Education Services Group
JANUARY 4, 2023
It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. While it’s hard to predict what will happen in 2023, we all still try to plan ahead as much as possible. For many of us, that means taking stock of our near and far-term goals and choosing New Year’s resolutions to help us hit the ground running in the new year.
ShepHyken
JANUARY 4, 2023
Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format.
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CCNG
JANUARY 4, 2023
Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted partner in providing the things that they need and want in their lives. Traditionally, focus has been put on training agents to pro vide friendly, empathetic service, along with training on product and service information.
Contact Center Pipeline
JANUARY 4, 2023
Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023. As Sandrine says, “What we’re seeing already – and will see more of in 2023 – are no longer reactive operational changes but tailor-made, organized approaches that champion total […].
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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
Jon Arnold
JANUARY 4, 2023
Happy 2023, all! As busy as 2022 was, this year is already looking like more of the same. Lots to write about and lots to talk about, and the latest from my end can be found in the current editions of JAA’s Communications and Collaboration Review and my Watch This Space podcast. If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nicereply
JANUARY 4, 2023
Get ready for 2023! Set up a customer service strategy that works and saves your costs. Due to the unstable economic environment , the world is challenged with today, businesses will be looking toward optimizing their operational costs and reducing expenses in 2023. That will ultimately lead to customer service and support teams being pressured to ‘do more with less’ , as customer support is still seen as a cost center by many organizations.
FluentStream
JANUARY 4, 2023
Originally published by The Fast Mode Many believe outsourcing customer service is the obvious choice in today’s climate of cost-cutting and running a lean business. It’s considered less expensive, more scalable and easier to manage with an external call center. Read More. The post Employ (Don’t Outsource) the Customer Service Experience appeared first on FluentStream.
CSM Magazine
JANUARY 4, 2023
So you’ve worked out the kinks in your services and product offerings, but what about your customer service? Good customer service is an absolute must for any business hoping to do well in today’s hyper-competitive market. Even the slightest slip in customer support can have a disastrous impact on your brand’s reputation, causing dire consequences for your bottom line.
Hello Customer
JANUARY 4, 2023
A lot has been said and written about traditional retail in the past years. 2023 will undoubtedly bring more changes to the retail sector. But one thing is for sure, traditional retail is not dead. Even stronger, retail companies that manage to adapt themselves right in the coming years have a bright future ahead of them. How exactly? We asked our CEO Leslie for her view on the matter.
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!
DMG Consulting
JANUARY 4, 2023
Getting a Great Start in 2023. Welcome to 2023. It’s a new year which gives us a fresh start; one with new opportunities, hopes, and challenges. This is also the case for your contact center and other front and back-office service and sales organizations. While we cannot forget the past, we can’t alter it, so let’s concentrate on what we can influence and change – the future – and, the opportunities have never been better.
Brad Cleveland Blog
JANUARY 4, 2023
Focusing on improvements at the process level is so powerful. I once did some work for a company that provides software packages for businesses, and I spent some time in their customer support area, the team that provides technical support to customers. A lot of things … Continue reading → The post Stories from the Field: Improving the Service Process appeared first on Brad Cleveland.
SmartKarrot
JANUARY 4, 2023
Role: Director of Customer Success Location: Remote, United States Organization: Slync.io As a Director of Customer Success, you will plan, lead, organize and control multiple project initiatives in accordance with the approved scope and schedule. Engage Sales, Solutions, and Product/Engineering to validate new business scope as it pertains to customer contract documents, technical specifications, and data analytics to ensure correct technologies are selected to support customer requirements.
Brad Cleveland Blog
JANUARY 4, 2023
Focusing on improvements at the process level is so powerful. I once did some work for a company that provides software packages for businesses, and I spent some time in their customer support area, the team that provides technical support to customers. A lot of things … Continue reading → The post Stories from the Field: Improving the Service Process appeared first on Brad Cleveland.
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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.
SmartKarrot
JANUARY 4, 2023
Net promoter score (NPS) is one of those must-have metrics for customer experience. It shows the loyalty a customer feels for an organisation and how many customers think this way. In addition, a positive NPS is always a good indicator of organisational health –your business is growing, there is enough market goodwill, and retention rates are sufficiently high.
Hodusoft
JANUARY 4, 2023
The CSAT: Measuring Customer Satisfaction in a Contact Center. For every complaint a contact center receives, there are around 26 clients who are dissatisfied with the service but prefer not to express their displeasure. That’s a statistic worth taking note of, that there are many who choose to remain silent and though you think you may be doing extremely well, you may actually not be!
Spearline
JANUARY 4, 2023
In the last 8 years I’ve been on this journey of WebRTC testing and monitoring with testRTC, I had a chance to learn a lot from our customers. I’d like to share some of these learnings with you, focusing on WebRTC stress testing: #1 – WebRTC stress testing comes in different shapes and sizes When developing a WebRTC application, there comes a point in time when you need to scale that application – make sure it works for more users, in more locations, in more ways.
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