Wed.Mar 23, 2022

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Good Habits Are Just as Important as Talent and Skill

ShepHyken

I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg. He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. At the top of the list was being on time. . I’ve seen lists like this before. They include being on time, having a good work ethic and a positive attitude, doing more than expected, and more. .

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Serve the Customer as They Want to be Served!

CCNG

?Those working in the call center industry find themselves in an interesting situation. There is a lot of pressure to contain costs and standardize the support being provided, but we are not in a “One Size Fits All” business. Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options.

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Return to the Office Causes Angst in the Philippines

Transparent BPO

Redundancy plan necessary to limit exposure By Scott Newman, CEO, Transparent BPO An innocent-sounding decision to help local businesses in the Philippines risks upending the BPO industry here. As with all government decisions, some background is helpful. During the height of the pandemic, the Fiscal Incentives Review Board (FIRB) announced that business process outsourcing (BPO) […].

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Let’s be GREAT out there!

Bill Quiseng

“People need to be reminded more often than they need to be instructed.” Samuel Johnson. In the 1980s TV police drama series, Sgt. Phil Esterhaus, portrayed by Michael Conrad, cautioned his officers at the end of roll call with “Let’s be careful out there” When I was GM at The Henry Dearborn-Autograph Collection, Dearborn, MI, one of our senior sales managers ended their daily morning stand-up meeting with “Let’s be safe out there” But I told them

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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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Enhanced customer experience through detailed WebRTC insights

Spearline

By utilizing WebRTC in your application you kept your customers happy by eliminating the need for them to download anything. Everything works in their web browser enabling them to use features such as video and chat quickly and easily. The peer-to-peer technology enables your customers to speak directly from one web browser to another; providing them with higher performance and lower latency.

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Nuance honored with six 2022 Stevie® Awards

Nuance

The annual Stevie® Awards for Sales & Customer Service are an important milestone each year where Nuance and its customers are recognized for their innovation, execution, and commitment to customer service. Having been awarded nearly 50 Stevie Awards in the last decade, Nuance has demonstrated its leadership in evolving the contact center to meet the [.

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Call Center Culture and The Secret Sauce of a Successful Phone Call, with Richard Blank

NobelBiz

Richard Blank, outsourcing industry leader and the CEO of Costa Rica's Call Center, joins our podcast for a brilliant episode on leadership, culture and much more! Tune in for a new story, one of many twists and turns, while Richard is taking us along his fascinating journey of building and leading one of the largest BPOs of Central America. The post Call Center Culture and The Secret Sauce of a Successful Phone Call, with Richard Blank appeared first on NobelBiz®.

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How to improve customer experience using psychology

OctopusTech

We have seen some of the popular brands that create the most memorable and successful customer service stories and we have also tried to follow them. But rather than following, we should see what they really do that gives them the best result. Customer experience using psychology is one of the most important factors for any business success. It is also important to monitor whether you have managed to achieve your goal or not. .

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Gitlab CI Automation: Nice Things to Know Before Starting

aircall

At Aircall , we recently migrated from Bitbucket to Gitlab. At the same time, we also decided to get away from Circle CI to run self-hosted Gitlab CI runners managed by our SRE team. This move resulted in the migration of 6 pipelines and 19 jobs for Gitlab CI. In this post, I will share some advice that I think is nice to have in mind when automating your CI with Gitlab CI.

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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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How Your Sales Reps’ Beliefs About Selling May Be Quietly Working Against Them

Integrity Solutions

Imagine that you coach a college rugby team. You have a potential star player. He’s big, fast, talented, has a mean sidestep, the team respects him. However…he doesn’t really have much passion for rugby itself. He was a star football player in high school who didn’t get the college scholarship offers he had hoped for. He walked onto the rugby team more as something to do to stay in shape than anything else.

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Infographic: 5 Cloud Technologies Essential for Today’s Workforce

Momentum Telecom

Today’s hybrid and remote teams rely on cloud technologies to stay productive and connected from anywhere, on any device. Momentum offers the key cloud technologies your clients are looking for. Find out more in this infographic: The post Infographic: 5 Cloud Technologies Essential for Today’s Workforce appeared first on Momentum Telecom.

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4 Clear-Cut Compensation Models for CSMs

Education Services Group

It’s really easy to get tangled up in the nitty-gritty when you’re building a new compensation plan for your CSMs. There are so many questions to answer. If you own renewals or expansions, which revenue goals make the most sense for CSMs? How do you tie your team to a meaningful revenue metric if you don’t? Should you focus on lagging or leading indicators ?

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Free Webinar: Building a Seamless Omnichannel Strategy

CSM Magazine

Are you providing your customers with a range of engagement channels that satisfy their desires? If not then you organization is failing in a critical piece of today’s customer experience puzzle, and it’s costing you your customers, your reputation and your revenue.

