Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability.

Call Center 345

Call Center Contact Center Finance Consulting 345

Steve DiGioia

FEBRUARY 4, 2021

Earlier today I got into a silly conversation with a friend about one of the biggest issues that we face today – Which donuts are better, those from Dunkin Donuts or Krispy Kreme? Regardless of the answer, this question brought me back to one of the earliest posts that I wrote on my blog and I wanted to share it with you. Here goes…. After running chores early one Super Bowl Sunday, I reminded my wife that we needed to be home in time to watch the big game.

Customer Experience 195

Customer Experience Customer Service 195

Contact Center Pipeline

FEBRUARY 4, 2021

Customers typically leave due to price, product or service issues. As a contact center leader, you may not have direct control over price setting or production quality. However, your team has an outsized impact on customer experience. While retail locations, distributors and marketers all have customer touchpoints, the contact center is where some of the […].

Customer Experience 189

Customer Experience Contact Center Marketing Self service 189

CX Global Media

FEBRUARY 4, 2021

To become a customer experience legend, you need leadership bravery. To be a customer experience expert, you have to choose and be deliberate about what. Read more. The post What Is a Customer Experience Expert and How Do You Become One? appeared first on Customer Experience Strategy and Tactics.

Customer Experience 156

Customer Experience 156

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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.

Fonolo

FEBRUARY 4, 2021

Many hands make light work, so the saying goes. However, it doesn’t always make for the desired outcome. This is especially true when it comes to contact center outsourcing. It may be tempting to hire an external team when faced with high call volumes, but in doing so, you risk lowering the quality of your customer experience. Luckily, there are many tools and technologies out there that can help you avoid the need for outsourcing.

outsourcing 154

outsourcing Contact Center Technology Interactive Voice Response 154

Toister Performance Solutions

FEBRUARY 4, 2021

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. We had a last-minute cancellation in December. In the past, this revenue would have been hard to replace.

Marketing 131

Marketing Management Customer Service 131

GetFeedback

FEBRUARY 4, 2021

Three ways to prove the return on investment of your ecommerce feedback program.

Feedback 174

Feedback 174

Customer Service Life

FEBRUARY 4, 2021

Caviar limes are a cult classic with FruitStand customers. Some purchase them every month, hooked on these pickle-shaped pinky finger-sized fruits. Slice them in half then squeeze out the inside of the fruit, literally crunchy sparkling citrus pearls, onto guacamole, fish or in a margarita. They make any meal unique! FruitStand is an online marketplace that partners with small farms across the United States to bring high quality, often times super weird, limited seasonal produce to the doorsteps

Advertising 92

Advertising Metrics Feedback Customer Service 92

Hero Digital

FEBRUARY 4, 2021

Baby Boomers are predicted to pass $8.8 trillion in assets to the generations following them over the next decade. Financial institutions need to be prepared to connect with these younger customers, taking into account how each generation’s bank relationships differ. While Boomers have historically been very loyal to their banks, Gen X customers tend to be a bit more skeptical of their financial institutions.

Banking 98

Banking Accountability Technology Marketing 98

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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

Surveys

VirtualPBX

FEBRUARY 4, 2021

Today’s guest post was submitted by Kyla Stewart at Outreach Mama , a link building and online authority agency. Starting a new business can come with plenty of different costs you may be responsible for. One of the biggest and most important of all of these costs is equipment. An office equipment list may contain dozens of different pieces of furniture and electronics that your company may need to get off the ground.

Finance 93

Finance Banking Technology 93

Talkdesk

FEBRUARY 4, 2021

Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. By now, many contact center agents have settled into their new remote work routines, and research shows that they may be in it for the long haul. According to Gartner, 82% of companies will allow employees to work remotely at least some of the time, while nearly 50% of companies plan to make remote work permanent.

Metrics 87

Metrics Abandon rate Technology Customer Experience 87

Outsource Consultants

FEBRUARY 4, 2021

A few years back I needed a plumber, and I didn’t necessarily have the time to spend weeks uncovering and vetting out my options. So I did what a lot of people do: I turned to Google, and hired a large company with an enormous marketing budget that helped to place them prominently in the search results. They showed up a day late with no apology. While they technically completed the job, they didn’t do it in the way they had originally promised.

outsourcing 76

outsourcing Call Center Marketing Business Process Outsourcing 76

Nicereply

FEBRUARY 4, 2021

While experience is useful, it is essential to recognize the gaps and nuances in every business that differ from others. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. A cornerstone of providing a consistent, high-quality customer experience is a process that is continuously reviewed and that morphs as your team, product, and users mature.

Analytics 83

Analytics Customer Support Customer Experience Education 83

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.

Customer Experience

LiveVox

FEBRUARY 4, 2021

Customer support and success can often get buried behind other business needs like product, marketing, and sales. However, creating a high-level customer experience, retaining customers, and creating loyal advocates, is extremely valuable to any business. We combed the internet to provide 30 stats that emphasize the importance of prioritizing customer experience.

