. And even today, certain people pose ethical questions on customer experience. We understand the dilemma that people are contemplating. In Hollywood movies like Terminator, we have already seen that technology can be detrimental to humanity. But, on the other hand, there are also positive aspects of the growing technology in various industries like healthcare.
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