Steve DiGioia
JANUARY 3, 2022
We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected. The product or service should be reasonably priced and in line with similar products. The product or service should be safe to use.
Myra Golden Media
JANUARY 3, 2022
After the busy Christmas and Boxing Day shopping season, returns start. And if you’ve ever worked in retail or a contact center, you know how challenging this time of year can be. Returns and exchanges make things more complicated because customers making returns are more likely to be already unhappy. So, we need to have a strategy for handling these situations.
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Callminer
JANUARY 3, 2022
There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand.
Bill Quiseng
JANUARY 3, 2022
Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion.
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VirtualPBX
JANUARY 3, 2022
The New R&R. The future of business recruiting and remote working is evolving. And no one knows it better than us. Since 1998, helping companies and teams work and communicate from anywhere has driven the VirtualPBX squad. We constantly improve the transition and communication processes for remote employees because we know the remote work lifestyle is here to stay.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
OrecX
JANUARY 3, 2022
Steve Kaiser, former CEO of OrecX and now GM, OrecX Business Unit of CallMiner, recently participated in a CallMiner webinar. What follows are 5 audio snippets from that webinar in which he details the reasons for the CallMiner acquisition and discusses various aspects around modern and open audio capture. Clip 1: Why OrecX joined CallMiner. Clip 2: Connecting and Enriching Audio Data.
aircall
JANUARY 3, 2022
Welcome to our series about the Aircall engineering journey. Learn more about the interview process , your first weeks , and finally—what to expect during your first quarter and your first year. See our current openings. . Well, we left the last post after you passed the hiring process, celebrating with your former (or even new) colleagues. In this post, I’ll prep you for your first day in Aircall.
NobelBiz
JANUARY 3, 2022
The telephone is still the most common way to get in touch with a company. On the business side, there are various issues associated with managing a massive volume of calls. Many contact centers must develop methods and use their resources to manage client expectations and create a pleasant customer experience. According to Gartner, Inc., by 2022, 50% of major enterprises would have failed to combine interaction channels , resulting in a disconnected and walled customer experience devoid of con
Expivia
JANUARY 3, 2022
Outsourcing your call center comes with a lot of benefits. But, does it come with a lot of costs too? This call center pricing guide can help you figure out what it might cost and how you should budget. Gain an accurate glimpse into the world of customer service pricing, so you know what to expect when you hire your own outsourced contact center. Call Center Pricing Breakdown.
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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
CSM Magazine
JANUARY 3, 2022
The online casino customer experience has been getting a lot of attention in the gambling industry. But is anyone using it to its full potential? Anyone who goes to an ordinary casino understands that the main task of casino managers is to make customers happy. But not everyone wants to go to a casino and play. Moreover, some people do not want to leave their homes at all – they want to stay at home and play in an online casino.
Dialer 360
JANUARY 3, 2022
The most important factor for easy business is efficiency. It matters a lot for making your business eye-catching as well as grabbing more customers. In a call center, efficiency directly impacts success. As you know it is difficult to quantify the efficiency that’s why adherence reporting helps you to solve this issue. Adherence reporting measuring the efficiency of your team on daily basis activities.
SmartKarrot
JANUARY 3, 2022
Conversation AI is a term used more broadly than most people ever realize. AI is used -extensively in our homes to make our lives comfortable. It even helps us in our jobs. You may even go ahead and compare an AI solution to a virtual co-worker who scales your repetitive and time-consuming tasks. Before we head to the maturity levels of AI, it is important to have a basic understanding of the term – Conversation AI and how it can be tailored to different uses.
SharpenCX
JANUARY 3, 2022
For nearly two years, companies have had to meet the flexible needs of their employees. Remote work is here to stay for many industries, but even more so, the future is a flexible workforce. In order to retain top talent, employers must be ahead of the curve to meet new employee expectations heading into the new year. With labor shortages expected to continue through 2022 , managers must place employee and talent retention as a first priority.
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.
SmartKarrot
JANUARY 3, 2022
When I started as a customer success professional, I had no idea about the challenges that I had to face. But after having been in this field for more than a year now, it is safe to say that all the doubts I had have been put to rest for good. I always believed that being in the customer success field would be a rewarding experience. And I am glad I was not wrong at all!
CSM Magazine
JANUARY 3, 2022
As the competition in different markets is growing, customers are becoming more demanding and picky, and they are not hesitant to switch brands after a single bad encounter. Companies must be able to see themselves from their consumers’ perspectives in order to keep their competitive edge, have their clients coming back for more and attract new audiences.
SmartKarrot
JANUARY 3, 2022
Conversation AI is a term used more broadly than most people ever realize. AI is used -extensively in our homes to make our lives comfortable. It even helps us in our jobs. You may even go ahead and compare an AI solution to a virtual co-worker who scales your repetitive and time-consuming tasks. . Before we head to the maturity levels of AI, it is important to have a basic understanding of the term – Conversation AI and how it can be tailored to different uses.
C3Centricity
JANUARY 3, 2022
Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year. Just like 2020, covid has forced all of us to be a little more creative and a little less demanding in our work.
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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 3, 2022
Role: Customer Success Director, Enterprise Location: Remote, New York, United States Organization: Celtra As a Customer Success Director, you will develop customer relationships enabling platform adoption and growth ensuring customers achieve full business value. Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs.
ShepHyken
JANUARY 3, 2022
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Train Your Customer Support Agents To Provide Better Service by Kimberly Zhang. (Entrepreneur) Customer service begins and ends with the way your employees treat browsers and buyers.
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