Customer Experience 77

Customer Experience Sales Customer Support Marketing 77

NICE inContact

FEBRUARY 4, 2021

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents. As we reflect on the past year, we are proud of our efforts to assist customers new and old.

Customer Service 71

Customer Service Customer Experience Scripts Contact Center 71

SharpenCX

FEBRUARY 4, 2021

If you’re wondering how to start a call center, chances are, what you’re really looking for is an action plan to scale your customer service team. You see, modern call centers don’t have to look like the inundated image we’re all too familiar with. You know the one: agents packed in gray cubicles with headsets glued to their ears from 8-5, hating their jobs, delivering bad service. .

Call Center 67

Call Center Customer Service virtual call center Coaching 67

Talkdesk

FEBRUARY 4, 2021

Talkdesk and Salesforce know that every interaction matters in acquiring and supporting your customers. Customers are contacting companies more and expecting a higher level of service. According to a survey by Accenture, 93% of customers agree that they expect every interaction with a company to be excellent. This means every touchpoint must be personal, timely and helpful.

Cloud contact 68

Cloud contact Contact Center CRM Enterprise 68

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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.

Self service

Interactions

FEBRUARY 4, 2021

We talk a lot about business continuity planning (BCP) and crisis management on our blog. How can contact centers handle volume spikes? How can technology prevent disruptions in business? How can businesses continue to thrive through unpredictable events? But what about the opposite? How, after a year (or more) of the pandemic, will businesses transition back to incorporating more in-person volume?

Self service 62

Self service Best practices Personalization Technology 62

GetFeedback

FEBRUARY 4, 2021

Recommendations for getting finance alignment and support to meet your CX goals in 2021.

Finance 78

Finance 78

CSM Magazine

FEBRUARY 4, 2021

The global pandemic led to billions of people around the world spending the year 2020 behind closed doors. For most of the year, many of us didn’t have any face-to-face interaction with anyone living outside our home, except for delivery people and cashiers at the grocery store. Even those interactions weren’t truly face-to-face as our visages were hidden behind masks.

Personalization 59

Personalization Customer Service 59

Vcaretec

FEBRUARY 4, 2021

Hiring a call center outsourcing company is a major decision. Call center customer service reps interface with your customers every day, which requires you to put a lot of trust into whichever outsourced call center company you are working with. Still, many small, medium, and large companies choose to outsource because it ultimately saves them money.

outsourcing 59

outsourcing Call Center Technology Customer Service 59

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!

Feedback

Amplifai Coaching Category

FEBRUARY 4, 2021

According to DDI, the #1 reason Frontline Leaders fail is because of interpersonal skills associated to coaching. And, 80% of Agents who leave, do so because of their direct Supervisor.

Coaching 52

Coaching 52

Unymira

FEBRUARY 4, 2021

Even before Corona, our workplaces were on their way to becoming digital. The demands of a global workforce – collaboration over vast distances, continuous mobile communication, home office, and flexible working hours – have provided enterprises with a unique set of challenges and opportunities that only our digital age could tackle. Of course, Corona has made the demand for the solutions acute, and rapid adoption essential.

Enterprise 52

Enterprise 52

Amplifai Coaching Category

FEBRUARY 4, 2021

Micro-learning, while not a new concept, is extremely effective. And we're taking it to a new level with the integration and intelligent distribution of micro- and nano-learnings throughout global contact center operations.

Contact Center 52

Contact Center 52

TCN

FEBRUARY 4, 2021

Harmony — everyone likes a good harmony, right? Whether in a song or the workplace, The post What Integrating a Predictive Dialer Can Do for Your Outbound Call Center appeared first on TCN.

Call Center 52

Call Center 52

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

Journey mapping

Amplifai Coaching Category

FEBRUARY 4, 2021

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!?

Coaching 52

Coaching Contact Center Technology 52

kommunicate

FEBRUARY 4, 2021

In the month of January, we have added some nice features in Kompose and the dashboard. Also, updated the existing ones to improve your overall experience with Kommunicate. Kompose Bot builder Link Button Now you can add Link Buttons in Kompose by just mentioning the site URL which redirects users to a given URL. Go to Dashboard >> [.]. The post Here’s What’s New from January 2021|Kommunicate Product Updates appeared first on Kommunicate Blog.

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52

Influitive

FEBRUARY 4, 2021

In the most recent installment of our customer success webinar series, we had the chance to chat with Jon Ashley, Head of Global Customer Advocacy at Sage and one of our 2020 BAMMIE award winners for Advocate Marketer of the Year. Sage is the market leader for integrated accounting, payroll, and payment systems for small […]. The post Launching a global advocacy program during a pandemic — Q&A appeared first on Influitive.

Customer advocacy 52

Customer advocacy Marketing Accountability Management 52