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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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2022 Trends Forecast: Retail Customer Experience

LiveVox

At best, you can only make educated guesses about what's in store for the future of retail. Between the ongoing labor shortages, inflation, ongoing pandemic, and the volatility of the stock market, it is hard to predict what’s in store for 2022 retail. One thing is for sure, a retail reset is long overdue and can create a more stable and profitable retailer landscape.

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An Ultimate Guide on Real Estate Chatbot 2022

kommunicate

Last Updated on March 23, 2022 It’s 2022, and chatbots have progressed to the point that they now touch practically every facet of the business. Agents don’t have time to respond to every message they address because they are full-time real estate professionals. As a result, it’s time to invest in a real estate chatbot [.]. The post An Ultimate Guide on Real Estate Chatbot 2022 appeared first on Kommunicate Blog.

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The opportunity for 3PL providers to transform shipper and carrier partnerships with AI

Netomi

As consumer behavior rapidly changed during the pandemic, accelerating the shift from in-person to online shopping and the expectation for speedy shipping, the Third-Party Logistics (3PL) industry has boomed. 63.5% of shippers now outsource their warehousing activities to 3PL providers 1 , 81% outsource domestic transportation 2 (which is the most common services outsourced 1 ), and 44% outsource freight forwarding 3. 3PLs are an essential component of moving goods through the supply chain and u

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How does the ‘Sundown Rule’ Relate to Customer Success?

CustomerSuccessBox

It’s amazing to see how Customer Success relates to different aspects from all walks of a normal human life. Consider the following scenario: you have a question or a need, and you contact your lender, health insurer, lawyer, or even a house repairman. What if they don’t react within a day or a couple of days? It’s difficult to know what’s going on and when you’ll get a response or answer.

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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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Customer Success Manager Roles and Responsibilities

Genroe

More organisations are employing Customer Success Managers. Learn what CSM’s do, why they are important and the KPIs they use. The post Customer Success Manager Roles and Responsibilities appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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Customer Success Agenda VS Customer Success Objective

CustomerSuccessBox

As a Customer Success Manager , your main goal is to ensure that your customers have a great experience. And to make sure that your customers get the maximum value out of your product. While a day in the life of a Customer Success Manager (CSM) is imaginably packed with a lot of meetings with customers. It becomes undoubtedly important to make sure that the meetings with customers are always performed in a smooth and goal-oriented manner.

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ROAS for eCommerce: How Retailers Can Track Campaigns for Improved Profit

Infinity

It comes as no surprise that the pandemic has put pressure on many industries, but retailers have found it particularly challenging. Marketers too are feeling the squeeze, with a recent survey finding that marketing budgets have dropped by almost 5% in the last year. This makes accurately tracking ROAS more important than ever. Understanding your ROAS can help you understand what’s working, optimise your marketing campaigns, and make your budget work harder than ever.

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How To Create Effective Troubleshooting Flowcharts For Customer Service?

Knowmax

The post How To Create Effective Troubleshooting Flowcharts For Customer Service? appeared first on Knowmax.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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A Game Plan for FSI’s and Credit Unions (Blog Series)

Enghouse Interactive

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Managing customer feedback in real time

Brad Cleveland Blog

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. This video explores what it takes to respond to feedback as it happens, the tactical aspect of managing customer feedback.

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Mar 23 – Customer Success Jobs

SmartKarrot

Role: Global Customer Success Director Location: San Francisco, CA (On-site) Organization: Peeple Inc. As a Global Customer Success Director, you will manage a fast-growing, global team of Customer Success Managers. Develop and deploy strategies, action plans, and playbooks to improve NPS, product engagement, and customer retention outcomes. Lead team in the development and achievement of quarterly OKRs and Key Performance Indicators.

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How to Measure the Return On Investment (ROI) of Your Contact Center Solution?

NobelBiz

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. You are aware that technology will be critical in 2022 and beyond for the industry.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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10 Practical and Easy Ways to Improve Customer Responsiveness in 2022

SmartKarrot

It is known that COVID-19 transformed how businesses worked. The economy opened up, and customer communication dynamics revamped. Businesses today need to be open and responsive to customers. There is a need to communicate and be as transparent as possible. Customer experience is an agreed-upon differentiator for businesses. A huge part of customer experience is how responsive the business is.

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Is Your Cloud Call Center Solution Missing These 7 Must-Have Features?

Babelforce

A robust and adaptable cloud call center solution is an essential tool for any customer service operation. But – not all solutions are built equally! If you choose the wrong one, you’ll miss out on a whole range of features that could benefit your agents and customers, now and into the future. In this article we’ll take a look at seven features that your cloud call center software really must have.

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Best SaaS Customer Engagement Model for 2022

CustomerSuccessBox

“You cannot buy engagement, you have to build engagement” Whether or not your SaaS company provides huge customer success, it is substantial that a customer engagement model oversees proactive engagement with clients. In this blog, we will cover the distinctive engagement approaches across onboarding and retention. What is a Customer Engagement Model?

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