Steve DiGioia
AUGUST 16, 2021
Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you. They’re losing faith in you. They don’t believe in your leadership.
ShepHyken
AUGUST 16, 2021
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. 16 Great Customer Service Tips and Examples by Tom Coombe. (Small Business Trends) Customer service in the U.S. is a multi-billion dollar industry, one that’s growing all the time.
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Taylor Reach Group
AUGUST 16, 2021
A major professional sports league with teams and venues in virtually every city in North America has selected The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and customer experience experts, The Taylor Reach Group, Inc. (TRG) have been enlisted to help the organization assess its customer experience operations.
Advantage Communications
AUGUST 16, 2021
Customer service is far from easy. Your call center is likely struggling to keep up with an onslaught of customer queries. That’s why you need to find cost-effective and successful solutions that can help quickly resolve these large volumes of requests while still meeting your customers’ expectations for remarkable customer service.
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delighted
AUGUST 16, 2021
All businesses rely on customer loyalty for brand recognition and revenue growth. How often they come back to purchase products and services, how dedicated they are to your brand, and whether they are happy with the customer service matters to the success of your company. And, the first step to retaining customers is by understanding and utilizing insights from Voice of the Customer (VoC) data.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
DMG Consulting
AUGUST 16, 2021
Will Contact Center Agents Return to the Office Once it’s Safe? As seen during the pandemic, working at home is fine for contact center employees, as long as the program is managed properly. The trick or best practice is to create a formal work-at-home (WAH) program that addresses all employee and company responsibilities and properly sets expectations, so everyone knows what is required of them.
pindrop
AUGUST 16, 2021
Knowledge Based-Authentication (KBA) questions attempt to validate identity using information that, in theory, only the account owner could answer. Knowledge-based authentication comes in two flavors: Dynamic knowledge-based authentication is the use of publicly available information to verify identity, where the questions are updated as your public information changes.
DMG Consulting
AUGUST 16, 2021
Question: What is the difference between a zero-footprint contact center and digital first? Answer: DMG defines a zero-footprint contact center as “a service, sales, collections, human resource, field service, etc. department that uses self-service solutions and software robots to automate the handling of 100% of inquiries.” These zero-footprint service departments do not give their customers and prospects the opportunity to speak to a live agent, as none are employed.
ClientSuccess
AUGUST 16, 2021
Juggling the day-to-day responsibilities of a customer success manager can be overwhelming at times. It can be hard to know where to focus between serving as the main point of contact between customers and the rest of your business and managing all of the minute details of implementation and ongoing projects. While focusing on the ins and outs of customer success strategy can allow CSMs to grip their weekly to-do lists better, sometimes it helps to go back to basics.
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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
TCN
AUGUST 16, 2021
The year 2020 changed the business work model, communications, and especially customer service. Faced with. The post Insights to Help You Understand the Modern Consumer appeared first on TCN.
JivoChat
AUGUST 16, 2021
Ecommerce is exploding. Driven by the forward march of technology (and aided in a big way by the pandemic), online shopping has become the rule, rather than the exception, and companies are pouring money into it. In fact, it’s estimated that up to $375 billion will be spent on online ads this year. Ecommerce businesses are incredibly diverse. As a result, so are the marketing strategies that work for them.
CSM Magazine
AUGUST 16, 2021
The omnichannel approach has been used by marketers to reach as many customers as possible, especially in the current circumstances, where most physical stores remain closed and rely on product deliveries and online purchases. In 2020 alone, more than two billion people made online purchases , with online retail sales surpassing the $4.2 trillion mark.
Vcaretec
AUGUST 16, 2021
Any business owner will tell you that business needs change. Most consumer-facing businesses are subject to seasonality, meaning that there are times in the year when business is booming and other times when business is slow. Seasonality can make it challenging to set up customer support call centers, since hired reps will likely be overwhelmed during busy seasons, and bored and underutilized when things are slow.
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
AUGUST 16, 2021
Role: Global Head of Customer Success Location: London, England, United Kingdom Organization: YOOBIC As a Global Head of Customer Success, you will be a Leader, first and foremost, and part of the customer success leadership team with the courage and confidence to challenge the status quo; anticipating problems and mitigating risks. Be obsessive about building and maintaining exceptional behaviours and driving accountability for actions and outcomes.
JustCall
AUGUST 16, 2021
Your customers expect easy access to support customer resolution. Legacy communication systems are unable to meet this demand. The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. CCaaS platforms remove the need for multiple tools for creating multiple customer touchpoints.
SmartKarrot
AUGUST 16, 2021
The magic of customer experience has enveloped us with its virtues and values. That is when where forums, workshops, and conferences play a pivotal part in imparting experience as well as education to people. It is a great way to brush up your skills, learn new qualities, and know what else is new. On that note, we take immense pleasure in regaling information to our readers about the upcoming customer experience (CX) conferences so that you can block their calendars right away.
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