Fri.Oct 29, 2021

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2020 - The Year (NOT!) Everything Changed

CCNG

We’ve all heard how 2020 is the year everything changed. Well, what if a story about a Tex-Mex restaurant in Dallas highlights how NOT everything changed? In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic.

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Guest Post: How to Choose the Right Call Center Software to Supercharge Your Customer Support

ShepHyken

Sowmya J. is a content developer and a digital media strategist at Knowmax. She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning.

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Top 5 Posts in October

Contact Center Pipeline

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and using these lessons to put our best contact center foot forward. Our authors dive into how to onboard and train remotely, the importance of embracing the cloud and automation capabilities, along […].

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Outsource Consultants Makes a Second Appearance on the Minneapolis/St. Paul Business Journal’s Fast 50 List

Outsource Consultants

Saint Louis Park, MN, October 29, 2021 – Outsource Consultants is excited to announce that we are a Minneapolis/St. Paul Business Journal Fast 50 honoree for the second year in a row. Outsource Consultants, a BPO advisory firm, has been named to the Minneapolis/St. Paul Business Journals 2021 Fast 50 list. This list contains the fastest-growing private companies in the Twin Cities and is based on revenue growth over the past three years.

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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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9 reasons to embrace messaging for customer service

Eptica

Date: Friday, October 29, 2021 Author: Pauline Ashenden - Demand Generation Manager 9 reasons to embrace messaging for customer service. Published on: October 29, 2021. Author: Pauline Ashenden - Demand Generation Manager The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Using the likes of WhatsApp and Facebook Messenger for customer service is also growing – but what are the advantages, and what are the challenges?

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Why Gamification Is Critical To Customer Service

Call Design

The customer service we experience today and our expectations of it are vastly different from what it was two years ago. As many brands no longer have physical stores and in-person sales representatives, building strong customer service through their contact centres has become essential. As an extenuating number of brands have made the transition and upscaled their contact centre resources, providing differentiation between brands at this level has become increasingly difficult.

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5 Ways to Improve Microsoft Teams Call Performance

VirtualPBX

“Bring Your Own Telecom Provider” and “Call Center Software” are two of the main selling points of Microsoft Teams. As a leader in Unified Communication Solutions, we’re excited to share exactly how our native integration will supercharge your Teams experience. Improved call reliability, advanced call routing, and sophisticated call reports are just a few of benefits you can expect from our powerful integration.

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Benefits and Best Techniques for Contact Center Monitoring

Ansafone

A successful contact center is a crucial part of the customer service process. Contact center monitoring ensures that customer calls are recorded and analyzed for quality assurance. The data gathered is then used to provide the contact center with feedback to improve agent performance and performance of the contact center overall. Contact center monitor usually … Benefits and Best Techniques for Contact Center Monitoring Read More ».

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Speech Analytics: Call Center Success Is In The Details

Provana

Speech technologies have a tremendous potential to transform any collection-focused contact center given that most of the consumer-agent interaction is still concluded through voice processes. Speech analytics (SA) is a powerful tool that can get insights into the root cause of a problem to improve and drive business growth. However, just investing in a SA solution isn’t enough to improve your collection yield and scale your business.

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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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8 Things Your Website Needs

CSM Magazine

Whether you’re a business owner, an artist, or a writer who wants to publish your own work, you need a website. It’s paramount to promote whatever you do. Cultivating a central place where your followers, customers, or fans can go to find you is imperative to growing and expanding your passion. However, it isn’t that simple when it comes to building a website.

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ESG Surpasses Annual Records in Three Quarters

Education Services Group

After the best year in the history of the company in 2020, Customer Success as a Service® has surpassed those records with three months left to go in 2021. ESG, the leader in Customer Success as a Service® , is proud to announce outstanding Q3 2021 results. The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies.

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On the Set in NYC - Twitter Live Event with Huawei USA

Jon Arnold

It’s one thing to do a livestream event from the comfort of home at your desk, but it’s something else doing it in a studio with a full production crew. That’s where I was yesterday in New York, doing a Twitter Live event, and while the finished product looks seamless, there was a lot of makeup involved, and all the magic happens behind the camera. In terms of our topic, the focus was on cybersecurity, and the pressing need for a global, standards-based effort to mitigate the risks we all face w

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Customer horror stories: The webinar nightmare

inSided

Are you a webinar fan? A keen attendee? Perhaps an enthused host? If so, you might not be after you read this story. Months of preparation. Meticulous planning. Flawless slides. What could possibly go wrong? If you want to submit your own CS or community horror story, do so here. (You can be completely anonymous!).

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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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Top 10 Ted Talks in Customer Success

CustomerSuccessBox

Who doesn’t love a good TED Talk? And talking about Customer Success, this industry has been growing exponentially. We have here the best 10 Ted talks, you as a CSM or a CS team will love. These will inspire you and help you get even better at Customer Success. Working Backward to Solve Problems. The first step as a Customer Success Manager is always to set goals with your customer.

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Taylor Reach to train county government contact center supervisors lead and effectively manage a remote workforce

Taylor Reach Group

The ongoing pandemic continues to impact on individuals, business and government. Many people have begun to work from home and many businesses and government agencies have been working to determine how they can best meet the needs of their customers and citizens through their now remote contact centers. The shift to remote teams, especially for customer-facing contact teams, is not without its challenges.

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Oct 29 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success Location: Remote, United States Organization: Unite Us As a Director of Customer Success, you will build and maintain strong, long-lasting customer relationships with key stakeholders and executive sponsors by becoming a trusted expert in Unite Us. Hire and lead a Customer Success team that fosters and promotes collaboration and excellence.

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Get Used To It

Taylor Reach Group

By Colin Taylor. We won’t go back to the “before times.” It is a simple as that. Wanting the world to be as you think it should be, rather than as it is, is the textbook definition of neurotic. So buckle up and get ready for the new world. “Hybrid work” is a new and fancy term being thrown around by pundits on cable news and in the press. Hybrid work is often defined as an environment where the staff works a mix of remote and in-office.

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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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SaaS Sales Prospecting – How To Do It Right?

SmartKarrot

It is no surprise that SaaS sales prospecting is no cakewalk. It requires arduous attention, effort as well as time from your end. In fact, prospecting is regarded as one of the toughest part of the entire sales process and demands long hours of identifying clients, writing mails, and calling them up, that too thankless. On top of that, the pressure of the situation, and the time constraints make it worse.

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Reasons That Make Customer Success a Must to be Represented at C-Suite Level

SmartKarrot

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. Thanks to their extensive experience coaching and interacting with customers, CS teams have an exclusive perspective as they are on the frontlines of the customer-company relationship.