CCNG
JULY 7, 2021
With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. Are they still appropriate for your particular line of business? In speaking with many executives over the years, they have questioned how these metric best practices evolved. You will need to understand your customer tolerances and the financial impact these metrics may have on your business.
ShepHyken
JULY 7, 2021
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
JULY 7, 2021
Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpacks some of the many terms that define the space.
Contact Center Pipeline
JULY 7, 2021
Pinoy Data Capture Inc. (PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve their efficiency and reduce their costs. Contact Center Pipeline recently had the opportunity to sit down with Mario Fernandez, CEO of PDC, to discuss their organization and what they do. Q. […].
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Peter Lavers
JULY 7, 2021
Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. It was a wide-ranging discussion covering: How has the emerging discipline of “data science” helped companies’ loyalty programmes be more insight-led? Has it made “segment of one” theory possible? How do CVM and the loyalty programmes interact within businesses?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Quality Contact Solutions
JULY 7, 2021
We’ve all heard about data breaches and cybersecurity issues where customer data was compromised. If your company or any third-party vendor you may work with is responsible for handling or storing client information, do you know that the data is safe? If the answer is anything but yes, let’s talk about why you should care about SOC 2 compliance.
VirtualPBX
JULY 7, 2021
Today’s guest post was written by HostingPill, a reviewer of website hosting options for individuals and businesses. Taking precautions to protect your WordPress website can help ensure you are protecting your business’s website from cybercrime activities. Today, we’ll share five WordPress security tips that are easy to follow yet effective in keeping you safe.
SharpenCX
JULY 7, 2021
As we emerge from the longest year ever and companies gear up for the “great rehiring” happening in our post-pandemic world, managers and HR reps have to adapt to the changes in hiring. As much as the workforce has been shaped by the COVID-19 pandemic, hiring too has changed with the times. SHRM reports that virtual hiring is here to stay. And internal hiring, filling new roles with existing employees, is up 20% since the onset of COVID-19 (and will continue to increase over the next year).
aircall
JULY 7, 2021
A customer-first culture makes for a successful business. You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in customer satisfaction rates.
Advertisement
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
ClientSuccess
JULY 7, 2021
Customer success managers are tasked with being great at a lot of things. Project management, sales, issue mitigation, etc. – the list could go on and on. This is why requiring CSMs to be excellent at leading strategic planning conversations with customers can sometimes be a little tricky. For many customer success departments, however, CSMs are responsible for managing customer relationships and moving them forward as well.
Enghouse Interactive
JULY 7, 2021
Now It’s A Reality. Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy.
LiveVox
JULY 7, 2021
Call center analytics play a vital role in the success of your organization. Call center performance depends on the kind of experience being provided. Whether customers reach out to take care of a routine task or with a complaint, they expect to find answers with ease. When they don’t, they’re left with negative impressions that […].
Education Services Group
JULY 7, 2021
Four-Year Extension and 10x Scope Expansion Increases Adoption of Customer Success as a Service ® Customer Education Offering with Existing Technology Client. ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to extend and expand its relationship with a current client, a global leader in the Customer Experience and Call Center Technology space.
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.
Certified Languages International
JULY 7, 2021
Source: mododeolhar from Pexels. “Have you ever thought of being an interpreter?” a family friend asked me almost 15 years ago. I hadn’t. “It’s when you translate a conversation between two people who don’t speak the same language,” she elaborated. I had an idea of what it meant to do this because I’d done it for my Spanish-speaking family members for many years, but I always thought I was translating for them, and I never imagined I could be paid to do this.
Calltools
JULY 7, 2021
Running a successful call campaign means finding the best way to sell a product or service to consumers. You have the product, the scripts and the employees. But that isn’t enough. When you plan a campaign for your call center, don’t forget to consider which dialer will work best. For many industries, a predictive dialer is the best choice for enhancing your company’s success.
inSided
JULY 7, 2021
Now that Integration Week is a wrap, it’s time to put our focus back on This is Digital Customer Success – the blog series where we set out to get clarity on all things Digital CS. In our previous post, we took a closer look at some of the key channels for your digital-led customer journey. This week, as promised, it’s time to get practical!
Edify
JULY 7, 2021
Contact: Liz Cahill for Edify Labs.
Advertisement
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.
Genroe
JULY 7, 2021
CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. [Research – Practical Implications]Escalation of Loyalty and the Decreasing Impact of Perceived Value and Satisfaction over Time [Link] This research reviews what drives loyalty for e-commerce customers but has implications […].
Knowmax
JULY 7, 2021
Slow response rate: Check 5 tips for quick answers to customer queries.
SmartKarrot
JULY 7, 2021
Role: Director, Customer Success Location: Remote, New York, United States Organization: SecurityScorecard As a Director of Customer Success, you will manage the gross and net retention of a book of business; including forecasting, strategy development and efficient execution. Hire, train, coach and lead a team of customer success managers. Collaborate with the regional sales team on strategic growth initiatives.
Tethr
JULY 7, 2021
We’re halfway through our latest podcast series ! If you’ve been listening along as each episode rolls out, you’ll have followed along with us as we traced the origins of customer effort, explored the findings that revolutionized CX in The Effortless Experience , and began to unpack how customer loyalty really works. This month, we dove even further into the science behind measuring customer effort with AI and machine learning—including the birth of our very own effort score, the Tethr Effort In
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!
SmartKarrot
JULY 7, 2021
While it is your customers that the success of your business thrives on, it makes perfect sense to retain them and do whatever it takes to fulfill their satisfaction. On that note, a well-planned customer retention analysis helps you to know what glues your customers in and what rips off the glue. If that is what you have been wondering off-late, this blog will surely bring you some solace.
pindrop
JULY 7, 2021
Today’s fraud tools are typically designed to focus on real-time prevention at the customer access point. Limiting fraud detection to look at real-time events can miss a bigger picture of fraud. Knowing whether a caller can be trusted is critical, but what about the account they are trying to access? Has that account been accessed by 10 other people on the same day?
JivoChat
JULY 7, 2021
Today’s consumers are plugged in and connected. Our technological world means the customer journey often takes place entirely online, so digital engagement is more important than ever. Just how important is digital engagement? E-commerce sales are projected to account for 22% of all retail sales by 2023 , up from 18% in 2021. This rapid growth is creating opportunities and putting competitive heat on web-based sales.
CSM Magazine
JULY 7, 2021
Too many organisations underestimate the power of voice and yet it continues to be the building block of an effective omnichannel customer engagement strategy. Kris McKenzie at Calabrio suggests the secret to success lies in blending voice, and its unfiltered insights, with your CRM to build better customer journeys. . In Calabrio’s recent blog “Harnessing CCaaS and CRM solutions: what’s the missing link?
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
JustCall
JULY 7, 2021
JustCall is back in the second quarter with a lot to share! JustCall and team have been working hard to bring customer happiness and satisfaction with new changes and improvements. And we are happy to share here all that we achieved because of the love and support from our customers! So, here's a quick brief of the latest news and product updates in Q2 of 2021: 1.
Expert insights. Personalized for you.
195 
Let's personalize your content